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Sometimes users experience problems with their computer that are not easy to resolve using normal troubleshooting.  This could include the computer not starting, unexpected error messages, the computer running slow, problems loading Windows, or viruses and malware.  In these situations, it may be a good idea to completely restore your computer, to get it working properly again. Below are some links that will help you, if you decide you want to recover your system.   If you're not sure where to start, we have the following guided assistance: System Recovery Walkthrough   Options for Windows XP through Windows 7 Using System Restore in Windows XP, Vista and 7 How do I restore my computer using the eRecovery Management program? How do I restore my computer using the eRecovery Management program outside of Windows?   Options for Windows 8 Requirements for Creating Windows 8 Recovery Media Create an Acer Factory Default Backup in Windows 8 Using Acer Recovery Management to Restore Windows 8 Restoring your computer using a USB recovery drive     If you are unable to make your recovery media, you may be able to Purchase Recovery Media.
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Question How do I use my webcam Answer Using Acer Crystal Eye webcam Many Acer users request assistance using their webcams for taking pictures and video chat. Acer ships Acer Crystal Eye software that will allow you to take still pictures and record video, using the built-in camera.   To test if your webcam is working, launch the Acer Crystal Eye software. If you see an image from the Camera on the screen, your camera is working.   If you do not see an image on the screen, you can try the options below. Go to http://www.acer.com, click Support, then Drivers and Manuals. Download and install the Crystal Eye Webcam driver for your model. Download and install the Crystal Eye Webcam application, if there is one available for your system. Once the software is installed, reboot, and launch the Crystal Eye software to see if you can see an image from the camera. If you do not, it is recommended to contact technical support for your region. If you want to use the webcam for video chat, you would need to download a third party program that supports video chat.
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Looking for Drivers or Manuals, want to talk to an Acer Tech or just read Acer FAQs?  Read this article for information about how Acer is here to help you get the most out of your Acer Product.
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Question How do I boot Windows 8 into Safe mode? Answer Windows 8 does not allow for pressing F8 on startup to enter Safe Mode. If you would like to boot the computer into Startup Settings or Safe mode in Windows 8, use the steps in the article below.   Windows 8 Startup Settings/Safe mode
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Question Can I download an Acer recovery program for my computer? Answer Acer ships all new Windows computers with a Recovery application that allows users to create system recovery media, and recover the computer’s operating system from the hard drive.   If you are no longer able to use the Recovery application, you can use recovery media you created to restore the system. If you do not have access to a set of recovery media, you may be able to purchase them by visiting our Acer Store and clicking on eRecovery.   If the eRecovery application has been removed or the hidden partition has been altered, there is no download available that will allow you to restore it.
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A quick search on the community shows many issues related to forgotten or missing passwords. It’s clearly an issue all of us have experienced at some point in time with varying degrees of importance and frustration. In this article, I’ll provide a high level overview of common password types, what you can do to secure your password, and what Acer can do if you’re not able to get into your system.  In this article we’ll discuss three types of passwords;   Hardware Passwords (BIOS and HDD Passwords) Operating System (OS) Passwords (for Windows, Android, etc..) Web and Application Passwords (Email, Instant Messenger, etc..)   Hardware Passwords For the most part there are two types of hardware passwords that can be created on Acer products: A BIOS password, and a Hard Disk Drive (HDD) password. These passwords add an additional level of security before a user is allowed to load the operating system. These passwords can also be a liability due to the fact that if the owner forgets his or her password, the machine will not boot up and there are very few if no options available from the end user side to reset them.   When to use a BIOS or HDD Password? – I personally do not suggest using these passwords unless you have a specific function that requires them, such as a business machine that may be accessed by someone not involved with the business.   What can Acer do if I’ve lost or forgotten my BIOS or HDD password? – Acer has tools and procedures available to remove and reset these passwords. This process is only used within an authorized Acer repair facility. Contact your local Acer Service team to inquire about pricing and service options.   Operating System Passwords An OS password is a password tied to an account used to access the operating system. The account is what you use to store settings and maintain some private data. These passwords have typically been stored locally but with the release of Windows 8, you can now use your Microsoft account to access your computer.  This would allow you to change or reset your password from another machine.   When to use an Operating System Password? – An OS password is a great tool for anyone who shares a computer with others, and wants their own settings and configuration without having to share personal data.   What can Acer do if I’ve lost or forgotten my Operating System password? – Proactively, Acer provides you with all of the tools you’ll need.  For pre-Windows 8 units, we have articles on how to create a password recovery disk (http://acer.custhelp.com/app/answers/detail/a_id/6770 ).  If you don’t have access to this tool and cannot access your system, Acer will recommend using the recovery options to restore the system (this will erase all data, so there are consequences). You can use Recovery Disks (http://acer.custhelp.com/app/answers/detail/a_id/12866) you would have made previously, or attempt to reload the machine before Windows loads (http://acer.custhelp.com/app/answers/detail/a_id/2631). For Windows 8 units, a Microsoft account can be reset by using another computer and visiting http://windows.microsoft.com/en-US/windows-8/forgot-windows-password.   Web and Application Passwords Passwords used on the Web or other Applications such as email, instant messaging, Facebook, Twitter or online services are controlled by the company that provides the software or web interface. These providers have lost password features that will help you retrieve or reset your password.  Acer cannot provide any assistance with this process.   What can you do to secure your passwords? I suggest everyone takes some time to learn more about passwords; a quick Google search for “a guide to secure passwords” provides numerous articles on how to create strong passwords and even some tricks to help your remember them. While I don’t recommend any one method, using what you feel is the best information from these resources, combined with others, will help you be secure.   Another tool that is very useful is a password manager (http://en.wikipedia.org/wiki/Password_manager). These help organize and maintain all of your passwords with one master password. The downside to this if you lose your master password it can cause issues for multiple services, so use it wisely.
