Razor Blade 15 Periodical Black Screen | Razer Insider

Razor Blade 15 Periodical Black Screen


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

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133 Replies

After I have updated Intel and NVidia drivers and the BIOS version to the newest releases everything seemed to be fine. I was able to work with my notebook several hours in battery mode without any problems. However, I then connected it to the mains to recharge the battery (without shuting it down) and once I disconnected it again (now again working in battery mode) the black screens returned. I had to restart the system to return it to the stable mode.
So do me it looks like that there is a problem with power management and on-the-fly switching between battery and non-battery mode.
Greetings, Manfred
Userlevel 7
mprantl
After I have updated Intel and NVidia drivers and the BIOS version to the newest releases everything seemed to be fine. I was able to work with my notebook several hours in battery mode without any problems. However, I then connected it to the mains to recharge the battery (without shuting it down) and once I disconnected it again (now again working in battery mode) the black screens returned. I had to restart the system to return it to the stable mode.
So do me it looks like that there is a problem with power management and on-the-fly switching between battery and non-battery mode.
Greetings, Manfred


Thanks for the update, let's continue via PM!
Hi, I have been experiencing the same thing... A periodic Black Screen (Generally) while on battery. Was wondering if anyone has a fix...

Thx
I am also having this issue with the Razer Blade 15'' RTX 2080. Someone help.
Hoping this collection of people with the issue gets some attention so we can get a fix 🙂 It's all fun and games until you're in the middle of a meeting and your device casually blacks out.
Has anyone made progress solving this issue? I contacted razer support and like a previous poster was told to..

----------------------
DISM:

1. In the search box on the taskbar, type powershell, press and hold (or right-click) Windows PowerShell, and then select Run as administrator > Yes.

2. At the prompt, type 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.

System File Checker:

1. In the search box on the taskbar, enter Command Prompt. Press and hold (or right-click) Command Prompt (Desktop app) from the search results and select Run as administrator.

2. Enter DISM.exe /Online /Cleanup-image /Restorehealth (note the space before each "/"). (Note: This step may take a few minutes to start and up to 30 minutes to run and complete.)

3. Enter sfc /scannow (note the space between "sfc" and "/").

Please download the link provided and run the program for us to check the possible drivers that needs to be updated.

https://www.intel.com/content/www/us/en/support/detect.html

Re-install GPU Drivers:
https://us.download.nvidia.com/Windows/431.60/431.60-notebook-win10-64bit-international-dch-whql.exe

Update Windows
- Update your Windows to the latest version

Change Power Options:
1. Go to your Power Options by right clicking the Battery on your System tray
2. Click "Change plan settings"
3. Then click "Changed advanced power settings"
4. Scroll down to Sleep and disable everything
5. Scroll down to Display and disable everything

----------------


This has not helped the issue at all, and the black screens are getting very frustrating. Any help would be appreciated. I am running the latest BIOS (v1.04) and nvidia drivers (431.70).
I have updated the firmware to the most recent version and still have the black screens as well. Any help would also be appreciated 😕
Is there anyone in this thread experiencing the issue while running Windows 10 version 1809? Curious if 1903 could be the culprit.Considering downgrading to test.
I've been using my Razer Blade 15'' 2019 RTX 2070 for about two months, and I've been experiencing this issue from day 1 - it has gotten more and more frequent I think. I've also tried updating the stuff that other people already have reported doing, based on response from Razer support; didn't help, issue still happens. Sadly however, I've yet to spot a pattern in this behavior. Sometimes, my machine can go a whole day with a workload CPU utilization between 70-100% for like 10 hours straight without this issue occuring, other times it happens with 30 seconds intervals - literally!

It often happens when machine wakes from sleep and I've logged into windows; that's the whole 30 seconds interval black-screen happening. But again, I should but a big asterix on that statement, because as I said earlier, it's extremely random... Can happen anytime, no matter CPU and/or GPU(s) workload etc. I cannot see a pattern here. I do (obvously) hope that this can be fixed somehow via software/drivers update - I don't think it's hardware being faulty as I can go a whole day without this happening at all still.

@SpeedHunter I'll PM you Serial Number etc, but really, could Razer give an update on this issue on this thread so that everyone knows the current status of the investigation from Razer's side? Even if there isn't any update, it would at least be nice to know. As multiple customers before me have stated, this is sad behavior, especially with a machine rocking a 3000$ price tag..

