tópico Re: Iconia W510 Win 8.1 no HDMI and no tablet USB em Windows Tablets

Iconia W510 Win 8.1 no HDMI and no tablet USB

Bavega — Wed, 19 Mar 2014 13:14:27 GMT

I have an Iconia 510 that I have updated to Win 8.1 via the link in the Store App. The PC has all updates from Windows Update. I have instlled the Acer 3.02 driver package (1176 graphics display driver). The same goes for the BIOS, which is the latest available.

My problems are:

1. No HDMI. It is completely dead. It does not find any of the displays I connect. Cables and HDMI inuts on tested displays work with other devices, so the problem is with the W510.

2. The USB port on the tablet itself is also dead. No matter what I connect, it does nt power up/show up in device manager/explorer.

Everything else works as it should.

Both ports are only used occasionally, so it may be that they never worked with Win 8.1. Are there any known issues, something I am mssing or should I have it serviced (still under warranty)?

Thanks in advance!

Re: Iconia W510 Win 8.1 no HDMI and no tablet USB

billsey — Wed, 19 Mar 2014 16:21:04 GMT

First step is to take a look at Device Manager to see if you have any devices that are showing errors. Look for exclamation points or red 'x's...

Re: Iconia W510 Win 8.1 no HDMI and no tablet USB

Bavega — Thu, 20 Mar 2014 14:43:30 GMT

Thank you for your input!

I should have said that a look in the Device Manager shows no problems at all. No exclamation marks or crosses.

What would be the next step to take?

Re: Iconia W510 Win 8.1 no HDMI and no tablet USB

billsey — Thu, 20 Mar 2014 16:19:21 GMT

The next step is to figure out of the problematic devices show up at all. If they're there and the system thinks they're working already then you may be able to just delete them and let the OS add them back in. If they're not there at all, though that explains why they don't work, it'll be a bit tougher.

Re: Iconia W510 Win 8.1 no HDMI and no tablet USB

Bavega — Fri, 21 Mar 2014 08:29:02 GMT

Again, thanks for your time!

They do show up in Device Manager, where they look normal. I deleted them and rebooted. Upon reboot the system reinstalled the drivers. I rebooted the system again and tried both the USB port on the tablet and the HDMI output (with Fn+F5). No change, they still look normal in device manager but are completely dead. If I try to charge a USB device connected to the tablet port it does not charge, so I guess there is no current at all in the port.

Hardware fault that requires service or am I missing something? Are there any known problems with the W510 and Win 8.1 that may be behind my problems?

Re: Iconia W510 Win 8.1 no HDMI and no tablet USB

billsey — Fri, 21 Mar 2014 17:18:11 GMT

Boy, I'm leaning toward hardware now. Though it's possible that there's a software switch to turn power off I can't think of any reason it'd hit both USB and HDMI at the same time. Hardware might be the entire 5V circuit, since motherboard components use lower voltages these days...

Re: Iconia W510 Win 8.1 no HDMI and no tablet USB

padgett — Fri, 21 Mar 2014 23:04:42 GMT

Agree about the only common point is that they are next to each other so a physical problem could manifest on both. I'd contact Acer next and request an RMA if they ha no idea.

Re: Iconia W510 Win 8.1 no HDMI and no tablet USB

jhutcheon — Thu, 03 Apr 2014 02:40:00 GMT

I'm the project manager of our agency tablet deployment and we have about a dozen users (of 900+) that have this same issue. I have previously posted in this forum with no real result.

Our specific issue is that the HDMI port won't produce a display - either with HDMI or VGA adaptor. External monitors etc simply to not get detected in windows. It appears to be hardware - and when we have sent some tablets back under warranty - we get a motherboard replacement but with still no idea of what the problem is.

The unusual thing with this issue is that once one of our users has the problem - if we replace their tablet and they log into a new tablet - it creates the problem on the new tablet - eg effectivity destroys the display output. We suspect its profile related but have yet to figure it out. We have sent devices back to ACER with no response as yet.

We have one workaround - to use an external usb/VGA adaptor such as HPdisplaylink - these are a little laggy but will enable users to use an external monitor. The problem with this however is the driver causes the camera app (video function) not to work.

This issue has been driving us mad for months and has been the main issue with the device in what has otherwise been a pretty smooth deployment.

Re: Iconia W510 Win 8.1 no HDMI and no tablet USB

billsey — Thu, 03 Apr 2014 04:50:26 GMT

What does 'Windows-p' show when the HDMI is connected? What does Screen Resolution show? Just the tablet monitor?

