Help! New Laptop Issues

[The Thoon]

Hi

My laptop arrived earlier this week, specs below:

Chassis & Display Vortex Series: 15.6" Matte Full HD 144Hz LED Widescreen (1920x1080) + G-Sync
Processor (CPU) Intel® Core™ i7 Six Core Processor 9750H (2.6GHz, 4.5GHz Turbo)
Memory (RAM) 32GB Corsair 2666MHz SODIMM DDR4 (2 x 16GB)
Graphics Card NVIDIA® GeForce® RTX 2060 - 6.0GB GDDR6 Video RAM - DirectX® 12.1
1st Storage Drive 1TB SEAGATE 7mm SERIAL ATA III 2.5" HARD DRIVE WITH 128MB CACHE
(7,200rpm)
1st M.2 SSD Drive 500GB SAMSUNG 970 EVO PLUS M.2, PCIe NVMe (up to 3500MB/R, 3200MB/W)
Memory Card Reader Integrated 6 in 1 Card Reader (SD /Mini SD/ SDHC / SDXC / MMC / RSMMC)
AC Adaptor 1 x 180W AC Adaptor
Power Cable 1 x 1 Metre Cloverleaf UK Power Cable
Battery Vortex IX Series 6 Cell Lithium Ion Battery
Thermal Paste ARCTIC MX-4 EXTREME THERMAL CONDUCTIVITY COMPOUND
Sound Card 2 Channel High Def. Audio + Sound BlasterX® Pro-Gaming 360°
Bluetooth & Wireless GIGABIT LAN & WIRELESS INTEL® Wi-Fi 6 AX200 (2.4 Gbps) + BT 5.0
USB/Thunderbolt Options 1 x USB 3.1 PORT (Type C) + 2 x USB 3.0 PORTS + 1 x USB 2.0 PORT
Keyboard Language MULTI COLOUR BACKLIT UK KEYBOARD
Operating System Windows 10 Home 64 Bit - inc. Single Licence [KUK-00001]
Operating System Language United Kingdom - English Language
Windows Recovery Media Windows 10 Multi-Language Recovery Image - Unlimited Downloads from Online
Account
Office Software FREE 30 Day Trial of Microsoft® Office® 365 (Operating System Required)
Anti-Virus NO ANTI-VIRUS SOFTWARE
Browser Google Chrome™
Notebook Mouse INTEGRATED 2 BUTTON TOUCHPAD MOUSE
Webcam INTEGRATED 1MP HD WEBCAM
Warranty 3 Year Silver Warranty (1 Year Collect & Return, 1 Year Parts, 3 Year Labour)

I've been having issue after issue so far.
Please advise, I've done all I can think of.

When I'm in the middle of games (total war warhammer, vermintide 2) the screen will freeze but the game continues. I have to press the windows key to come out of the game and then press it again to go back to the game every time to fix it. This happens a lot every time I play. The game dosnt crash (I can hear the music continue) , it's just the screen from what I can tell.

The screen flashes white even when not in game, just scrolling down a page or looking at task manager.

Lines appear on the screen in a thin line infrequently (always about 2 thirds up the screen) sometimes a large of chunk of pixels appear all discoloured and flash a couple of times ( this only happens when gaming)

Even when in an demanding graphical game the laptop never gets hot, just a bit warmer.

Please tell me what it sounds like, I'm tearing my hair out trying to fix this.

Its marred the excitement a little so I appreciate any help fixing this.

 

[Bastet]

Have you checked for any Windows or Graphics card driver updates since delivery?
I’d look on nVidia’s website if there’s nothing under your PCSpecialist account.

 

[SpyderTracks]

First thing to do is check your temps whilst idle and in game with hwmonitor:

HWMONITOR | Softwares | CPUID

HWMonitor for Windows® x86/x64 is a hardware monitoring program that reads PC systems main health sensors : voltages, temperatures, powers, currents, fans speed, utilizations, clock speeds ... The program handles : CPU and GPU-level hardware monitoring...

www.cpuid.com

 

[The Thoon]

Have you checked for any Windows or Graphics card driver updates since delivery?
I’d look on nVidia’s website if there’s nothing under your PCSpecialist account.

Hi, yeah I've checked for updates many times and reinstalled both graphic card drivers on the machine. Anything else I can try?

