Acer Nitro 5 AN515-55 Turn off immediately when unplugged.

Hi,
I just got 2 weeks ago an Acer Nitro 5 AN515-55 bought from the official Acer Store.
Today, when I unplugged it from power, just like I usually do, it immediately turned itself off and didn't turn on again, the power button was doing nothing, power was totally missing.
So I just reset the battery by pressing for 15 seconds the power button then letting the laptop unplug for some time, the power button still didn't work only on battery, but as soon it was plugged to the AC adapter it worked.
I did some more troubleshooting, like disabling fast boot, unistalling windows battery drivers or just disabling them and doing the battery reset etc.
Windows just see the battery normally with power at 100%, HWInfo64 and HWMonitor too.
I tried contacting support, they told me to try to update my BIOS, so I did it but nothing changed, the issue is still there, but now I have slightly more updated bios.
They also told me to give a look to the self service repair service, but I need to pay shipping and probably also the return one to get it back.

What can I do to fix this issue? Thanks in advance for who helps me.

Accepted answers

GABRYCA

Hi everyone!
Today I went personally to Acer, and they fixed my issue very fast (about 30 minutes), they had a new battery just in stock there.
The battery got replaced, and the laptop then worked just fine, it was the issue.
Still, I don't know how this happened and why, and I hope it won't happen again.
Acer's staff's nice, anyway a little note, the warranty did cover the battery costs, but it didn't (not sure if because it got replaced "on the place" instead of later and then sent to my address) cover the "technician" work cost, I mean that there're some prices listed there, but didn't know that the warranty got this little exception, anyway because I do really need my device, it's worth it (still talking about 20€, for me it's acceptable).
I'm still satisfied with the support, didn't expect it to be so fast.
Thanks.

All comments

JackE

Shut the machine off again. Remove charger. Insert paperclip again into the reset pinhole for 60 seconds while also pressing and holding the power button. Then plug the charger back in. Wait till the battery charge LED turns from steady orange to steady blue. Then turn the machine on. After booting and everything settles on the desktop, pull the plug again. Jack E/NJ

GABRYCA

JackE said:

Shut the machine off again. Remove charger. Insert paperclip again into the reset pinhole for 60 seconds while also pressing and holding the power button. Then plug the charger back in. Wait till the battery charge LED turns from steady orange to steady blue. Then turn the machine on. After booting and everything settles on the desktop, pull the plug again. Jack E/NJ

Thanks for your help.
On the Acer Nitro 5 AN515-55 there isn't a battery reset hole, I can't see it, but I can only press the power button, which looks like resets the battery and when I plug it back in it turns orange for a second then immediately blue and turns on.
If I unplug the laptop or try to turn it ON while unplugged, it won't work.

JackE

Make sure the charger's plug is fully inserted so that it resembles the image below. Partial insertion may only power the mainboard but not charge the battery.

GABRYCA

JackE said:

Make sure the charger's plug is fully inserted so that it resembles the image below. Partial insertion may only power the mainboard but not charge the battery.

Hi,
Thanks for the help, anyway I can confirm it's plugged correctly, also the battery doesn't look discharged or unrecognisable by Windows.

JackE

OK. Try this. Go to the elevated command prompt. Enter 'powercfg /batteryreport'. Then return to the desktop. Open file explorer. Then search for' battery-report.html' in the c:\windows\system32\ sub-folder. Double-click to open it in the browser. Post screenshot of the first part of the report if possible that compares design full charge capacity with its remaining full charge capacity. Jack E/NJ

GABRYCA

JackE said:

OK. Try this. Go to the elevated command prompt. Enter 'powercfg /batteryreport'. Then return to the desktop. Open file explorer. Then search for' battery-report.html' in the c:\windows\system32\ sub-folder. Double-click to open it in the browser. Post screenshot of the first part of the report if possible that compares design full charge capacity with its remaining full charge capacity. Jack E/NJ

Thanks for the help, sorry for me being late

.
I'm posting the whole log screenshot just because there's something weird about the logs and to not miss anything.

