Answer

When encountering issues where you can’t power on the laptops or the laptops have black screens, unable to enter the system...etc., please refer to the instructions below to troubleshoot.

Before moving on, please make sure the laptop is…

1. Charged for at least 30 minutes with the bundled MSI adapter.

2. Visit MSI Product download page to get the latest BIOS update.

4. Free of any externally connected devices including but not limited to USB drives, microphones, speakers, earphones, mouse, SSDs, etc.

5. Restored to the original hardware status (especially when the issue started after the hardware upgrade)

After having the laptop ready, please follow the instructions below to try out these troubleshooting methods singly based on your laptop's condition.  

 

Black screen and the power button LED is OFF

1. Cut off the power source by removing the AC adapter.

2. Perform an EC reset by pressing the power button for 25 seconds.

3. Connect the AC adapter and turn on the laptop

4. If the system still unable to power on, contact with MSI local service center for further support.

 

Black screen and the power button LED is ON

1. Make sure that the display brightness is set to 100% by adjusting the display brightness bar at the taskbar (right-down corner)

2. If it does not respond, try connecting the laptop to an external monitor through mDP/HDMI/Thunderbolt/USB Type C DP port; then press the Windows icon and P to switch to “PC Screen Only”

3. Remove the laptop cover and reconnect the RAM and SSD.

*Note: This step will require the laptop case disassembled, please contact the MSI local service center if you’re not sure how to do in case of any accidental damage.

 

Unable to enter the Windows system

Method A. Restore the BIOS settings

1. Restart the laptop and press “Delete” when the MSI logo shows up

2. After entering the BIOS menu, go to the “Save & Exit” tab and select “Load Optimized Defaults” then select “Yes”

*Note: If the RAID-related setup (Intel IRST & Intel VMD settings) is modified before, please make sure to adjust back to the preferred setting (Enabled/Disabled) after applying “Load Optimized Defaults, then select “Save & Exit” to reboot the system.

Method B. Update/Reflash BIOS

1. Refer to FAQ 3864 and update the BIOS to the latest version

2. Download and save the latest BIOS version from the MSI website (search product name at the MSI website>support>BIOS)

3. Extract the BIOS file and put it into a USB drive

4. Reboot and enter the BIOS menu by pressing Delete when the MSI logo shows up

5. Load Optimized Default and save

6. Insert the USB drive with the BIOS file and enter the BIOS menu again

7. Go to the "Advanced" tab, select UEFI BIOS Update, and select the USB with the BIOS file

8. Select the BIOS file and follow the instructions to finish the update

 

No display after the MSI logo shows up

1. Enter “Safe Mode” by pressing F3 when the MSI logo shows up.

2. Select Troubleshoot> Advanced Option>Startup Settings>Restart

4. Press the number key of "5" that shows “Enter Safe Mode with Network”

5. After entering “Safe Mode”, follow the instructions and FAQ below to clean-install the Intel/NVIDIA Graphic drivers

-Remove the driver by using “DDU (Display Driver Uninstaller) in Safe Mode

-Remove the driver from “Programs & Features”

-Remove the driver from “Device Manager”

-Get the driver update manually from the MSI website.

 

6. Follow the instructions and FAQ 3864 to update the BIOS to the latest version

-Download and save the latest BIOS version from the MSI website (search product name at the MSI website>support>BIOS)

-Extract the BIOS file and put it into a USB drive

-Reboot and enter the BIOS menu by pressing Delete when the MSI logo shows up

-Load Optimized Default and save

-Insert the USB drive with the BIOS file and enter the BIOS menu again

-Go to the "Advanced" tab, select UEFI BIOS Update, and select the USB with the BIOS file

-Select the BIOS file and follow the instructions to finish the update