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

Windows Insider program | Windows Insider preview | Install, activate, and Windows update

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments

45 answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. Anonymous
    2021-07-24T13:38:42+00:00

    In one of my reply posts above, I told you there is also a video BIOS update and a firmware update. Did you install them ?

    The link to vBIOS and firmware update was in my reply post, too.

    As for the warranty, you may request warranty extension due to pandemic restrictions.

    Yes I have. Now I'll just have to wait and see if it's going to fix it.

    I'll see what I can do for the warranty as it's been more than a year. I'm not sure if they are willing to do it.

    Please read documentation that comes with vBIOS update, if any, and follow the procedures.

    Was this answer helpful?

    0 comments
  2. Anonymous
    2021-07-24T13:21:40+00:00

    In one of my reply posts above, I told you there is also a video BIOS update and a firmware update. Did you install them ?

    The link to vBIOS and firmware update was in my reply post, too.

    As for the warranty, you may request warranty extension due to pandemic restrictions.

    Yes I have. Now I'll just have to wait and see if it's going to fix it.

    I'll see what I can do for the warranty as it's been more than a year. I'm not sure if they are willing to do it.

    Was this answer helpful?

    0 comments
  3. Anonymous
    2021-07-24T12:47:02+00:00

    In one of my reply posts above, I told you there is also a video BIOS update and a firmware update. Did you install them ?

    The link to vBIOS and firmware update was in my reply post, too.

    As for the warranty, you may request warranty extension due to pandemic restrictions.

    Was this answer helpful?

    0 comments
  4. 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.

    Was this answer helpful?

    0 comments
  5. 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.

    Was this answer helpful?

    0 comments