superdeathtech1973
Hello, I have a Razer Blade 15 (product number RZ09-0369AE22) that stops responding keyboard and mouse commands after a while. The only way I can "wake it up" is to hit CTRL-ALT-DELETE.

It will work for a while after then do it again. If I keep it active it won't lock up but if I walk away for a few minutes I have to give it the three finger salute to get it to start responding again.

Ideas?

Thank you.

Does the issue happen while the Razer Synapse 3.0 is closed or disabled? Please try to check and disable gaming mode in Razer Synapse and Windows settings (if there's one in the computer's settings). Also, please check for Windows updates and install them by following the suggested steps from this article. Let me know how it went.

---

Razer.Speedcr0ss
Does the issue happen while the Razer Synapse 3.0 is closed or disabled? Please try to check and disable gaming mode in Razer Synapse and Windows settings (if there's one in the computer's settings). Also, please check for Windows updates and install them by following the suggested steps from this article. Let me know how it went.

Thank you for your reply. So actually ALL Razer apps are closed and it seems to happen when I have my Razer Basilisk Ultimate mouse connected with it's 2.4Ghz USB dongle. Acutally, any external mouse causes this.

---

superdeathtech1973
Thank you for your reply. So actually ALL Razer apps are closed and it seems to happen when I have my Razer Basilisk Ultimate mouse connected with it's 2.4Ghz USB dongle. Acutally, any external mouse causes this.

That's sad to hear. Are you using the laptop's original power adapter? Also, can you check if the behavior happens if the only device plugged into your laptop's USB port is the Razer Basilisk and its dongle? Otherwise, send me a PM, including your unit's serial number, so I can provide other model-specific suggestions to isolate/resolve the issue.

---

Razer.Speedcr0ss
That's sad to hear. Are you using the laptop's original power adapter? Also, can you check if the behavior happens if the only device plugged into your laptop's USB port is the Razer Basilisk and its dongle? Otherwise, send me a PM, including your unit's serial number, so I can provide other model-specific suggestions to isolate/resolve the issue.

Thank you for getting back to me. I actually found that there was a firmware update for the Basilisk mouse. So I did that, rebooted the machine and set all the Razer software to not start on boot. It seems to have helped, but I'll put it through it's paces and reach back out.

---

And I spoke too soon. Not 30 minutes later, apps on the desktop are unresponsive until I hit CTRL-ALT-DEL

---

superdeathtech1973
And I spoke too soon. Not 30 minutes later, apps on the desktop are unresponsive until I hit CTRL-ALT-DEL

Thanks for the update. Can you check if your laptop becomes unresponsive while in Safe Mode? Please check the steps below:



How to access Safe Mode:



1. Click the Windows button On/Off.

2. Hold down the Shift key and click Restart.

3. Click the option Troubleshoot and then Advanced options.

4. Afterward, go to “Advanced options” and click Start-up Settings.

5. Under “Start-up Settings”, click Restart.

6. Select "Enable Safe Mode with Networking" from the boot options.



Should the issue persists, please send me a PM, including your unit's serial number so I can provide other model-specific recommendations to help isolate/fix the issue. I'll be locking this thread to curb our conversation privately.

---