Switch Alpha 12 - i5, pen lines show a distinct kink along a vertical band on the screen...

alpha12_user

I just bought acer alpha switch 12, i5. while drawing lines either with pen or hand, i noticed that in addition to lines not being smooth (on windows pen apps like sketchpad, or sticky notes, as well as on non windows apps like bamboo paper or rawboard pdf) the lines show a distinct kink on diagonal lines along a specific band of area on the right side of the screen as shown in the image below.

the diagonal lines shown in the above picture were drawn straight and not with a kink, the kinks appear on their own when pen passes through the particular band on the right of the screen.

 

And if I try to draw inside of this band on the screen the pen doesnt register anything inside but only outside with wavy lines as shown in the image below.

 

 the above line was drawn as a straight line, and not the way it looks.

 

 

Has anyone faced this issue? This is a brand new machine, got it just a few days ago. Will a clean windows reinstall help? But since this is location specific on the screen and occurs both in windows or non windows apps and both with pen and hand, i wonder if it's a windows issue, may be a hardware issue specific to acer or to my particular machine, may be some magnetic component inside at this location?

 

There is also a difficulty sometimes clicking the icons, either with hand or pen, on the task bar if the icons lie on this band shown in the pictures above.

 

Any inputs will be appreciated.

thanx in advance.

 

alpha12_user

Hello All,

 

and hello acer staff members, moderators or anyone from acer in charge of these community forums. I'm new here and joined the forum because I bought a new acer switch alpha 12 -i5 and it is giving some problems from day one, with pen/hand drawing, which I posted above. So i want to know if there is a way to ask acer staff directly, because they are supposed to address the customers' issues. Any help other members offer is help from a fellow member and is appreciated too, but there's no guarantee that others have faced the same issue or would see the question. Is there a customer support forum too, where we can ask questions and get specific help? i've called acer's customer support call center and local tech support unit here in india. both keep saying things like, we are here to help and would get back in a day or two, etc. but no help actually comes forward. It's already two weeks since i bought the computer and I called the customer service the very next day of purchase, but no help seems to be available, and feel bad for having bought acer.

 

Any suggestions or inputs on how to get help to resolve the issues i'm facing would be really appreciated.

 

Thanx all.

Have a good day.

 

 

Pxhorne

It is a distinct issue with the device. A warranty issue. You'll need to contact Acer and let them know your digitizer is presenting issues and not responding correctly. I had a similar issue. It's basically a line top to bottom that doesn't respond to touch/pen input. If you try to touch, draw there it will either draw on one side of the line or the other. They'll either fix it or replace it. If they don't escalate the issue. I had the exact same issue and acer actually replaced my device.

alpha12_user

thankyou so much pxhorne tinkerer, much appreciate your response.
contacted the local tech support here in India before posting here, but they seem to drag their feet for over two weeks, they wont reply or respond or give an appointment to have a look at the device etc. (sorry, i dont mean to bother you with these details). Is there a forum here or elsewhere where I can bring acer's attention to this issue to escalate?

thanx again.