Hello Community,
I am writing to seek help with a serious issue following a warranty repair on my laptop.
My Model: Acer Nitro AN16-41 (Ryzen 7 7840HS / RTX 4070)Current BIOS: InsydeH20 V1.25
Background:My laptop recently had its motherboard replaced by an authorized service center under warranty. The replacement motherboard was sourced from the US.
The Problem (Root Cause):After receiving the laptop, I discovered that the "Product Name" information in the BIOS is incorrect. Instead of showing the correct name "Nitro AN16-41", it only shows "AN16-41".
(I have attached a photo of the BIOS 'Information' screen showing this discrepancy).
Symptoms (The Resulting Issues):This incorrect SMBIOS/DMI product name is causing the operating system and Acer's official software to fail to recognize the laptop correctly. This leads to several major problems:
- NitroSense Key Not Working: The dedicated "N" key for NitroSense does not function at all.
- NitroSense Software Fails: The NitroSense software (and third-party Linux ports for it) will not launch, stating the hardware is not a supported Nitro model.
- Missing Windows Updates: I am no longer receiving any Acer-specific drivers or firmware (like BIOS updates) through Windows Update.
- Incompatibility with Acer Tools: Any official Acer software (like driver updaters or the BIOS flash utility) will likely fail because it cannot match the model name "AN16-41" with the software intended for "Nitro AN16-41".
My Question:I believe the service center failed to properly provision the new motherboard with the correct SMBIOS/DMI information after the installation.
How can this be corrected?
Does the service center need to use a specific Acer DMI tool or Insyde utility to flash the correct "Nitro AN16-41" name (and possibly the correct Serial Number) back onto the motherboard's firmware?
This was a warranty repair, and the laptop is currently not fully functional without these key features. Any official guidance on how to instruct the service center to fix this would be greatly appreciated.
Thank you.
