Random freezes and black screen on WIndows 11

Anonymous
2021-07-22T17:38:09+00:00

Hi,

I recently downloaded Windows 11 on my laptop and for the first 3 days, everything went smoothly with no issues. After that, everything went down hill. I'm starting to experience random freezes as well as black screen. I have no choice but to do a hard reboot to get my laptop up and running again. The freezes and sometimes black screen happens randomly. Sometimes, it only occur once a day, other days 3 times and today, it happened about 6 times. I have no idea what might caused this issue because on the Event Viewer, it didn't tell me much. And on the Reliability Report, it just says that the device was turned off unexpectedly. I can confirm that the temperature is not the issue. And there's nothing wrong with the hardware as well because this issue I encountered with Windows 10 as well. I've sent my laptop to the store 3 times to see if there's anything wrong with the hardware but the store couldn't find anything wrong with it.

Here's what I did to try to fix this issue:

  1. I ran sfc / scannow to see if there's any corrupted files. Found nothing.
  2. I ran dism /online /cleanup-image /restorehealth. Didn't fix it.
  3. Uninstalled the updates and then reinstalled the updates. Didn't fix it.
  4. I've updated every drivers that I have.
  5. I tried to reset the PC but for some reason, the reset button doesn't work.
  6. Tried it on safe mode. Laptop froze on safe mode as well.
  7. Deleted Logitech Hub, thinking it could be the issue. But, didn't fix it either.
  8. Disabled fast start-up in BIOS.

I could be gaming, or browsing the internet or even left the laptop on idle, it would either freeze or the screen would go black, or both.

Here's my device:

MSI GS63 8RE STEALTH, NVIDIA GTX 1060, INTEL 8TH GEN CORE i7-8750H

6GB of GDDR5

16GB DDR4

Here's the Reliability Report screenshot that I took.

*Moved from Windows 11

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  1. Anonymous
    2021-07-24T12:21:36+00:00

    I did try to contact their support and told them as much info as I can and they just told me to try to reinstall Windows.

    It is unexpected because like you said, this laptop is quite new. But then again, the backlight of the screen that I mentioned earlier died within 4 months after I purchased this laptop. So...I don't know what else to expect anymore.

    Did you told them that reinstall didn't work?

    Also, if you have a warranty, you can repair it from them.

    I sure did but I heard nothing back from them. And when I reach out to them, it was way back when the pandemic first hit. It was difficult to reach out to them because there was no official MSI store around me at that time and I had to get in touch with them through emails. It was a painful experience. After that, I didn't bother to try.

    The warranty is unfortunately expired. And they did extend it for another 3 months but at that time, it was a full lockdown in my area and I can't really go to the store to get it fix because the store was closed. And the store is like an hour and a half drive. I was a student at that time and I don't have the luxury to go back and forth to town to get my laptop fixed. I did it like 3 times already and it didn't fix anything.

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  2. Anonymous
    2021-07-24T11:50:21+00:00

    I did try to contact their support and told them as much info as I can and they just told me to try to reinstall Windows.

    It is unexpected because like you said, this laptop is quite new. But then again, the backlight of the screen that I mentioned earlier died within 4 months after I purchased this laptop. So...I don't know what else to expect anymore.

    Did you told them that reinstall didn't work?

    Also, if you have a warranty, you can repair it from them.

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  3. Anonymous
    2021-07-24T11:46:11+00:00

    Hi ptrwg,

    Have you tried memory tester that comes with Windows or 3rd party memory tester, also what hard drive does it use as most manufacturers have a test program.

    You can also use a program like Cpuid hardware monitor to check temperatures and power output.

    Is the bios using optimise defaults?

    I have indeed. And the results showed nothing is wrong. I did download the manufacturer software to test the hard drive but everything looks good too. It has the Western Digital HD.

    I am currently using Cpuid and regularly monitoring it and everything looks normal as well. As for the temperature, sometimes it will go as high as 90° while I'm gaming, which should be normal. And as soon as I stop, it will dropped to 40-50 within a few minutes.

    As for the BIOS, yes. The only thing I changed was the fast start-up. I disabled it. That's it.

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  4. Anonymous
    2021-07-24T11:37:41+00:00

    Here's the details of my device:

    MSI GS63 8RE STEALTH, NVIDIA GTX 1060, INTEL 8TH GEN CORE i7-8750H

    6GB of GDDR5

    16GB DDR4.

    I did try to contact their support and told them as much info as I can and they just told me to try to reinstall Windows.

    It is unexpected because like you said, this laptop is quite new. But then again, the backlight of the screen that I mentioned earlier died within 4 months after I purchased this laptop. So...I don't know what else to expect anymore.

    I will get that chkdsk result in a bit.

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  5. Anonymous
    2021-07-24T11:26:15+00:00

    Who is your PC or motherboard manufacturer (HP, Lenovo, Dell, Surface, etc.)?

    Have you contacted their support? As the laptop is new, such crashes aren't expected.

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