Web Ticket (Email Message Form)

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Product Name*

Model Name*

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Note: You could check and upload your system configuration by using Windows msinfo32.exe or CPUZ, Only gif, jpg, png, zip, txt format is supported; File size must not exceed 3MB.

Please use either MSI Center, MSI Center Pro, Dragon Center, or Creator Center to export the laptop’s system information and upload the text file when submitting the web ticket. The information will help us to resolve your question more efficiently.
Refer to the following tutorials for instructions:
- HOW-TO export system information file by MSI Center or MSI Center Pro: https://youtu.be/4nWnvtTdk1E
- HOW-TO export system information file by Dragon Center or Creator Center: https://youtu.be/PSVL2WwIk1E?t=26
If your notebook doesn’t support any of the MSI Centers mentioned above, please download MSI Help Desk to export the system information.
Download MSI Help Desk here:
-Win32 app download link: https://download.msi.com/uti_exe/nb/MSIHelpDeskWin32.zip
Refer to the following tutorial for instructions:
HOW-TO export the system information by MSI Help Desk: https://youtu.be/N8cmsAxV0-U

Customer Service Personal Information Collection Notice

MSI is committed to providing quality services. In order to process warranty and repair services, we will need to: collect, process, and store some of your personal information. To enhance your experience with MSI we would like to keep you informed through service status notifications, and send you a latter satisfaction survey to ask for your feedback.

MSI recognizes that privacy is a fundamental right. Please rest assured that your information will be used accordingly to MSI’s privacy policy. For more information, please visit our website at https://account.msi.com/terms/privacy_policy

* I fully understand and agree to the terms above, and I’m happy to continue using MSI Customer Service Support.

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FAQ

https://www.msi.com/support/technical_details/registration-guide

Please refer to the website and locate your product.

https://account.msi.com/page/how-to-identify-barcode

If you need more support, please share the below information in the attachments when opening a web-ticket.

1. A photo showing the serial number sticker (NOT on the box.)

2. A valid copy of an invoice or other proof of purchase document. (Such documents should include the purchase date, item name, and price of the product.)

Notebook FAQ

MSI HOW-TO Channel

There are multiple ways to get notebook drivers and utilities.

1. Download the drivers and utilities on the MSI website.

FAQ:

- [How To] Find Support Webpage and Download Software for MSI Product

2. If the notebook is 10th gen. Intel CPU or newer platform, it supports MSI UWP Centers (MSI Center, MSI Center Pro, Dragon Center or Creator Center), and there is a built-in "Live Update" feature that helps you to get the latest drivers and utilities.

Video Tutorial:

- HOW-TO update driver and utility using Live Update in Dragon Center & Creator Center

3. If the notebook is 9th gen. Intel CPU or older platform, please use "MSI Driver & APP Center" to get the drivers and utilities.

Using MSI Driver & App Center to have the latest drivers and utilities.

Video Tutorial:

- HOW-TO use MSI Driver & App Center to update drivers and utilities

1. RAM (Memory) & SSD

Compare the original RAM & SSD with the specification on the MSI website.

If you want to have dual-channel RAM or setting RAID 0, please upgrade the RAM or SSD with the same brand and specification.

We suggest you upgrade the RAM or SSD at the MSI service center to keep the warranty and have the best compatibility.

Service Center Location: https://www.msi.com/page/service-location-new

2. CPU & GPU

Only the notebook with Desktop CPU (e.g. GT76 Titan DT series) supports CPU upgrade.

Other models have the soldered CPU & GPU on the motherboard, therefore they don't support upgrade CPU & GPU.

MSI notebook provides two methods for you to restore the system.

FAQ:

- [Product Information] System Backup and Recovery

Video Tutorial:

- HOW-TO Use F3 Recovery to Restore the System

- HOW-TO use Backup and System Restore on MSI notebook with MSI Center Pro

- HOW-TO create Recovery Media with Dragon Center

!System recovery will delete the personal data, please backup your data before the system recovery.

1. Follow the instructions below to clean install MSI Center or MSI Center Pro.

Use Clean Center Master to uninstall the MSI Center completely, then restart the system, and install MSI Center or MSI Center Pro on Microsoft Store.