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Question How do I use eRecovery to restore software for Windows 7? Answer Acer provides eRecovery software that allows you to create recovery media, reinstall Windows, or just reinstall drivers and applications. For instructions for using recovery software for Windows 7, please visit our knowledgebase links below.   Using Recovery Disks How do I create a set of backup recovery disks?  Purchase Recovery Media   Recovering your system with eRecovery How do I restore my computer using the eRecovery Management program outside of Windows?    How do I restore my computer using the eRecovery Management program?     Reinstalling Applications and Drivers Reinstall Drivers or Applications with Acer Recovery Management Using eRecovery to restore drivers and applications How do I use the Acer Hardware Vendor Detection Utility to find the correct drivers for my computer Downloading and Installing drivers for my Windows 7 computer
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Question Why isn’t my touchpad working properly? Answer If your touchpad is not working properly there can be several reasons for it. In this article, we will cover some of the most common issues with touchpads and provide suggestions to resolve those issues.   1. Enable/disable your touchpad - Many systems allow you to turn the touchpad On or Off by pressing the FN and F7 keys at the same time. You can find complete instructions at http://acer.custhelp.com/app/answers/detail/a_id/5700.   2. Adjust touchpad sensitivity – If your cursor is moving too fast or too slow, you can try changing your touchpad sensitivity.               Windows 8/8.1 - http://acer.custhelp.com/app/answers/detail/a_id/5839        Windows 7 - http://acer.custhelp.com/app/answers/detail/a_id/5839        Vista - http://acer.custhelp.com/app/answers/detail/a_id/5795   3. Cursor moves or jumps around when typing – It is possible to brush or touch the touchpad with your hand while typing or using your computer. This can cause thecursor to jump around or even leave the window.  If this is happening, the best thing to do is disable the tap to click function, or possibly even completely disabling the touchpad.                      Windows 8/8.1 - http://acer.custhelp.com/app/answers/detail/a_id/12386         Windows 7 and Vista - http://acer.custhelp.com/app/answers/detail/a_id/6752        Windows XP - http://acer.custhelp.com/app/answers/detail/a_id/4124   4. Reinstall touchpad drivers – Missing or incorrect drivers may cause your touchpad to not work properly. Check in device manager to make sure your touchpad is reporting properly. If it does not report properly, or your touchpad is not working properly, you can try uninstalling the driver, then downloading and installing the latest driver from our support site. You can find instructions at http://acer.custhelp.com/app/answers/detail/a_id/10836.   5. Gestures aren’t working – Some gestures have changed with Windows 8.1. Make sure you are familiar with what gestures your touchpad supports. You can find supported gestures and instructions for configuring touchpads at the links below.              Windows 8/8.1 - http://acer.custhelp.com/app/answers/detail/a_id/33950        Windows 7 – http://acer.custhelp.com/app/answers/detail/a_id/25936        Windows Vista - http://acer.custhelp.com/app/answers/detail/a_id/4573        Windows XP - http://acer.custhelp.com/app/answers/detail/a_id/5837    
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What is Acer Community?   The Web's Social Revolution has opened up a whole new avenue to learn, share knowledge and further enjoy your Acer Products.  Acer Community is designed to do this and more!   Acer Community is a peer to peer social support platform designed specifically to help you get the most from your Acer product.  Since it is peer to peer, the vast majority of the content has been drafted by members, not an Acer employee.  However Acer does provide knowledge articles, moderation services and forum topic assistance when necessary.  Acer community is a global site so our members come from all corners of the globe; yet they all share a love of electronics.    What can I gain from Acer Community and its members? 1) Learn from the Community There are thousands of topics and solutions already posted.  Use our Community Search or simply peruse the topics in one of our product related forums. Interested in learning more about Acer's new products?  Check out the What's Happening segment.  Here you will find press releases and other Acer product news.  It's a great way to stay up to date and ahead of your friends! 2) Gain satisfaction by lending your expertise and engaging with others.   Acer recognizes that all of our customers have something to offer.  Some are very technical; some just know how they resolved a similar issue and want to share.  This is the space to do it.   With over 150,000 global members, Acer Community is the place to be recognized by your peers for your knowledge and technical prowess.  3) Help guide Acer to future innovations Visit our Ideas segment and share your ideas for new products, features, accessories or services. Trending ideas are thoroughly evaluated by top level Acer personnel.  