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

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Answers

  • PoppaJim
    PoppaJim Member Posts: 105 Skilled Fixer WiFi Icon
    edited June 2019
    Okay there seems to have been some confusion as to exactly when this problem is occurring during the restart process or exactly when during that process the laptop actually freezes.

    so I made a very short 5 minute video cycling quickly through all of the various possibilities of shutting down and restarting and booting the machine so everyone could see exactly what was going on visually it explains a whole lot more than I ever could by typing text...

    as I said it's only 5 minutes long and it is in an unlisted URL on YouTube so it doesn't actually just show up in my YouTube channel so here you go everyone please take a moment and watch this all the way through so you understand fully exactly what's going on

    thank you so very much for all your help everyone!

    https://www.youtube.com/watch?v=L2SGEjFox80&feature=youtu.be
  • OK! I checked your video! I would like to know if you have already tried my previous tip, disabling unnecessary services and programs and then trying to restart the notebook?
    I also suggest you remove these two power drivers and try restarting the notebook:

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  • andylb
    andylb ACE Posts: 3,827 Pathfinder
    Definitely a background process but which one that is the big question

    Please click YES if I answered your question

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

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  • Commodore_1995#
    Commodore_1995# ACE Posts: 98,322 Trailblazer
    edited June 2019
    It's because I'm Brazilian and the language of windows is in Portuguese! I suggest you disable all services and programs instead of unchecking them separately and then try restarting! If it works, it indicates that some service or program is preventing windows from restarting properly! Then try uninstalling these drivers and restart the notebook:
    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
    It's because I'm Brazilian and the language of windows is in Portuguese! I suggest you disable all services and programs instead of unchecking them separately and then try restarting! If it works, it indicates that some service or program is preventing windows from restarting properly! Then try uninstalling these drivers and restart the notebook:
    Not our best attempt...
    I haven't tried the power adapters yet because when I disabled all of these supposedly unnecessary services and yes I hid all the Microsoft services so I would not disable any of those but it's still crashed my system and now I'm trying to recover from a backup I made this morning...

    thank God I made it back up and had a Recovery USB key before I started trying to disable services....

    It's going to be awhile before I get around to taking the next step cuz this backup restore is taking a while 

    next time I'll go with my gut and do them one service at a time that way if it crashes I'd least know which one to restore
  • OK! When the system is recovered, let us know! Do you have any antivirus installed?
    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
    OK! When the system is recovered, let us know! Do you have any antivirus installed?
    No I don't have any antivirus software installed at the moment but because of that it's running Windows Defender and I might install Malwarebytes just so I can shut off Windows Defender my next step is actually going to be the upgraded to Windows 10 professional instead of Windows 10 home it gives me the ability to access more utilities and who knows it might even fix the ***** problem LOL!
  • Can you open the windows event viewer and check for errors that appear in the system section?
    Resultado de imagem para event viewer
    Restart the system and check the time, the problem that occurs at that moment!
    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
    Can you open the windows event viewer and check for errors that appear in the system section?
    Resultado de imagem para event viewer
    Restart the system and check the time, the problem that occurs at that moment!
    Restart is still broken but there were no errors that showed up in the system log
  • PoppaJim
    PoppaJim Member Posts: 105 Skilled Fixer WiFi Icon
    PoppaJim said:
    It's because I'm Brazilian and the language of windows is in Portuguese! I suggest you disable all services and programs instead of unchecking them separately and then try restarting! If it works, it indicates that some service or program is preventing windows from restarting properly! Then try uninstalling these drivers and restart the notebook:
    Not our best attempt...
    I haven't tried the power adapters yet because when I disabled all of these supposedly unnecessary services and yes I hid all the Microsoft services so I would not disable any of those but it's still crashed my system and now I'm trying to recover from a backup I made this morning...

    thank God I made it back up and had a Recovery USB key before I started trying to disable services....

    It's going to be awhile before I get around to taking the next step cuz this backup restore is taking a while 

    next time I'll go with my gut and do them one service at a time that way if it crashes I'd least know which one to restore
    Uninstalling those two battery drivers didn't do anything related to the restart problem

    by the way I am now running Windows 10 professional instead of home on this machine
  • I still think there is a service or program that is causing this problem! Can you run the chkdsk / f / r command in cmd as an administrator? The problem is that it is not recommended to use this command in an ssd, unless it is extremely necessary!

    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
    andylb said:
    This is a fix I found for the same problem, the fix came from a Microsoft level 2 tech so it's worth a try

    1. Go to Device Manager -> Network adapters -> Network Card -> right click -> Properties -> Power Management -> Make sure the first two boxes are checked, then apply and exit.

    2. Windows Key + R -> gpedit.msc -> Computer Configuration -> Windows Settings -> Security Settings ->Local Policies -> Security Options -> find this entry "Shutdown: Clear virtual memory pagefile" -> right click -> Properties -> check "Disabled", then apply and exit.

    If this doesn't work go here and go to directly to Method 2 and Method 3
    https://www.easeus.com/computer-instruction/windows-10-hangs-stuck-on-shut-down-error.html


    Now that I've upgraded to Windows 10 professional I was able to go back in and do the gpedit.msc stuff listed above

    however it made no change whatsoever my restart still looks just like it did in the video I posted
  • What happens when you press the shift key and then click Restart? Open a recovery menu?
    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
    It's because I'm Brazilian and the language of windows is in Portuguese! I suggest you disable all services and programs instead of unchecking them separately and then try restarting! If it works, it indicates that some service or program is preventing windows from restarting properly! Then try uninstalling these drivers and restart the notebook:
    Okay I finally finished going through and disabling each individual service and restarting after each one if it didn't cause any problems I left it disabled if it causes problems when I rebooted I re-enable it and went to the next one in this way I managed to do what you asked without trying to brick my computer again...

    turns out there are some of the Intel drivers that are considered to be unnecessary but in fact they will totally mess up your computer if you turn them off...

    bottom line none of these things made any difference whatsoever to my ability to restart at the end of the day it's still looks just like the video that I posted
  • PoppaJim
    PoppaJim Member Posts: 105 Skilled Fixer WiFi Icon
    What happens when you press the shift key and then click Restart? Open a recovery menu?
    Why yes it did! I tried to do a startup recovery from there and it said it wasn't able to repair which I don't know if that means there wasn't anything to repair or if it was something it couldn't fix
    so after that I went back to it and was able to boot into a boot configuration menu and I'm going to go back and check that again!
  • Have you tried using the dism command or sfc scannow to repair windows?
    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
    Have you tried using the dism command or sfc scannow to repair windows?
    Beginning system scan.  This process will take some time.

    Beginning verification phase of system scan.
    Verification 100% complete.

    Windows Resource Protection did not find any integrity violations.

    Deployment Image Servicing and Management tool
    Version: 10.0.18362.1

    Image Version: 10.0.18362.175

    [==========================100.0%==========================] The restore operation completed successfully.
    The operation completed successfully.

    additionally I went into the BIOS and turned off secure boot and then I permanently disable driver signature enforcement

    and yet the restart problem persisted!
  • Does this problem with the reboot occur only when you use the notebook on the battery? Or does it also occur when you plug in the power adapter?
    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
    Does this problem with the reboot occur only when you use the notebook on the battery? Or does it also occur when you plug in the power adapter?
    Both always