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
    I found a lead that suggests the culprit might be in the Intel (R) Management Engine Interface driver Which needs to be reverted back to version 9.5.24.1790

    the problem is finding the specific version of that software or driver for the specific chipset in this Acer notebook and there are a bunch of different ones and then I need to be able to revert to that older driver and it's now a version 12 +

    does anybody know of someplace to find old Acer drivers it would be in there I can find the current one but I don't know where the old ones are on the Acer website
  • PoppaJim
    PoppaJim Member Posts: 105 Skilled Fixer WiFi Icon
    The Acer driver page actually lists the Intel (R) Management Engine Interface driver as the Turbo Driver, but I cant find the old versions...
  • andylb
    andylb ACE Posts: 3,827 Pathfinder
    edited June 2019

    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
    edited July 2019
    I had a long conversation on live chat with an Acer customer support representative trying to get ahold of that old driver... 

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    [Post edited to remove inappropriate or personal content -Acer-Manny]

  • PoppaJim
    PoppaJim Member Posts: 105 Skilled Fixer WiFi Icon
    Well the one good thing is that we now know that the Acer Nitro 5 AN515-53 uses the The Intel : Chipset Intel CS HM370. 
  • OK! You said you have two identical notebooks, correct? Is the same problem with both notebooks? If you suspect the problem is in the Intel Management Engine driver, can you tell idhardware?
    Example:
    Resultado de imagem para idharware
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  • PoppaJim
    PoppaJim Member Posts: 105 Skilled Fixer WiFi Icon
    andylb said:
    try here...
    Got it I will try and install it sometime later today when I have a chance to get to it...
    I'm afraid this computer is going to have to go on the back burner for a little while
    because I have to study today for my Spanish lesson tomorrow...

    oh and one other thing I finally found out is that my notebooks are Acer Nitro 5  model: AN515-53-55G9
    turns out that information is on the side of the box at the very top of the label that has the two bar codes and lists all the specs LOL!
     =) 
  • PoppaJim
    PoppaJim Member Posts: 105 Skilled Fixer WiFi Icon
    OK! You said you have two identical notebooks, correct? Is the same problem with both notebooks? If you suspect the problem is in the Intel Management Engine driver, can you tell idhardware?
    Example:
    Resultado de imagem para idharware
    Yes they are identical
    yes they have the same problem
    yes the hardware IDs in both machines are identical across the board for every device!
    Except for the ones that I've changed on this one machine that I'm focusing on during our troubleshooting attempts here.

    I hadn't mentioned that I had two identical notebooks exhibiting the same problem before because it's irrelevant that I have two machines that are exactly the same other than the fact that I know this is not a hardware problem it is a driver problem it is a Windows 10 problem and it has been reported by people on practically every different type of notebook running Windows 10 regardless of brand or model number... However it appears sporadically it's not consistent.

    so I know if I can fix one of them then I can apply the same fixed to the second and I'm not going to mess with two machines at the same time
  • Both notebooks have the same uefi firmware version? I would also like you to post the idhardware of the Intel Management Engine
    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
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  • PoppaJim
    PoppaJim Member Posts: 105 Skilled Fixer WiFi Icon
    Both notebooks have the same uefi firmware version? 
    They did have originally but as I said I'm only going to work on one machine at a time until I get that one fixed and then I will apply that fixed to the other machine 

    so on the machine I have been working on the firmware has been updated the operating system has been updated from home to Pro every driver on the machine has been either updated or replaced or deleted and replaced so no none of the drivers are firmware or any of that stuff for the same anymore but they were initially as well as all of the hardware
  • PoppaJim
    PoppaJim Member Posts: 105 Skilled Fixer WiFi Icon
    andylb said:
    Well I tried to do that I even went so far as to go into troubleshooting and turn off the device driver signature required feature and went and located the file that I had downloaded to my machine and it started it told me you didn't like it didn't want to install a message to do it anyway and it started to actually install it and then it gave me an error that said



    so apparently it thinks it's missing a file and maybe I need to find it in another package is it going to get it before then I'm going to contact until tomorrow and see if I can get one specifically for this Intel CS HM370  chipset
  • I would like to know the notebook is in raid mode and with rst with optane active?
    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
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  • PoppaJim
    PoppaJim Member Posts: 105 Skilled Fixer WiFi Icon
    I would like to know the notebook is in raid mode and with rst with optane active?
    I have no idea, and I don't even know how to find out.
    however, it's got one solid state M.2 NVMe SSD and one mechanical SATA Drive...
    they function as individual drives and do not behave like any kind of a raid...
  • You can find this information in firmware uefi by pressing f2 as soon as you turn on the notebook! Then go to the main and sata mode section! Do not change the option to ahci, as this may damage windows startup! It's just to check how the setting is selected!
    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!                                                          
                                                      
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    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
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  • PoppaJim
    PoppaJim Member Posts: 105 Skilled Fixer WiFi Icon
    edited June 2019
    Sorry I've been out of touch for the last few days guys I managed to totally crashed that system and I'm having to rebuild it from scratch I'll get back with you shortly because from what I can see even with a factory reset back to original condition I still got the same restart problem...

    I might actually go so far as to do a clean install of Windows 10
  • OK! Since you are reinstalling windows 10, install the 1903 version from scratch and post the result! I'm still intrigued by this problem!
    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!
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    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!
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  • andylb
    andylb ACE Posts: 3,827 Pathfinder
    Me too I've just run out of ideas at the moment

    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 Both notebook models have the same ssd model and identical settings?
    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
    @PoppaJim Both notebook models have the same ssd model and identical settings?
    Yes the only difference between the two machines is the ram...
    they both have 16GB but what I did when I purchase the extra Ram is I bought two 8GB modules of the exact same Ram
    and then I took the factory Ram out of one machine and added it to the other machine, and then added the new Ram both modules to this first machine.

    so effectively what I did was made sure that both machine had matched paired Ram and didn't have mixed Ram in the two slots.

    I hope that makes sense but it eliminated the probability of parity errors.

    here in a little while I'm going to wipe the one I'm working on completely clean and do a clean windows 10 professional install.
  • Both have the same ssd m2? I think you've already told me the exact model of ssd, but could you tell me again?
    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! :)