Design flaw - Aspire A515-58M Extend the warranty cover of laptop battery until a fix is found.

Douglastan
Douglastan Member Posts: 4 New User
edited February 21 in Aspire Laptops

I found a design flaw on Aspire 5 15 which is confirmed by Technician @ Acer Service Centre.

  1. Shutdown Aspire 5
  2. Plug any external USB device (such as portable hard drive) into the USB port on the left side (where the power is located) of the laptop. Either USB Type A or USB Type C. It doesn't matter because both USB ports exhibited the same issue.
  3. The USB device is power up. According to Service Centre Technician (and Call Center Support), this is USB power-off charging feature which can be deactivated via AcerSense.
  4. Power on Aspire 5 and this time, start AcerSense and navigate to “Personal Settings”, click the toggle to change the setting for Power-off USB Charging to Off.
  5. Shutdown Aspire 5 and repeat step 2. The USB external device (on USB Type A) still power up even Power-off USB charging has been set to Off in AcerSense. You can even power off and unplug your AC power source but the USB external device remains powered on.

Conclusion:

  1. You have to unplug all external USB device when you shutdown your Aspire 5 otherwise it will deplete your laptop battery. If your AC power source is plugged and switched on, it simply charges your laptop battery and the laptop battery will power your USB devices. Check your battery level on the next day and you can confirm it is < 100%. Your USB devices remain warm.
  2. Techinican confirmed that battery has 1 year warranty but if it due to excessive usage, it is not covered by warranty.
  3. The only possible fix is either via a new firmware release or version upgrade of AcerSense which nobody knows when or can confirm the release will address this issue.

Request:

  1. Acer to release a firmware fix or,
  2. Upgrade AcerSense with feature to disable Power-Off USB charging for both Type A and Type C USB or,
  3. Extend the warranty cover of laptop battery until a fix is found.

[Edited the thread to add issue detail]

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

Answers

  • Puraw
    Puraw ACE, Member Posts: 12,880 Trailblazer

    Power-off USB port charging is controlled in Acer Quick Access, turn that option off (see picture):

  • Douglastan
    Douglastan Member Posts: 4 New User

    Where can I download Acer Quick Access??

  • @Douglastan

    Kindly follow the steps given below

    click on the operating system drag down menu

    change the operating system to windows 10

    go to application

    check whether you can find quick access

    Download and install the application.

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  • Douglastan
    Douglastan Member Posts: 4 New User
    1. There is no option to select Windows 10 OS.
    2. Please note that the suggested "Power-off USB Charging" option in Acer Quick Access is also available in AcerSense which Acer's Technical Support has already asked me to try. It does not work at all. So Tech Support advised me to bring my laptop down to Acer Service Centre which the Service Centre Technician has confirmed "Power-off USB Charging" option is unable to deactivate the USB charging. Technician said he will escalate the issue but there is no guarantee that it will be fixed. He advised me to unplug all external USB devices whenever I shutdown and power off my laptop. I mentioned that in office, we usually do not unplug all external connected devices when we leave. It will have impact on the laptop battery. Technician further confirmed that if the battery depletion is due to usage, it will not be covered by warranty.
    3. Please see screenshots attached..

  • Douglastan
    Douglastan Member Posts: 4 New User

    I don't know either. Both Acer Sense and Acer Care Center were installed on my laptop by default but not Acer Quick Access though.

    So there is still no fix for this issue of battery depletion? Will Acer release a fix and in the meantime, extend the battery warranty due to over usage?