New laptop problem

[Waister]

Hi,

I’ve bought a new gaming laptop for my son which arrived last week, after couple of days playing games on it, the laptop starts playing up. Couple of issues:

- it randomly reboots itself
- the while playing a game, the display goes funny, see attached screenshots, I also have a video, but doesn’t look like I can upload video from my phone.

Here’s the spec of the laptop:

Chassis & Display
Ionico Series: 16" Matte QHD 240Hz sRGB 100% LED Widescreen (2560x1600)
Processor (CPU)
Intel® Core™ i9 14 Core Processor 13900H (5.4GHz Turbo)
Memory (RAM)
16GB Corsair 4800MHz SODIMM DDR5 (1 x 16GB)
Graphics Card
NVIDIA® GeForce® RTX 4060 - 8.0GB GDDR6 Video RAM - DirectX® 12.1
1st M.2 SSD Drive
512GB SOLIDIGM P41+ GEN 4 M.2 NVMe PCIe SSD (up to 3500MB/sR, 1625MB/sW)
1st M.2 SSD Drive
2TB SOLIDIGM P41+ GEN 4 M.2 NVMe PCIe SSD (up to 4125MB/sR, 3325MB/sW)
Memory Card Reader
Integrated Micro-SD Memory Card Reader
AC Adaptor
1 x 230W AC Adaptor
Power Cable
1 x 1.5 Metre Cloverleaf UK Power Cable
Battery
1 x Ionico Battery 73WH
Thermal Paste
VAPOR CHAMBER ADVANCED COOLING
Sound Card
2 Channel High Definition Audio + MIC/Headphone Jack
Wireless Network Card
GIGABIT LAN & WIRELESS INTEL® KILLER™ Wi-Fi 6E AX1675i + BT 5.3
USB/Thunderbolt Options
1 x THUNDERBOLT 4 PORT + 3 x USB 3.2 PORTS
Keyboard Language
IONICO MULTI COLOUR BACKLIT UK KEYBOARD
Operating System
Windows 11 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
Google Chrome™
Keyboard & Mouse
INTEGRATED 2 BUTTON TOUCHPAD MOUSE
Webcam
INTEGRATED 2.0 MP FULL HD WEBCAM
Warranty
3 Year Standard Warranty (1 Month Collect & Return, 1 Year Parts, 3 Year Labour)
Delivery
STANDARD INSURED DELIVERY TO UK MAINLAND (MON-FRI)
Build Time
Standard Build - Approximately 3 to 5 working days
Welcome Book
PCSpecialist Welcome Book
Price: £0.00 including VAT and Delivery
Unique URL to re-configure: https://www.pcspecialist.co.uk/saved-configurations/ionico-16/FACvhrpSpN/

Please can you advice on whether this is fixable and what I need to do in order to fix the issues?

Thanks

Wai

 

[SpyderTracks]

Firstly, you haven't ordered a very long warranty, I'd STRONGLY recommend upgrading that while you're still within your first month. For me I went for Gold as with a laptop, it's not like a desktop, if a GPU fails, it's a whole motherboard replacement which can often cost almost as much as a new laptop.

Hopefully it's just a graphics driver issue.

You can test this by taking a screenshot when the issue occurs, if the same is NOT showing on the screenshot, then it's a monitor issue. If it is then it's hopefully a graphics driver issue.

You can clean the graphics driver with DDU: https://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=&ved=2ahUKEwiSidPBoY2DAxWIhf0HHbzUB2UQFnoECBgQAQ&url=https://www.guru3d.com/download/display-driver-uninstaller-download/&usg=AOvVaw2b2vUui70DXo5AW1-juQ6x&opi=89978449

That page has the directions on how to use.

Then reinstall the latest direct from Nvidia.

If that's still showing the errors, it does point to a hardware failure of the GPU

 

[Waister]

Hi,

Thanks for the speedy reply, I will try and see if I can do a screenshot when that happens again. Just to say when that happens, nothing responds, I had to shutdown using the power button, so not sure if I could take a screenshot, will give it a go.

Do you know what the could cause the other issue where the laptop just shutdown/reboots itself?

Thanks

Wai

 

[SpyderTracks]

Do you know what the could cause the other issue where the laptop just shutdown/reboots itself?

Could be connected, if the GPU is failing at those moments, that would cause a power shutdown, could also just be a crash of windows due to driver incompatibility. At this stage it's very hard to tell.

 

[Waister]

Thanks, I’ll see if I can take a screenshot when it happens again and we’ll go from there.

 

[Waister]

Have tried to take screenshot when that happened, but nothing the keyboard is not responding and it eventually rebooted itself. Will try the driver removal and reinstall to see if that resolve the issue.

 

[ubuysa]

If a driver reinstall doesn't help then export and upload your System and Application logs....

1. Enter the command eventvwr into the Run command box. The Event Viewer will open.
2. Locate the Windows Logs folder in the left hand pane and expand it by clicking on the arrow (>) to the left of it.
3. Right-click on the Application entry and select 'Save all events as...'. Choose a folder anywhere that suits you and a filename of 'Application' (an .evtx suffix will be added automatically).
4. Right-click on the System entry and select 'Save all events as...'. Choose a folder anywhere that suits you and a filename of 'System' (an .evtx suffix will be added automatically).
5. Zip the Application.evtx and System.evtx files together and upload the zip file here.

Also look in the folder C:\Windows\Minidump for any dump files (*.dmp). Upload any that you find.

Finally, look in the folder C:\Windows\LiveKernelReports. You'll probably find many sub-folders, look in each of these for dump files and upload any that you find.

 

[SpyderTracks]

Files can't be uploaded to the site, they need to be uploaded to cloud storage and a link posted here.

 

[Waister]

I’ve tried pretty much everything I can think of and what this thread suggested and nothing is helping, the latest crash have locked my son out of the laptop because it’s crashed so much, see screenshot. I would like to have a full refund please as this is not serve for purpose.

Can you let me know the process of getting a full refund please. Thanks.

 

[SpyderTracks]

I’ve tried pretty much everything I can think of and what this thread suggested and nothing is helping, the latest crash have locked my son out of the laptop because it’s crashed so much, see screenshot. I would like to have a full refund please as this is not serve for purpose.

Can you let me know the process of getting a full refund please. Thanks

Firstly none of us work for PCS, they don't monitor the forums, we're all just customers or nerds who like to help out to avoid people having to send their systems in.

But you'd need to phone PCS directly if you wanted a refund, you're able to do that no questions asked within 14 days of delivery.

But it just sounds like a failed GPU. These things do happen, it's not a slight on PCS, this is just the nature of hardware and why warranties and decent support are so important.

 

[Waister]

Thanks, I’m not having a go at you guys, I totally understand what you guys are doing, I didn’t realise you guys are not associated with PCS. I will ring them and try to a full refund. Thanks for all you help.

 

[SpyderTracks]

Thanks, I’m not having a go at you guys, I totally understand what you guys are doing, I didn’t realise you guys are not associated with PCS. I will ring them and try to a full refund. Thanks for all you help.

No problem at all, I understand your frustration, but it's not an issue with the laptop, just a faulty component, could happen on any make or model, factory failures tend to happen within the first 6 months.

But understand if you'd rather just cancel. All the best with it.