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

lucaslayf
Any updates on this?
After changing every single possible setting in my computer, it works most of the time.
I still get the black screen problem once or twice when I open the computer lid, but after that it got a bit better.


Not at all. Neither from the Razer support. They keep repeating to reinstall drivers etc. It's clearly there is no radical solution at this point.
The only temporary solution so far is to switch to 60Hz and bring it back to 240Hz.
Mine is in the same shape, I've reinstalled Windows 4 times and tried all the troubleshooting steps I can find or think of. The issue only crops up when I'm using 240hz and the computer has gone to sleep and wakes up or the screen saver has come on and is dismissed.

The only solutions I have found are switching to 60hz mode, rebooting, or using Linux (Pop!_OS 19.10 to be specific). For the price of this machine it's ridiculous that this issue is as prevalent as it is and that a solution has not been found.

Specs:
Razer Blade 15 Advanced Mid-2019
1080p 240hz Display
Standard 16GB RAM
Standard 512GB NVMe SSD
RTX 2070 Max-Q
BIOS version 1.04
Well if that’s the state of Razer’s tech support then we have to take care of the problem by ourselves. I will code an app to automatically switch to 60Hz then back to 260Hz and release the download link here.

I may need beta testers to confirm it’s working.
However I will need to make some research and tests.

The real challenge would be to find a way to detect when the problem appears. I will sniff the Windows system events and see what I can do.
After trying all the other suggestions on here with no improvement, the one that finally fixed it for me was switching the screen to 60Hz. I saw that there was another razer update recently, so I downloaded and installed it. Tried switching back to 240 Hz and it went black within two hours. Switched back to 60 Hz and problem gone again. maybe they can create a patch update to resolve it.
Yesterday, I spoke to Amazon Customer Service about my Razer Blade 15 2070 Max-Q 240hz. People from Amazon contacted the Razer warranty team about my problem. They say that this is a problem many people suffer from Intel Graphics fault. Razer said that there will be an upcoming update but did not specify when. I can return this device by the 20th of this month, but I really love it and want a solution. Razer support team please help us. We have paid a lot of money for this device and this is an error we did not expect.
I've coded an application that I think will temporary help us live with the problem.
It basically toggles the display frequency from 240Hz to 60Hz and brings it back to 240Hz automatically so you can assign a key combination in your Razer Synapse to launch the app when the problem appears.

This way at least we will not have to put the computer into sleep mode and bring it back.
It takes just a second to loop throughout the modes.

I will test it for a while and if it's working well and anyone is interested I will share it with you.
If I did it in 10 minutes that means Razer can implement it in a way more elegant way for no time.
Like a Murphy's law it just happened to me - a black screen out of nowhere.
I had assigned my application (mentioned in the above post) with the fn+r key combination and it works like a charm. It fixes the issue and I don't have to put my laptop into sleep mode and wake it up.

The issue pattern is the following:
When I switch power sources (external source to battery or vice versa) a little bit after that the problem starts to appear.

It seems that my app updates the settings perfectly but it needs a bit more touch because it doesn't stops it from happening again. Periodically it keeps bringing the black screen.

I will see what resurrects the computer out from this black loop of hell and update my application. Stay tuned.
You can try the app by downloading it from here:
http://mnemonix.rocks:5000/sharing/p4V7cv0kW

Even though it's harmless -- use it on your own risk.
Once downloaded place it somewhere and assign a key macro to execute it from the Razer Synapse macros manager when black screen appears.

Running the app will automatically change the display frequency to 60Hz wait 1 second, switch back to 240Hz and exit.

Use a key macro to fix the black screen issue when it appears, without having to put your computer to sleep and wake it up again.
That's great you found a way to mitigate the damange!
It's a shame Razer isn't being more helpful on this issue.
I can't return the computer to the shop I bought it from anymore, so now I have to depend on Razer's mercy.
It's a shame, I'm coming from a Mac and about to buy peripherals and even though it would be great to go all Razer for Synapse, I don't trust them anymore with this kind of support we are (not) receiving
Honestly I'm a bit frustrated. I communicate with Razer Support from day 2 of my problem. They keep asking "general" questions (like what is your OS version, what is your BIOS version etc.).

