Razor Blade 15 Periodical Black Screen

Discussion in 'Razer Support' started by mprantl, Jul 14, 2019.

  1. mprantl

    mprantl New Member

    Hello.

    I recently purchased a Razor Blade 15 RTX 2080 (*removed for security purposes). Now I have the problem that from time to time the screen gets black. Then I have to press the power button a few times so that I can log in again. Then I'm logged back into the system and can continue working from where the screen failed.

    Do you have a suggestion for a solution to this problem?

    Greetings, Manfred
     
  2. chrisdwyer74

    chrisdwyer74 New Member

    Hi Manfred -

    I have the same machine with the 2080 card and I have the identical problem. Screen goes blank (not off - I can still see the black background is on) and the rest of the machine remains active. I can keep typing and the text is present when I cycle the screen on and off (I have set the power button to screen on/off in the Windows power settings as the problem happens so frequently).

    I contacted Razer support and followed these steps with no improvement in the behavior - if anything it is more frequent now:

    Connect to an external monitor / Blank or dead screen

    If you are able to, try to connect the Razer Blade to an external monitor and observe if the behavior is replicated on the external display, or if it only affecting the display on the Blade. Simply power on your Blade, and connect the external monitor to the system. If the display works fine using the external monitor, it is possible that the display may be faulty. If the display does not appear on the external monitor, it is possible that the laptop itself is faulty.
    NOTE: If the system is not detecting the external display, you might want to try hitting FN+F4 twice or three times to change the display setting


    Reinstall Intel Display Driver

    - Go to the following page: http://support.razerzone.com/gaming-laptops

    - Download the Intel HD Graphics file available for your model

    - Open Device Manager (right click on the Start menu)

    - Under Display Adapters, locate the Intel HD driver

    - Uninstall the Intel HD Graphics driver

    - Once done. run the downloaded and complete the installation

    - Restart upon completion

    - Download and run the Intel driver updater to check for updates. https://www.intel.com/content/www/us/en/support/detect.html



    Reinstall NVIDIA Display Driver

    - Go to the following page: http://support.razerzone.com/gaming-laptops

    - Download the GRAPHICS driver that is available for your model

    - On install of the NVIDIA driver select custom install, then check the clean install box

    - Upon completion, restart the system



    Turn Off Panel Self-Refresh

    1. Go to Intel Graphics Settings (right click on desktop)

    2. Head over to Power

    3. Under the Graphics Power Plan, choose Maximum Performance

    4. Choose either On Battery or Plugged In, and ensure that the Panel Self-Refresh is set to Disable

    5. Hit Apply and OK on the next windows that popped up



    Run Windows DISM Tool

    1. In the search box on the taskbar, type command prompt, press and hold (or right-click) Command Prompt, and then select Run as administrator > Yes.

    2. At the command prompt, type in the command line:

    dism.exe /Online /Cleanup-image /Restorehealth

    (note the space between "dism.exe" and "/" and each switch (/)).

    3. If DISM finds corrupted files and replaces them, restart your PC and see that improves performance.

    None of that worked.

    Connecting to external monitor fixed the problem - the external display worked perfectly and the screen on the laptop stayed on.

    I have noticed that the screen now flickers from time to time (as if it is about to go blank but then recovers) and that the problem may be more common when the GTX card is also in use.

    I am now waiting to hear back from Razer regarding courier pick up to send the machine back to them for repair/replacement.

    As you seem to be having an identical problem I am guessing this may be a known problem which this device.

    Kind regards,

    Chris
     
    Razer.Speedcr0ss likes this.
  3. Razer.Speedcr0ss

    Razer.Speedcr0ss Speed Hunter Staff Member

    Hey there! How's your Razer Blade 15? If in case the issue is still persent, please send me a PM.
     
  4. lhuglin

    lhuglin New Member

    My RTX 2080 Razer Blade 15 is doing the same thing. I am very angered and disappointed after spending $3000 on this laptop.
     
