Acer Aspire E15 keeps randomly shutting down even when I have a full battery charge

alaskap

Acer Aspire 5 15.6" Laptop - Black (Intel Core i7-8550U/256GB SSD/12GB RAM/Windows 10)

I got this in Feb and have always run it plugged in until recently but everytime I unplug it and try to use it unplugged, it randomly shuts down. Battery is always fully charged before and after shutdowns. Only way to get a response after shutdown is by pressing the power button which will reboot the computer! I have tried changing power options, upgraded the bios to no avail. 

JackE

@alaskap If it has a battery re-set pinhole on the bottom, press and hold the power button till the machine is completely shut off and remove the charger. Then press and hold a paper clip in the hole for about 10 seconds. Then let the machine rest for about 30 mins. Turn it back on without the charger. Jack E/NJ 

alaskap

after close inspection on the bottom left side ie not charger side, there is a TINY pinhole with a tiny icon stamped beside it. the icon under a magnifying glass looks?? like a tiny battery. and you want me to stick a metal paperclip into my computer innards? WCGW?  

alaskap

Hate to jinx it but battery re-set seems to have worked. No power off in several hours and it even went to sleep as ordered and woke up on demand w/o rebooting.

thanks JackE

alaskap

@ JackE and as I was editing this msg, it shut down! and had to reboot... twice during the edit 

JackE

Oh-oh. I bet you didn't knock on wood either. OK. Unless the battery is simply low from not having it plugged in, you gotta re-do the re-set. This time push the pin in for 60 seconds. Then let the battery rest again for about the same amount of time ~30 mins or so. Jack E/NJ

mech14

Made an account just to add one more report of this problem with an Acer Aspire E15. Mine started turning off arbitrarily within a year of getting it. I contacted Acer about it, put in a service order explaining the problem in detail - the exact problem that all the other people on here are reporting and that Acer is obviously aware of given the periodic posts by Acer-Manny on here - and sent my computer in for repair. They sent it back with a note saying they'd re-installed Windows. This is obviously a hardware problem, with the power to the motherboard cutting out. I know next to nothing about computers, and I could figure that out. I am absolutely disgusted with Acer's pitifully inadequate response to this obviously widespread problem. If your computer is still under warranty, sure, you can try sending it in, and I hope you get a better result than I did. I have no confidence in Acer anymore, though, either their products or their customer service.

alaskap

for what its worth my windows event log says Ive had 14 critical shut down events in the last 2 months and the details are all similar as follows

-

System

- Provider [ Name] Microsoft-Windows-Kernel-Power [ Guid] {331C3B3A-2005-44C2-AC5E-77220C37D6B4}

EventID 41

Version 6

Level 1

Task 63

Opcode 0

Keywords 0x8000400000000002

- TimeCreated [ SystemTime] 2018-04-21T21:49:50.215990900Z

EventRecordID 9965

Correlation

- Execution [ ProcessID] 4 [ ThreadID] 8

Channel System

Computer LAPTOP-UEM6MKH8

- Security [ UserID] S-1-5-18

-

EventData

BugcheckCode

0

BugcheckParameter1

0x0

BugcheckParameter2

0x0

BugcheckParameter3

0x0

BugcheckParameter4

0x0

SleepInProgress

6

PowerButtonTimestamp

0

BootAppStatus

0

Checkpoint

0

ConnectedStandbyInProgress

false

SystemSleepTransitionsToOn

5

CsEntryScenarioInstanceId

0

BugcheckInfoFromEFI

true

CheckpointStatus

0

alaskap

microsoft says this about kernel power problems/ TLDR hardware problem

https://social.technet.microsoft.com/Forums/windows/en-US/308cbcb3-46ce-4f74-85f9-d87ce4cef0d6/kernel-power-event-id-41-task-category-63-spontaneous-improper-shutdowns-and-reboots?forum=w7itproperf

alaskap

here is a more recent one which talks about win 10 kernel power issues. there seems to be a mechanism to upload a bunch of win log files which would hel MS pinpoint the problem. my head is beginning to hurt 
https://answers.microsoft.com/en-us/windows/forum/windows_10-performance-winpc/pc-locks-up-kernel-power-event-id-41-task-63-ram/fc9e9203-3123-4e2a-b57f-44b2d6e3bd23

JackE

@alaskap  >>>have always run it plugged in until recently but everytime I unplug it and try to use it unplugged, it randomly shuts down. Battery is always fully charged before and after shutdowns.>>>my head is beginning to hurt