To me it's clear -- they have no solution at this point and are trying to delay as much as possible. I prefer "we are aware of the problem and we are working hard on finding a solution, stay tuned" kind of answer.

I also come from the Apple world. I understand hardware and engineers are not perfect. This is completely normal (even if it's $2000+ worth of normal).
I personally have the top model with 2080 Max-Q design. It was a bunch of money.

I (and everyone here) just expect proper treatment as a customers - not dust in the eyes.

If I know that Razer are currently working hard on a solution that would be a good start.
Now my fan started to make a rattling noise ...
I can't believe all this is happening within 30 days
It might be placebo, but having Cortex and Synapse open seems to prevent the issue from happening as often as it does otherwise.
Update to my previous post about not encountering the issue when using Linux. Did a fresh install of Pop!_OS 19.10, fully updated and set it to Intel only mode. The issue is more pronounced by happening almost immediately when coming from sleep, the Settings menu will not open so the refresh rate cannot be changed, and when the issue occurs it forces the computer to sleep.

There's ~15 second window between waking, entering password, and having the issue occur. It does seem like it has something to do with Intel + BIOS since this did not happen previously when using Hybrid or Dedicated GPU mode.

Razer, please fix this or at the very least provide some indication that this is on your radar. I shouldn't be needing to run the troubleshooting gamut on a ~$3k product.
Razer support has now gone silent for more than a week regarding my questions / trying to troubleshoot this issue.
It's a shame the company decides the best way to handle this is to go silent 😕
Userlevel 7
lucaslayf
Razer support has now gone silent for more than a week regarding my questions / trying to troubleshoot this issue.
It's a shame the company decides the best way to handle this is to go silent :/


Hey everyone! Sorry for the delay. Your posts didn't go unnoticed. This thread is monitored and the Support Team is working on the escalated cases. Also, apologies if I can't provide you with the exact fix. I prefer to conduct isolation steps first then create a ticket and raise it if it's unresolved. Feel free to send me a PM should you need additional assistance.
I also have this problem but unfortunately it is not letting me send PMs 😞
Still having the same problem.
Used the computer for a couple of days at 60hz and haven't had any problems.
As soon as I turned it back to 240hz, 4 black screens in 5 minutes.
Userlevel 7
lucaslayf
Still having the same problem.
Used the computer for a couple of days at 60hz and haven't had any problems.
As soon as I turned it back to 240hz, 4 black screens in 5 minutes.


Hi there! I've replied to your PM. Let's continue from there.
For people suffering with this issue, I've found a temporary workaround: if you never let the computer goes to sleep, I can use it without the problem. The drawback is that when I'm not using the laptop I have to either leave it on, or turn it off and turn it on again when I want to use it one more time.

It's annoying, but better than the mess it was before!
Razer: still waiting for you patch.
Let's get real here: Razer already got our money, so this issue doesn't need to be prioritized for them. They somehow just really like PMs, but not solutions...

But bitterness and agony aside(which is tough, when knowing they got > 3000$ from your pocket already), I've been one of the first people to reply on this issue [about random screen blackouts] last year, and I've experienced the issue ever since the beginning of using this laptop, and it's still an issue! HOWEVER: the last month I've been running 240hz without any issues!

How? --> force quit software related to Razer. That means, Cortex, Synapse, and whatever other stuff you might have from them.. Go to Intel settings, and set the Refresh Rate to 240. I haven't had any issues after doing this. PC is performing as good as it was before, of course. Razer software didn't really make a significant difference in this regard anyway.

And on a "funny" sidenote: Razer updated their Synapse app a while back, and it messed up the backlight keys, so I wasn't able to control the brightness of the backlight(except if I logged out and was in the windows log-in screen). But force quitting Synapse, all is working as expected again. 🤷

Here's a smiley --> 🙂
Userlevel 7
ThomasHedegaard
Let's get real here: Razer already got our money, so this issue doesn't need to be prioritized for them. They somehow just really like PMs, but not solutions...

But bitterness and agony aside(which is tough, when knowing they got > 3000$ from your pocket already), I've been one of the first people to reply on this issue [about random screen blackouts] last year, and I've experienced the issue ever since the beginning of using this laptop, and it's still an issue! HOWEVER: the last month I've been running 240hz without any issues!

