tópico Re: Aspire S7-392 Power-Off/Sleep Problem em Ultra-Thin

Aspire S7-392 Power-Off/Sleep Problem

David_Longmuir — Sun, 03 Nov 2013 04:40:36 GMT

I bought my Aspire S7-392 on 18 August 2013 and immediately went ahead with loading all the software that I use for my business. All was fine and things were all running smoothly - until I made the update to Windows 8.1!

The update to Windows 8.1 made it impossible to shut down the computer normally, or to put it in to Sleep mode by closing the lid.

The symptoms of the problem are as follows:-

Under Windows 8.1

Restart: As expected

Shut Down: Screen goes black (no backlight)

Blue LED stays on

The computer is still available on the network

After holding in the power button for 5 or so seconds,

LED turns off

The computer is not available on the network, presumably shut down

Close Lid: Screen goes black (no backlight)

Blue LED stays on

The computer is still available on the network

After holding in the power button for 5 and more seconds,

No change

Press Reset Button for several seconds (Paper clip in hole on base of unit)

LED goes off

Computer is no longer available on the network, presumably shut down

(The latest BIOS, and drivers for the S7-392 for Windows 8.1 64-bit are installed)

Under Windows 8, Shut Down and closing the lid behave as described in the manual

After reinstalling the Operating System three times now, the first time after having to re-format the C: drive after major corruption, and by generally stumbling about using trial and error (mainly error!) I think I have located the cause of the problem.

I found that there are two programs that I installed which cause the power-off issue:

Adobe Acrobat X Pro

CorelDRAW Graphics Suite X6

Uninstalling these programs (using Revo Uninstaller Pro) does not remedy the problem. However, a System Restore to a previously functional state does remove the problem.

I also have a Surface Pro 2 and it runs both the programs I mentioned without any issues. So I am inclined to think that there is a problem with an Acer driver somewhere rather than with Windows 8.1 - or maybe not, because I seem to be the only person on the planet with this problem!

Any suggestions on how to resolve this issue so that I can install Acrobat and CorelDRAW again would be very welcome.

With many thanks,

David

Re: Aspire S7-392 Power-Off/Sleep Problem

alqz — Sat, 16 Nov 2013 11:17:47 GMT

Hi! I have the same problem.

My Acer Aspire S7-392 has trouble sleeping by closing the lid.

Shutting down is no problem, but whenever I close the lid, the blue indicator light remains lit, although the screen turns off.

To sidestep this problem, I must sleep the computer without closing the lid. What I mean is pressing Fn+W keys, which sleeps the computer or going to the Settings Charm and then choosing sleep.

However, even manually sleeping the computer doesn't work. This usually occurs when I have apps open, especially Google Chrome. When I manually sleep the computer while Google Chrome is open, the monitor turns off but the blue light never does. I notice that the computer doesn't truly sleep, as any music that was playing remains playing after the monitor turns off.

After the monitor turns off, there is no way to turn it back on. I have to do a manual shut down (by holding the power button for 10 seconds), and then restart, losing everything I had before sleep.

This problem existed only after the Windos 8.1 update. Nothing like this occured before.

A friend of mine who bought the exact same computer at the exact same time has the exact same problem.

Would really appreciate it if Acer could release a driver update sometime soon.

Re: Aspire S7-392 Power-Off/Sleep Problem

kirkegaard — Mon, 25 Nov 2013 19:42:20 GMT

I have the same problem.

Also happens when the computer should go into sleep (e.g. after set idle time).

I need to start computer with power button, to boot computer.

Re: Aspire S7-392 Power-Off/Sleep Problem

ygritte11 — Tue, 26 Nov 2013 05:16:12 GMT

I am having the exact same problem and it is causing extreme frustration as i keep losing downloads in the middle (other work as well), as the computer is (sort of) sleeping, but in order to turn it back on i have to manually turn it off and on. i just bought my s7-392 and updated to windows 8.1 right off the bat, so i have had this issue the entire time i've been using the computer. very unhappy thus far.