  5. Razer.Speedcr0ss

    Razer.Speedcr0ss Speed Hunter Staff Member

    Sorry to hear that. I still appreciate that you've reached out to this thread. Please send me a PM together with your laptop's serial number, let's continue from there.
     
  6. I am having the exact same problem (black screen, works fine on external monitor).
     
  7. Shamener

    Shamener New Member

    Hi.

    Just wanted to inform you that setting windows power setting to "better performance" seems to have solved the same issue for me. Looks like Windows is having a conflict with razers power management. doesnt seem to affect battery that much either, since razer probably have their own power management when running on battery (not certain).

    Im running mid 2019 advanced with RTX 2080 and I7 9750H Coffe lake. Hope this solves some issues you guys have, this solved my problem atleast :)
     
    Razer.Speedcr0ss likes this.
  8. Razer.Speedcr0ss

    Razer.Speedcr0ss Speed Hunter Staff Member


    Hey @Shamener! Thanks for sharing this to the thread.

    To everyone, please send me a PM together with your laptop's serial number should the issue still persists. Let's continue our investigation there.
     
  9. I PM'd you yesterday with the serial when I made my post, just in case :)
     
  10. Razer.Speedcr0ss

    Razer.Speedcr0ss Speed Hunter Staff Member

    Hey there! I replied to your PM, let's continue there.
     
  11. sharpYellowbook268

    sharpYellowbook268 New Member

    Same issue here blade 2019 advanced rtx 2017 max Q
     
  12. Razer.Speedcr0ss

    Razer.Speedcr0ss Speed Hunter Staff Member

    Hey! Please send me a PM, let's continue from there.
     
  13. bimmerboi

    bimmerboi New Member

    Anybody here managed to fix the random black screen problem? I have a 2019 RB 15 RTX 2080 and am experiencing the same random black screen issue. I would be browsing on Chrome or Edge then suddenly the screen would go black. There is no other way to get back to the screen except to press the power button and let the laptop sleep, then press the power button again to wake it up then I can go back where it left off. This would then occur more at random times (a couple of minutes in between occurrences). A temporary fix would be for me to restart the laptop which prevents the black screen from happening that often.

    Luckily the random black screen doesn't happen when gaming. Happens mostly when im browsing the web or on the desktop.
     
  14. Wolf1790

    Wolf1790 New Member

    Same issue here with the blade advanced rtx 2080
     
  15. Razer.Speedcr0ss

    Razer.Speedcr0ss Speed Hunter Staff Member

    Hey everyone. Please send me a PM so I can share our suggested steps on how to resolve this random black screens.
     
  16. nirerlich

    nirerlich New Member

    Same issue for me with the blade advanced rtx 2080, all drivers up to date, contcted razer support but the steps they recommended did not help... @RazerSpeedcr0ss I can't seem to find the private message option for your profile, where can I send you my serial / product number, thanks.
     
  17. aamcclary

    aamcclary New Member

    I have been experiencing similar issues with my mid 2019 RTX2080. Initially when I got the PC I noticed the issue seemed to occur when switching between graphics cards. This seemed to be resolved with the latest firmware update. But the screen still seems to blank out when I switch between refresh rates. Currently the only solution I've found is a hard reset. Hopefully they will resolve this issue soon, as I did not expect to have that issue on my $3K laptop.
     
  18. nirerlich

    nirerlich New Member

    @aamcclary which firmware update? where can I get it? thanks
     
  19. aamcclary

    aamcclary New Member

    nirerlich and Razer.Speedcr0ss like this.
  20. Razer.Speedcr0ss

    Razer.Speedcr0ss Speed Hunter Staff Member

    Thanks @aamcclary for guiding @nirerlich.

    Hey @nirerlich! Feel free to send me a PM together with your laptop's serial number should you need further assistance.
     
    nirerlich likes this.
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