 

[The Thoon]

First thing to do is check your temps whilst idle and in game with hwmonitor:

HWMONITOR | Softwares | CPUID

HWMonitor for Windows® x86/x64 is a hardware monitoring program that reads PC systems main health sensors : voltages, temperatures, powers, currents, fans speed, utilizations, clock speeds ... The program handles : CPU and GPU-level hardware monitoring...

www.cpuid.com

Il give this a go, will it flag up negative results? I'm not sure I know enough to know what supposed to be what etc.

Cheers for the advice

 

[SpyderTracks]

Il give this a go, will it flag up negative results? I'm not sure I know enough to know what supposed to be what etc.

Cheers for the advice

Your just looking at the cpu package temperature both on idle and under load and post them here.

 

[ubuysa]

I would certainly call PCS and discuss this with them. It could be something as simple as a poor paste job and overheating but what you're describing sounds more likely to be a hardware issue to me.

 

[The Thoon]

Your just looking at the cpu package temperature both on idle and under load and post them here.

Idle: package - 43°C (value), 41°C (min), 65°C (max)
Gaming: package - 71°C (value), 41°C (min), 76°C (max)

Is this what you mean?

 

[The Thoon]

I would certainly call PCS and discuss this with them. It could be something as simple as a poor paste job and overheating but what you're describing sounds more likely to be a hardware issue to me.

Have spoken to them a couple of times, it was under their recco I reinstalled the drivers, just thought I'd try on here too.

Will do again, thanks

 

[SpyderTracks]

Idle: package - 43°C (value), 41°C (min), 65°C (max)
Gaming: package - 71°C (value), 41°C (min), 76°C (max)

Is this what you mean?

they’re fine then.

Next thing would be to run a test on the ram with memtest:

MemTest86 - Official Site of the x86 Memory Testing Tool

MemTest86 is the original self booting memory testing software for x86 and ARM computers. Supporting both BIOS and UEFI, with options to boot from USB.

www.memtest86.com

 

[Scott]

With your temps being absolutely spot on, and the drivers already being checked out, this is looking like a potential hardware fault.

With the symptoms in mind I'm thinking the GPU is at fault. The RAM is a great starting point for checks now.

What you want to do now is find out how to recreate the error as much as possible. That way, if an RMA is indeed required, PCS will be able to pinpoint the issue quickly and you won't have as much down time

After you have done the mem-test.

Can you download/install 3dMark firestrike test? It's free for the standard version. If you open up HW Monitor and run the torture test on 3DMark that will hopefully re-create the problem or potentially show temperature variances.

 

[The Thoon]

they’re fine then.

Next thing would be to run a test on the ram with memtest:

MemTest86 - Official Site of the x86 Memory Testing Tool

MemTest86 is the original self booting memory testing software for x86 and ARM computers. Supporting both BIOS and UEFI, with options to boot from USB.

www.memtest86.com

Just had to head out. Will get this done this afternoon, thankyou for your help.

 

[The Thoon]

With your temps being absolutely spot on, and the drivers already being checked out, this is looking like a potential hardware fault.

With the symptoms in mind I'm thinking the GPU is at fault. The RAM is a great starting point for checks now.

What you want to do now is find out how to recreate the error as much as possible. That way, if an RMA is indeed required, PCS will be able to pinpoint the issue quickly and you won't have as much down time

After you have done the mem-test.

Can you download/install 3dMark firestrike test? It's free for the standard version. If you open up HW Monitor and run the torture test on 3DMark that will hopefully re-create the problem or potentially show temperature variances.

Just headed out , will

With your temps being absolutely spot on, and the drivers already being checked out, this is looking like a potential hardware fault.

With the symptoms in mind I'm thinking the GPU is at fault. The RAM is a great starting point for checks now.

What you want to do now is find out how to recreate the error as much as possible. That way, if an RMA is indeed required, PCS will be able to pinpoint the issue quickly and you won't have as much down time

After you have done the mem-test.

Can you download/install 3dMark firestrike test? It's free for the standard version. If you open up HW Monitor and run the torture test on 3DMark that will hopefully re-create the problem or potentially show temperature variances.

Hi

I've tun the check on ram with no errors detected.
Download 3d mark demo but it has not free ti use stress test, any way around that?

 

[ubuysa]

I'm pretty convinced now that this issue is hardware. I would get back onto PCS and insist on an RMA.