Razor Blade 15 Periodical Black Screen

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

  1. tjchua

    tjchua New Member

    bought advance blade 15 rtx 2070 with 240hrz monitor a week ago. i got to say I was excited to replace my old clevo laptop.

    however i started getting issues.screen flickers sometimes and sometimes laptop display just turns off.
    laptop seem to be still running (just no display on the built in monitor), i tried plugging in to an external monitor and there was an external display. also happened when i was watching a video and the audio would still run.

    i've reached out to razer and already tired restoring and disabling windows update updating the graphics drivers turning off panel refresh and dispay power saving technology
    Ive asked for options but the suggestion was to have it shipped to them for "Replacement" but ill have to pay for taxes and duties when it shipped back to me. customer service accused me of trying to get refund with out sending the items back

    seeing how there are a lot more people experiencing the same issue I feel cheated and majorly inconvenience.

    ps black screen issue happened to me twice while writing this thing
     
    Last edited: Oct 4, 2019
  2. ThomasHedegaard

    ThomasHedegaard New Member

  3. ATuring

    ATuring New Member

    I have the same issue. screen goes black as soon as I start using battery multiple times. became worse after windows update!
    Any solution???
     
  4. SJerc

    SJerc New Member

    I've spoke too soon regarding my situation . The blanking came back for me and I was plugged in. In the past, I have seen it either on battery or plugged in. Reflecting on my case when I didn't experience the problem, I was mostly using programs that really didn't trigger the gpu. I've reset my laptop to prep it to return, but now I want to know if anyone has tried to use the Nvidia control panel to manually select gpu's versus letting Optimus automatically figure out our needs. My gut is that Optimus is playing up as other laptop manufacturers get the same issue here and there because of it.
     
    _crashbandicoot likes this.
  5. Still having this issue and incredibly frustrated! I have updated my bios, updated graphics driver, changed power settings, used the troubleshooter to change power settings and more. Support is now wanting me to change when my laptop goes to sleep and hibernates as well as disable fast startup. I should NOT have to be making all of these configuration changes to a 3 month old laptop. I am furious that this starts happening shortly after I came out of the return period. In a 1/2 hour time period the display went black 7 times!!! I want to return this laptop and get a refund. I purchased Razer care elite when I bought this thing, I feel like it should cover my desire to return it after the return period. I can't see this going anywhere but worse than what it already is.
     
  6. tjchua

    tjchua New Member

    i have the same issue, Mine was still under the 14 days warranty in the middle of the process razer assured me that as long as i started the refund process before the 14 days warranty ends then it's ok. then they didnt reply to me until the end of the warranty (despite server follow ups) to let me know that i needed to return it physically so now time travel back a few days and then fly to hongkong to return it. talk about inconvenience.

    all this was after one of their support team accused me of trying to get my money back without sending the laptop back.
     
  7. Razer.Speedcr0ss

    Razer.Speedcr0ss Speed Hunter Staff Member

    Hey there! I replied to your PM. Let's continue from there.
     
  8. ThomasHedegaard

    ThomasHedegaard New Member

  9. Razer.Speedcr0ss

    Razer.Speedcr0ss Speed Hunter Staff Member

    Hey there! I can provide steps to isolate the laptop's concern. However, if the issue persists, I have to create a case ID and forward it to the support team. Please send me a PM anytime.
     
  10. SJerc

    SJerc New Member

    @Razer.Speedcr0ss Given that there are several of us with the same issue, maybe some sort of formal statement from Razer with some facts would be nice. As an example, something along the lines of "we currently have 23 official cases open for this issue. Out of all of the claims for this specific issue, we have 3 different display manufacturers and have isolated there are zero issues with the actual display. Furthermore we have also received 3 units from warranty claim filers, each representing each of the display manufacturers to review the assembly to ensure there are no assembly line issues. As of this date, we believe we may have a software issue and have been collecting usage and software installation patterns to determine a pattern. If you have not filed a claim, we strongly encourage you to do so."

    Not really expecting a quick fix given the randomness of the issue, but at least something to demonstrate that the issue is indeed being seriously looked into to give your customers some warm and fuzzies as the whole "PM me" approach doesn't sit well. Not everyone has been fortunate enough like myself to have purchased the unit at an extreme discount, which in turn has made it a bit easier to bit the bullet and take a chance to let the return period lapse. Now that I've committed to keeping my laptop, I will pay more attention to what I'm doing if the issue happens, again since I was mainly focused on benchmarking laptops to determine which one I liked the best. From my past experience, it didn't seem like it mattered if the laptop was plugged in or not, Synapse was in Balanced or Custom mode, whether Intel XTU was being used or not, or if the laptop was being stressed or not. It's definitely a major head scratcher but I do think it's a SW issue. Anyway, just providing some feedback, so hopefully it doesn't come across harsh. Best of luck in addressing this weird issue.
     