Video Tutorial:

- HOW-TO clean install MSI Center on MSI notebook

- HOW-TO clean install MSI Center for Business & Productivity

FAQ:

- [How To] Clean Install MSI Center (UWP)

- [How To] Clean Install MSI Center Pro

2. If the notebook supports the MSI Dragon Center & Creator Center (UWP), please refer to the following instruction.

Video Tutorial:

- HOW-TO clean install MSI Dragon Center & Creator Center (UWP)

FAQ:

- [How To] Clean Install MSI Dragon Center/Creator Center (UWP)

Note: MSI Dragon Center or MSI Creator Center OFFLINE package can be downloaded on the following webpage.

MSI Dragon Center: https://www.msi.com/Landing/dragon-center-download/nb

MSI Creator Center: https://www.msi.com/Landing/creator-center-download/nb

Follow the instruction below to have basic troubleshooting for the notebook display problem.

1. Notebook screen has artifacts, flickering, vertical lines, or dark/light dots.

Go to the BIOS setup menu and check if the problem remains.

If the problem happens in the BIOS setup menu as well, please contact the local service center for help.

Service Center Location: https://www.msi.com/page/service-location-new

2. If the problem only exists in the operating system or you have other display problems, please try to clean install the graphics driver to check if the problem relates to the incorrect driver or improper installation method.

(A) Follow the instruction in the FAQ to clean install the graphics driver correctly.

FAQ:

- [How To] Intel graphics driver Clean Install & Update

- [How To] NVIDIA graphics driver Clean Install & Update

- [How To] AMD Graphic Driver and Radeon Software Clean Install & Update

Video Tutorial:

- HOW-TO clean install Intel and NVIDIA VGA drivers

- HOW-TO clean Install AMD Graphic Driver and Radeon Software

(B) If the notebook supports MSI True Color, refer to the following instructions to clean install MSI True Color.

Check if the True Color shows on the MSI Utility download page of your notebook.

FAQ:

- [How To] True Color Clean Install/Update

3. Related known problem:

- [Troubleshooting] Screen colors washed out after a graphics driver update

Firstly, check the battery capacity before connecting the AC power adapter and check if your notebook has the Battery Master function in MSI Dragon Center, MSI Creator Center or MSI Center for Business & Productivity.

The following mechanisms are used to avoid the loss of battery life span from constantly charged and uncharged, it's normal battery-charging behavior:

1. It's normal that the system won't start charging the battery if the battery capacity is higher than 90%.

2. For notebooks that support the Battery Master in MSI Centers (MSI Center, MSI Center Pro, Dragon Center or MSI Creator Center), users can adjust battery charging settings.

If you still have problem with the battery charging, please check the Battery Master setting and then run the Battery Calibration tool (2-3 times) to re-initialize the battery settings.

FAQ:

- [How To] Perform Battery Calibration

Video Tutorial:

- HOW-TO use Battery Calibration Tool

Please export the battery report and share with us.

Video Tutorial:

- HOW-TO export the battery report

Please refer to the following link for detailed information.

FAQ:

- [Product Information] Laptop Battery

- [How To] Confirm if the battery charging behavior is normal

- [How To] Check the battery health status

- [How To] Optimize battery run time on MSI laptops

Video Tutorial:

- HOW-TO optimize the battery run time

- HOW-TO configure the Power & Battery settings

Wi-Fi & Bluetooth issues might happen if there is a change being made to the device (e.g. Windows Update installed an improper driver).

Please perform EC reset, do network reset, and clean install Wi-Fi driver & Bluetooth driver to troubleshoot the Wi-Fi problem.

Refer to the following links for detailed instruction.

FAQ:

- [Troubleshooting] The Connection of Wi-Fi Adapters Is Unstable or disconnected

- [Troubleshooting] Unstable Bluetooth connection or disconnected

- [How To] Intel Wireless LAN (WLAN) Driver Install/Update Guide

- [How To] Killer driver and Killer Control Center Install/Update Guide

- [How To] Bluetooth driver Install/Update Guide

Video Tutorial:

- HOW-TO clean install Intel Wireless LAN and Bluetooth drivers

- HOW-TO clean install Intel LAN driver

- HOW-TO troubleshoot Intel Wireless LAN issues (code 10 error in Device Manager)

- HOW-TO troubleshoot wireless connection problems 1 - network troubleshooter

- HOW-TO troubleshoot wireless connection problems 2 - network reset

MSI notebook uses the Windows built-in driver for the built-in camera device. Therefore, the user does NOT need to install any driver for the built-in camera.

