Acer V3-571-6850 Wont wake up from standby via external mouse/kb (LID closed)

mik101
mik101 Member Posts: 32 New User

As the title says I'm unable to make the Acer V3-571-6850 wake from standby in Windows 8 via an external mouse when the lid is closed (I'm using it with an external monitor via HDMI at the time).

 

I had no problem doing this with my Gateway NV44, and the Acer does wake up correctly from the Logitech wireless USB mouse when the lid is open.

 

I have the computer set to not sleep automatically when the lid is closed already, so that is not the problem. It just won't wake up after it times out to sleep or I manually put it to sleep, when the lid is closed.

 

The laptop looks like it tries to wake up (when I move the mouse the power LED turns blue and the HDD light flashes once or twice as if it was going to start waking up, but then immediately the LEDs go back out and the power one continues to blink orange). If I open the lid of the laptop (it will still be asleep) and then move my mouse, then it will wake up properly.

 

Everything I said applies to pressing a key on the external keyboard to wake it up as well. Obviously waking it up via the laptop keyboard works because the lid has to be open to hit a key.

 

I'm thinking this is something that will have to be fixed with another BIOS update, but I was wondering if anyone else has had this issue and if not, are Acer support actively monitoring this forum?

 

Thanks!

 

Acer V3-571-6850 (latest bios from the support site)

Windows 8 Pro x64 (not the factory installation)

128gb Crucial M4 SSD

Logitech MK320 (keyboard and mouse)

LG 23" E2360 via HDMI to DVI cable

I think that's all the realivant info.

 

Oh and I've tried it both with and without the Acer epower application installed as well and it doesn't make a difference.

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Answers

  • mik101
    mik101 Member Posts: 32 New User

    I've also verified that "Allow Device to wake the computer" is checked in both the mouse and keyboard entries in the power management tabs of the devices (in device manager) so that isn't the problem either.

  • mik101
    mik101 Member Posts: 32 New User

    Bump. Can someone else please try to wake their V3-571 with the lid closed from a usb mouse/keyboard?

     

    I still haven't had any luck getting this to work. My only resort left is to try reinstalling windows and see if it works, but I still suspect this may be bios related.

     

    Thanks.

  • mik101
    mik101 Member Posts: 32 New User

    I updated to BIOS 2.09 and unfortunately both of my issues (the DVD drive chatter on the SATA bus making the HDD indication LED flash constantly) and the not waking from USB devices with the laptop lid closed, remain.

     

    I should add that I'm booting with Secure Mode disabled (Legacy BIOS) as opposed to UEFI.

     

    Hopefully that will help support troubleshoot the issue easier. Sorry for not mentioning that before.

  • mik101
    mik101 Member Posts: 32 New User

    I see you guys are deleting the bumps (even though it was beyond what Acer-Tommy was willing to browse to when he was answering everyone elses issues yesterday). It was bumped so it would actually get seen again rather than just being swept under the rug.  This has been up for a week with no reply from the Acer staff, let alone anyone willing to take 5 minutes to troubleshoot on their own V3 a little. I have seen from other posts that the SATA chatter from the DVD drive (making the LED flash constantly) is happening to more users than just me.

     

     

    Even an answer of "We have no plans to fix this" is better than no response at all. Then I'd probably just return the thing as it's unacceptable to have to disable the DVD drive to stop the HDD indicator from having a siezure constantly (with nothing in the DVD drive) and not being able to wake up the laptop with an external keyboard and mouse with the lid closed when hooked to an external monitor -- Something that has been doable on the last 4 laptops I've owned from Gateway, HP, and Dell.

     

     

  • Tommy-Acer
    Tommy-Acer VIP Posts: 6,317 Seasoned Specialist WiFi Icon

    We've been on holiday for the last week and a half for Christmas and New Years.

     

    It will take some time for us to look into the issue.