Re: Aspire S7-392 Power-Off/Sleep Problem

Acer-Cory — Wed, 27 Nov 2013 16:37:50 GMT

I'm not aware of any specific issues that would be causing this problem. I'm asking some questions, and we're running tests locally on our S7-392. I just want to post to let you know we're looking into this and I'll update here once I know more.

Re: Aspire S7-392 Power-Off/Sleep Problem

ian_shum — Thu, 28 Nov 2013 00:15:29 GMT

My 392 also exhibits similar sleep issue after returning from a local acer service center.

The laptop worked perfectly for about a month's time since purchase, then 8.1 came and I updated right away. Everything looked good until 2 weeks later when it resumed from sleep, it displayed an acer error screen and rebooted itself in a closed loop. I took it back to acer and a week later, the tech updated the bios and restored the laptop back to 8. According to what he said, the ssd/driver have issue with 8.1, so upgrade to 8.1 is not recommended until further update.

So, the laptop is now stuck in 8, but boots and shuts down perfectly; however, it will no longer go to sleep when the lid is closed. Instead, the mon will shut, but the orange light won't glow, and i can tell the whole thing is still running except for the mon. To make matter worse, there is nothing i can do to bring this mon back on except long pressing the power button.

Given the excellent boot up time, this is not a deal breaker, but sucks anyway.

Re: Aspire S7-392 Power-Off/Sleep Problem

tomsmum — Sat, 30 Nov 2013 00:24:32 GMT

Also having a similar/same issue

i have a fresh install of windows 8.1, and have installed all drivers listed on the acer website. windows screensaver is set to off.

tests are on battery power only (have not tried connecting to AC power).

issue #1

i have the laptop screen set to turn off after 1 min on battery, (5 mins on power for diagnostics purposes), and have set Sleep to Never (and tried 5 hours but both have the same outcome). after approx 1 minute, the screen turns off, but 10 seconds later the screen goes black. the blue power light stays on. the acer words on the lid are no longer lit.

within about 10 seconds, i can do anything and the screen will turn back on. i can also press the power button and the laptop will goto sleep (i have the power button set to sleep when pressed).

however, after 10 seconds, i cannot wake it up doing any of these: touchpad, Windows key, touch screen, close/open lid, press power button). the only way is to hold power button to force it off.

issue #2:

also, when the laptop has been idle for a few minutes and i close the lid to put the laptop goes to sleep (orange blinking light), i get the black screen when i lift the lid again. i must hold power button to turn it off and back on again

hope this helps. will you work on a fix because it is frustrating?

Re: Aspire S7-392 Power-Off/Sleep Problem

thecobra — Sat, 30 Nov 2013 10:40:17 GMT

This has been a problem consistently with windows since the dawn of time. I actually thought they'd finnaly got it with win7 but no, along comes win8.1 and ruins everything.

You'd think they were doing it on purpose. MS will probably eventually fix it and then that fix may be altered by certain laptop manufacturers if necessary.

Re: Aspire S7-392 Power-Off/Sleep Problem

Acer-Cory — Mon, 02 Dec 2013 18:20:59 GMT

So, I've gotten feedback from enigineers on the S7-392. We haven't been able to duplicate any specific issues with the S7-392 doing into coming out of sleep. I understand that doesn't mean that you all aren't experiencing any issues, but I need more help in being able to replicate them.

Our S7-392 was updated to 8.1 via the MS Store. We tested Sleep functionality, so if you're dealing with hybrid or hibernation, make sure we're specific with the issue the power management settings used.

Some simplified notes from tests were:

Set to SLEEP. Screen goes black, power LED flashes red, any key awakens system
Set to SLEEP. Close Lid, screen turned off, LED flashed red, Opening lid awakens system. Network connects.
Set SLEEP. Watch youtube video, pause, system goes to sleep after set time. key press awakens system, network connects, video continues playback when resumed.
System would not go to sleep with active download running.