Thanks in advance!
I purchased a mid-2019 Blade 15 Advance FHD w/RTX 2080 on Sept 6th, so I still have some time to return it. I've also have been experiencing this issue. Would be great to have some answers on this issue before completely throwing in the towel. As with the post above, the issue is extremely random. All my drivers are updated and I've followed the directions that previous posters have relayed from Razer in this thread. I've even upgraded the Intel UHD 630 driver direct from Intel as it's the newest version of the driver as well as disabling the power saving features within the Intel Graphics Control Panel. For me the issue occurs regardless of being on battery or plugged in and after a fresh restart or not. On battery, I've tried the various Windows and Synapse power plans as well as try to use the screen at different angles as well as opening and closing the screen to check for a possible loose connection. I'm willing to look the other way regarding the unconventional transposed keys/layout, but this screen blanking is definitely a deal breaker. It's incredibly temperamental as it'll sometimes blank and doesn't come back until I close the lid and reopen it, other times it'll just blank every other couple of minutes but return like I had blinked my eyes.
@ThomasHedegaard and @SJerc, are you run Windows 1809 or 1903? you can check by hitting the windows key and searching winver, then pressing enter.
_crashbandicoot
@ThomasHedegaard and @SJerc, are you run Windows 1809 or 1903? you can check by hitting the windows key and searching winver, then pressing enter.


1903
@SJerc gotcha, thanks! I'm running 1903 as well.
_crashbandicoot
@SJerc gotcha, thanks! I'm running 1903 as well.


I've been trying to decide between a Dell XPS 7590 i7 9750H with a 4k display and Nvidia 1650. At least for that unit, I've not experienced any screen blanking whilst on 1903 running the latest Intel 630 and Nvidia drivers.
_crashbandicoot
@ThomasHedegaard and @SJerc, are you run Windows 1809 or 1903? you can check by hitting the windows key and searching winver, then pressing enter.

Version 1809 - so we can safely confirm that it's not fixed by using either of those two version, based on the respone from @SJerc as well.
Glad for the update, sad 1809 isn't ironclad :,).

After shutting down overnight and working all morning, I got my first occurrence of the day when I disconnected from power, closed the lid (putting it to sleep) to change locations. It was in 'sleep' for maybe 20 minutes. Less than 3 minutes after opening the lid to get back to work, I got slapped with the black screen.

big sigh yo, big sigh...
_crashbandicoot
Glad for the update, sad 1809 isn't ironclad :,).

After shutting down overnight and working all morning, I got my first occurrence of the day when I disconnected from power, closed the lid (putting it to sleep) to change locations. It was in 'sleep' for maybe 20 minutes. Less than 3 minutes after opening the lid to get back to work, I got slapped with the black screen.

big sigh yo, big sigh...


I've been pretty lucky today. I did a proper shutdown last night, powered it up and closed the lid over night. Today, it hasn't blanked on me yet with long and short usages throughout the day with it sleeping in between. Are you undervolted? Today, I made sure I'm not undervolted and not have Intel XTU running in the background as I can't recall it I was undervolted before when it was blanking. I know Razer does undervolt it out of the box at -100mV for the CPU. Also, did you disable Windows from auto updating hardware drivers? I caught it updating over my Intel 630 driver and I rolled it back before shutting down the system. Finally what are your power plan settings today in both Windows and Synapse?

My current version list is:
Windows 1903 (build 18362.356)
Intel Graphics Command Center 1.100.1725.0
Intel UHD 630 26.20.100.7158 (8/23/2019)
Nvidia Control Panel 8.1.955.0
Nvidia GeForce Experience 3.20.0.118
Nvidia 26.21.14.3630 (9/5/2019)
Synapse 3.4.901.82102 (set to Balanced Performance Mode, Windows set to Better Battery)
Userlevel 7
ThomasHedegaard
I've been using my Razer Blade 15'' 2019 RTX 2070 for about two months, and I've been experiencing this issue from day 1 - it has gotten more and more frequent I think. I've also tried updating the stuff that other people already have reported doing, based on response from Razer support; didn't help, issue still happens. Sadly however, I've yet to spot a pattern in this behavior. Sometimes, my machine can go a whole day with a workload CPU utilization between 70-100% for like 10 hours straight without this issue occuring, other times it happens with 30 seconds intervals - literally!

It often happens when machine wakes from sleep and I've logged into windows; that's the whole 30 seconds interval black-screen happening. But again, I should but a big asterix on that statement, because as I said earlier, it's extremely random... Can happen anytime, no matter CPU and/or GPU(s) workload etc. I cannot see a pattern here. I do (obvously) hope that this can be fixed somehow via software/drivers update - I don't think it's hardware being faulty as I can go a whole day without this happening at all still.

