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May 21st, 2021 18:00

How to troubleshoot? Monitors go blank

Hello,

My Aurora R8 randomly turns off all 3 monitors at once.  Not sure how to troubleshoot without a functional display.  Tips?

When the issue happens:

  • Only when I'm using it for work purposes:
  • RDP, MS Teams, MS Edge occasionally
  • I first I thought it was my Logitech Brio webcam.. but issue happened without it being used too
  • All monitors go blank, power off
  • No change to the PC sound and appearance, fans stay running, LEDs stay lit
  • Unplug/plug all devices, nothing helps
  • Force power off / on and it goes back to normal (abnormal shutdown message of course)

When the issue happens AND I'm in a MS Teams meeting:

  • I will start to notice some lag or complete freezing in other peoples video streams
  • The 3 displays turn off, but the audio for the meeting still works
  • This gives me time to join the meeting on my phone, reboot and rejoin quickly on my PC

The common factor is MS Teams and/or a headset so far but I have no evidence that is causing the issue.

I have:

  • Stock R8 PC, except for the Logitech Brio external webcam and headset
  • Windows 10 Pro - up to date firmware and OS
  • NVIDIA GeForce GTX1080 - up to date via alienware
  • Alienware software to keep PC up to date

  • Played games without issues for hours on end
  • Run this stress test tool "Heaven & Valley Benchmarks" at max settings for about 30 minutes, no issues 

My Thoughts:

  • Cant be GPU temp issue
    stress test showed GPU was being throttled by max temp for XX minutes.  It never runs hot during "work" sessions
  • Dont think its a power supply issue - factory Dell equipment 
  • Cant be display issue
  • I dont see issues or errors in the Windows event log (app/system)

What else can I do to try to finger this out?  I can't make the issue happen on demand.

May 21st, 2021 18:00

Oh.   I've also let the Dell diag tool run overnight.  No issues found there either

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