How? --> force quit software related to Razer. That means, Cortex, Synapse, and whatever other stuff you might have from them.. Go to Intel settings, and set the Refresh Rate to 240. I haven't had any issues after doing this. PC is performing as good as it was before, of course. Razer software didn't really make a significant difference in this regard anyway.

And on a "funny" sidenote: Razer updated their Synapse app a while back, and it messed up the backlight keys, so I wasn't able to control the brightness of the backlight(except if I logged out and was in the windows log-in screen). But force quitting Synapse, all is working as expected again. 🤷

Here's a smiley --> :)


Hey ThomasHedegaard. Sorry to hear that your laptop is still experiencing the issue. Have you contacted our Support Team recently? Allow me to provide suggestive steps to isolate and resolve the issue. Please send me a PM together with your laptop's serial number or previous case number. I'll pick it up from there.
Let me get the only good thing to say out of the way lest I be accused of being unfair. I purchased a 2019 Razer Blade 2070 max-q 240hz unit with RazerCare elite protection, experienced the screen blackout problem, submitted a repair ticket for this issue as this is all Razer has suggested to do, and eventually received a refurbished replacement unit which, at least so far, does not appear to have the same problem. Okay Razer I gave you your dues. Let's get to the rub.

Razer has no idea how to fix this issue, none, period. It is a blatant falsehood for them to imply "PM us, if we have your serial number we can fix this for you" to customers who are legitimately distressed about purchasing an expensive product that is defective. They don't know how to fix it, which is okay (technology is complex) but they should at least be up front here and on other threads and admit the problem and offer compensation or replacements for affected customers.

I went through all the proper channels to contact razer support, had countless phone calls with >45 minute hold times, thoroughly explained the issue, and eventually was told my laptop should be sent in for repair.

11/17/2019 - I send my laptop to razer's support center
11/25/2019 - I receive confirmation that they received it
11/27/2019 - I receive the laptop back, with a "burn in test" certificate

The laptop still had the black screen issue, so I emailed razer back asking them what was repaired on the machine, and they said the machine passed the burn in diagnostic test so nothing was replaced. That's right NOTHING was actually done to repair the machine. You would think common sense would dictate that if multiple customers are complaining about an issue, and a stress test can't detect it, then maybe there's something incomplete with the test. But I suppose this did not occur to Razer, they simply returned the machine unrepaired and hoped my issue would go away. I was furious and reopened my ticket with Razer support.

They apologized and escalated my ticket to Razer technical headquarters (and I guess my first repair went where??) and sent another RMA.

Dec. 3 2019 - I send my laptop off again
Dec. 9 2019 - They confirm receipt of the laptop
Between Dec. 9 and Dec. 20th I received almost no updates regarding the status of my repair. I called razer and eventually learned that the technical team could not replicate my issue and that they suggest the device be replaced.
Dec. 20 2019 - I get an email apologizing for the lack of communication
Between Dec. 20 and Dec. 31 I get a series of emails apologizing for the delays in delivering the replacement due to the holiday season.
Jan. 3 2020 - I get an email saying the warehouse is closed until January 6th, when it will reopen and my replacement will be processed.
Between Jan. 6 and Feb. 4th 2020 I sent and received 14 emails I think, with Razer's responses all variations of (Our sincerest apologies to informed you that we are still awaiting response from our warehouse team regarding the replacement that we have requested.)
Feb. 6 2020 - I finally received a refurbished replacement unit from Razer.

All told, it took almost 3 months and 2 separate repairs, the second repair taking over 2 months on its own, to resolve my issue. I have never experienced anything like this with any other laptop vendor. This was my first razer purchase and I can't help but be incredibly disappointed by their lack of transparency and their highly sub-par customer support, and will certainly not be a repeat customer. I am sorry for anyone else experiencing this issue, I just wanted to make the community aware of the process I went through to follow Razer's "please PM us" solution. We deserve better.
Are you still having no issues @ThomasHedegaard ? I tried your steps and still have issues!
This is my second Razer Blade, this one came back from the RMA less than 24h ago 😞
I received an intel driver update for the display mid Jan and it fixed the black screen issues but now it is flickering black sometimes then goes away.

I got a replacement Blade and also have the flickering problem.
Similar to what I had before, it happens more often after the computer comes back to sleep.
This time I don't have Synapse, Cortex or GeForce experience installed ... and still have the problem.