Several ideas have already been adopted and can be found in our newest products!  Maybe your Idea is next!    How are members recognized for contributing? Each member is assigned a starting rank when they join.  Consider their rank to be their Community status.  Higher ranks are earned by contributing to the forums. Acer Community Ranks are explained here Along with a higher rank come extra privileges on the site.  Over time, the most active and helpful members may be offered the rank of ACE.  This elite team is made of Members who have earned the highest accommodation on the Community through tireless dedication to providing solutions to other members.    I want to post my question; what should I include? Be sure that you include what product model you have. Include the operating system that you have on your product. If you have upgraded or changed the operating system, include that information. Clearly and specifically discuss the problem that you are having, including how to reproduce it. If there are error messages, include them as they appear on the screen. Applications you are having difficulty with should be listed.  If you have the version number that is helpful. Be patient while you wait for an answer.  This community is about users assisting users so sometimes it takes a day or two for assistance.    So, what are the rules of this place?  Check out our Acer Community User Agreement.    How do I get help with all of these Community features and options? We have drafted an extensive library of Help Files to help you.     Welcome to Acer Community!
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Question How do I use eRecovery to restore software for Windows 8? Answer Acer provides eRecovery software that allows you to create recovery media, reinstall Windows, or just reinstall drivers and applications. For instructions for using recovery software for Windows 8, please visit our knowledgebase links below.   Using Recovery Media Requirements for Creating Windows 8 Recovery Media  Making Windows 8 Recovery CDs or DVDs Restore Windows 8 with a USB Recovery Drive   Recovering your system with eRecovery Restore Windows 8 with a USB Recovery Drive Using Acer Recovery Management to Refresh Windows 8  Using Acer Recovery Management to Restore Windows 8   Reinstalling Applications and Drivers Reinstall Drivers or Applications with Acer Recovery Management Creating a USB or DVD Drivers and Applications Backup in Windows 8 Using your USB or DVD Drivers and Applications Backup in Windows 8
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Question What can I do if my Android tablet won't boot or only boots to the Android logo? Answer If your Android tablet will not boot or only displays the Android logo, you can try the steps below.   1. Try resetting your device using one of the links below.     http://acer--uk.custhelp.com/app/answers/detail/a_id/8108     http://acer--uk.custhelp.com/app/answers/detail/a_id/11986   2. Contact your local Acer service center to inquire about setting your tablet up for repair.
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We are often asked questions related to updating the BIOS on computers. We will try to address some common questions and problems users have relating to the installation or upgrading of a systems BIOS.   Why should I upgrade my BIOS? It is only recommended that you upgrade your BIOS if you know it resolves a specific issue you are experiencing.  Many users want to install the latest BIOS just to make sure they have the latest and greatest. This is not always the best idea, because if you encounter problems during the installation of the new BIOS, it could cause your system not to boot.   Where Can I download the latest BIOS for my system? Currently supported BIOS downloads are posted at http://www.acer.com/, click Support, then click Drivers and Manuals. If the BIOS version you are looking for is not posted, it may no longer be available.   Do I need to upgrade my BIOS if I am upgrading from Windows 7 to Windows 8? You should not update your BIOS if upgrading to Windows 8. For additional information on this, please see our article Changing BIOS Versions when Upgrading to Windows 8.   How can i understand which version i need to download? Laptop versions: 1.xx can only be updated using 1.xx versions 2.xx can only be updated using 2.xx versions (normally 2.xx version are labeled "not for upgrades")   Desktop versions: P01.xx can only be updated using P01.xx versions P11.xx can only be updated using P11.xx versions (normally P11.xx version are labeled "*not for upgrades") "L" BIOS versions are Linux OS dedicated (example P01.xxL)   * what does it mean "not for upgrades"? During the windows 7 to 8 transition, some PC models had different BIOS versions from factory, related to the installed OS. Windows 8 PC got an UEFI BIOS Windows 7 PC got a "Legacy" BIOS So PC with Windows 7 installed from factory can't use the "not for upgrades" BIOS version, even if they were upgraded to Windows 8 or 10, since the factory BIOS was a different version compared to PC with Windows 8 from factory.
