Computer freezes using Restart option from power option. Have to use power button to reboot

jku

I have an Acer AZ3171 running Windows 10 version 1803. Lately if I try to restart under  power in the menu the computer freezes with Restart and frozen circles and mouse pointer. I have to use the power switch to then reboot. The computer will than start up ok.
 Any ideas?
Thanks - James

Commodore_1995#

Digite seu comentárioMake sure disabling fast start up in the power options solves the problem:

Then put it off normally and then test the restart!

jku

Still having the same problem. I cannot do Windows updates as the computer hangs during installation as it won't so a soft restart.

Commodore_1995#

Have you tried updating the drivers on the intel and nvidia website?

jku

No driver updates available for this model

Commodore_1995#

Have you tried upgrading windows 10?

jku

It tries to do the auto updates to windows 10 version 1809 however it stalls at the point where it needs to restart by itself. I than have to use the power button to get the computer going again. It continues to stall at the restart point and eventually goes back to the original version ( 1803) of windows 10.

Commodore_1995#

Have you tried upgrading directly to version 1903? https://go.microsoft.com/fwlink/?LinkID=799445

Also, we recommend backing up the files.

jku

Yes but it loads until it's time to do a software restart and then the computer hangs. Can only restart by using physical power button.

Commodore_1995#

I still think there is some outdated driver. Try updating the rest of the drivers with driverbooster and then try updating to 1903 again

jku

Ran driver booster. It updated a few drivers. When I tried to restart it froze again. Had to reboot with physical power button.

Commodore_1995#

No error code displayed? Have you tried installing iso directly from microsoft site without using the update?

jku

This happens even if not updating windows. Happens even if I just want to do a restart of the computer without doing any updates.

Commodore_1995#

This model come with windows 8.1 installed by Acer. Did you just upgrade windows 8.1 to windows 10 or format hdd before installing windows 10?

jku

I've been running Windows 10 for several years. I did the upgrade and not a clean install from a formatted hdd. The restart worked ok until last summer. The problems started around the time of the 1806 update. It is still running the 1803 version. I'm worried that if I try to do a clean install and the problem isn't with Windows but maybe a Bios or some other hardware problem when it tries to restart it won't work at all.

jku

The bios I have is AZ3171 Bios Version 2.7  American Megatrends P01-A3   10/12/2011 Mode- Legacy

Commodore_1995#

Try disk cleanup as an administrator:

I'm not sure if this will solve the problem, but there is a new version of bios: https://global-download.acer.com/GDFiles/BIOS/BIOS/BIOS_Acer_P01.A4_A_A.zip?acerid=634598716242377361&Step1=ALL-IN-ONE&Step2=ASPIRE&Step3=ASPIRE Z3171&OS=ALL&LC=pt&BC=ACER&SC=PA_3#_ga=2.106050435.1239920009.1560705065-1187228471.1523479791

jku

Still having the problem where the computer freezes when I try to reboot using the restart under  power in the menu. I updated the bios to P01-B0 which is the latest version for this computer. Still freezes unless I use the power off switch.

Commodore_1995#

Does the windows event viewer register an error at the exact time the blue screen appears?

jku

Where in the event viewer would I look for this?

jku

It also freezes if I try to shut it down using shutdown in the power portion of the start menu.