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    • Laptop keeps crashing during gaming (Also sometimes when browsing) nitro 5 AN515-54

    Member Posts: 17 Troubleshooter
    edited September 2021 in Nitro Gaming
    Evening. Sent my laptop for repair at Acer around May this year because it wasn't powering on. Ever since it came back I've gotten random crashes especially when playing games. I've reset windows twice and even removed the 1tb nvme ssd I had placed in the other slot so basically back to default configuration, however the issue is still there. What could be the problem? (Note: Before going for repair it had never crashed on me till that day it wouldn't power on)

    Thread was edited to add model name to the title


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    Answers

    • Member Posts: 503 Seasoned Practitioner WiFi Icon
      Hi @Dkkerry
      ch​eck if there is a pin 📌hole at the bottom of the unit. Put a small pin inside and press and hold the pin for 30sec.  If there is no pin hole then press the power button for 12sec. Remember to remove your charger when you do that.
    • Member Posts: 17 Troubleshooter
      Acer-Erick said:
      Hi @Dkkerry
      ch​eck if there is a pin 📌hole at the bottom of the unit. Put a small pin inside and press and hold the pin for 30sec.  If there is no pin hole then press the power button for 12sec. Remember to remove your charger when you do that.
      I don't have the pin hole however I've pressed the power button for 12 seconds and it did some like rebooting like 4 times before it powered up fully. Not sure though what it was supposed to do?! Will report back if the crashes are still there. 
    • Member Posts: 503 Seasoned Practitioner WiFi Icon
      Hi @Dkkerry
      Could you please tell me modern name of unit 
    • Member Posts: 17 Troubleshooter
      It's the nitro 5  AN515-54 with the 2060rtx, i9750H
    • Member Posts: 17 Troubleshooter
      Acer-Erick said:
      Hi @Dkkerry
      Could you please tell me modern name of unit 
      It's the nitro 5  AN515-54 with the 2060rtx, i9750H
    • Member Posts: 6,727 Guru
      Hi @Dkkerry,

      While using the laptop don't open multiple tabs it will slowdown the speed of the system.
    • Member Posts: 17 Troubleshooter
      Easwar said:
      Hi @Dkkerry,

      While using the laptop don't open multiple tabs it will slowdown the speed of the system.
      My issue isn't speed. It's the complete random shutdowns that I get. Before I took it out for repair it was okay. As soon as I got it back it was never the same, so I'm wondering what was done ?!?!?
    • Member Posts: 17 Troubleshooter
      So I've tried everything including the options given to me by Acer agent about hadware diagnostic , memory diagnostic and all other tests and found no fault. Still it crashe's randomly like a few minutes ago. Also tried event viewer to understand what happens when it crashe's but haven't been able to pin point it to something :(
    • Member Posts: 17 Troubleshooter
      Just booked it in for repair. Will be sending it in a few days, but my biggest worry is what if they aren't able to recreate the crashes, will they send it back to me without any repair being done or what happens in such situations?!? If anyone knows.
    • ACE Posts: 98,343 Trailblazer
      Can you record a video of the problem and post it on youtube?
      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! :) 
    • Member Posts: 17 Troubleshooter
      egydiocoelho said:
      Can you record a video of the problem and post it on youtube?
      Realized I should do that so that the problem is evident. Will do that when I get back home in like 2 days . 
    • Member Posts: 6,727 Guru
      Hi @Dkkerry,

      Try to do reset the windows and check. If it is a software problem by doing the reset it will reload the OS and fix the issue. 
    • Member Posts: 17 Troubleshooter
      Easwar said:
      Hi @Dkkerry,

      Try to do reset the windows and check. If it is a software problem by doing the reset it will reload the OS and fix the issue. 
      I've reset windows three times, still no joy 
    • ACE Posts: 98,343 Trailblazer
      When the problem occurs, does a blue screen with an error code appear?
      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! :) 
    • Member Posts: 17 Troubleshooter
      egydiocoelho said:
      When the problem occurs, does a blue screen with an error code appear?
      It doesn't show the blue screen just hangs. Video link below

    • Member Posts: 17 Troubleshooter
      Video of how the laptop hangs :(      https://youtu.be/O5Bok_W0DDc
    • ACE Posts: 98,343 Trailblazer
      Does the same problem occur when updating the drivers on the intel and nvidia websites and also when connecting an external monitor to the hdmi port?
      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! :) 
    • Member Posts: 6,727 Guru
      Hi @Dkkerry,

      Contact acer tech support,

      https://www.acer.com/ac/en/ZA/content/service-contact
    • Member Posts: 17 Troubleshooter
      egydiocoelho said:
      Does the same problem occur when updating the drivers on the intel and nvidia websites and also when connecting an external monitor to the hdmi port?
      I did everything apart from connecting to an external monitor. Don't have one.
    • Member Posts: 17 Troubleshooter
      Easwar said:
      Hi @Dkkerry,

      Contact acer tech support,

      https://www.acer.com/ac/en/ZA/content/service-contact
      Hi, contacted acer and it just arrived 2 days ago. Though being honest I would prefer a replacement unit because this one has brought issues twice, so having to pay for shipping twice all the way to US from Kenya is about expensive and cumbersome. 

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