Aspire A515-54 hung up or reboot

I just bought an Aspire A515-54 in January. I always keep the power on. But from time to time, the machine got hung up or reboot once a day or a few days. First time I find was in the morning the machine was reboot in the night. I thought it was some OS upgrade. After happening with multiple times, I felt it unusual. Recently I got some experiences of hung up. The keyboard and mouse don't response at all. And then I heard large noise of fan. It started running fast. I have to press the power button to shut down.

Another thing is, I tried to create a support ticket, but unfortunately I can't find A515-54 model. What can I do?

Thanks

Accepted answers

JackE

Yes. v1.16. You don't have the G model with the nvidia graphics. So it shouldn't affect the integrated Intel graphics. Like noted earlier, if it doesn't fix your issue, then we go from there. Jack E/NJ

All comments

JackE

Click Windows start icon. Click settings. Click System. Click power & sleep. Change all settings to NEVER. Jack E/NJ

GeorgeDev

I don't set to any sleep mode except monitor. This morning I got reboot again. Just a few hours to the hung up last night.

JackE

>>>This morning I got reboot again>>>

In the Windows icon start menu, search 'advanced'. Click view advanced system settings. Click Startup&Recovery. Uncheck automatically restart. Jack E/NJ

GeorgeDev

Thanks. I will try it tonight.

GeorgeDev

I changed the setting according your suggestion. I checked the log, before it was reboot, it has a critical issue.

The device ELAN WBF Fingerprint Sensor (location Port_#0007.Hub_#0001) is offline due to a user-mode driver crash. Windows will attempt to restart the device in the shared process 1 more times before moving the device in its own process. Please contact the device manufacturer for more information about this problem.

And then it was reboot.

The computer has rebooted from a bugcheck. The bugcheck was: 0x00000133 (0x0000000000000001, 0x0000000000001e00, 0xfffff80769b73358, 0x0000000000000000). A dump was saved in: C:\Windows\MEMORY.DMP. Report Id: e1a8310

Commodore_1995#

Try upgrading to this version and see if it solves the problem: https://global-download.acer.com/GDFiles/Driver/Fingerprint/Fingerprint_ELANTECH_3.6.11001.10002_W10x64_A.zip?acerid=637151964498397426&Step1=NOTEBOOK&Step2=ASPIRE&Step3=ASPIRE A515-54&OS=ALL&LC=pt&BC=ACER&SC=PA_3

GeorgeDev

Thanks. But for security reason, how can I trust this. I'd better get an official support patch.

JackE

egydiocoelho provided you with an official ACER download site. Jack E/NJ

GeorgeDev

Thanks. Updated.

Commodore_1995#

Post the result here.

GeorgeDev

I just got hung and reboot again. The first error is the following.

: The embedded controller (EC) did not respond within the specified timeout period. This may indicate that there is an error in the EC hardware or firmware or that the BIOS is accessing the EC incorrectly. You should check with your computer manufacturer for an upgraded BIOS. In some situations, this error may cause the computer to function incorrectly.

Could you help me open a ticket so I can send you the full log from this until the reboot. For security reason, I don't want to post my full log.

Thanks,

George

Commodore_1995#

What is the version bios?

GeorgeDev

BIOS VERSION/Date: Insyde corp. v1.12 2019-08-23
SMBIOS Version: 3.2
BIOS Mode: UEFI

JackE

Download and try installing v1.16 here https://www.acer.com/ac/en/US/content/support-product/7972?b=1

Jack E/NJ

GeorgeDev

OK. Thanks.

GeorgeDev

Before I start this, just double check is this one?

BIOS Update Nvidia N17S-G5 VBIOS to 86.07.91.00.0D

Date: 2020/01/09

Version: 1.16

Vendor: Acer

Size: 13.6 MB

And what if the update fail, what will happen and what should I do?

JackE

>>>I just bought an Aspire A515-54 in January.>>>>

You want the BIOS v1.16 update, not the VBIOS. If it fails or doesn't fix the problem, you'd then either arrange for warranty service at this link using your machine's serial number id (SNID) https://www.acer.com/ac/en/CA/content/support ----OR--- you'd return it to the vendor as defective for a refund or exchange if the vendor's RMA returns period hasn't expired yet (usually less than a month). Jack E/NJ

GeorgeDev

I got bit confuse. I clicked the bios download link and expend the Bios/firmware section. And got this. I assume I should download the latest one. Please clarify.

BTW, my machine passed the return time window from Bestbuy. I have to ask for support if it doesn't work.

this

JackE

Yes. v1.16. You don't have the G model with the nvidia graphics. So it shouldn't affect the integrated Intel graphics. Like noted earlier, if it doesn't fix your issue, then we go from there. Jack E/NJ