ASUS laptop K501uq - black screen during use

[fredericjohnson]

Hi All,

I've bought a laptop recently and after using it for 15-20mins of use (sometimes shorter) the screen will go black, but the laptop itself is still on. The laptop no longer responds to any movement on the mousepad or keyboard. I'm left with no option but to force a shut down and restart the laptop.

Here is below the list of the specs:
OS Name Microsoft Windows 10 Home
Version 10.0.15063 Build 15063
Other OS Description Not Available
OS Manufacturer Microsoft Corporation
System Name DESKTOP-8RG7SQ9
System Manufacturer ASUSTeK COMPUTER INC.
System Model K501UQ
System Type x64-based PC
System SKU ASUS-NotebookSKU
Processor Intel(R) Core(TM) i5-6200U CPU @ 2.30GHz, 2400 Mhz, 2 Core(s), 4 Logical Processor(s)
BIOS Version/Date American Megatrends Inc. K501UQ.300, 13/09/2016
SMBIOS Version 3.0
Embedded Controller Version 255.255
BIOS Mode UEFI
BaseBoard Manufacturer ASUSTeK COMPUTER INC.
BaseBoard Model Not Available
BaseBoard Name Base Board
Platform Role Mobile
Secure Boot State On
PCR7 Configuration Elevation Required to View
Windows Directory C:\WINDOWS
System Directory C:\WINDOWS\system32
Boot Device \Device\HarddiskVolume1
Locale United Kingdom
Hardware Abstraction Layer Version = "10.0.15063.502"
Username DESKTOP-8RG7SQ9\User
Time Zone GMT Summer Time
Installed Physical Memory (RAM) 12.0 GB
Total Physical Memory 11.9 GB
Available Physical Memory 7.37 GB
Total Virtual Memory 13.7 GB
Available Virtual Memory 8.80 GB
Page File Space 1.81 GB
Page File C:\pagefile.sys
Device Encryption Support Elevation Required to View
Hyper-V - VM Monitor Mode Extensions Yes
Hyper-V - Second Level Address Translation Extensions Yes
Hyper-V - Virtualisation Enabled in Firmware Yes
Hyper-V - Data Execution Protection Yes

I do have two GPUs in the laptop: Intel HD Graphics 520 and NVIDIA GeForce 940MX

I reckon these two may be causing the issue but both are up to date.

Could you assist me with the issue please because I can't figure out what's causing this? If you need any additional details, please let me know.

 

[webworkings]

If this is a new laptop (bought new), you need to either take it back, or if past that date, contact the manufacturer. No new device should be giving you such problems.

 

[fredericjohnson]

I did send this back originally but they didn't fix it as they had said. I will have to send it back again.

Thanks