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What is the Acer Community Expert (ACE) Program?   Acer believes expert members who regularly contribute quality content, are friendly and helpful to others, and serve as leaders in the community deserve special recognition. Ensuring that these top contributing members are acknowledged and commended for their efforts is what the ACE program is all about. Members of the program receive a special icon next to their username to proudly display on their posts and profile page to let everyone know they're an ACE. There are three levels that a program member can achieve based on their level of contribution:    = Pioneer ranking where all new ACE Members start.    = Pathfinder ranking is earned through consistent dedication and quality contributions to the Community.   = Trailblazer ranking.  Only the best and most dedicated earn these top honors.     How do I become an ACE? If you are reading this, you are already on your way! Join the Acer Community and start helping others, that's how all ACEs started. Keep in mind, the ACEs are our most passionate, knowledgeable and valued contributors. To become one, you'll need to meet some basic criteria: Contribute consistently: Visit and participate on a frequent basis Be helpful: Set a model of excellence in the community through your interactions with others Provide solutions: You don’t have to be a tech guru to be an ACE. However, ACEs must be able to help others resolve problems by providing insightful content and solutions. How are the ACEs selected? Members are selected by the Acer Community Team on an invite-only basis. You cannot “rank-up” into the program. We monitor the contributions of all members and carefully consider a broad range of factors including those in the above criteria. New inductees will receive a private invitation to join the program from a member of the community team. Community members can nominate top contributors to become an ACE.  Simply send your nominations via private messenger to a member of the community team. Do I get anything if I'm selected as an Acer ACE? Yes! As an ACE, you'll get a special badge that you can display with your forum rank. You will gain access to private segments of the Acer Community and you may also receive occasional non-cash awards from Acer to thank you for your participation.   One last thing!  All ACE members gain special access to Acer's best new products!  Thats right.  The Acer Product Evaluation Program (APEP) allows ACE Members to voluntarily evaluate great new Acer products in the comfort of their own home at absolutely no cost to them.  What could be better!   APEP is just another benefit of becoming an ACE team member.     Get started today and chances are good you can be a part of this exclusive team!   Who are the ACEs?   ACE Pioneer Rank   Alan-London Padgett Sharanji JackE Sathya0403 RevoMaxx ErikAlerez00 Lucas2014 phropelato beststevie Ivan_PC ACE Pathfinder Rank Billsey Finlux Philetus Laurent_14 Kno63 ralppp JordanB Brummyfan2 ACE TrailBlazer Rank IronFly
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This article applies to laptops and desktops running Windows 10: upgraded from a previous version of Windows and experiencing issues with startups or need to do a windows 10 clean install; pre-installed from the factory but unable to create the Acer factory recovery (see this FAQ about Acer recovery media creation in the OS: Windows 10: Create a USB Recovery Drive using Acer Care Center ). Microsoft has released a downloadable tool to create installation (and recovery) media, using an USB flash drive or DVD.   Download Windows 10   Once downloaded, launch the .exe file and follow the on screen instructions.   If you need to recover your desktop/laptop from startup issues: Insert the media and power on the machine. Tap F12 to launch the boot manager. Select USB (or DVD drive). Select your language and press next. Click on Repair your computer. Click on Reset this PC if you want to try to keep your files and re-install windows 10 or click Advanced Options to attempt to restore from a previous point.   If you need to perform a clean install or re-install on your factory installed windows 10: Please read the detailed instructions from Microsoft "Installing Windows 10 using the media creation tool". Note If you have upgraded to Windows 10 on this PC by taking advantage of the free upgrade offer and successfully activated Windows 10 on this PC in the past, you won't have a Windows 10 product key, and you can skip the product key page by selecting the Skip button. Your PC will activate online automatically so long as the same edition of Windows 10 was successfully activated on this PC by using the free Windows 10 upgrade offer. If your desktop/laptop had windows 10 from factory, you can skip the product key page by selecting the Skip button. The product key will be automatically read from BIOS and successfully activated.
