A515-54G-5928, Acer is refusing to replace motherboard even under warranty, what are my options?

@dglb99

In this case Acer are right but I can see where the confusion on both sides occurred. There are 2 configurations for this model, one with 4gb soldered onboard and an empty slot for another 16gb for a total of 20gb. The other configuration with no soldered on board RAM and one slot taking up to 16gb RAM for 16gb total and your model shipped with 8gb in that slot so you obviously have the latter configuration. Below is from the Tech Service Guide for your model.

Note it states below 0gb OR 4gb onboard and 16gb OR 20 gb total.

All comments

https://www.youtube.com/watch?v=OYIvq6qoaCE

Have a look at "System Information" under "Installed Physical Memory (RAM)" and see what that says, does it say 12GB or 8GB? This is very unusual when Acer checked your 4gb of soldered RAM and they reported that 'No trouble found, Updated BIOS' which means that both removable and soldered memory is working.

If the problem still is there then, go to this tutorial titled "Windows 10 Not All RAM Usable FIX" and follow the steps to fix this problem at:

Hey Steven, "System Information" shows 8gb installed, after following the video you sent there was no change. I should also mention that this is not a Windows problem, the Bios also only shows 8gb of RAM installed.

dglb99 said:

Hey Steven, "System Information" shows 8gb installed, after following the video you sent there was no change. I should also mention that this is not a Windows problem, the Bios also only shows 8gb of RAM installed.

So why are Acer saying that all is good 'No trouble found' as they even updated the BIOS'? I would phone the Acer Service Centre and talk to them and make an appointment to personally see a technician. As that should not be happening. Acer are pretty good at fixing these sorts of problems, I've had similar problems and Acer has always fixed and replaced a motherboard and even more that needed fixing, e.g. even the keyboard (without my request) in the same service booking when the laptop was on warranty.

I didn't think it is possible to see a technician in person. I do know that the service center they have been having me mail my laptop to is in Texas and I am on the west coast, so a little too far for me. I would love to be able to actually talk to the technician working on my laptop, I even left an extra note both times I sent my laptop in detailing further what the problem is and all of the troubleshooting I did to arrive there, but it seems to make no difference.

That is not good, I live in Sydney Australia and we have an Acer Service Centre in town and I've done that to one of the laptops, that is why I suggested that option. Maybe, you should contact the place where you bought your A515-54G-5928 and
let them deal with this problem, as its still under warranty.

It sounds like there is defenatley a problem with the onboard memory, its either faulty or it hasn't been soldered on properly. Its a definite warranty job that should be fixed and customer satesfaction guaranteed!

StevenGen said:

It sounds like there is defenatley a problem with the onboard memory, its either faulty or it hasn't been soldered on properly. Its a definite warranty job that should be fixed and customer satesfaction guaranteed!

100% agree. I just can't seem to get through with support. The people I talk to on the phone don't have the technical knowledge and I can tell they don't understand what I am talking about. I don't know if the techs genuinely think they are fixing the problem or if due to management they are not allowed to replace a motherboard on a laptop that still functions okay depending on how you define 'function'.

StevenGen said:

Maybe, you should contact the place where you bought your A515-54G-5928 and
let them deal with this problem, as its still under warranty.

I can try, but since it has been longer than 30 days I think I will just be sent back to the manufacturer (Acer).

Hope it all works out for you, must be a very frustrating problem for you! Good luck and if nothing happens, I would put a 16GB stick into the slot and use the laptop that way, its still better than 8GB, the 4GB onboard is pretty low capacity to make any difference for your usage.

@dglb99

In this case Acer are right but I can see where the confusion on both sides occurred. There are 2 configurations for this model, one with 4gb soldered onboard and an empty slot for another 16gb for a total of 20gb. The other configuration with no soldered on board RAM and one slot taking up to 16gb RAM for 16gb total and your model shipped with 8gb in that slot so you obviously have the latter configuration. Below is from the Tech Service Guide for your model.

Note it states below 0gb OR 4gb onboard and 16gb OR 20 gb total.

Which model number corresponds with ram configuration? If what you are telling me is true and that my model only supports 16gb of ram, did Acer not falsely advertise this product? I wouldn't have purchased it if I knew it didn't have two DIMM slots.

