when I do a restart the screen goes black and the laptop freezes(Acer Nitro 5 515-53

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Answers

  • OK! The test is to disable fastboot and fast startup and restart the notebook to see if the black screen problem remains! This test you have already done!
    I would also like to know the exact model of your notebook and if it came with the ssd inel760p, as there is a firmware for this ssd on the website of Acer, for model an515-53, see. There is also firmware update 1.26 uefi: https://www.acer.com/ac/pt/BR/content/support-product/7571?b=1

    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em sim! If you liked my answer, mark it as a solution by clicking on yes!
    Aceite somente a resposta que ajudou a solucionar o seu problema! Please accept only the response that helped to solve your problem!
    Detection tool click here to find the serial number or partnumber of your model!                                                          
                                                      
                                                     egydiocoelho Trailblazer
     
    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
    Para usuários da comunidade inglesa, espanhola, francesa e alemã, usarei o google tradutor! :)
    For users of the English, Spanish, French and German community, I will be using google translator! :) 
  • PoppaJim
    PoppaJim Member Posts: 105 Skilled Fixer WiFi Icon
    I do not have a Intel760p  my 256gb M.2 NVMe SSD what is a 600 series.
    however, it has been upgraded to a silicon power 1tb M.2 NVMe SSD...
    but that has nothing to do with the problem because it was doing it with both drives.
    it was also doing it with no mechanical hard drive installed and it's still doing it now that I have a 2 terabyte drive installed.




    I am in the process of installing the Acer 1.26 bios Update now...
  • PoppaJim
    PoppaJim Member Posts: 105 Skilled Fixer WiFi Icon
    how do I find out the exact model number for my Acer Nitro 5 515-53?
    everything I see on the notebook simply says Acer Nitro 5 515-53
  • Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em sim! If you liked my answer, mark it as a solution by clicking on yes!
    Aceite somente a resposta que ajudou a solucionar o seu problema! Please accept only the response that helped to solve your problem!
    Detection tool click here to find the serial number or partnumber of your model!                                                          
                                                      
                                                     egydiocoelho Trailblazer
     
    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
    Para usuários da comunidade inglesa, espanhola, francesa e alemã, usarei o google tradutor! :)
    For users of the English, Spanish, French and German community, I will be using google translator! :) 
  • PoppaJim
    PoppaJim Member Posts: 105 Skilled Fixer WiFi Icon
    I downloaded the tool and ran it. Besides the serial numbers all it said was:

    ACER
    Nitro AN515-53
  • Commodore_1995#
    Commodore_1995# ACE Posts: 98,322 Trailblazer
    edited June 2019
    Can you enter only the first ten numbers of the partnumber? Have you already updated uefi? Verify here too: https://community.acer.com/en/discussion/comment/686905/#Comment_686905
    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em sim! If you liked my answer, mark it as a solution by clicking on yes!
    Aceite somente a resposta que ajudou a solucionar o seu problema! Please accept only the response that helped to solve your problem!
    Detection tool click here to find the serial number or partnumber of your model!                                                          
                                                      
                                                     egydiocoelho Trailblazer
     
    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
    Para usuários da comunidade inglesa, espanhola, francesa e alemã, usarei o google tradutor! :)
    For users of the English, Spanish, French and German community, I will be using google translator! :) 
  • PoppaJim
    PoppaJim Member Posts: 105 Skilled Fixer WiFi Icon
    Here you go... I was looking for some extra numbers on the end of the model number but I didn't find them on this.

  • PoppaJim
    PoppaJim Member Posts: 105 Skilled Fixer WiFi Icon
    edited June 2019
    Oh your other question was did I do the BIOS yet no I have not updated the BIOS to 1.26 yet I hope to do that this afternoon
    Is there some reason why I should not?

  • Have you checked that the problem persists when removing ssd? Have you checked if there is a firmware available for 1tb ssd? What is the exact model of this ssd? The uefi 1.26 fixes some relationship to saving the information, when you turn off the notebook by uefi!
    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em sim! If you liked my answer, mark it as a solution by clicking on yes!
    Aceite somente a resposta que ajudou a solucionar o seu problema! Please accept only the response that helped to solve your problem!
    Detection tool click here to find the serial number or partnumber of your model!                                                          
                                                      
                                                     egydiocoelho Trailblazer
     
    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
    Para usuários da comunidade inglesa, espanhola, francesa e alemã, usarei o google tradutor! :)
    For users of the English, Spanish, French and German community, I will be using google translator! :) 
  • PoppaJim
    PoppaJim Member Posts: 105 Skilled Fixer WiFi Icon
    Okay. I did do the BIOS update to 1.26 but I didn't notice any difference whatsoever other than I had to go back into BIOS afterwards and turn fastboot off and disable the keyboard timeout... Although this problem is not affected by either of those two settings it's just that when the keyboard lights time out I can't see the letters and numbers on the keyboard it's too dark...

    this is the SSD that is currently installed in the machine:

    and running the firmware update utility tells me that my SSD is up-to-date and there is no new firmware available.
    The manufacturer provided SP toolbox allowed me to run full Diagnostics which show the drive to be perfectly fine and healthy.