Image: https://us.v-cdn.net/6029997/uploads/editor/9z/2zcb5y8dv0f6.png

Image: https://us.v-cdn.net/6029997/uploads/editor/tl/9otql23owupe.png

Image: https://us.v-cdn.net/6029997/uploads/editor/1m/gs3v9mbeb91i.png

Image: https://us.v-cdn.net/6029997/uploads/editor/s2/6rm5bbbj2h5d.png

Image: https://us.v-cdn.net/6029997/uploads/editor/7q/h2auj8jhqpqf.png

Image: https://us.v-cdn.net/6029997/uploads/editor/dj/wfnm9ajuz95n.png

JackE

Internal battery charge/voltage regulator seems defective. Capacity is being incorrectly reported unplugged. Try this. Shut the laptop down normally. Then turn it back on and immediately press and hold the ALT key while tapping the F10 key. A recovery screen should appear to allow you to do a full erase everything factory reset or a system refresh while trying to save personal files. I suggest a full reset ASAP as it is arguably the best way to rule in or rule out a hardware issue. If the reset fails to resolve the issue, then contact the store, not technical support, to report a defective device and see if they can replace the machine or send you a new battery or refund your money before their return merchandise authorization (RMA) period expires. Usually only a few weeks. Acer warranty service will take longer and cost you shipping.

GABRYCA

JackE said:

Internal battery charge/voltage regulator seems defective. Capacity is being incorrectly reported unplugged. Try this. Shut the laptop down normally. Then turn it back on and immediately press and hold the ALT key while tapping the F10 key. A recovery screen should appear to allow you to do a full erase everything factory reset or a system refresh while trying to save personal files. I suggest a full reset ASAP as it is arguably the best way to rule in or rule out a hardware issue. If the reset fails to resolve the issue, then contact the store, not technical support, to report a defective device and see if they can replace the machine or send you a new battery or refund your money before their return merchandise authorization (RMA) period expires. Usually only a few weeks. Acer warranty service will take longer and cost you shipping.

Thanks.
I will update you on this tomorrow probably, anyway I bought this on the Acer Europe Story, just for info.
The Legal Warranty won't expire until 2 years from shipping date, and it covers shipping costs too, I don't really know how to contact correctly the acer store as the support options doesn't include "products help" or something like that.
Hate that the return time (14 days) ran out like 3 days ago.

JackE

>>>They also told me to give a look to the self service repair service, but I need to pay shipping and probably also the return one to get it back.>>>

>>>The Legal Warranty won't expire until 2 years from shipping date, and it covers shipping costs too,>>>

These are conflicting statements if whoever you contacted knew the machine is brand new and under warranty, self service or not self service. If you believe the warranty covers shipping then you should arrange for warranty repair service now without delay. However, I have no way of confirming if your 2 year warranty also covers shipping because in many regions the standard warranty is only 1 year and does NOT cover shipping.

GABRYCA

JackE said:

>>>They also told me to give a look to the self service repair service, but I need to pay shipping and probably also the return one to get it back.>>>

>>>The Legal Warranty won't expire until 2 years from shipping date, and it covers shipping costs too,>>>

These are conflicting statements if whoever you contacted knew the machine is brand new and under warranty, self service or not self service. If you believe the warranty covers shipping then you should arrange for warranty repair service now without delay. However, I have no way of confirming if your 2 year warranty also covers shipping because in many regions the standard warranty is only 1 year and does NOT cover shipping.

Yeah sorry about that.

I've been reading a bit more after starting this topic how the EU legal warranty works, and essentially is says that when a defect is found on a product, it can be reported within 2 months from the time that you find it, then everything else must be free for the "client" and paid by the seller, so shipping included must be refunded, if the client have to pay it then it's a big penalty for it and against this warranty as not really "free".
There's no way to sell something in the EU without giving legal warranty, except selling something illegally.

I'm sorry for making this kind of misleading information, I didn't even know fully my rights until now.

Anyway, it clearly says that the seller provides the warranty or cover costs, not some king of 3rd party affiliated service, so I should always contact the seller but still do not know how, on the seller official acer store support page there isn't an option for something like "warranty/issues with product".

