Acer Laptop Black Screen After Waking From Sleep

Hello,
I have an Acer E5 and I absolutely love it, but I've been having this same problem pretty much since I got it. I use my laptop for work and have a monitor and keyboard/mouse attached to it. So I don't ever shut it down. I instead put it to sleep, but very often, it will not wake up. I can hear the fan spinning and the keyboard backlight even comes on, but neither the laptop screen or the external monitor picks up a signal. I've tried the 5 or 6 solutions that I've found for this general problem online, but none of them seem to work. I recently came across a video that is about 6 years old of someone solving this same problem by flashing the BIOS with a USB and a renamed file, but it is for Windows 7:

https://www.youtube.com/watch?v=0OkAwxcJ1Ms. Is there an updated way to do this? I'm assuming that the current BIOS "ZAA" executables flash the BIOS themselves, but the problem seems to be a file that simply needs to be renamed before this happens. So has anyone else figured out how to fix this problem with the current BIOS zip files?

Accepted answers

calvinf1

I had this issue for 2 years and finally fixed this issue. I simply uninstalled the Intel Graphics driver dated back in 2016 and force the computer to update the driver to a 9/5/2020 driver and the issue went away. I have the Intel UHD 630 Graphics driver now and my internal display now turns on every time the computer goes to sleep.

All comments

wis

Have the 5-6 attempts included a battery reset & re-seating of the RAM slots?

Sharanji

lumumba_s
What is the full model number of your laptop?
>Please try a simple power reset. Disconnect the charger. Please check for a battery reset PIN hole at the bottom of the device. The reset hole would have a battery symbol next to it. Insert a paperclip into the hole and press for four seconds. Let the computer sit for 5 minutes with no power. Reconnect the charger and check the issue.

>Run the Windows Power Management troubleshooter.

Type troubleshooting in the Windows search box and press Enter. Select Troubleshooting (control panel) from the list of search results. Click System and Security. Click Power. Click Next to run the power management troubleshooter. Click Close when the troubleshooter completes. Restart your computer.

>Please check if you have any pending windows updates.
To check for updates now, select the Start button, and then go to Settings > Update & security > Windows Update , and select Check for updates. If Windows Update says your device is up to date, you have all the updates that are currently available.

>Try to Disable Hibernation

Press the Windows (Image: icon_Windows_key.png) key and the letter X on your keyboard at the same time.

Select Command Prompt (Admin) from the menu that appears. Click Yes to allow the app to make changes to your PC.

Type powercfg/h off and press Enter. Restart your computer.

>Please uninstall and reinstall the display adapter driver and check the issue. Right-click on the Start button on the taskbar and then click Device Manager.

Expand Display adapters, Right-click on the graphics card entry and then click Uninstall device option.

When you get the following confirmation dialog, select Delete the driver software for this device check box and then click Uninstall button. Once the driver is uninstalled, reboot your computer once and let windows install the driver.

Download OEM Intel driver : https://www.acer.com/ac/en/US/content/drivers

You can also download and install the driver manually.

Unzip the file to a designated location or folder. Open Device Manager, click Yes when prompted for permission from User Account Control. Expand the display adapter section. Right-click and select Update Driver Software. Click Browse my computer for driver software.

Click Let me pick from a list of device drivers on my computer. Click Have Disk. Click Browse and select the directory where the driver files are located. Click OK, and finally click Next. Drivers are now being installed. Restart your computer.

Hit 'Like' if you find the answer helpful!

Click on 'Yes' if the comment answers your question!

lumumba_s

wis said:

Have the 5-6 attempts included a battery reset & re-seating of the RAM slots?

Sorry. I didn't mean to hit no to your reply. And sorry for the late response. I don't remember getting a notification of any replies. I installed a RAM upgrade when I first bought the computer and I haven't touched the RAM since. Is that what caused the problem? I will also try a battery reset if you think that will help.

lumumba_s

Sharanji said:

lumumba_s
What is the full model number of your laptop?
It is the Aspire E5-575G model

>Run the Windows Power Management troubleshooter.
I've done this several times. I doesn't pick up anything.

>Please check if you have any pending windows updates.
I always keep Windows up-to-date. But it actually happened again today when I was updating Windows. It got stuck on the Acer logo without the circle loading indicator. I had to manually power it down and back up again.

>Try to Disable Hibernation
I did this a while ago and it seemed to work, but something seems to have changed.

