Screen keeps going black after RMA

[Adamshifnal]

Hi there,

After an RMA due to system getting too hot (which is no longer an issue), my system seems to have completely developed a whole new issue.

I'll be playing a game, and then all of a sudden my screen goes off. I can hear audio still but nothing else! I have to restart.

I've had my laptop for over 2 years now, and NEVER had this fault until after an RMA.

Don't want to send it back AGAIN if I don't have too!

 

[Martinr36]

Can you post the full spec from your orders page

 

[Adamshifnal]

Can you post the full spec from your orders page

Chassis & Display
Defiance Series: 17.3" Matte, Full HD, 144Hz, Pantone Validated 72% NTSC, LED Widescreen (1920x1080)
Processor (CPU)
Intel® Core™ i7 14 Core Processor 12700H (4.7GHz Turbo)
Memory (RAM)
32GB Corsair 3200MHz SODIMM DDR4 (2 x 16GB)
Graphics Card
NVIDIA® GeForce® RTX 3080 Ti - 16.0GB GDDR6 Video RAM - DirectX® 12.1
1st M.2 SSD Drive
1TB PCS PCIe M.2 SSD (3300 MB/R, 2900 MB/W)
2nd M.2 SSD Drive
1TB PCS PCIe M.2 SSD (3300 MB/R, 2900 MB/W)
AC Adaptor
1 x 230W AC Adaptor
Power Cable
1 x 1.5 Metre Cloverleaf UK Power Cable
Battery
Defiance Series Integrated 6 Cell Lithium Ion Battery (80WH)
Thermal Paste
ARCTIC MX-4 EXTREME THERMAL CONDUCTIVITY COMPOUND
Sound Card
2 Channel High Definition Audio + MIC/Headphone Jack
Bluetooth & Wireless
GIGABIT LAN & WIRELESS INTEL® Wi-Fi 6 AX201 + BT 5.0
USB/Thunderbolt Options
1 x THUNDERBOLT 4 PORT + 3 x USB 3.2 PORTS
Keyboard Language
PER-KEY RGB BACKLIT UK KEYBOARD
Operating System
Windows 10 Home 64 Bit - inc. Single Licence
Operating System Language
United Kingdom - English Language
Windows Recovery Media
Windows 10/11 Multi-Language Recovery Image - Unlimited Downloads from Online Account
Office Software
FREE 30 Day Trial of Microsoft 365® (Operating System Required)
Anti-Virus
NO ANTI-VIRUS SOFTWARE
Browser
Microsoft® Edge
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)
Delivery
STANDARD INSURED DELIVERY TO UK MAINLAND (MON-FRI)
Build Time
Standard Build - Approximately 4 to 7 working days
Welcome Book
PCSpecialist Welcome Book - United Kingdom & Republic of Ireland

 

[Ekans2011]

Chassis & Display
Defiance Series: 17.3" Matte, Full HD, 144Hz, Pantone Validated 72% NTSC, LED Widescreen (1920x1080)
Processor (CPU)
Intel® Core™ i7 14 Core Processor 12700H (4.7GHz Turbo)
Memory (RAM)
32GB Corsair 3200MHz SODIMM DDR4 (2 x 16GB)
Graphics Card
NVIDIA® GeForce® RTX 3080 Ti - 16.0GB GDDR6 Video RAM - DirectX® 12.1
1st M.2 SSD Drive
1TB PCS PCIe M.2 SSD (3300 MB/R, 2900 MB/W)
2nd M.2 SSD Drive
1TB PCS PCIe M.2 SSD (3300 MB/R, 2900 MB/W)
AC Adaptor
1 x 230W AC Adaptor
Power Cable
1 x 1.5 Metre Cloverleaf UK Power Cable
Battery
Defiance Series Integrated 6 Cell Lithium Ion Battery (80WH)
Thermal Paste
ARCTIC MX-4 EXTREME THERMAL CONDUCTIVITY COMPOUND
Sound Card
2 Channel High Definition Audio + MIC/Headphone Jack
Bluetooth & Wireless
GIGABIT LAN & WIRELESS INTEL® Wi-Fi 6 AX201 + BT 5.0
USB/Thunderbolt Options
1 x THUNDERBOLT 4 PORT + 3 x USB 3.2 PORTS
Keyboard Language
PER-KEY RGB 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 10/11 Multi-Language Recovery Image - Unlimited Downloads from Online Account
Office Software
FREE 30 Day Trial of Microsoft 365® (Operating System Required)
Anti-Virus
NO ANTI-VIRUS SOFTWARE
Browser
Microsoft® Edge
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)
Delivery
STANDARD INSURED DELIVERY TO UK MAINLAND (MON-FRI)
Build Time
Standard Build - Approximately 4 to 7 working days
Welcome Book
PCSpecialist Welcome Book - United Kingdom & Republic of Ireland

I suggest that you delete the Windows key before it's stolen.

What did they do during the RMA?

 

[steaky360]

I suggest that you delete the Windows key before it's stolen.

What did they do during the RMA?

Just FYI don't quote the post when reminding folk as your quote also contains the windows key and this wasn't edited out by whomever deleted it earlier this morning.

Inadvertent of course but easy fix

 

[ubuysa]

Can you please download the SysnativeBSODCollectionApp and save it to the Desktop. Then run it and upload the resulting zip file to a cloud service with a link to it here. The SysnativeBSODCollectionApp collects all the troubleshooting data we're likely to need. It DOES NOT collect any personally identifying data. It's used by several highly respected Windows help forums (including this one). I'm a senior BSOD analyst on the Sysnative forum where this tool came from, so I know it to be safe.

You can of course look at what's in the zip file before you upload it, most of the files are txt files. Please don't change or delete anything though. If you want a description of what each file contains you'll find that here.

The app is also useful for problems that aren't BSODs (freezes/crashes/etc.) because much of the data is useful there too.

Also please navigate to the folder C:\Windows\LiveKernelReports\Watchdog and upload any dump files that you find in there.

 

[Ekans2011]

Just FYI don't quote the post when reminding folk as your quote also contains the windows key and this wasn't edited out by whomever deleted it earlier this morning.

Inadvertent of course but easy fix

Jeez, I pushed the reply button without thinking about it, sorry.

Thank you for the correction; I will be more careful next time.