JackE

>>>on the seller official acer store support page there isn't an option for something like "warranty/issues with product">>>

Go to this link. Select your country. Then click the support link and arrange to have it repaired under the terms of the EU warranty laws.

http://www.acer.com/worldwide/

GABRYCA

JackE said:

>>>on the seller official acer store support page there isn't an option for something like "warranty/issues with product">>>

Go to this link. Select your country. Then click the support link and arrange to have it repaired under the terms of the EU warranty laws.

http://www.acer.com/worldwide/

Thanks, will do.
Sorry if I've been annoying.

GABRYCA

JackE said:

Internal battery charge/voltage regulator seems defective. Capacity is being incorrectly reported unplugged. Try this. Shut the laptop down normally. Then turn it back on and immediately press and hold the ALT key while tapping the F10 key. A recovery screen should appear to allow you to do a full erase everything factory reset or a system refresh while trying to save personal files. I suggest a full reset ASAP as it is arguably the best way to rule in or rule out a hardware issue. If the reset fails to resolve the issue, then contact the store, not technical support, to report a defective device and see if they can replace the machine or send you a new battery or refund your money before their return merchandise authorization (RMA) period expires. Usually only a few weeks. Acer warranty service will take longer and cost you shipping.

Ok, I did this and something changed.
I did a total factory reset and also deleted all my data and reinstalled windows from the cloud.
The battery indicator sometimes turns on then other doesn't, when it is on doesn't work anyway, and the issue is still the same, for indicator I mean the battery blue led, which's sometimes orange.

JackE

>>>I did a total factory reset and also deleted all my data and reinstalled windows from the cloud.>>>

What do you mean by reinstalling Windows from the cloud? Do you mean you already let Windows update the ALT+F10 factory reset?

GABRYCA

JackE said:

>>>I did a total factory reset and also deleted all my data and reinstalled windows from the cloud.>>>

What do you mean by reinstalling Windows from the cloud? Do you mean you already let Windows update the ALT+F10 factory reset?

ALT+F10 did immediately boot to Windows, I tried to disable fastboot from both BIOS and Windows but still, ALT+F10 shortcut for Windows recovery didn't trigger, so I proceeded from the Windows integrated one, which should be the same, choosing the second option that erases all my data and also the "Download Windows from the cloud" so I could reinstall a new fresh Window install without using one of my old USBs with Windows.

JackE

>>>so I proceeded from the Windows integrated one, which should be the same>>>

No. It's not the same as the factory version. Try this. Shut the machine down normally. Then turn it back on and immediately tap the F2 key to enter the BIOS menu. In the BIOS Main tab the F12 and D2D boot options must be enabled. F10 to save settings and exit. Then shut the machine down again. Then press and hold the ALT+F10 keys. While still holding the keys, turn the machine on. It should now boot from the hidden recovery partition with the original factory Windows version. Jack E/NJ

GABRYCA

JackE said:

>>>so I proceeded from the Windows integrated one, which should be the same>>>

No. It's not the same as the factory version. Try this. Shut the machine down normally. Then turn it back on and immediately tap the F2 key to enter the BIOS menu. In the BIOS Main tab the F12 and D2D boot options must be enabled. F10 to save settings and exit. Then shut the machine down again. Then press and hold the ALT+F10 keys. While still holding the keys, turn the machine on. It should now boot from the hidden recovery partition with the original factory Windows version. Jack E/NJ

Thank you for the help again.
I forgot to tell that this version of the Acer Nitro 5 is the one without a preinstalled Windows, it wasn't included. Will this work anyway? I don't see how it can but maybe it will, now I see what we want to do, a clean reset with the Disk 2 Disk settings.

JackE

OK. Then, as mentioned earlier, I still suspect the battery pack's internal regulator is defective. Arrange for warranty repair. Jack E/NJ

GABRYCA

JackE said:

OK. Then, as mentioned earlier, I still suspect the battery pack's internal regulator is defective. Arrange for warranty repair. Jack E/NJ