Aspire AV15-51 Black screen after Windows 11 boot up and log on

Komfi
Komfi Member Posts: 7

Tinkerer

edited July 2023 in Aspire Laptops

I have just purchased a new Aspire AV15-51 that cosmes with Windows 11.
I booted it up and got the windows 11 installed using the inbuilt wizard.
When I restart the machine the next day, it boots up to login screen, and when logged it all I get is a balck screen.
It isnt the BSOD, as I can see my cursor moving and nothing else.
I ran the task manager, and I can see the Acer car app running.
I tried to start a new task using the task manager and managed to open Notepad but not explorer.
Does this new laptop (which is only 3 days old) already have a fault????
Please help urgently as it is needed for some presentation.

[Edited the thread to add model name to the title]

Answers

  • Alejandro_AC
    Alejandro_AC ACE Posts: 13,314 Trailblazer

    Hi @Komfi what do you mean by installing Windows 11, it didn't come pre-installed on the computer?
    What exactly do I install?

    Thank you.
    All the best.

    • Haga clic en "Me gusta" si mi respuesta fue útil o márquela como solución si se resolvió, ¡gracias!
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  • Komfi
    Komfi Member Posts: 7

    Tinkerer

    edited July 2023

    Hi,
    It came pre-installed and I just had to finish the set up as you would do in a new laptop.
    The laptop was bought new from Acer website 2 days ago.
    I am able to log into windows O/S using my microsoft account, but then i only get a black screen but I can see the mouse cursor moving about when i move it.

    I have tried logging into another machine with my microsoft account, and there is no issues with that.

  • Try reinstalling windows by pressing alt+f10 before the acer logo.

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  • Alejandro_AC
    Alejandro_AC ACE Posts: 13,314 Trailblazer

    Access in safe mode, third option and check if the screen has visibility:

    Thank you.
    All the best.

    • Haga clic en "Me gusta" si mi respuesta fue útil o márquela como solución si se resolvió, ¡gracias!
    • Colaborador pro bono, no trabajo ni hablo en nombre de Acer
    • Please click "Like" if my answer was helpful or mark it as solution if it was solved, thanks!
    • Pro bono contributor, I do not work or speak on behalf of Acer
    • MVP de MSFT (2003-21) & Windows Insider & (alezmvp)
  • StevenGen
    StevenGen ACE Posts: 12,027 Trailblazer

    This should not be happening to a brand-new laptop, the only thing I can think of is for you to do a battery reset (see caption below) by inserting a paper clip into that battery reset pin hole and press that for 10 sec to reset the battery and laptop, or if that doesn't work, then do a Hard Reset that is if you want to open a brand new laptop up? As I would send this laptop back to Acer and get them to fix it!

    Note: a Hard Reset entails taking the back base cover off and removing the eleven (11) screws securing the lower case to the upper case then disconnecting and removing the main battery and taking it out, then disconnect the RTC/BIOS battery and short the + & - mainboard plug with a paper clip to reset the CMOS and take the ram out, then leave the laptop like that for 15min and then reconnect everything, as that should reset the Super IO, bios and chipset chips which should reboot your laptop and you should get an image.

    Battery reset.

    RTC/BIOS battery

  • Komfi
    Komfi Member Posts: 7

    Tinkerer

    I am able to boot up in safe mode perfectly.

  • Komfi
    Komfi Member Posts: 7

    Tinkerer

    edited July 2023

    I dont think I am confident in opening the laptop to play with the bios battery, especially as it is a new laptop

  • Komfi
    Komfi Member Posts: 7

    Tinkerer

    I rebooted in safe mode ok, and then restarted back in normal mode.
    That appeared to have resolved whatever the issue was, as it has now booted ok.

    By the way, when booting up in safe mode, it tried doing some updates, but these failed and it rolled back.
    Could it have been the updates that caused issues?

  • Perhaps! I advise trying to reinstall windows by pressing alt+f10 as well.

    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em sim! If you liked my answer, mark it as a solution by clicking on yes!
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  • Alejandro_AC
    Alejandro_AC ACE Posts: 13,314 Trailblazer
    edited July 2023
    • Haga clic en "Me gusta" si mi respuesta fue útil o márquela como solución si se resolvió, ¡gracias!
    • Colaborador pro bono, no trabajo ni hablo en nombre de Acer
    • Please click "Like" if my answer was helpful or mark it as solution if it was solved, thanks!
    • Pro bono contributor, I do not work or speak on behalf of Acer
    • MVP de MSFT (2003-21) & Windows Insider & (alezmvp)
  • Alejandro_AC
    Alejandro_AC ACE Posts: 13,314 Trailblazer

    I'm glad, thanks for commenting, yes, an update or driver may be causing the problem.

    Thank you.
    All the best.

    • Haga clic en "Me gusta" si mi respuesta fue útil o márquela como solución si se resolvió, ¡gracias!
    • Colaborador pro bono, no trabajo ni hablo en nombre de Acer
    • Please click "Like" if my answer was helpful or mark it as solution if it was solved, thanks!
    • Pro bono contributor, I do not work or speak on behalf of Acer
    • MVP de MSFT (2003-21) & Windows Insider & (alezmvp)
  • Is the problem still occurring or not?

    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em sim! If you liked my answer, mark it as a solution by clicking on yes!
    Aceite somente a resposta que ajudou a solucionar o seu problema! Please accept only the response that helped to solve your problem!
    Detection tool click here to find the serial number or partnumber of your model!                                                          
                                                      
                                                     egydiocoelho Trailblazer
     
    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
    Para usuários da comunidade inglesa, espanhola, francesa e alemã, usarei o google tradutor! :)
    For users of the English, Spanish, French and German community, I will be using google translator! :) 
  • Komfi
    Komfi Member Posts: 7

    Tinkerer

    Thank you,

    This is now resolved

  • Thanks for commenting, if you want, you can indicate the solution, this will help other users in the community with the same problem.

    Thank you.
    All the best.

    • Haga clic en "Me gusta" si mi respuesta fue útil o márquela como solución si se resolvió, ¡gracias!
    • Colaborador pro bono, no trabajo ni hablo en nombre de Acer
    • Please click "Like" if my answer was helpful or mark it as solution if it was solved, thanks!
    • Pro bono contributor, I do not work or speak on behalf of Acer
    • MVP de MSFT (2003-21) & Windows Insider & (alezmvp)
  • Komfi
    Komfi Member Posts: 7

    Tinkerer

    The solution was to run a full windows update, and this re-instated the previously failed update which was causing the issues.

  • Thank you.

    All the best.

    • Haga clic en "Me gusta" si mi respuesta fue útil o márquela como solución si se resolvió, ¡gracias!
    • Colaborador pro bono, no trabajo ni hablo en nombre de Acer
    • Please click "Like" if my answer was helpful or mark it as solution if it was solved, thanks!
    • Pro bono contributor, I do not work or speak on behalf of Acer
    • MVP de MSFT (2003-21) & Windows Insider & (alezmvp)