Acer Travelmate 7750G freezing

man23p
man23p Member Posts: 6 New User

I have an Acer Travelmate 7750G laptop that keeps randomly freezing every month or so.  This has been an ongoing issue since new.  The machine was purchased with Windows 7, upgraded to Windows 8 and now Windows 8.1.  Drivers are from Windows updates.

 

 

Here's how the system freezes occurs:

 

  1. I would be using a program, more likely Chrome, just general browsing, nothing in anyway resource heavy like streaming media.
  2. Suddenly the machine stops responding, a totally freeze. No mouse movement, no <Ctrl> <Alt> <Delete>, no screen activity, no HDD activity (LED not blinking).
  3. Pressing the power button once does nothing.
  4. Pressing the power button for several seconds, powers down the machine.
  5. Press the power button on and Windows 8.1 recovers ok.

 

 

I completed the following hardware tests and actions:

 

  1. Replaced memory and tested for a few days using with Memtest86+, passed.
  2. Tested CPU with Prime95, passed.
  3. Tested HDD, passed.
  4. GPU test, passed.

 

 

Here is a copy of event viewer just before and after (note, a previous shutdown did not happen as event viewer suggests):

 

Information        25/02/2015 11:25:42       Microsoft-Windows-Ntfs              98           None     Volume \\?\Volume{0d985345-5059-11e2-be65-806e6f6e6963} (\Device\HarddiskVolume1) is healthy.  No action is needed.

Information        25/02/2015 11:25:42       MEIx64 2             None     Intel(R) Management Engine Interface driver has started successfully.

CRITICAL             25/02/2015 11:25:41      Microsoft-Windows-Kernel-Power           41           (63)        The system has rebooted without cleanly shutting down first. This error could be caused if the system stopped responding, crashed, or lost power unexpectedly.

Information        25/02/2015 11:25:41       Microsoft-Windows-FilterManager           6             None     File System Filter 'npsvctrig' (6.3, ‎2013‎-‎08‎-‎22T11:38:22.000000000Z) has successfully loaded and registered with Filter Manager.

Information        25/02/2015 11:25:37       Microsoft-Windows-Ntfs              98           None     Volume C: (\Device\HarddiskVolume3) is healthy.  No action is needed.

Information        25/02/2015 11:25:34       Microsoft-Windows-FilterManager           6             None     File System Filter 'WdFilter' (6.3, ‎2014‎-‎07‎-‎10T02:42:59.000000000Z) has successfully loaded and registered with Filter Manager.

Information        25/02/2015 11:25:34       Microsoft-Windows-FilterManager           6             None     File System Filter 'Wof' (6.3, ‎2014‎-‎03‎-‎13T08:27:29.000000000Z) has successfully loaded and registered with Filter Manager.

Information        25/02/2015 11:25:34       Microsoft-Windows-FilterManager           6             None     File System Filter 'FileInfo' (6.3, ‎2014‎-‎02‎-‎22T12:13:10.000000000Z) has successfully loaded and registered with Filter Manager.

Information        25/02/2015 11:26:03       EventLog             6013      None     The system uptime is 29 seconds.

Information        25/02/2015 11:26:03       EventLog             6005      None     The Event log service was started.

Information        25/02/2015 11:26:03       EventLog             6009      None     Microsoft (R) Windows (R) 6.03. 9600  Multiprocessor Free.

Error      25/02/2015 11:26:03      EventLog             6008      None     The previous system shutdown at 11:05:14 on ‎25/‎02/‎2015 was unexpected.

Information        25/02/2015 11:25:33       Microsoft-Windows-Kernel-Boot               32           None     The bootmgr spent 0 ms waiting for user input.

Information        25/02/2015 11:25:33       Microsoft-Windows-Kernel-Boot               18           None               There are 0x1 boot options on this system.

Information        25/02/2015 11:25:33       Microsoft-Windows-Kernel-Boot               27           None     The boot type was 0x0.

Information        25/02/2015 11:25:33       Microsoft-Windows-Kernel-Boot               20           None     The last shutdown's success status was false. The last boot's success status was true.

Information        25/02/2015 11:25:33       Microsoft-Windows-Kernel-General          12           None     The operating system started at system time ‎2015‎-‎02‎-‎25T11:25:33.498661300Z.

 

 

 

 

Answers

  • Cory-Acer
    Cory-Acer Administrator Posts: 1,449 Community Administrator

    Hi man23p,

     

    My first thought is that recovering the system will probably be your best bet. If there was an issue with RAM or CPU (which you've tested), I think you'd find it occuring more often than every few weeks.

     

    Here are steps on starting the recovery from within Windows. http://acer.custhelp.com/app/answers/detail/a_id/12869/

     

    I'd suspect if there was a hardware issue 95%+ chance that recovery would fail before it finished.

     

    Let us know the results and I hope this helps,

    Cory

  • man23p
    man23p Member Posts: 6 New User

    Thank you for your reply Cory.

     

    I have upgraded from Windows 7 to 8 and now on 8.1.  The article on the link you posted state that the article only applies to Vista and Windows 7.  I would like to keep Windows 8.1 and other Windows 8.1 compatible software installed.  I won’t be able to reinstall these if I restored to Windows 7 default, even if I upgraded.  Note, the TravelMate 7750G was purchased Windows 8 upgrade compatible.

     

    Also, discovered something else.  I spoke to a friend yesterday experiencing exactly the same problem on the same model, purchased a month or so after me.  To recap, both machines intermittently totally freezes without reason or warning, even when using minimal system resources/stress (like a browser for example).  So seems like the problem is not just on my machine.

     

    There is a strange thing about the drivers too.  Upgrading from Windows 7 to 8, the first thing I did was download and install the drivers from the Acer support website.  Had the problem of intermittent freezing.  Restored back to pre-drivers install.  Still had system freeze.  Months later, Windows 8.1 64bit upgrade was released.  Installed the OS and this time let Windows updates install the drivers for me (hoping Microsoft had completed Windows 8.1 compatibility test on all the Acer drivers before releasing).  Windows automatic updates installed the drivers.  Still the system freezes!

     

    An interesting finding about the drivers on the Acer Support Website here: 

    Today, searched ‘TravelMate 7750G’, selected Windows 8 64-bit.  Listed was Chipset drivers 9.2.0.1030.  Downloaded and unzipping what should be Windows 8 chipset drivers.  I discovered the following in ‘readme.txt’ file in the ‘Chipset_Intel_9.2.0.1030_W7x86x64’ folder:  http://www.acer.co.uk/ac/en/GB/content/drivers

     

    1. System Requirements

    One of the following operating systems must be fully installed and running on the system before installing this software:

        Microsoft Windows* Server 2003

        Microsoft Windows Server 2003 x64 Edition*

        Microsoft Windows Server 2008

        Microsoft Windows Server 2008 x64

        Microsoft Windows XP

        Microsoft Windows XP Professional x64 

        Microsoft Windows 2000

        Microsoft Windows Vista

        Microsoft Windows Vista x64 

        Microsoft Windows 7

        Microsoft Windows 7 x64

        Microsoft Windows 2008 R2

        Microsoft Windows 2008 R2 x64

     

    So, no mention of Windows 8 compatibility in the readme text finding it listed under Windows 8 on the official Acer support drivers website page!  Are these drivers actually Windows 8 compatible.  Could this be causing the problem?

     

    What now please?