Re: Aspire S7-392 Power-Off/Sleep Problem

Jodie — Tue, 03 Dec 2013 17:56:52 GMT

I bought mine about two weeks before the 8.1 update. It was fine before, but after the update decided it didn't want to wake from sleep.

After reading the info here I decided to give Acer customer service a try. Did so via chat. While my helper went to look up a solution I worked on my other computer and my Acer went to into its coma. I reconnected and did what was suggested: reinstall the VGA driver. While reinstalling I was prompted that I was installing an older version, I told it to go ahead. Since my computer has now been ever-ready to wake it fron the 24 hours since the reinstall, the culprit must have been the new driver.

Sure hope this is helpful to some of you!

Jodie

Re: Aspire S7-392 Power-Off/Sleep Problem

kirkegaard — Tue, 03 Dec 2013 20:49:03 GMT

Thanks to Jodie for tip on the VGA driver. Which driver version did you install?

I tried to install the 8.1 driver on the Acer website (v10.18.10.3304) without any improvement.

Even tried the 8 driver on the Acer website (9.18.10.3131), also without any improvement.

Re: Aspire S7-392 Power-Off/Sleep Problem

satodd1967 — Wed, 04 Dec 2013 03:49:35 GMT

All I have the exact same problem..the notes are correct. In general the laptop simply won't go to sleep. Any action that would normally put the laptop to sleep ie pressing the power button, FN Sleep, closing the lid, etc. turns the screen black and the lapto locks up completely. The only way to resolve this is to power down the laptop innapropriately and then power it back on.

This is not mildly frustrating this is crippling and basically makes the laptop useless. This is not a windows 8.1 issue as I have 2 acer aspire s7 11 inch laptops neither of which have this problem and both are upgraded to windows 8.1 via the app store the same way this one was. This is a major manufacturer defect on a laptop that was over $1,600. This is completely unnaceptable.

I read on another thread about a similiar problem that certain adobe products such as adobe acrobat caused the issue so you might start there.

Just so I'm clear if this issue isn't fixed very soon I intend to go to every review for this laptop and every single manufactures website pip for this laptop as well as any internet blog or forum and the acer product page and post a negative review of this laptop warning customers not to make the purchase. The amount of time I spend doing this will amount to nothing considering the wasted productivity due to this issue.

I've spent over 5 grand on Acer laptops this year and I expect to not have to deal with things of this nature for the price I'm paying I assume everyone else on this thread and the other related threads on your forum feel the same way this is a massive issue for you highest level flagship laptop that I expect you to fix or I will make sure that you stop selling these.

Re: Aspire S7-392 Power-Off/Sleep Problem

Acer-Cory — Wed, 04 Dec 2013 14:34:10 GMT

I can understand some frustration satodd1967, but I might recommend reloading to Windows 8 if this issue is causing you that much of an issue. I would recommend reinstalling the 8.1 update on a clean OS to see what if anything improves. Other options might be to adjust your power management to prevent sleep.

I hope you've viewed my post from yesterday, we've been working on trying to identify the issue, but we've been unsuccessful at duplicating the issues brought up in this thread. Any feedback on your setup, what drivers you have, would be helpful.

I have to say that I don't believe that this is a "major manufacturer defect". It is an issue we want to help with and fix if we can identify the issue. If someone who is having the issue is willing to work with our support teams, we could troubleshoot over the phone and potentially setup an evaluation with our Engineers.

Finally, I would suggest going into your Event Viewer and seeing what is happening when the system is locking up, how long is it taking and what is Windows trying to do. To get to the Event Viewer open your charms bar and search "view event". From there you'd want to look at Windows Logs -> System.

Re: Aspire S7-392 Power-Off/Sleep Problem

jmyii — Sun, 08 Dec 2013 02:52:30 GMT

Jodie, where did you "reinstall" from - what version. Would be very helpfu to know ... though I'm waiting on the Windows 8.1 upgrade until some of this is sorted.