  • mik101
    mik101 Member Posts: 32 New User

    Thank you for the reply Tommy, and I appoligize for getting upset, but how were we to realize that *no one* is on for the holidays? Might as well splash a big closed sign on the main page lol. Smiley Happy

     

    I've gotten a few replies from email support a few times today, but unfortunately it's just been common knowledge that I already mention trying in this thread. (Ie make sure it's not set to sleep when lid closed; make sure the kb/mouse are allowed to wake the computer in device manager; try with the epower application installed). I had linked to this thread in my original support email, so they should have already realized those fixes were already attempted and escallate my request to next level support. I have a feeling that this won't be resolved as my girlfriends Gateway NV53A exhibits exactly the same behaviour as the Acer (not waking with the lid closed, but will with the lid open, even though that one is set not to sleep when the lid is closed either). My Gateway NV44 powers on from standby correctly from a usb mouse/kb though, even with the lid closed. I'm not sure if the specifications changed at some point over the last 2-3 years or what. The NV44 is a year older than the NV53A.

     

    Please let me know if you guys figure anything out. I still haven't gotten to the bottom of the HDD LED rapidly flashing when the DVD rom isn't disabled in device manager either.

     

    Otherwise this machine is great for my needs. Just those two pesky issues.

     

    Thanks again.

  • Tommy-Acer
    Tommy-Acer VIP Posts: 6,317 Seasoned Specialist WiFi Icon

    I can understand the confusion with how the Community is presented and viewed.

    We are here to help facilitate communications within the community.  This community is not a system designed to provide technical support, as there are other avenues for that.  Instead, we want users to be able to help users.  When that is not possible, we will do our best to take an active role and assist our community members.

     

    So first, I need to state that the configuration as you have it listed goes outside our normal scope of support, specifically as regards the non-shipping version of the operating system and third party hardware.

     

    We're attempting to replicate the issue, but we are not having a problem with the standard configured hardware we're using:

    V3-571G with Windows 8 x64

    Acer wireless keyboard and mouse combo

    Acer external monitor

     

     

  • mik101
    mik101 Member Posts: 32 New User

    Thanks for taking the time to assist.

    I'll try to get my hands on another HDD and restore the backup from eRecovery to that drive, before I bother formatting the crucial -- but I know the HDD indicator problem existed before I swapped out the HDD. I didn't try using the monitor with the factory install, so I'm not sure if waking from standby with the lid closed was working before I swapped the HDD for the SSD and reinstalled Windows.

     

    I'd be wary of using that G model to troubleshoot the waking issue. It may behave differently on a machine with external graphics in addition to the Intel 4000 graphics. Are the bios flashes for the two machines the same or at least based on the same code? I have no experience with "Insyde", compared to something like AMI, Phoenix, Award, etc. UEFI in general is a little new to me. I'm stuck in the BIOS days I suppose.

     

    I tried using a wired usb keyboard and mouse and retried making it wake with the lid closed and it still won't. The behaviour is the same, it'll blink the power LED blue, once, as though it is going to power on, then immediately goes back to standby (blinking orange). After I do this, the only way to wake the laptop, even with the lid open, is to press the power button and it wakes up. If I put the laptop into standby again, and leave the lid open, then moving the mouse or pressing a button on my usb kb/mouse wakes it up properly. It will even wake up properly if you put it to sleep, close the lid, open the lid, and then move the mouse or press a button on the keyboard.

     

    It's as though:1. It will wake up fine via USB as long as

                               a) the lid is open

                               b) the user hasn't attempted to wake the device via usb with the lid closed already

                       2. It doesn't want to wake up with the lid closed

                       3. By trying to wake it up over USB with the lid closed, it no longer will try to wake up via usb input (see 1b)

     

    It's definitely a strange one to troubleshoot. =/

  • mik101
    mik101 Member Posts: 32 New User

    I borrowed a 1TB Toshiba 5400rpm drive from my roomates Sager (same model as the original just 250gb larger) and restored my factory Acer recovery image (USB backup) that I made of the original factory Windows8 install. I'm in the process of doing all of the Windows 8 updates and installing the driver updates and application updates with the Acer Live Updater. Unfortunately, both of my issues remain exactly as they did on the Windows 8x64 Pro install with the Crucial SSD.

     

    I made sure that Sleep when the lid closed is disabled and that the usb mouse and keyboard are both allowed to wake the device (which works fine as long as the lid is open, but if you close it, the machine will no longer wake up). Don't get me wrong, I can open the lid, wake up the machine, close the lid and continue to use the machine. But that's a huge pain in the butt all the time, rather than just being able to wake the machine from standby with the lid closed.

