Recoil Series: 17 Black screen while playing games

A

Alex42

Member
Chassis & DisplayRecoil Series: 17" Matte QHD 240Hz sRGB 100% LED Widescreen (2560x1600)
Processor (CPU)Intel® Core™ i9 24 Core Processor 13900HX (5.4GHz Turbo)
Memory (RAM)16GB PCS PRO SODIMM DDR5 4800MHz (1 x 16GB)
Graphics CardNVIDIA® GeForce® RTX 4060 - 8.0GB GDDR6 Video RAM - DirectX® 12.1
1st M.2 SSD Drive2TB PCS PCIe M.2 SSD (3500 MB/R, 3100 MB/W)
Memory Card ReaderIntegrated SD Memory Card Reader
AC Adaptor1 x 280W AC Adaptor
Power Cable1 x 1.5 Metre UK Power Cable (Kettle Lead)
BatteryRecoil Series Integrated 99WH Lithium Ion Battery
Thermal PasteLIQUID METAL PERFORMANCE COOLING
Sound CardNahimic by SteelSeries 2 Channel HD Audio
Bluetooth & WirelessGIGABIT LAN & WIRELESS INTEL® Wi-Fi 6E AX211 (2.4 Gbps) + BT 5.3
USB/Thunderbolt Options1 x THUNDERBOLT 4 PORT + 3 x USB 3.2 PORTS
Keyboard LanguageRECOIL 17 SERIES RGB BACKLIT UK KEYBOARD
Operating SystemWindows 11 Home 64 Bit


I got this laptop at the start of October, it has already been sent back once and I'm having to send it back again but I figured I'd try here before it's collected on Tuesday.

The laptop had started black screening while playing a game about a week after I received it, it was very sporadic and I chalked it up to the game itself, but when I abandoned that game (state of decay 2) when it started happening within 5 minutes of playing and moved onto another game (Alien: Isolation), just to have it start to happen there, albeit after a number of hours of play. It happened when my partner was playing the Sims 4 and a couple of times when watching Youtube, I figured it wasn't the games and contacted tech support. I did everything they suggested up until requesting the return as nothing was working. I have tried a second monitor (both TV and Projector via HDMI) and the screen freezes on the last thing before the black screen and does not respond.


What was done was;

Both graphics cards completely wiped via a programme suggested by PC Specialist and freshly installed.
Temperatures monitored, GPU has a normal temperature range.
SFC Scan
DISM
Static Discharge

The laptop was returned after having had a full core rebuild (new components and chassis) and within fifteen or so minutes, the game that caused the black screen to happen the most frequent, did it again. This wasn't a black screen, but more like the screen was split into multiple rows of tiny squares that were all flashing different colours (sadly I didn't think to take a picture before shutting the laptop down). I moved onto another game and it happened there also, however back to the black screen, but I did notice that there was a tiny flashing in the centre of the screen, this I managed to record to send to tech support.

Further testing has included;

OCCT - GPU tests fir 3D standard and VRAM
Wiped and reinstalled Nvida Driver
Ran a test to check the RAM.

Everything that has been suggested has come back clear with no issues. I'm personally at a loss and despite not paying for the Silver Warranty, I'm not particularly looking forward to paying to have this second back a second time within 2 months of puchasing it.
 
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ubuysa

ubuysa

The BSOD Doctor
Can you please 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 navigate to the folder C:\Windows\LiveKernelReports and look in all sub-folders for .dmp files. Upload any that you find.

Later Edit: I've come across an Nvidia hotfix on another forum, it applies to driver version 546.01 so if this is your driver version take a look at this.
 
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A

Alex42

Member
Hey there, thanks for the assist. I tried the hotfix first, no luck, still black screening.
Hoping the files attach correctly.

Edit: It will not allow me to attach the files due to not having an allowed extension. Unless I'm doing something wrong.
 
SpyderTracks

SpyderTracks

We love you Ukraine
Alex42 said:
Hey there, thanks for the assist. I tried the hotfix first, no luck, still black screening.
Hoping the files attach correctly.

Edit: It will not allow me to attach the files due to not having an allowed extension. Unless I'm doing something wrong.
Click to expand...
You have to upload them to cloud storage and post a link
 
A

Alex42

Member
SpyderTracks said:
Thanks, Ubuysa is usually on in the mornings, hopefully he'll see this shortly
Click to expand...
Hopefully you chaps can see something the PC Specialist tech guys can't / haven't.
Been on the phone most of the afternoon with them going through everything and even trying some random things like removing the USB's for my keyboard and mouse, trying without the power plugged in (in the process of attempting that now) and final resort before collection tomorrow is a clean install of windows and only installing the required drivers to play the games and absolutely nothing else.
 
SpyderTracks

SpyderTracks

We love you Ukraine
Alex42 said:
Hopefully you chaps can see something the PC Specialist tech guys can't / haven't.
Been on the phone most of the afternoon with them going through everything and even trying some random things like removing the USB's for my keyboard and mouse, trying without the power plugged in (in the process of attempting that now) and final resort before collection tomorrow is a clean install of windows and only installing the required drivers to play the games and absolutely nothing else.
Click to expand...
Issues like this can be really challenging to troubleshoot remotely, a windows clean install would have been my suggestion as well and then start troubleshooting from there to rule out software.
 
ubuysa

ubuysa

The BSOD Doctor
Ubuysa is sometimes up in the evenings too!

This is almost certainly a hardware problem and the evidence suggests it's the M.2 SSD that's at fault. There is quite a bit of evidence pointing at the drive...
  • You have a 0x124 (WHEA_UNCORRECTABLE_ERROR) in you live kernel dumps with an argument 1 value indicating a BOOT error. Since it's a live kernel dump the problem was recovered, probably by re-trying the drive. The boot drive is the most likely cause of this kind of failure.
  • Your System log contains a hardware error message, possibly associated with the 0x124 above - the dump timestamp is 23:39:14, so it's likely the same error...
    Code: 
    Log Name:      System
Source:        Microsoft-Windows-WHEA-Logger
Date:          02/11/2023 23:39:20
Event ID:      1
Task Category: None
Level:         Error
Keywords:      WHEA Error Event Logs
User:          LOCAL SERVICE
Computer:      Alex
Description:
A fatal hardware error has occurred. A record describing the condition is contained in the data section of this event.
  • Your System log contains a hardware error message for the SSD drive controller...
    Code: 
    Log Name:      System
Source:        disk
Date:          12/11/2023 17:46:44
Event ID:      11
Task Category: None
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      Alex
Description:
The driver detected a controller error on \Device\Harddisk1\DR1.
  • Your System log contains a second error for that SSD drive's controller from the Virtual Disk Service (VDS)...
    Code: 
    Log Name:      System
Source:        VDS Basic Provider
Date:          12/11/2023 22:59:06
Event ID:      5
Task Category: None
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      Alex
Description:
Cannot zero sectors on disk \\?\PhysicalDrive1. Error code: 1B1@0101000F
  • Your System log contains a BSOD dump failure message caused by a pagefile sizing problem. This might also be caused by a problem with the drive, but it could also be because your dump option is set to 'Full Memory Dump'. Ensure that your dump option is set to 'Automatic memory dump'...
    Code: 
    Log Name:      System
Source:        volmgr
Date:          13/11/2023 12:05:33
Event ID:      49
Task Category: None
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      Alex
Description:
Configuring the Page file for crash dump failed. Make sure there is a page file on the boot partition and that is large enough to contain all physical memory.
That's a lot of evidence pointing at the M.2 SSD. I would point PCS at this post and request an RMA on the M.2 SSD. You'll have to clean install Windows on the new drive of course.
 
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