  11. the2parker

    the2parker New Member

    I think this fixed it for me, I went into Nvidia Control Panel -> Manage 3D Settings -> Preferred Graphics Processor and changed it from Auto-Select to High-Performance NVIDIA Processor and haven't had a black screen for the past couple of days. After dealing with this issue for so long and trying so many different fixes, I still find myself expecting the screen to turn black any second now. Hopefully this helps the rest of you who are having this issue as well, I'll update here if I start seeing the issue again
     
    SJerc likes this.
  12. SJerc

    SJerc New Member

    Hah, we're all expecting it to blank at any moment because we've been conditioned like lab rats. If it doesn't reoccur for a long while then it strongly points to Nvidia's Optimus. What version on you on? I'm on 436.48 and I have noticed that Nvidia has been releasing recent updates for stability issues in a few game titles almost as bad as iOS 13 releases. The screen blanking didn't really occur much for me, but I was running 2 different laptops through the paces to decide on a winner to keep. That means, I was rebooting, shutting down, and restoring the factory image pretty often which would make any memory leak issues less likely to show up. When the issue did show up, it was during times of leaving things running long enough to use the laptop like an actual laptop versus a test subject. lol
     
    the2parker likes this.
  13. the2parker

    the2parker New Member

    I'm on 436.48 as well. It was occurring pretty often for me, usually right after I woke up my laptop from sleep. Restarting usually helped for a while, but after 15-30 minutes of use it would start blanking again. Occasionally it would just blank randomly while working on something, but that didn't happen too much. I'm just hoping this is finally the fix, I've been trying to fix it for a month or so now
     
  14. SJerc

    SJerc New Member

    Was it happening while on 436.48? Also when you updated to 436.48, did you toggle it for a custom install so that you can check mark the option for a clean installation? My current setup on my laptop after I factory restored it, is pretty vanilla. Just have Gears of War 5, MSI Afterburner, HWiNFO64, Intel XTU (-130 mV), Termius SSH client, Avira Free Antivirus (add-on junk components like Avira VPN uninstalled), and Brave Browser (HW acceleration turned off) on top of the up to date Windows 10 and Razer stuff. I have all default settings for the Intel Graphics Control Panel. When on battery, my Windows power mode is set to Better Battery. When plugged in, it's on Best Performance. So far, it's been 2 days since the last power cycle with regular web browser usage and several 1-2 hr gaming sessions under both Synapse custom modes of either CPU/GPU all set to high and low. So far, the screen blanking hasn't occurred and I've kept Nvidia Optimus set for auto switching since the system restore. Be good to see other's settings and sw usage to figure a pattern. Will update this thread if it occurs for me, again and will continue to note my system changes.
     
  15. pstallo

    pstallo New Member

    I am trying this today and will post back later if it seems to fix it.
     
  16. pstallo

    pstallo New Member

    Update: I tried the2parker's suggestion to go into Nvidia Control Panel -> Manage 3D Settings -> Preferred Graphics Processor and changed it from Auto-Select to High-Performance NVIDIA Processor

    My typical 'black screen' scenario would be watching full-screen Youtube videos when the charger is unplugged. Not sure if that's a cause, but that's when it most commonly happens.

    Anyway, so far, so good. Playing full screen Youtube vids on battery without a black screen today. I'll post back if it occurs again or if I have more info on it.
     
    SJerc likes this.
  17. SJerc

    SJerc New Member

    You can set it to the integrated graphics to save on overall battery usage when watching YouTube vids. If it's also working for you, then again, it points to Nvidia's Optimus (auto-switching technology) most likely being the culprit unless someone else chimes in, who is still having the issue after manually selecting their GPU preference.
     
  18. Razer.Speedcr0ss

    Razer.Speedcr0ss Speed Hunter Staff Member

    Hello everyone! I really appreciate your inputs and collaboration because this can help us derive data and analyze what's causing the issue. I am communicating with the Support Team to get a systematic way of resolving the said concern. Regarding the status of the escalated cases, apologies if I can't provide the exact number that was resolved during the escalation. However, I have escalated cases that are bound for repair. The Escalation Team ensures that this is closely monitored and well isolated before providing any conclusion. Thank you so much for remaining positive. Feel free to communicate with me via PM should you need further assistance.
     
    ThomasHedegaard and SJerc like this.
  19. jamesfox27

    jamesfox27 New Member

    I'm on my SECOND unit with the same problem. Gonna hold onto it as long as I can (or as long as Amazon will let me keep it while they'll still provide a FULL refund). What a serious waste of time and money. I didn't drop $3500 on a gaming laptop to deal with screen issues.

    As I'm scrolling through these posts, I'm looking for any quick fixes. Just tried setting my laptop to NEVER sleep or turn the screen off while plugged in. Let's see if that helps.
     
    Razer.Speedcr0ss likes this.
  20. ThomasHedegaard

    ThomasHedegaard New Member

    So 8 days ago(exactly 8 days as I've been logging this, but waiting to confirm anything until at least a week had passed), I went into Razer Synapse, and turned the refresh rate from 240 down to 60. Ever since, i.e. during a whole week of using this laptop extensively without an external monitor, I can confirm that the random-black-screen-issue DOES NOT HAPPEN. It truly sucks going down to 60 herz when one was getting used to 240, and it obviously sucks even more, when one of the main reasons for buying this machine, was the 240 refresh rate selling point, and then giving into this kind of price tag!

    Anyway... @Razer.Speedcr0ss thank you for the update earlier, that is exactly the kind of message I've been requesting as well, just to let people know what's happening from Razer's side(even if nothing new has happened yet) - please keep them coming. Also, please pass this information on the the escalation team members working on this case. It seems it's somewhat related to refresh rate. Again, ever since I changed settings to show 60 instead of 240hz(using Razer Synapse to change this setting), the issue stopped happening, while before when on 240, it used to happen anywhere between 10 - 40 times in a day...

    Can more people please try this approach and let us know whether it changes the situation on your side?

    NB: I have not tried the steps @SJerc suggests above, yet.
     
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