Random Black Screen

Community Support
,
1
  • Which OS? Windows 11
  • Which release of your OS? 24H2
  • Which Framework product and which generation of CPU? Laptop Intel Core Ultra Series 1
  • I have been using my Framework for three months. Since then, I think there have been three occasions that the screen simply goes black, and all I can do is hold the power button down to force a restart. Today, I was using Microsoft Teams when it happened, and I could still hear the audio, but the screen was totally blank. If I restart, it is normal, so I don’t think it is a loose connection. Actually, earlier I submitted a ticket regarding my camera and confirmed that the screen connection was properly seated to troubleshoot that issue. I ran dism.exe /online /cleanup-image /restorehealth and sfc /scannow last time this happened, but it still reoccurred today. Any suggestions on how to fix this issue.
2

Hi,
I’m an IT administrator and 3 of my users reported this as well lately. The only common part to this that I could find is this is on the Ultra Core Series 1 only (we do own 12th Gen and 13th Gen, no report so far.) Is your hardware the Series 1 as well ?
If so, Framework team could you please investigate into this issue ? Display driver in conflict or not updated? I precise that happened multiple occasions, not only on Teams.
Thank you.

3

I’m having same issue with some of my users. I tried turning of Panel Refresh and updating the driver, no help. One user reported disabling GPU acceleration helped but that option seems to be gone now.

4

Hi Mohamed,

Yes, I have an Ultra Core Series 1. I have been working with Framework to troubleshoot. The support team gave me this troubleshooting list:

  1. To isolate software issues, have you installed Windows 11 using this guide: Windows 11 Installation on the Framework Laptop DIY Edition
  2. Check and install all pending Windows updates
  3. Update your BIOS to the latest version 3.06. Also, ensure that the drivers are updated. Guide here: Framework Laptop BIOS and Driver Releases (Intel® Core™ Ultra Series 1)
  4. Please try to do a RAM shuffle: Insert the RAM stick into slot 1. Let us know of any difference.
  5. Try running MemTest86 by creating a bootable drive. Please send us a copy or a screenshot of the result.
  6. Remove all expansion cards to isolate possible expansion card issues

I worked up to step 5. MemTest86 diagnostic caused the system to freeze. I found the official technical page from the creators of MemTest86 regarding system freezes. You can find it here:

The page states that a system freeze during the test is typically caused by one of only three things: a buggy BIOS, faulty RAM, or a peripheral issue.

  1. I am on the latest official BIOS (version 3.06).

  2. The MemTest86 test was performed with all external peripherals
    disconnected.

As a result, Framework is sending me a replacement DRAM module, so I will see if that resolves the problem when I get it.

5

You could try removing and reseating the RAM in the laptop in case they are not making good contact and that is the issue. Something to try while you wait for the replacement RAM to arrive anyway.

6

I installed the replacement RAM module 13 days ago. Since I installed it, there have been two cases where I did see a black screen come up, but within a second or two the screen recovered. I have not seen the same black screen behavior where the computer hangs and I must hard restart, so it does appear the original problem was a faulty RAM module.

7

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