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Question Can I install a different operating system other than what shipped on the computer? Answer Acer can provide support for your system using the Operating system that we shipped on the computer. You can install a different operating system if you wish. If you choose to install a different operating system, please be advised of the following:   Acer will not be able to troubleshoot any issues you have while installing or using another operating system. Acer will not be able to provide driver support for operating systems that are not shipped with the system. All drivers Acer offers are posted at http://www.acer.com. If the driver you are looking for is not posted, then Acer is unable to provide it. If the computer requires repair, Acer may require you to reload the factory installed operating system, or Acer may reload the factory installed operating system, as necessary.  
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Question What can I do if my computer does not power on? Answer If your system will not power on, you may try some of the troubleshooting steps below.   Ensure that the power cord and/or AC adapter are plugged into the computer and that the connection is solid and not loose fitting. For notebooks or netbooks, verify that the power cord is plugged into the AC adaptor completely. If the power cord or AC adaptor is plugged into a surge protector, verify that the surge protector is powered on. Attempt to use a different electrical outlet. Disconnect the power cord and battery, if the system has one. Press and hold the power key for 30 seconds, with no power going to the system. Reconnect the power and try to power on the system. For desktops, check the voltage setting on the power supply (AC Adapters are auto switching). If you are still having problems powering on the system, please contact technical support for your local region.
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Question Can I upgrade the hardware on my Acer computer? Answer Many users have recently posed questions regarding upgrading hardware components such as video cards, solid state drives, memory, and other components. You are free to upgrade any hardware components in your computer system, however, Acer is unable to provide technical support or warranty support for the process of replacing parts, the replaced hardware upgrades, or any damage caused to the original parts during the installation.   Please also be advised that Acer has not tested all third party hardware, so we are unable to guarantee compatibility, or provide recommendations for replacement parts beyond the original components that came with the system.
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Most of recent Acer laptop models support both Hyper-V and VT-x*, they are both enabled even if those options are hidden on BIOS. If your laptop has an Intel CPU, you can check if you CPU/system supports virtualization instructions, using Intel Processor Identification Utility: https://downloadcenter.intel.com/download/7838 If your laptop has an AMD CPU, you can check if your CPU/system supports virtualisation instructions, using AMD Virtualization™ Technology and Microsoft® Hyper-V™ System Compatibility Check Utility http://download.amd.com/techdownloads/AMD-VwithRVI_Hyper-V_CompatibilityUtility.zip   Devices using Windows 10 Home will need to upgrade home to Windows 10 Professional or Enterprise to use Hyper-V. Windows 10 requirements can be found here: https://msdn.microsoft.com/en-us/virtualization/hyperv_on_windows/quick_start/walkthrough_compatibility   * If Hyper-V is ON, VT-x will not be available; Hyper-V must be OFF to have VT-x recognised by virtual machines.   Turn OFF Hyper-V Open a Command prompt with administrative rights (Admin) type bcdedit /set hypervisorlaunchtype off exit   Reboot your OS   or   Go to Control Panel -> Programs -> Programs and Features -> click Turn Windows features on or off -> un-check Hyper-V -> click OK   Turn ON Hyper-V   Open a Command prompt with administrative rights (Admin) type bcdedit /set hypervisorlaunchtype auto exit   Reboot your OS   or   Go to Control Panel -> Programs -> Programs and Features -> click Turn Windows features on or off -> check Hyper-V -> click OK   Acer provides related information in this FAQ: http://acer.custhelp.com/app/answers/detail/a_id/32650
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Question Where can I get drivers and support materials for Windows 8.1? Answer All drivers Acer has qualified and posted for Windows 8.1 are available on our website. You can also find Windows 8.1 support articles and video tutorials here. Visit http://www.acer.com/support, select your Country and use any of the options below.   For Drivers, click the Drivers and Downloads link. For Windows 8.1 support articles,  scroll down to the Quick Problem Solution section, the search using keyword Windows 8.1. Windows 8.1 tutorials.
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Question How do I fix Acer Updater error message "This program has known compatibility issues" Answer Microsoft released a new update, KB2791765, which addresses the Acer Live Updater program. When the update is applied you will receive a pop up from the Program Compatibility Assistant. If you are getting an error during installation of this update, you can click the "Do not show this message again" checkbox, and download the updates from our website.      
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