    It must be noted that this condition has always existed regardless of which SSD was in there the original intel 600 series 256gb or the SP 1tb it didn't matter which was which the restart issue consistently exists, as for testing it without the SSD

    I have booted the laptop from thumb drives for the purposes Of reimaging and doing full backups and the restart function works perfectly well outside of new windows environment. I do not have any way to boot these machines in Windows without using one of the ssds currently because as you know windows will not boot from an external drive.
  • Is there a driver with device manager problems? Is there any antivirus installed that might be interfering with windows startup? Can you tell if the windows version is 1809 or 1903?
    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em sim! If you liked my answer, mark it as a solution by clicking on yes!
    Aceite somente a resposta que ajudou a solucionar o seu problema! Please accept only the response that helped to solve your problem!
    Detection tool click here to find the serial number or partnumber of your model!                                                          
                                                      
                                                     egydiocoelho Trailblazer
     
    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
    Para usuários da comunidade inglesa, espanhola, francesa e alemã, usarei o google tradutor! :)
    For users of the English, Spanish, French and German community, I will be using google translator! :) 
  • PoppaJim
    PoppaJim Member Posts: 105 Skilled Fixer WiFi Icon
    Is there a driver with device manager problems? Is there any antivirus installed that might be interfering with windows startup? Can you tell if the windows version is 1809 or 1903?
    Device manager doesn't show any devices as having errors or problems...
    currently I have no antivirus software installed so Windows has defaulted to Defender...

    and my windows has been upgraded to 1903 as of two days ago...
  • When you restart the notebook with an external monitor connected, does the problem with the black screen continue? What is the model of intel and nvidia video cards?
    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em sim! If you liked my answer, mark it as a solution by clicking on yes!
    Aceite somente a resposta que ajudou a solucionar o seu problema! Please accept only the response that helped to solve your problem!
    Detection tool click here to find the serial number or partnumber of your model!                                                          
                                                      
                                                     egydiocoelho Trailblazer
     
    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
    Para usuários da comunidade inglesa, espanhola, francesa e alemã, usarei o google tradutor! :)
    For users of the English, Spanish, French and German community, I will be using google translator! :) 
  • PoppaJim
    PoppaJim Member Posts: 105 Skilled Fixer WiFi Icon
    I have no idea I do not have an extra external monitor that I can hook up to this and I never have hooked up an external monitor so far.

    As for the video cards both the Intel and the Nvidia card or whatever came stock in this notebook...
    I will see if I can locate the model information for you on those two cards. And we're actually calling them cards but they're not they are embedded hardwired integrated into the motherboard

  • Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em sim! If you liked my answer, mark it as a solution by clicking on yes!
    Aceite somente a resposta que ajudou a solucionar o seu problema! Please accept only the response that helped to solve your problem!
    Detection tool click here to find the serial number or partnumber of your model!                                                          
                                                      
                                                     egydiocoelho Trailblazer
     
    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
    Para usuários da comunidade inglesa, espanhola, francesa e alemã, usarei o google tradutor! :)
    For users of the English, Spanish, French and German community, I will be using google translator! :) 
  • andylb
    andylb ACE Posts: 3,827 Pathfinder
    PoppaJim said:
    my Acer Nitro 5 515-53 starts just fine from a completely powered off State but when I do a restart the screen goes black and the laptop freezes.
    this also happens when during a software install or update the system forces a restart...
    I wind up having to hold down the power key until the screen lights turn off and it goes silent and then when I hit the power it starts up just 

    I know this may sound simplistic but have you tried to System Restore to an earlier date before this problem occurred 

    Please click YES if I answered your question

    I am not an ACER employee
    Thank you and have a blessed day  B)

    ★★ ACE Pathfinder 2019★★

  • PoppaJim
    PoppaJim Member Posts: 105 Skilled Fixer WiFi Icon
    PoppaJim said:
    Here you go... I was looking for some extra numbers on the end of the model number but I didn't find them on this.

    We already did this... here it is again  =)
  • PoppaJim
    PoppaJim Member Posts: 105 Skilled Fixer WiFi Icon
    andylb said:
    PoppaJim said:
    my Acer Nitro 5 515-53 starts just fine from a completely powered off State but when I do a restart the screen goes black and the laptop freezes.
    this also happens when during a software install or update the system forces a restart...
    I wind up having to hold down the power key until the screen lights turn off and it goes silent and then when I hit the power it starts up just 

    I know this may sound simplistic but have you tried to System Restore to an earlier date before this problem occurred 
    Not a bad idea, but yeah... several times...
  • andylb
    andylb ACE Posts: 3,827 Pathfinder
    PoppaJim said:
    andylb said:
    PoppaJim said:
    my Acer Nitro 5 515-53 starts just fine from a completely powered off State but when I do a restart the screen goes black and the laptop freezes.
    this also happens when during a software install or update the system forces a restart...
    I wind up having to hold down the power key until the screen lights turn off and it goes silent and then when I hit the power it starts up just 

    I know this may sound simplistic but have you tried to System Restore to an earlier date before this problem occurred 
    Not a bad idea, but yeah... several times...
    Ok it was worth a try. I'm determined to crack this one
     

    Please click YES if I answered your question

    I am not an ACER employee
    Thank you and have a blessed day  B)

    ★★ ACE Pathfinder 2019★★

  • PoppaJim
    PoppaJim Member Posts: 105 Skilled Fixer WiFi Icon
    andylb said:
    PoppaJim said:
    andylb said:
    PoppaJim said:
    my Acer Nitro 5 515-53 starts just fine from a completely powered off State but when I do a restart the screen goes black and the laptop freezes.
    this also happens when during a software install or update the system forces a restart...
    I wind up having to hold down the power key until the screen lights turn off and it goes silent and then when I hit the power it starts up just 

    I know this may sound simplistic but have you tried to System Restore to an earlier date before this problem occurred 
    Not a bad idea, but yeah... several times...
    Ok it was worth a try. I'm determined to crack this one
     
    Yeah me too!
    if it wasn't for this one nagging problem it would seem to be just about the perfect notebook...
    at least for me