Re: Iconia W510 Win 8.1 no HDMI and no tablet USB

jhutcheon — Thu, 03 Apr 2014 09:27:52 GMT

Windows + P will allow you to select duplicate, extend etc - but when you select one it will always go back to PC screen only. Then screen resolution option will only detect the tablet display and not identify any other monitor (we've tried many makes and models). This issue has our whole IT dept stumped.

Some people report that the problem starts when they select Win + P and second screen only, and it then fails.

Re: Iconia W510 Win 8.1 no HDMI and no tablet USB

Acer-Cory — Thu, 03 Apr 2014 16:59:42 GMT

jhutcheon wrote:

I'm the project manager of our agency tablet deployment and we have about a dozen users (of 900+) that have this same issue. I have previously posted in this forum with no real result.

Our specific issue is that the HDMI port won't produce a display - either with HDMI or VGA adaptor. External monitors etc simply to not get detected in windows. It appears to be hardware - and when we have sent some tablets back under warranty - we get a motherboard replacement but with still no idea of what the problem is.

The unusual thing with this issue is that once one of our users has the problem - if we replace their tablet and they log into a new tablet - it creates the problem on the new tablet - eg effectivity destroys the display output. We suspect its profile related but have yet to figure it out. We have sent devices back to ACER with no response as yet.

We have one workaround - to use an external usb/VGA adaptor such as HPdisplaylink - these are a little laggy but will enable users to use an external monitor. The problem with this however is the driver causes the camera app (video function) not to work.

This issue has been driving us mad for months and has been the main issue with the device in what has otherwise been a pretty smooth deployment.

@jhutcheon - Could you send me a couple serial numbers or case numbers for these repairs? I'll see if I can start putting some information together. Also, if you have anymore that are coming in or you plan to send it, let me know, maybe we can have the repair teams take a deeper look.

A couple questions I have here would be:

Are these Win 8 upgraded to 8.1 or our they OEM 8.1 loads. (if upgrade to 8.1, can we go back to Win8 to see if the problem continues?)
What is the graphics driver installed
Do we have the 3.02 driver pack installed off of the website? Link

Re: Iconia W510 Win 8.1 no HDMI and no tablet USB

padgett — Fri, 04 Apr 2014 02:20:04 GMT

At this point the only thing I can think of is to buy a signal tester like this and see if it tells you anything: compare a good system to a bad. I suspect sonething is different (also tend to buy oddball tools just to have).

Re: Iconia W510 Win 8.1 no HDMI and no tablet USB

jhutcheon — Fri, 04 Apr 2014 09:04:57 GMT

sure thing, when I return to work on Monday, I'll track down the numbers. We have another dozen or so waiting in the wings hoping for a resolution.

We are using a corporate image deployed by SCCM, still using Win 8.0

My tablet (with the problem) is running 9.14.3.1170 but the standard image has a previous driver.

I've tried the 3.01 pack, will attempt the new one - but the fact a re-image applied to a faulty tablet doesn't fix it suggests a hardware issue.

Re: Iconia W510 Win 8.1 no HDMI and no tablet USB

jhutcheon — Sun, 06 Apr 2014 11:45:51 GMT

SNID ****

[edited for privacy - please use the Private Message system for personal/unique information]

This tablet is one of the two that were sent to Acer for 'investigation' - or local service agent Iris Computing in Hobart forwarded to the Acer Sydney office. (The TB# is our internal asset number).

We also have a fleet of bootcamped iMacs in our department running windows 7. Some of these have external HDMI adaptors etc. I'm also wondering if these machines can do something to the user profiles to cause the issue.

Re: Iconia W510 Win 8.1 no HDMI and no tablet USB

Chris — Tue, 29 Apr 2014 07:18:48 GMT

Hello jhutcheon,

I am a second level technician for Acer Australia. Can you please PM me your details and will contact you regarding the issue you have raised.

Thanks

Chris

Re: Iconia W510 Win 8.1 no HDMI and no tablet USB

Bavega — Mon, 02 Jun 2014 11:54:14 GMT

Sorry for not getting back sooner, but it seems someone else kept this thread alive with the same problem.

Yes, it was a hardware problem and the service point replaced my motherboard.

Everything now works as it should and as an bonus I got a 64 GB motherboard. :-)

Re: Iconia W510 Win 8.1 no HDMI and no tablet USB

jhutcheon — Wed, 04 Jun 2014 07:58:19 GMT

This issue keeps continuing, and as mentioned we have 1040 tablets in our fleet, however about 30 are out for repair due to this issue. We don't know what causes it and our only advice from Acer is to send it back to replace the motherboard.

Acer will run out of motherboards eventually, then what? It would be great to at least know what causes the problem.