Acer Swift 3 black screens and unresponsive keyboard

This comment is just to put it out there that I made a more or less the same post but it didn't display it for me for some reason so I typed it again

There are a few things that can cause a sleep mode to hang though they are usually traced to a bad app that doesn't want to let go. Are you using sleep or hibernate? What happens while in Windows you try a normal shutdown?

billsey said:

There are a few things that can cause a sleep mode to hang though they are usually traced to a bad app that doesn't want to let go. Are you using sleep or hibernate? What happens while in Windows you try a normal shutdown?

In either case of letting my laptop hibernate when idle for a period of time or if I press F1, the screen goes black and the keyboard stops working. When I perform a normal shutdown the keyboard also stops working and and black screen. One time that happened it had gone for 5 minutes without shutting down when it usually takes less than a minute to shut down however, I went out somewhere for maybe an hour and when I came back my laptop had finally shut off. So at the least my laptop experiences theses issues and then takes longer than usual to shut off. If it helps my laptop name is: Swift SF315-52G

Did this problem occur after upgrading windows to version 2004? Also, is your keyboard language Bulgarian or French?

Image: https://us.v-cdn.net/6029997/uploads/editor/2w/djp3coaynt2a.png

egydiocoelho said:

Did this problem occur after upgrading windows to version 2004? Also, is your keyboard language Bulgarian or French?

Language is English and these issues were occurring before and after I installed the 2004 version update.

Next time it happens, when you get back up, take a look at Event Viewer to see if you can see any errors that happen during shutdown. You can usually figure out where they would be because it is right before things start to come back up.

billsey said:

Next time it happens, when you get back up, take a look at Event Viewer to see if you can see any errors that happen during shutdown. You can usually figure out where they would be because it is right before things start to come back up.

I still need to do that however I've made a recent observation that I think might be helpful. Recently after starting up my computer, I don't know if this has anything to do with it, but I open up a game launcher and then my keyboard froze and I could tell because the lights in my keyboard stayed on instead of turning off when my keyboard is idle. So I was able to click shut down in my menu, got the usual blue screen with the dotted ring and the word shutting down. My screen went black like a normal shut down and I heard the signature click indicating that the shutdown has been completed and after that all sounds from my laptop should stop and the small blue status light for the display should go out. But, it did not go out and I could still hear a low humming from inside the laptop anytime that it was still on and the small fan inside of it is also still running( more concerning is that the spot where my laptop gets hot after a while of use will continue to heat up) once again as far as I know there's only been one time where this has happened when my computer did eventually shut down but that was when I had left my laptop for a while and was not there to actually see it eventually shut down.

billsey said:

Next time it happens, when you get back up, take a look at Event Viewer to see if you can see any errors that happen during shutdown. You can usually figure out where they would be because it is right before things start to come back up.

Also I have now looked at the event viewer however I am somewhat unsure what to look for. I have come to the conclusion that every log that says a previous shutdown was unexpected is talking about each time I've performed A Hard battery reset

Have you checked if the processor and gpu are overheating?

I don't know, all I do know is that when it's stuck during a shut down it will continue to get hotter and hotter, a spot towards the right side of my laptop where it usually gets hot after using my computer for a while

Is your notebook still under warranty?

egydiocoelho said:

Is your notebook still under warranty?

I don't know what you mean by notebook but if you actually mean my laptop, then I just learned that my warranty ended on Feb 14, 2020

Regardless, I want to figure out if I'm dealing with a software problem or a hardware problem. I believe my last resort to figure out if it is Hardware or software is to basically reset my computer to its original default state, reinstall the previous software I was using to see if the problems continue to persist or not, isn't it?

There are some intermediate steps you can do before that. Try booting in safe mode to see if the trouble still exists. Then try running sysconfig and disable all services except the Microsoft ones and do the same tests. Those will both potentially help if it's software and likely not if it's hardware.

Yes! Check if the same problem occurs, when you press alt + f10 before the Acer logo, to reinstall windows.

How could I know if there's a possibility that these issues are being caused by a virus or malware?

Additionally, it looks like my issue is strikingly similar to this:
https://community.acer.com/en/discussion/550741/acer-swift-3-not-booting
the only difference is the laptop boots up unsuccessfully now my keyboard will light up but then stay that way as if it's stuck.

Easiest way to check if it's caused by malware is to download and run the free version of Malwarebytes Antimalware. Let it scan and remove anything it finds (it will typically find a bunch of stuff that's not really bad, bad, just watching what you do and sending to someone who then sends you ads). If it find truly bad stuff it will clean it for you. Once it's done run it a second time to make sure that there wasn't something hiding something else. When it comes through as clean just uninstall it so it doesn't sit in the background slowing you down.

Unfortunately that user never gave us any indication that the things we had them try worked. I still think it's likely that there's a background app that's screwing up the shutdown/sleep/hibernate process...

So, when you looked at Event Viewer it sounds like you could find where the system started up, that's where it complained about a bad shutdown. What was just earlier than that?

Events preceding them either did not look suspicious or I could not understand what they meant however nothing before the unexpected shutdown events were labeled as errors or at least most of them I'm not sure if I can go back because numerous attempts to boot my laptop up recently have failed