Black Screen Issue While Running Games on Acer Laptop - Warranty Request

Husssin9

Dear Acer Support Team,

I hope you are doing well. I am writing to request assistance with an issue I am facing on my recently purchased Acer laptop.

Whenever I try to run a game, it works fine when using the lowest settings. However, as soon as I increase the frame rate or graphics settings even slightly, the screen turns black, and I have to restart the laptop to recover. Additionally, when I run the game without connecting the charger, it also works fine at low settings, but once I plug in the charger, the same black screen issue occurs.

I have tried basic troubleshooting steps such as updating drivers and adjusting in-game settings, but the issue persists. Since this is a new device and still under warranty, I would like to request repair or replacement through the warranty, as I suspect there might be a manufacturing issue related to the power or graphics system.

Please provide guidance on the next steps to activate the warranty and resolve this issue. I am happy to provide the serial number or any other required details if necessary.

Thank you for your prompt assistance, and I look forward to hearing from you soon.

Best regards,

Sorry, I should have sent it to Acer, but I will share it here.

StevenGen

https://community.acer.com/en/discussion/713391/black-screen-issue-while-running-games-on-acer-laptop-warranty-request

Hello Husssin9, sorry that you are having these problems but Acer community is not Acer official tech support, we are users of Acer products that share our expertise and experience in solving each other’s problems, now and in saying all that “what is you laptops exact model number like if it’s a new gaming laptop like a Nitro it’s model ANV16-xx or similar if it’s a new Predator it’s something like PH16-xx PHN16-xx etc etc as we need to know this to give you a more precise answer!

But in general setup of a new laptop you need to make sure that you have initially setup and done all the windows updates, NVidia or AMD graphics updates (whichever dedicated graphics your laptop has) and have updated all the appropriate bios and firmware updates that are available for your laptop model from Acer or Microsoft in windows updates. Also I suggest that you follow this excellent guide here; Windows 10/11 optimization guide for gaming that a community member posted as this will help you setup your gaming laptop properly.

With the registration you need to first go to the Support page at Acer in your country and on the left side of this page you will have the Register a Product and you will get the below screen, which you need to fill in:

As all the above will sign you up to Acer and it will make an account and then register your new laptop SNID or S/N with Acer direct in your country as then your Acer product will be reregistered for the Acer 12 months warranty Good luck and hope this helps you out.

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