Acer Predator Triton 500 PT515-51-71VV - Freezing and windows 10 reinstallation problems

Dice

I just got a new Acer Predator Triton 500 PT515-51-71VV 

After few hours of using, it started crashing randomly and turning black screen. Forcing me to turn it off by holding the power button. I reset the system from recovery in the settings. After windows was installed and everything seemed to work great the same thing happened again. I tried to reset the laptop a second time but it froze while installing windows and showed me the blue screen window sad face. Since then I have been trying to reset the system but it keeps on freezing.

Should I update BIOS? How do I update it? 
Should I reinstall windows with a usb? 

Commodore_1995#

What error code is displayed? Did you try to reset it using the alt + f10 command before the Acer logo?

Dice

egydiocoelho said:

What error code is displayed?

There was no error code displayed, I just keep getting a page similar to this 

egydiocoelho said:

Did you try to reset it using the alt + f10 command before the Acer logo?

Yes I did. I tried resetting the laptop from the troubleshoot section but it's keep getting stuck during the installation process. 

I tried doing it again and now its been more than hour loading in this page below (The laptop is connected to the internet by Ethernet cable):

Commodore_1995#

Does the notebook lock or does the circle continue to spin? Have you selected the option that deletes the files? Have you tried disconnecting the ethernet cable?

Dice

egydiocoelho said:

Does the notebook lock or does the circle continue to spin? Have you selected the option that deletes the files? Have you tried disconnecting the ethernet cable?

The first few times it froze. This time after I chose to reset the system it took me to the installation process, then during the process it gave me the same sad face screen, then it turned by itself and It took me to the step where I choose my region and language and now the circle is still spinning after that step for about 2 hours.

Yeah I just plugged the Ethernet cable during the last few times I tried to reset the system. 

Commodore_1995#

Check this link: https://answers.microsoft.com/en-us/windows/forum/all/blue-screen-displays-just-a-moment-what-to-do/6c49dabc-2809-49d1-bc42-0b8ec10078cf

Check to ensure there is disk activity (look at the hard disk LED light to confirm. If there is, keep waiting. If setup goes beyond 2 to 3 hours, try the following steps. 
Power down the computer. Unplug it, then wait 10 minutes. 
If you are using a laptop, remove the battery if the option is available. 
Disconnect it from the Internet (unplug Ethernet and/or turn off Wi-Fi). 
Plug it again, ensure it remains disconnected from the Internet then start computer. 
See if it completes setup. 
If setup completes and you see the desktop with the ability to click Start and launch programs, proceed to reconnect to the Internet.

Dice

I really have no idea what causing this problem. is it something from the drive or is it from windows!!
Should I leave it on the spinning circle overnight? or should I try resetting the system again? 

Commodore_1995#

Have you tried my tip up by disconnecting the wireless, ethernet and any other device that is plugged into usbs ports?

Commodore_1995#

Windows 10 install is stuck on Just a moment

Windows 10 Upgrade and installation has this peculiar problem where it gets stuck for small reasons. Internet connection, setting up something which could have been done later, and there is no way it can skip, i.e., timeout. If you see “Just a moment” message when installing Windows 10, you can do these:

• Disable internet connection. You can either turn off WiFI or remove the ethernet plug.
• Try removing any external hardware which is not necessary. Sometimes Windows waits to get the get driver update or verify existing file

https://www.thewindowsclub.com/windows-10-install-stuck-during-installation

Dice

egydiocoelho said:

Have you tried my tip up by disconnecting the wireless, ethernet and any other device that is plugged into usbs ports?

Yes I just tried that. It took me to the steps of setting up windows, after the last step the screen turned black. 
I will try to reset the system without the internet, and I only have the charger plugged in the whole time.

Dice

egydiocoelho said:

Windows 10 install is stuck on Just a moment

Windows 10 Upgrade and installation has this peculiar problem where it gets stuck for small reasons. Internet connection, setting up something which could have been done later, and there is no way it can skip, i.e., timeout. If you see “Just a moment” message when installing Windows 10, you can do these:

• Disable internet connection. You can either turn off WiFI or remove the ethernet plug.
• Try removing any external hardware which is not necessary. Sometimes Windows waits to get the get driver update or verify existing file

https://www.thewindowsclub.com/windows-10-install-stuck-during-installation

Unfortunately it didn't work. I left it loading at 58% overnight, woke up and its still at 58%. This is weird the laptop is new and out of the box but it feels like its not compatible with windows at all. 

Commodore_1995#

Did you ever try to do a battery reset? Can you still replace the notebook with the seller?

Dice

egydiocoelho said:

Did you ever try to do a battery reset? Can you still replace the notebook with the seller?

I tried the battery reset several times and it didn't work. I got the notebook on amazon prime deal with $1000, I can't replace it witch is unfortunate. I can only return it, I was hoping that I can fix it though.

I think the problem is on the drivers, the thing is I can't update the drivers because I can't install windows properly. If there was a way to update the drivers from this page that might help(maybe in the command prompt). Will modifying anything in the UEFI Firmware settings gonna change anything?
 

Commodore_1995#

There is probably an earlier version of windows. Have you already clicked go back to the previous version?

MikeHawk

I have the same exact laptop, got it for $1000 on Prime day.  Great laptop but my Nvidia 2060 card just stopped working after one day.  Did the battery reset suggested by egydiocoelho and it worked, for now.  I don't understand why these laptops come with problems right out of the box like this.

XdxD

MikeHawk said:

I have the same exact laptop, got it for $1000 on Prime day.  Great laptop but my Nvidia 2060 card just stopped working after one day.  Did the battery reset suggested by egydiocoelho and it worked, for now.  I don't understand why these laptops come with problems right out of the box like this.

Problem with RTX Cards. This issue isn't present with GTX Cards.

Commodore_1995#

It would be interesting to know if @Dice has reset the battery too.

Dice

egydiocoelho said:

There is probably an earlier version of windows. Have you already clicked go back to the previous version?

I tied doing that, but it didn't work out too.

egydiocoelho said:

It would be interesting to know if @Dice has reset the battery too.

I tried resetting the battery 3 times, nothing changed. 

I talked to Acer and I will probably send them the laptop for repair. 

XdxD

egydiocoelho said:

It would be interesting to know if @Dice has reset the battery too.

I tried resetting the battery 3 times, nothing changed. 

I talked to Acer and I will probably send them the laptop for repair. 

After resetting battery, did you leave it to completely drain out the energy?
Read this: https://community.acer.com/en/discussion/comment/703953/#Comment_703953

Dice

XdxD said:

After resetting battery, did you leave it to completely drain out the energy?
Read this: https://community.acer.com/en/discussion/comment/703953/#Comment_703953

I already sent the laptop to acer for repair. But I did reset the battery and left it for about half an hour, maybe leaving it longer might have worked.  

Commodore_1995#

Post the result here.