To switch on/off the camera device, make sure you have the MSI Center, MSI Center Pro, Dragon Center, or Creator Center installed, and turn on the camera in the “System Tuner” or ”General Settings” page.

(The combination of function keys might be different depending on different models, please refer to the camera icon printed on your keyboard. You can find the function keys information in the manual.)

We suggest you check if the laptop has a physical “Webcam Lock Switch”, switch to unlock before using the webcam. (Refer to the user manual on MSI website to check the switch support for your notebook model)

Please refer to the following link for detailed information.

FAQ:

- [Troubleshooting] Unable to Access the Microphone or the Camera

Video Tutorial:

- HOW-TO enable the built-in Camera in MSI Dragon Center or Creator Center

- HOW-TO enable the privacy setting of the microphone or the camera

- HOW-TO use built-in webcam (camera)

If you have the fan noise issue, follow the steps below to set the fan speed to lowest and check if the fan noise remains.

(A) If the notebook supports MSI Center.

Go to "Features" > "User Scenario" tab and select "Extreme performance", set "Advanced" in Fan Speed.

(B) If the notebook supports MSI Center Pro.

Go to "Optimization" > "User Scenario" tab and select "High performance", set "Advanced" in Fan Speed.

Go to "Home" > "User Scenario" tab and select "User", set "Advanced" in Fan Speed.

(D) If the notebook supports MSI Creator Center.

Go to "Optimization" > "User Scenario" tab and select "High Performance", set "Advanced" in Fan Speed.

If the noise only exists when the fan is spinning, we suggest you contact the local service center for further help or select the Category of the Web ticket as "Repair & Warranty" to report your problem.

Service Center Location: https://www.msi.com/page/service-location-new

If the fan 2 is showing 0 RPM, please check if the system is using the discrete GPU (dGPU).

The fan 2 only works when the dGPU is activated and the temperature rises to a specific point.

You can check if the system is using dGPU by the power button LED color.

(Detailed information can be found in the notebook manual)

1. Keyboard no response, auto typing problem

Please go to the BIOS setup menu, and check if the problem also appears when using the BIOS password function.

If the problem exists in the BIOS, please contact the local service center for further help, or select the Category of the Web ticket as "Repair & Warranty" to report your problem.

Service Center Location: https://www.msi.com/page/service-location-new

If the problem doesn't appear in the BIOS, we suggest you try to update the latest BIOS, EC firmware and reinstall the keyboard driver in the Device Manager.

Video Tutorial:

- HOW-TO clean install drivers in Device Manager

2. Keyboard backlight problem

Please follow the following troubleshooting steps.

(A) Check the specification of your notebook to confirm if it supports keyboard backlight.

- Keyboard with multi-color backlight.

- Keyboard with single color backlight.

- Keyboard without color backlight.

(B) Remove the software of the external keyboard or mouse (optional)

(D) Reinstall keyboard driver in Device Manager.

FAQ:

- [How To] Find Support Webpage and Download Software for MSI Product

- [Troubleshooting] RGB Lighting Devices

- [Troubleshooting] SteelSeries GG cannot be installed/ updated successfully

Video Tutorial:

- HOW-TO clean install drivers in Device Manager

- HOW-TO set up light bar settings on Titan GT77HX

- HOW-TO set up Game Sync lighting effect

The specification on the MSI global website is a general set of available specifications. Please contact the dealer or where you purchased the notebook to check the actual specification.

https://www.msi.com/support/technical_details/registration-guide

MSI Customer Service Team would register the product for you. Please share the below information in the attachments when opening a web-ticket.

1. A photo showing the serial number sticker (NOT on the box.)

2. A valid copy of an invoice or other proof of purchase document. (Such documents should include the purchase date, item name, and price of the product.)

https://www.msi.com/support/technical_details/registration-guide

MSI Customer Service Team would modify the data for you. Please share the below information in the attachments when opening a web-ticket.