Unable to power up 2 in 1 - T77H462

MousePad
MousePad Member Posts: 6

Tinkerer

edited November 2023 in 2019 Archives
Hi,
I have what used to be a great little 2 in 1 laptop with the removeable touch screen.  Unfortunately it no longer powers up nor will the charge light come on when I plug the charger in.  I tried to contact support but they have been less than helpful.

I did somehow get through to a Chat support person who sent me a power supply but it is the wrong one, the laptop plug is way to big.  They finally, after several emails, issued a return authorization email but no label or anything about where to send it.  Since then I have emailed back and forth to the general support email and they keep asking for numbers that are no longer on the machine. SNID or Ser #.  I would have thought that the model # T77H462 would have been enough.  I have asked for an RMA to return the unit along with the old power supply but have not had a response.  I am open to out of warrantee service of course.

There is a single small white label on the rear of the keyboard (W01101304E447B6DF67211 2014.11) I am assuming that the last few digits are the manufacture date of 11 of 2014!

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Does anyone have any suggestions on how to get through to support?  
I have tried their Contact Us and it defaults to requesting SNID #.  There phone support is the same.  Chat defaults to the SNID# too.

Strange thought.. but could I reverse power the machine via the USB port?

I would hate to throw a perfectly good  laptop away because tech support was not on the ball!  Sad!

Comments

  • Do you know the exact model of the device? Also, when the notebook was working, did you register the device on the Acer website? When you register on the Acer website, the partnumber of all registered devices is displayed, see:

    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!
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  • MousePad
    MousePad Member Posts: 6

    Tinkerer

    Thanks... there are no products registered, although when I purchased it I d o remember registering it back in 2015.  Now when I try to register the unit it rejects my Ser#.  

    I just spoke with Acer Store and she had me remove the screen from the keyboard and located the ser. # along the narrow bottom edge of the screen.  I am hoping that this power supply she located will be the correct one.

    The model # is T77H462.  It is a 2 in 1 Laptop with touch screen.  

    I did get a response from ecommerce regarding the return of the wrong power supply and they are telling me I have to pay for the return shipping even though it was their mistake.

    Acer needs to give the user multiple options for registering and getting support for their products.
  • Okay! Are you sure that the original adapter is in trouble? Você já tentou perform or power reset?
    To perform a power reset:
    Unplug the power cord from the notebook.
    Turn the notebook upside down if you can remove the battery from your model. Slide the lock to the unlocked position and hold the release tab to remove the battery.
    Note: There are two tabs that hold the battery in place. One is the lock and the other is the release guide.
    Turn off the notebook and hold the power button for 30 seconds to discharge all currents;
    Release the power button, replace the battery, power cord, and try turning on your computer.
    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! :) 
  • MousePad
    MousePad Member Posts: 6

    Tinkerer

    Thanks for the advice... unfortunately this machine does not have a removeable battery.  

    I have sent the incorrect charger back for a refund.  

    After a lengthy call to the Acer Store I hope the lady on their end got it wright this time.  She pointed me to the place where the Ser.# is located (remove the screen from the keyboard and the ser. # is along the bottom edge of the screen).  

    I hope that the power supply is the answer otherwise it is a dead machine as it is out of warrantee and according to the Support person Acer does not offer out of warrantee service or repair.

    Waiting patiently for the new power supply to arrive with fingers crossed.
  • MousePad
    MousePad Member Posts: 6

    Tinkerer

    Hi,
    I found an old video on YouTube that has provided an answer to my not powering up issue... it is the keyboard. (Solutions video... https://www.youtube.com/watch?v=VGpo5GhVz4Y )

    SOLUTION:
    1) remove the screen from the keyboard
    2) connect power supply (you should now see the green or blue light on the power button)
    3) hold the power and Volume Down buttons together... hold for 30 sec.
    4) release power & volume buttons
    5) Press power button as normal
    6) machine powers up as normal.

    I hope this helps others with similar powering on issues... still have to resolve the keyboard attach issue.  The video suggests that it could be a twisted cable on the keyboard.

    It has nothing to do with the power supply, so I have ordered one for no reason.
  • Since the tablet is turning on, can you enter the top ten of partnumber so I can check if I can find anything about the keyboard in the service manual? http://global-download.acer.com/SupportFiles/Files/SNID/APP/SerialNumberDetectionTool.exe#_ga=2.6300786.1542310124.1551109537-1125574678.1544890242
    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! :) 
  • MousePad
    MousePad Member Posts: 6

    Tinkerer

    Hi,
    Thanks for the tool it worked out great.  The results of the tools are:
    Ser # Tool
    Brand : Acer
    Product Name : Aspire SW5-12
    Serial Number : NT4TAA0204477B6447200
    SNID : 44750541272

    I hope this helps find a more permanent solution.  The mouse pad's left & right click are not working properly,,, stick and have to double click a couple of times to get it to work properly.

    Thanks
  • About the touchpad, is there a function in the bios called touchpad? Does the problem remain when you change to advanced or basic?
    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! :) 
  • MousePad
    MousePad Member Posts: 6

    Tinkerer

    Hi Egydiocoelho,
    The isseu is much more of a mechanical than software issue.  I can feel a distinct ridge and click when I try to press on the lower left edge of the touch pad.  I believe that this is hardware and it needs replacing.

    Is replacing the touchpad something that a user can purchase from the Acer Store and install myself?  Or should it go in for repair?
  • This video will show you how to disassemble the keyboard:
    https://youtu.be/hRIrtNK74zk
    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! :)