pleas help me there is problem with my laptop I need help pleas

Ramisy
Ramisy Member Posts: 6 New User
edited August 2023 in 2018 Archives

While I'm using the laptop it suddenly restarts,  I only bought it 4 months ago.

This problem from first month . Pleas I need help.

Answers

  • ven98
    ven98 ACE Posts: 4,073 Pathfinder
    Go to control panel>system nad security>system>advanced system settings>Start up and recovery settings, make sure automatic restart is disabled.

    Go to C drive/windows/minidump and delete all files except the 3 most recent ones. Download whocrashed and click on 'analyze'. Copy and paste the log here.

    If minidump folder doesn't exist you have to wait for the system to restart unexpectedly again. This time most likely a BSOD will appear, I want you to post the error code.

    Meanwhile you can reset the battery. Follow these instructions of how to perform a reset.
    Always post the following characterisitcs of the device:
    -Model number
    -Part number(not required, but helpful)
    -CPU
    -GPU
    -Operating system

    Helios 300 and Nitro 5 users DO NOT update the BIOS to version 1.22 if you don't want the keyboard's backlight to turn off after 30 seconds even when the device is plugged in.


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  • Ramisy
    Ramisy Member Posts: 6 New User
    I rested the battery as you said to another people who have the same problem  and tried to see if there is update to the BIOS the problem is still.
    I will try to stop the restarting to see what will happen and give the error cod.
  • Ramisy
    Ramisy Member Posts: 6 New User
    On Mon 05.02.2018 14.14.19 your computer crashed or a problem was reported
    crash dump file: C:\WINDOWS\Minidump\020518-9734-01.dmp
    This was probably caused by the following module: ntoskrnl.exe (nt+0x75EB33)
    Bugcheck code: 0x124 (0x0, 0xFFFFBB06E54698F8, 0x0, 0x0)
    Error: WHEA_UNCORRECTABLE_ERROR
    file path: C:\WINDOWS\system32\ntoskrnl.exe
    product: Microsoft® Windows® Operating System
    company: Microsoft Corporation
    description: NT Kernel & System
    Bug check description: This bug check indicates that a fatal hardware error has occurred. This bug check uses the error data that is provided by the Windows Hardware Error Architecture (WHEA).
    This is likely to be caused by a hardware problem.
    The crash took place in the Windows kernel. Possibly this problem is caused by another driver that cannot be identified at this time. 
  • ven98
    ven98 ACE Posts: 4,073 Pathfinder
    I suggest you to try updating all drivers(sound, graphics, network etc.) if it still causes restarts, then the problem is most likely to be hardware related. If that is the case I suggest you to contact Acer support.

    They will most likely ask you to reset windows to factory. I suggest you to that now(of course after updating the drivers) before contacting them.

    PS: update the intel and nvidia(if you have nvidia gpu) drivers from their websites, not from Acer. 
    Always post the following characterisitcs of the device:
    -Model number
    -Part number(not required, but helpful)
    -CPU
    -GPU
    -Operating system

    Helios 300 and Nitro 5 users DO NOT update the BIOS to version 1.22 if you don't want the keyboard's backlight to turn off after 30 seconds even when the device is plugged in.


    Hit 'Like' if you find the answer helpful!   
    Click on 'Yes' if the comment answers your question!