     

    I will double check again after all updates are finished.

     

    Edit: Just waiting for the newer Intel display driver to finish with LiveUpdater. I went though the device manager and watched which human interface devices appear and disappear when my USB receiver for my Logitech MK320 is plugged in and unplugged and verified that theyre allowed to wake the device, some were not, but toggling them has no effect. (Still can't wake the laptop with the lid closed).

     

    The last two things I can try are updating the display driver (waiting for that now) and I see that this monitor actually isn't hooked up with HDMI, right now its an HDMI to DVI adapter (my mistake), so I'm going to swap that for an HDMI cable just to rule that out. It's far fetched, but I'm willing to try anything at this point.

     

    Also, the HDD LED is still flickering away like crazy when there is little to no HDD activity, but if I disable the DVDROM drive in Device Manager the indicator barely flashes when there is little HDD activity (as it should be). I'll provide a video for this if my explanation is unclear. (With the DVDROM enabled, the amount of activity on the HDD indicator light seems dispurportionately greater than the amount of actual HDD activity as indicated by windows task manager). It doesn't matter if the drive is empty or not.

     

    Thanks for your time.

     

    Edit2: Ok so I swapped to an HDMI cable and updated the video drives and there was no change. Like I said I went through and enabled Allow device to wake computer in the device manager for all of the items that showed up when my USB reciever for the MK320 kb and mouse was plugged in (just in-case) but with no change in the behaviour.

     

    Plugged in:

     

     image

     

    Unplugged:

     

    image

     

    So no luck there, but I've also made two short videos (with really bad production values - haha) to demonstrate the two issues.

     

    HDD LED problem:

    http://dl.dropbox.com/u/10481943/M4V00775.MP4

     

    Standby/wake issue:

    http://dl.dropbox.com/u/10481943/M4V00776.MP4

     

    Thanks again.

  • mik101
    mik101 Member Posts: 32 New User

    The upcoming intel 12.x.x SATA driver seems to include a fix for the excessive SATA bus chatter (making the HDD led flash excessively when the DVDROM is enabled in device manager). Hopefully when/if that is actually officially released you guys can post a WHQL certified update for the V3-571. I'm currently running the Intel Rapid Storage Technology Driver 12.0.0.1013 beta, so tentatively that issue is resolved, at leat for me. 

     

    My issue with not being able to wake the laptop with the lid closed remains though.

     

    Otherwise I'm loving the machine. My only physical gripe is that the rubber protectors that keep the screen off of the keyboard when the lid closed arent thick enough. Any finger oils on the keyboard end up on the screen once the lid is closed. The buttons seem to actually touch it, so that probably will wear the screen in the long term.

  • mik101
    mik101 Member Posts: 32 New User

    I was excited to see Bios 2.11 posted but unfortunately it didn't fix either issue.

     

    I retested Intel RST 11.5(acer), 11.6(intel), 11.7(intel) and all still exhibit the rapid blinking HDD LED (constantly when there is no HDD accitivty whatsoever in task manager) without disabling the DVDROM in device manager. The intel 12 beta driver fixes the blinking issue, but I found out when I swapped my SSD back in that that version of the driver doesn't support Trim in Win8, so it's not a good solution either. Smiley Sad

    I guess it's back to the release driver, and disabling the DVDROM in Device Manager.


    The laptop still exhibits its refusal to wake with the lid closed via a usb input with both my SSD install and the factory OEM install on my other HDD as well.

     

    I know the modify date on the BIOS was only Christmas Day (posted today), so I'm remaining hopeful future releases may help.

  • Tommy-Acer
    Tommy-Acer VIP Posts: 6,317 Seasoned Specialist WiFi Icon

    Just an update to let you know that we're not forgetting the issue.

     

    This has been moved over to another group for assistance.

    Hopefully, we'll have some additional information "soon".

  • mik101
    mik101 Member Posts: 32 New User

    Perfect. Thanks for letting me know Tommy. Smiley Happy

  • Randy_McDermott
    Randy_McDermott Member Posts: 5 New User

    I have the same wake up problem on a V3-551-X489. I've spent a lot of time researching it to no avail. I emailed support about an hour ago. If I get a resolution I'll update this thread. Looking forward to an answer. Thanks in advance.