@SpeedHunter I'll PM you Serial Number etc, but really, could Razer give an update on this issue on this thread so that everyone knows the current status of the investigation from Razer's side? Even if there isn't any update, it would at least be nice to know. As multiple customers before me have stated, this is sad behavior, especially with a machine rocking a 3000$ price tag..

Thanks in advance!


Thanks for sharing. I've replied to your PM. Let's continue from there.
I've just recently purchased a Razer Blade 15" 2019 RTX 2080. I decided to give Razer another chance after my Blade 14 logic board bricked itself after only two years and they wanted to charge me basically the cost of a new computer to repair it since it was off warranty. The black screen seems to begin when I have had the computer plugged in and I unplug it before waking it from sleep or vice versa (plug it in while asleep). This has occurred during games and just regular web-browsing. Doing a hard restart seems to fix the issue and it does happen the majority of the time on battery power. Needless to say for the highest end gaming of the 15" series its beyond disappointing.
Has anyone found a fix to the black screen? Its been going on for a while it at first only occurred when my settings were on best performance but now it also happens on better battery. I've updated drivers and all that but my rtx 2070 maxq 240hz version still black screens. I've noticed that it usually happens when I watch youtube at 240hz at high quality settings.
Razer.Speedcr0ss
Thanks for sharing. I've replied to your PM. Let's continue from there.

Thanks @Razer.Speedcr0ss - but can you please also give an overall update in this public conversation so that people know the current status of this issue? It would be nice to know whether Razer has any clue on what's going on, or whether they still don't know anything. Any kind of update would be nice. Thanks. Cc @_crashbandicoot @SJerc
Update this morning. It's been 36 hours and I have not heard from @Razer.Speedcr0ss yet. Additional update, I was just watching a video and my screen cut out again. Sound and video was still playing in the background for another couple minutes until I decided to power down and reboot. I'm assuming this means this is a GPU issue. Would appreciate a reply to my PM.
My Razer has been behaving really well since Monday with no single occurrence of the screen blanking issue. I'm not exactly sure what was the fix as my focus has been to compare the XPS 15 7590 to this mid-2019 Razer Advanced. Originally, I had the issue of the screen blanking out and could not get the screen back until I forced a sleep and woke it back up. After playing around with drivers, it progressed into a quick blanking state that would recover by itself, very much like blinking your eyes. I'm not 100% positive, but I believe things were fixed after running into an issue when trying to get MSI's Afterburner working so I could get the graphic overlay working during video gaming for some performance stats while comparing the Razer and XPS. For the Razer, I got a complaint that the overlay will not work due to missing Direct X runtimes, so I installed the package at https://www.microsoft.com/en-au/download/details.aspx?id=8109, which fixed the overlay issue and may have had a hand in fixing the screen blanking issues. As for the clean installation of drivers, I had worked on Intel first, followed by Nvidia. For the Intel driver, I had downloaded the driver listed in the mid-2019 Blade 15 Advanced support page then used Window's Device Manager to uninstall the Intel 630 driver, but after each uninstall, I would reboot my laptop. I did it repeatedly until I was left with a Windows Generic Display driver which again, I uninstalled in Device Manager as well as uninstalled the Intel Graphics Control Panel. Afterwards, I ran the setup of what I had downloaded from the Razer support page and used the Windows Microsoft Store app to search/install the Intel Graphics Control Panel. For the Nvidia driver, I downloaded the Nvidia 431.65 driver mentioned in the Support Forum of this website and used the same method I used in uninstalling each Intel driver version. After I was sure each version was uninstalled, I proceeded to Windows Settings -> Apps to uninstall anything related to Nvidia before running the setup for the downloaded Nvidia driver from Razer. Somewhere along the lines, it has fixed the issue for me as far as I can tell. Also for both Windows and Nvidia, I had disabled the automatic update of drivers. With Windows, I've been keeping Windows up to date and Razer's Synapse up to date. Since my post from Mon, I've noticed both Windows and Synapse having recent updates.
+1 With this issue. Just purchased my Advanced in Aug 2019 and am getting the BSOD more and more frequently. Today I updated the BIOS firmware to 1.04. Hopefully... this will solve the issue. I'll check in within the week and let y'all know whats up.

J
Userlevel 7
Rgtai
Update this morning. It's been 36 hours and I have not heard from @Razer.Speedcr0ss yet. Additional update, I was just watching a video and my screen cut out again. Sound and video was still playing in the background for another couple minutes until I decided to power down and reboot. I'm assuming this means this is a GPU issue. Would appreciate a reply to my PM.


I replied to your PM. Let's continue from there.