Acer Nitro 5 AN515-55 bluescreen, then gpu disconnects

Bicik89
Bicik89 Member Posts: 3 New User

Hi, yesterday i started getting bluescreens during gaming (VIDEO_DXGKRNL_FATAL_ERROR). After restarting laptop, it didn't see dedicated gpu (gtx 1650 ti). I found in internet that resetting battery could help and it did (gpu was recognized), but when bluescreen came again the same thing happens. I tried reinstalling drivers, checking for corrupt system files but nothing helped. I don't know if this info is any help, but the fan works normally. Also when gpu is correctly working, NitroSense shows it usage at 0% all the time (temp is showing properly). What could be the cause of it and what could be the solution?

Answers

  • Puraw
    Puraw ACE, Member Posts: 14,754 Trailblazer

    Uninstall all your display drivers with DDU in Safe Mode, then reboot.

    See Sundays post by Pancake8778

    3060 mobile GPU can fully freeze for seconds at a time with NItro 5 AN515-45

  • Bicik89
    Bicik89 Member Posts: 3 New User

    I used DDU to uninstall, but during reboot i got bluescreen (DRIVER_POWER_STATE_FAILURE).
    I checked device manager and 1650 ti is not showing up even as hidden device or in other devices.
    I can't install drivers myself because installer doesn't find suitable gpu.
    I was following guide to DDU provided by you in Pancake8778's post.

  • Puraw
    Puraw ACE, Member Posts: 14,754 Trailblazer

    Hi @Bicik89

    Sorry to hear that😐️

    Try to start in Safe Mode either with your Recovery drive or after the Acer logo press Alt+F10, this will get you the WindowsRE blue screen. Select Troubleshoot, Restart, F4-4 or if you want to download drivers F5-5 (with Networking). Once in Safe Mode click on Display devices in Device Manager, expand te one with a yellow problem exclamation mark and click on Update Driver, Browse my computer for drivers and select an older/different driver, same with for Intel GPU if that has the yellow mark as well.

    I may be able to help if you put my screen name at the top like @Puraw or click on Quote, otherwise won't see the questions.

  • Bicik89
    Bicik89 Member Posts: 3 New User
    edited May 2023

    @Puraw thanks for trying to help.
    In SafeMode dedicated gpu is listed as hidden with code 45 and i can't update its drivers.

    I searched around the internet and found on other website( i could link it, but don't know if it is allowed here) that "Intel(R) PCIe Controller (x16)" might be the issue and in normal mode it is hidden in device manager. In safe mode it is visible and has yellow mark.
    Today, one time laptop launched with gpu working and PCIe Controller was also working then. But it crashed few minutes later.

  • Puraw
    Puraw ACE, Member Posts: 14,754 Trailblazer

    It is possible that DDU did not uninstall all GPU drivers in Safe Mode; I sometimes had to run DDU 2-3 times as it kept finding old orphan drivers, remnants from aborted/failed driver installations, I believe there is an option in DDU to search for old drivers, and you can try that.

    If nothing helps I recommend that you bring/send your laptop to Acer Services in your country to completely reinstall OEM Windows and drivers (factory settings). They normally charge a service fee of $25 if out of warranty.

  • Bicik_89
    Bicik_89 Member Posts: 1 New User
    edited May 2023

    @Puraw
    I had some important things to do for college, so i was planning to work with no dedicated gpu this week and take it to the service later, but when i picked up my laptop i heard sth move inside it. Later i noticed that not only gpu stops working but also ethernet and few other things. My brother who works at service checked the inside (warranty already ran out) and found one loose screw, which probably was messing things up on motherboard. After getting rid of it, everything works well and all my problems are gone.
    I am wildly amazed how this situation didn't cause any real damage to the laptop, but i'm not gonna be mad about it.
    Thanks for all the help Puraw, but solution was that stupid screw.
    (also for some reason i can't log in to my main account, because i don't get mails with code, that's why i use alternative account)