  • Randy_McDermott
    Randy_McDermott Member Posts: 5 New User

    mik101: With regard to your wake problem (mine too) I just received the following: 

     

    <I understand that the system fails to wake from sleep mode when the lid is closed.

    <Unfortunately, the system can't be waked from sleep mode using a mouse or keyboard, when the lid is closed.

     

    That kinda sux don't it?

  • mik101
    mik101 Member Posts: 32 New User

    It sucks greatly, as my monitor stand has a spot for the laptop underneith it, which only works when it's closed (for obvious reasons).

     

    Service stopped emailing me back after I said that everything I tried above didn't work, but they never suggested that it would never work. Now I'm not a happy customer. 

     

    Acer-Tommy has been the only one consistently updating me at all, so I thank him for that.

     

    Since now they waited until after Jan 6th to relay that information is Acer going to give me a refund? Because at this point Best Buy won't...

     

    It's rediculous as my 3 year old Gateway NV44 is able to do it, as well as my TEN year old Dell.

  • Randy_McDermott
    Randy_McDermott Member Posts: 5 New User

    Arrg!!! Major pain for you. At least mine is usable. I'm just upset at any reason that I have to get up off my lazy butt. Now I have to get up to turn mine on. If you indeed can't use it in the way that you want I'd suggest you push Best Buy (nicely) explaining the situation to the store manager. If you can't get them to come across go after Acer. (Let's see how long this comment stays posted).

     

    I actually got email from two support reps. The first one told me to change my wireless addapter power setting from 'Maximum Savings' to 'Maximum Performance'. I was sure that that wasn't going to help but tried it anyway. I emailed back to say that didn't work and did they have any other ideas. I re-explained that the wireless keyboard and mouse would bring it out of sleep if the lid was open but not when it was closed. Still waiting for an answer.

     

    I copied you on what the other guy said (above) but left out the part where he told me to change the setting for what happens when I close the lid to 'Nothing'...like that's going to help.

     

    It sounds to me that you are pretty conversant with computers (like myself) and probably jump through hoops to sort a problem out yourself before <gulp> contacting tech support. My experience with them has been pretty dismall over the years. I think Acer is no better and no worse than anyone else. Take heart mik101...it'll all be over soon. Cheers!

  • mik101
    mik101 Member Posts: 32 New User

    Hey Randy, sorry for not coming back in so long. I'm just getting digusted with this whole process.

    Yes usually I can fix almost anything. I'm an electronic engineering technician by trade. Smiley Wink

     

    The new BIOS 2.13 was released and got me excited again, but alas it doesn't fix either of the issues.

     

    I also haven't heard from Acer in a while.

     

    The likely fix to the lid issue is disabling the lid switch, but acer support won't entertain that idea (likely because the general support doesn't understand it), and obviously they don't want me to talk directly with the engineer *supposedly* working on the issue. The general support staff keep offering nothing but canned emails and telling me not to modify the laptop. Frankly, it's my laptop and I can do what I wish with it -- I'd never actually send it in for repairs as I can do just as good of a job as their techs and one of my best friends rebuilds Acer laptops every day, so no worries there.

     

    This thread was coming up first on google when this model number was searched, so it's definitely causing bad publicity for Acer as the issues continue to be avoided.

     

    I'm still not a happy camper, as I feel I'm just being ignored.  I've wasted too many hours troubleshooting this machine, and obviously should have just returned it and not dealt with support in the first place.

  • mik101
    mik101 Member Posts: 32 New User

    Bug 3: Some devices plugged into the usb port need to be ejected twice because it will always fail on the first attempt but second attempt works every time. Device is not busy, does not have anything open, and is not locked by any windows processes. *sigh*

     

    Edit: Played around with a few versions of the Intel USB3 driver and it seems to be resolved.

     

    The most troublesome is the persistent non-waking with the lid closed issue, that I'm guessing will never be resolved as Acer still hasn't said anything about the issue other than "an engineer is working on it"...

This discussion has been closed.