Your model only supports 16gb mate you have zero on board RAM. I'm sorry that it is not the answer you were looking for however it is the correct answer. As for how it was marketed, I have no idea, you will have take that up with Acer. Sorry to be the bearer of bad tidings

Well, definitely not the answer that I was looking for, but thank you for figuring out what exactly was going on. I'll try my luck with Acer but it sounds like I'll just have to eat the loss.

dglb99 said:

Well, definitely not the answer that I was looking for, but thank you for figuring out what exactly was going on. I'll try my luck with Acer but it sounds like I'll just have to eat the loss.

I'm sorry mate. On the plus side 16gb is enough to run any game and you only really need more for CAD applications. I would ditch your current RAM and go with a pair of Kingston Hyper X Predator 8gb modules @3200mhz. Your MOBO only supports 2400/2666mhz and does not support xmp technology but Kingston get round that by making a stick with Plug and Play xmp. This way you are restricted to 16gb but at least you get the 3200 mhz speed
https://www.amazon.com/HyperX-Predator-Technology-HX432C16PB3AK2-16/dp/B07GL6CLTT

@StevenGen what do you think mate

Funny that you mention CAD applications since I'm an engineering student and do a fair amount of CAD work. I'll likely just sell this thing on eBay or something and get something else. Thank you for the help though.

Puraw

andylb said:

@dglb99
In this case Acer are right but I can see where the confusion on both sides occurred. There are 2 configurations for this model, one with 4gb soldered onboard and an empty slot for another 16gb for a total of 20gb. The other configuration with no soldered on board RAM and one slot taking up to 16gb RAM for 16gb total and your model shipped with 8gb in that slot so you obviously have the latter configuration. Below is from the Tech Service Guide for your model.
Note it states below 0gb OR 4gb onboard and 16gb OR 20 gb total.

Hi Andy,
There seems to be a lot of ambiguity about the ram onboard for this model (soldered or removable) and Acer support in the Philippines does not want to clarify the issue. The shop http://villman.com/Product-Detail/acer_a515-54g-70ag where I bought my A515-54-70AG (S/N: NXHNBSP0029340F26E7600) does not reply and is 12 hours driving from where I live, also Manila is in lock down (Corona virus). I don't want to open the back of my new laptop yet as 1 screw is Acer sealed and I will lose 2 year warranty if I do.

Acer specs: Memory: 4GB of single-channel, onboard DDR4 system memory, upgradable up to 20GB but DGLB99 already found out that this is "open to interpretation"

This is what I get with the WMIC memorychip command:
BankLabel=BANK 2, (Task Mngr. reports: Slots used 1 of 2)
Capacity=4294967296
DataWidth=64
Description=Physical Memory
DeviceLocator=ChannelB-DIMM0
FormFactor=12
HotSwappable=
InstallDate=
InterleaveDataDepth=1
InterleavePosition=2
Manufacturer=SK Hynix
MemoryType=0
Model=
Name=Physical Memory
OtherIdentifyingInfo=
PartNumber=HMA851S6CJR6N-VK
PositionInRow=
PoweredOn=
Removable=
Replaceable=
SerialNumber=00000000
SKU=
Speed=2667
Status=
Tag=Physical Memory 1
TotalWidth=64
TypeDetail=128 (Synchronous)
Version=
A lot of blanks like removable=? so not clear if this Hynix module is in the slot or hardwired (soldered).

Image: https://us.v-cdn.net/6029997/uploads/editor/71/xgpboy64h8em.jpg

My SK Hynix HMA851S6CJR6N - VK Non ECC PC4-2666V 4GB DDR4 at 2666MHz 260pin SDRAM SODIMM Single Kit Laptop Memory

Task Manager reports: Slots used 1 of 2, implying there is one empty slot.......
I plan to upgrade with Kingston HyperX HX426S15IB2/16 for maximum speed but was advised in this thread against that as HyperX would probably not pair with the conventional Hynix module on board while there is no XMP support for my model? Unless Acer specs and Task Mngr are both wrong and the 4GB Hynix onboard is actually in the only (removable) slot, in that case I may replace the 4GB with the 16GB HyperX risking the XMP issue (10th gen. i7 10510U). I will have to open the back eventually and inspect the memory slot but like to wait till I order the SODIMM module and can go to Manila (may take months). Any comments welcome.