Spin 513 chromebook ( CP513-2H-K486) crashing when on Twitter

Hi i bought a Spin 513 128gb 8gb chromebook ( CP513-2H-K486) about 2 weeks ago , at first it was crashing a lot, more so when using the twitter app/webpage in tablet mode , so i done a powerwash, which stopped all the crashes apart from when im using Twitter. It only crashes 3 or 4 times a day when using twitter in tablet mode now, very occasionally in desktop mode . I done another powerwash just to see if it improved further , it didn't . is there any fix i could do . I love this laptop apart from this one glitch . it has a 30 day return policy i was thinking of returning it and get the same model again see if it fares any better . does anyone have any idea whats going on , experienced similar or have any fixes or suggestions . I emailed acer 'ask a question' and they said do a powerwash if that doesnt work do a recovery , but i think thats their default answer to everything

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

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William_mk2

@ar5ebiscuits

Try to do a chrome reset on your chromebook

open chrome

click on three dots on top right corner

click on settings

Scroll down - go to advanced

click on restore setting to default

you will see reset settings - cancel

click on reset settings

Close the chrome and open it It should work fine..

If it is still not working..

We need to do a power wash on your chrome book.

Restart the chromebook.

On the login screen please don’t type the password.

Hold the Ctrl key + shift key + alt key on keyboard and then press the letter r once

It will show “Reset this pc”

Click on power wash and continue..

Please understand it will clear the local and user settings..

Please complete the final setup..

Connnect to wifi and type the wifi password

Login to chromebook with your regular password

It should work fine ..

If it is still not working..

Kindly follow the details from the link given below. It will show you how to perform a hard reset.

https://community.acer.com/en/kb/articles/496-reinstall-powerwash-the-chrome-os

Once the hard reset is completed try to check whether it is working fine by connecting to wireless.

ar5ebiscuits

Hi thanks for your reply

im not sure i want to reset my chrome settings will i not lose all my bookmarks and passwords , it also crashes from the twitter app so its not just chrome

ive done the powerwash via the settings menu already is that not the same thing as doing it from login menu ?

billsey

By crashing what specifically happen? Just power off without any warning? Freezing the cursor, then a reboot? Chrome windows closes and you have to reopen? There are lots of different things that might be happening so it's best to try and pin it down more. Powerwash from the UI or from the boot should be the same.

ar5ebiscuits

https://community.acer.com/en/discussion/comment/1161657#Comment_1161657

Hi without any warning the screen goes black and it reboots

billsey

OK, black screen and a reboot is likely not crashing due to CPU temperature. That would be more likely to give you the black screen with the system powered off and not a restart. Lets give the Google Diagnostics app a try:

Select About ChromeOS; Diagnostics.

See what it says...

ar5ebiscuits

https://community.acer.com/en/discussion/comment/1161664#Comment_1161664

Screenshot 2022-11-21 19.27.23.png

Screenshot 2022-11-21 19.27.00.png

Hi I assume you mean the diagnostics tool within settings , here is the results , everything seems to have passed

billsey

Go ahead and either start a ticket with Acer support or swap the unit out with your vendor. It shouldn't be crashing at all, much less a few times each day. Since the diagnostics didn't find any issues and you've tried the powerwash, it's most likely some hardware glitch.

ar5ebiscuits

https://community.acer.com/en/discussion/comment/1162216#Comment_1162216

Hi yes i returned it the vendor yesterday for a replacement, so far so good , thanks for your help

billsey

Very good. Let us know if you run into anything with the new one, but I expect it will be just fine. :)

ar5ebiscuits

https://community.acer.com/en/discussion/comment/1163363#Comment_1163363

Hi again, my replacement worked for a week , then the same fault as my previous one gradually returned , common crashes and rebooting when using Twitter and occasional random crashes and rebooting when doing other stuff.

rowntreerob

same model cp513-2h purchased 3 months ago

enabled **dev mode** but dont know if that relevant to issue

I get random reboots ( same symptom as the OP ) almost 2x per day

purchased direct from amazon and unsure about replacement / warrantee claims

As long as it does not reboot frequently during simple browser Operation, im ok with what appears to be a widespread defect!

Not sure but it appears to happen more frequent when streaming ( spotify / pandora ) over bluetooth earbuds???

ar5ebiscuits

https://community.acer.com/en/discussion/comment/1165206#Comment_1165206

Have you seen anyone else reporting it crashing ? I'm surprised there isn't more posts. I don't use it much for streaming music so not crashed then, I have used Bluetooth Headphones for Netflix / youtube and not had any problem, It's mostly been twitter on tablet mode , the occasional random webpage and Pixlr . have you had problems with twitter ?

maybe they are aware of the problem, perhaps they can fix with a driver update or something

DogOne

I am a third with this issue. It seems to always happen when a video is being displayed. It most commonly occurs watching videos on ESPN.com and MSN.com. It does not seem to happen when watching PluralSight videos. This makes me believe it is encoding specific. I enabled development mode as well, but went back to the stable channel. They wanted me to send it back to them, but my concern is the technician will not be willing spend the required amount of time to replicate the issue.

I am about to reinstall ChromeOS at the urging of Acer technical support. Has anyone tried this, and was it beneficial?

Has anyone with this issue NOT enabled Development Mode?

ar5ebiscuits

https://community.acer.com/en/discussion/comment/1165317#Comment_1165317

I've not enabled development mode

ed4myra

hi, I'm interested in buying this chromebook. Do you have an update of this issue?

I have been using ARM chromebooks [Samsung Chromebook Plus / Lenovo Duet ] but never had random reboots.

Have you tried to use the webapp version of Twitter vs Android Twitter and do you see a difference in reboots?