Yes. Microsoft answers almost alsways seem to cause more headaches than solving the problem. So back to the beginning. Do the shutdowns still seem to disappear by keeping it plugged in? Jack E/NJ

alaskap

it has never shuts down unexpectedly while plugged in

JackE

OK. Temporarily lower your power plan down a notch if its on high performance or balanced. Then modify the plan so that it never does anything (no sleep, no hibernation, no screen dimming, no nothing) whether or not it's plugged in. Then, when the battery monitor says it's fully charged and you're not at the computer for awhile, unplug the charger. See if it prematurely shuts off, checking the battery status every once and a while, but not doing much else. Jack E/NJ 

alaskap

did above and 3 hrs w/o shut down, so maybe I should keep the minimal settings. I dont use them any way

Jeevan123

Johns2018 said:

I also am having this issue with the Aspire 3, the laptop isn't even 1 month old and it is restarting even if it is plugged in. Any help?

Hi Johns
 If you System Restarted Randomly once a while working ,please follow this step to  make change in system properties
1.System properties-->Advance setting-->Startup and  Recovery --> System failure--->Automatic Restart (Unchecked the Automatic Repair)
ONCE AFTER  YOU UNCHECKED THE AUTOMATIC RESTART YOU WANT HAVE PROBLEM.

Jeevan123

arnis_zogu said:

Hey @RockySparky, I have the same problem, only when it is on my lap it shuts down, but can you post the photo where to find this button and what to do. You will help me a lot.

 Hi Arnis
If you System Restarted Randomly once a while working ,please follow this step to  make change in system properties
1.System properties-->Advance setting-->Startup and  Recovery --> System failure--->Automatic Restart (Unchecked the Automatic Repair)
ONCE AFTER  YOU UNCHECKED THE AUTOMATIC RESTART YOU WANT HAVE PROBLEM.

Jeevan123

Hi guys If you have problem on Random restart on Computer ... 
If you System Restarted Randomly once a while working ,please follow this step to  make change in system properties
1.System properties-->Advance setting-->Startup and  Recovery --> System failure--->Automatic Restart (Unchecked the Automatic Repair)
ONCE AFTER  YOU UNCHECKED THE AUTOMATIC RESTART YOU WANT HAVE PROBLEM.

JackE

@alaskap >>>I got this in Feb>>>>>>did above and 3 hrs w/o shut down, so maybe I should keep the minimal settings. I dont use them any way >>>

I'm guessing the battery alone can't deliver the goods on hiperf. However, it should be able to handle a balanced plan. If it doesn't cut it on balanced, try the pinhole reset one more time. Push the pin in for a minute. Then let the battery set for about ~30 mins. If it still gives you problems on the balanced plan, ACER should replace the battery under warranty. Jack E/NJ  PS: It's also a good idea to cycle the battery rather than leaving it charging in all the time. You may want to try doing this a few times with minimal settings to see if the battery performs better before having it replaced.

Manny-Acer_Retired

mech14 said:

Made an account just to add one more report of this problem with an Acer Aspire E15. Mine started turning off arbitrarily within a year of getting it. I contacted Acer about it, put in a service order explaining the problem in detail - the exact problem that all the other people on here are reporting and that Acer is obviously aware of given the periodic posts by Acer-Manny on here - and sent my computer in for repair. They sent it back with a note saying they'd re-installed Windows. This is obviously a hardware problem, with the power to the motherboard cutting out. I know next to nothing about computers, and I could figure that out. I am absolutely disgusted with Acer's pitifully inadequate response to this obviously widespread problem. If your computer is still under warranty, sure, you can try sending it in, and I hope you get a better result than I did. I have no confidence in Acer anymore, though, either their products or their customer service.

Hi mech14,

I'm sorry that you're having issues with your Acer Aspire E15 and warranty process. Can you please send me a PM with the S/N of your unit so I can look into this for you?

 

Thanks,

Acer-Manny

sneeringshrew

My heart stopped when I saw this thread. I'm experiencing the same thing with my Acer Aspire E15 as well. I got in contact with Acer technical support, and after I described the issue, I was told to try resetting my BIOS settings. I did this, and days later my laptop once again turns itself off randomly out of nowhere. I tried re-contacting Acer support to tell them I was still experiencing problems, only to be told my warranty had run out