Urgent! Unresponsive...sometimes

chaoshastme

Here's the lowdown.

 

I bought an S7 - 392... awesome by the way... refurbished.

 

Its working well but there is an issue with closing the lid, going into sleep mode, etc. Here is what happens.

 

I close the lid or press the power button to put the computer into sleep mode or possibly hibernation mode. When I open the lid, the power light (blue) is on. The screen is black. Keyboard is unresponsive. Power button is unresponsive. Nothing happens. But the computer is on. The only solution at this point is to Hold the power button until the computer turns off and then reboot. This is not good for loosing webpages, open apps, unsaved documents, etc. of course.

 

This has been a regular occurance since I purchased the computer a month ago. My old laptop began doing the same thing after owning it for a year or two but only very infrequently. The acer s7 is doing this regularly.

 

Here's what I need to know.

 

1) Is there a way to trouble shoot this problem

2) or will it need to be serviced - which I believe I can still return it, if I do it soon and get a replacement. Or on warranty (but this would take longer)

3) Is there an Acer support that can help me with the issue.

 

Thanks for the help in advance.

Ryanrr

Congratulations on your new Acer purchase and we want to welcome you to the community. I'm sorry to hear the resume from sleep/hibernate is giving you problems and this is not necessarily a hardware issue. In most cases it can be solved and been a snag in Windows since Windows XP.

 

Windows has a knowledge base article that addresses the problem you are facing.

 

http://support.microsoft.com/kb/2859160/en-us

 

 

If the above "Hotfix" does not resolve your issue, you can try running the power troubleshooter built into Windows 8.

 

1. Press the Windows key + W key on the keyboard.
2. Type Troubleshooter in the search box and then press Enter.
3. Click system and security and run the power troubleshooter.

proctorsm

It says that this is only a fix for a PC that is having the fault when going into hibernation with a USB optical drive attached, mine is having the same fault WITHOUT any external drive used...

Ryanrr

I understand what is says but have you tried the troubleshooter? The scenario they are giving you in the Microsoft knowledge base is showing you that there is a file that is timing out and causing the system to not respond. This is most likely the same with your system but not technically the exact file as your scenario is different.

 

In most cases that the computer does not resume from hibernation is a result of a non responsive or hang up on a file or program. So this is most likely a software issue. Also the"hotfix" described in that article pertains to more than just that scenario. I still recommend trying that hotfix and running the troubleshooter.

 

Another option is to go into your power options and change the settings for hibernation and sleep.