Re: Aspire S7-392 Power-Off/Sleep Problem

ygritte11 — Mon, 09 Dec 2013 06:34:53 GMT

I would be happy to volunteer to have someone help me out over the phone with this issue, as long as acer is happy to call australia. however, i'm also going to try updating the vga driver right now, as when i updated all the other drivers, i left that one out due to it saying it was an older version.

Re: Aspire S7-392 Power-Off/Sleep Problem

afajardo25 — Sun, 15 Dec 2013 22:35:45 GMT

Everyone with THIS model. I read what I could throughout the internet and Jodie's solution was the best one and fixed the problem.

The driver on the Acer Driver's page for this model located here - http://global-download.acer.com/GDFiles/Driver/VGA/VGA_Intel_9.18.10.3131_W8x64_A.zip?acerid=635071381704559121&Step1=ULTRA-THIN&Step2=ASPIRE&Step3=ASPIRE%20S7-392&OS=ALL&LC=en&BC=ACER&SC=PA_6

is the best solution. It does allow the computer to finally sleep BOTH when the lid is closed and/or when the time you have allotted for "sleep" has been reached with the lid open.

Hopefully Acer can get with MS to have the right driver installed with 8.1 for future people, so they are not on a mission like we all were.

Re: Aspire S7-392 Power-Off/Sleep Problem

agar7773 — Tue, 17 Dec 2013 04:45:02 GMT

I installed the new drivers for Windows 8.1 from Acer Site. They take care of this problem and improved several other functions (my Wi-Fi connection seems more estable, among other changes). Just be careful to install the new drivers (Windows 8.1) instead of the old ones (Windows 8), since you are going to find first the drivers for Windows 8 in the drivers page.

Re: Aspire S7-392 Power-Off/Sleep Problem

Acer-Cory — Wed, 18 Dec 2013 17:21:47 GMT

It's been over a week since afajardo25's post. I'd like to hear any decension with this process. I will be marking his post as an accepted solution as we've had nothing but success with the drivers posted and it appears that others have had success with updating their drivers.

Thanks,
Cory

Re: Aspire S7-392 Power-Off/Sleep Problem

David_Longmuir — Thu, 19 Dec 2013 02:03:52 GMT

In my original post I wrote that my S7-392 was running perfectly under Windows 8.1 with all the latest Acer drivers (for Windows 8.1). My problem with the Power-Off/Sleep issue only arose after installing Adobe Acrobat X and/or CorelDRAW Graphics Suite X6.

Anyway, I thought I would give it another try and have just installed both Acrobat X and CDGS X6. I can now report that the Power-Off/Sleep problem did not reappear!

The only difference that I can discern between this time and the previous time is that the December updates for Windows 8.1 have been installed on the S7.

Anyway, for whatever reason, the original problem has gone away and I can get back to fully enjoying using this rather amazing Ultrabook!!

With Season's Greetings and thanks to all...

David

Re: Aspire S7-392 Power-Off/Sleep Problem

David_Longmuir — Thu, 26 Dec 2013 01:23:54 GMT

It seems that the issue reported in the original post may not have been completely resolved...

One of the DVDs I got for Christmas came with an Ultraviolet version and I went ahead to install the necessary software so I could watch the movie on my Aspire S7. I used VUDU so I installed 'VUDU To Go' which also installs Adobe Air.

The first problem I found was that the screen was black in full-screen mode and only showed the VUDU player's controls while the audio continued to play. When I tried shut down to see if a re-boot would have any effect it was apparent that the original problem was back; the S7 would not turn off and could only be shut down by using a paper-clip in the reset hole. I went on and confirmed that all the original symptoms were present.

Anyway, I then did a system restore to remove the VUDU player(I now routinely create a restore point after all successful system changes) and decided just to watch the DVD on my TV for now!

Happy Boxing Day!

David