>Please uninstall and reinstall the display adapter driver and check the issue. Right-click on the Start button on the taskbar and then click Device Manager.
I think I've done this as well, but there is no harm in doing it again. I'll let you know how it goes...

lumumba_s

So I tried everything that everyone recommended, except for re-seating the RAM. When I pulled it, it didn't budge and I was worried about breaking it

We hopefully one of them worked. I'll keep everyone updated. Thanks for the advice. If it happens again, I'll re-seat the RAM and then try again.

lumumba_s

I think I finally figured out the problem. Everything was perfect for about two weeks and just as I was about to report the problem as solved, it happened again. But this time, I think I put two-and-two together. I'm pretty sure the NVIDIA software was causing the problem. I think everytime NVIDIA updated its video driver, it was messing with the regular Intel video driver settings. I uninstalled the Intel driver, rebooted and reinstalled. I won't allow NVIDIA to update and I'll see if that fixes the problem.

lumumba_s

wis said:

Have the 5-6 attempts included a battery reset & re-seating of the RAM slots?

I think this finally did the trick. So when I upgraded the RAM, should I have removed the old one and switched them around to get the BIOS to refresh its RAM settings or something? Asking for future reference.

lumumba_s

Nevermind. I spoke too soon again. I've literally tried everything. I give up...

haroldg12

have you still given up or have you resolved it? I'm having the exact same issue. My laptop is Aspire E 15(E5-576G). I solved it last year, but I don't remember how and I didn't write down notes on how to do it. I tried the troubleshooting suggestion, but that didn't work. I don't have a pin under my laptop. I have screws so I would have to unscrew 3 of them and check to see if I have a pin. I haven't done that yet, but I want to try other avenues before I go that route. I also disabled hibernation(Even though I use that option alot), but that didn't work. RIght now I tried uninstalled the lntel UHD Graphics 620 driver and restarted my laptop. It automatically reinstalled the driver so I'm hoping that solved the issue. My issue only happens when my laptop is plugged in, but never happens when its running only on battery. My laptop goes to sleep and when I try to wake it up, the screen stays black and my keypad lights up, so it seems like a graphics driver issue. Not sure why it happens only when I have my laptop plugged in though??

The_Duk3_

haroldg12 said:

have you still given up or have you resolved it? I'm having the exact same issue. My laptop is Aspire E 15(E5-576G). I solved it last year, but I don't remember how and I didn't write down notes on how to do it. I tried the troubleshooting suggestion, but that didn't work. I don't have a pin under my laptop. I have screws so I would have to unscrew 3 of them and check to see if I have a pin. I haven't done that yet, but I want to try other avenues before I go that route. I also disabled hibernation(Even though I use that option alot), but that didn't work. RIght now I tried uninstalled the lntel UHD Graphics 620 driver and restarted my laptop. It automatically reinstalled the driver so I'm hoping that solved the issue. My issue only happens when my laptop is plugged in, but never happens when its running only on battery. My laptop goes to sleep and when I try to wake it up, the screen stays black and my keypad lights up, so it seems like a graphics driver issue. Not sure why it happens only when I have my laptop plugged in though??

Good Day HaroldG

Did you found a solution to this problem as yet?

I'm having the same issues with the same model number laptop and can't seem to get to a solution for it. I really don't feel like doing a fresh install on the laptop again to do more testing. I'm currently trying different versions of the Intel and Nvidia drivers and will revert back if something works.

In the meantime if anyone else has a solution for this, please help us?

Things I've tried:
Updated Bios to latest version 1.49
Several fresh installs, but as soon as any updates happen it starts all over again.
Reset of battery several times.
Re-seat RAM and different capacities tested.
Changed and experimented with all kinds of different windows settings with no luck.

Currently trying different versions of GPU drivers

I will try the fresh install once I'm done with my studies and if when I have some spare time. Then will try and block all windows updates and do one by one, to see which version it is that causes the issue.

Thanks

lumumba_s

I try not to reboot my laptop unless I need to, but I don't recall the problem happening for a while now. I THINK it has been resolved, but I'm not 100% sure. And I suspect that one of the Windows updates fixed the problem. I also installed NVidia GeForce Now and it is possible that the updates it did solve the problem as well. I honestly don't remember having the problem after installing it. So perhaps between my regular NVidia GeForce updates and GeForce Now its fixed something with the video drivers. But everyone I say its fixed, it happens again.

negative_zero

I called tech support, and they told me to make a change in Power Settings.

In Windows 10, open Settings > System > Power & Sleep > Additional Power Settings > Change plan settings > Change advanced power settings. Go down to "Multimedia settings", and for "When sharing media", for "plugged in", change it to "Allow the computer to sleep". That ought to do it!

calvinf1

I had this issue for 2 years and finally fixed this issue. I simply uninstalled the Intel Graphics driver dated back in 2016 and force the computer to update the driver to a 9/5/2020 driver and the issue went away. I have the Intel UHD 630 Graphics driver now and my internal display now turns on every time the computer goes to sleep.

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