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My Chromebook CP311-3H- K9K9 No audio or camera I tried updating chromeOS sometimes it shows error 7

RongantRongant Member Posts: 6

Tinkerer

edited November 2022 in Chromebooks

none of the apps that use the camera show the actual image or video, and for audio, regardless of volume level, headphones or internal speaker, I get no sound at all. Wi-Fi Internet is working just fine.

I’ve tried updating chromeOS, sometimes get an error 7, other times, the update goes fine but the version is the same number both before and after the update. I ever tried the power wash system reset, and no change at all.


i need to get this working for my kid to use for school at home!! Please help🙃

[Edited the thread to add issue detail]

Best Answer

  • BalatekieBalatekie ACE Posts: 1,350 Pioneer
    Answer ✓

    You can contact Acer Technical Support and request for repair quotation. They should be able to help you with that. As far my knowledge, Acer do not do any partial repairs. There would be fixed flat amount for repairing each model laptop. When you contact with your unit information, they can really help with total cost, also repair cost quotation.

    Regards,

    Balatekie

     :) If you think I've answered your question, please hit the Accept Answer:)

FAQ & Answers

  • BalatekieBalatekie ACE Posts: 1,350 Pioneer

    Hello!!

    @Rongant,

    Sad to know that you are experiencing Camera & Audio issue. As the issue persists even after Power Wash, this seems to be hardware issue. I recommend you to contact Acer Technical Support in your region and look for repair options.

    Regards,

    Balatekie

     :) If you think I've answered your question, please hit the Accept Answer:)

  • RongantRongant Member Posts: 6

    Tinkerer

    Can you possibly tell me how I might be able to get something official from Acer in regards to this? I have third-party warranty coverage for my Chromebook but the third-party warranty provider does not cover diagnostic charges which range from $100-$150 and can take weeks… My daughter needs her chrome book for school every day.I need to submit a written repair or replacement. estimate

  • BalatekieBalatekie ACE Posts: 1,350 Pioneer
    Answer ✓

    You can contact Acer Technical Support and request for repair quotation. They should be able to help you with that. As far my knowledge, Acer do not do any partial repairs. There would be fixed flat amount for repairing each model laptop. When you contact with your unit information, they can really help with total cost, also repair cost quotation.

    Regards,

    Balatekie

     :) If you think I've answered your question, please hit the Accept Answer:)

  • RongantRongant Member Posts: 6

    Tinkerer

    I don’t suppose you have a link for Acer technical support? I’ve been around and around so many circles the last couple days :(

  • BalatekieBalatekie ACE Posts: 1,350 Pioneer

    On my 1st post.. I have embedded the web link for Acer Technical Support. I am adding it again below.

     Click here - Acer Technical Support in your region 

    Regards,

    Balatekie

     :) If you think I've answered your question, please hit the Accept Answer:)

  • RongantRongant Member Posts: 6

    Tinkerer

    edited November 2022


    Hey thank you for the information, I now need to find the specific details of the warranty on my product, and when I try to do that on the Acer website it just sits there spinning and spinning but nothing ever happens, you will see in the picture I’ve also posted.

    Do you have a link that shows the warranty details on my product?

    [Edited the thread by hiding sensitive information]

  • RongantRongant Member Posts: 6

    Tinkerer

    By the way, I have tried submitting this information on my phone and on several desktop computers and the same thing happens… The progress Circle just keeps spinning

  • billseybillsey ACE Posts: 26,151 Trailblazer

    I will ask the moderators to edit your image to hide the serial number. Did you purchase the laptop from a Canadian dealer? You might try the SNID instead of the SN to see if there's any different result. We have also seen some glitches in the various global websites the last couple of weeks as they have been doing updates, so it might just fix itself after a while.

    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • RongantRongant Member Posts: 6

    Tinkerer

    Right now all I need is an official warranty details document so that I can get third-party warranty coverage on this device… Do you know to get that official ACER warranty document on this Particular chrome book?

  • billseybillsey ACE Posts: 26,151 Trailblazer

    I can only suggest you contact Acer support for that.

    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • Have you tried reinstalling the software by pressing refresh+power?

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