Acer Aspire A515-47-R3XU - multiple intermittent problems

JamesBlake
JamesBlake Member Posts: 10

Tinkerer

Hello

I bought this laptop last month and from the start it's had multiple, but intermittent problems. I'm not sure if any of these have a common cause.

(1) No sound, either from speakers or microphone, in audio test at start of Zoom meeting. Sound is either absent or so faint it's at the limit of audibility. Sometimes the sound then works during the meeting itself. Problem is intermittent with both the laptop's own microphone/speakers and a headset. On one occasion, there was a second or so of crackling sound before the sound cut out. Could this crackling indicate a hardware problem? Updating drivers and running troubleshooter generally shows no problems, though on on occasion the troubleshooter couldn't detect any sound from the microphone. I regularly use Zoom on several other devices and have no problems on them. I've reinstalled Zoom on this machine.

(2)On one occasion only, the camera cut out during a Zoom call. An error message popped up extremely briefly, saying something like "camera disconnected" or "Camera not detected" - it was so brief I couldn't take it in properly. Has never happened on any other device.

(3) Sound occasionally very low, e.g. on YouTube. Seems intermittent, perhaps mostly affecting older recordings. i see other people have reported this problem but mine seems more intermittent.

(4) Mouse occasionally unresponsive - will not move cursor

(5) problems with gmail and Google Drive, which do not occur on any other device. Instead of loading my account, sometimes loads a log-in page. I suspect this is unrelated to any of the above, and wonder if it's related to the Norton antivirus software which came pre-installed on this laptop.

Any advice appreciated on how to work out if any of these issues are related. I'm wondering if there could be a single hardware issue behind at least some of them, and if therefore if I should return the laptop and ask for another of the same model.

Things that are working fine: Windows, MS apps, Adobe, Chrome and Edge all load and respond quickly and reliably.

thanks

James

«1

Answers

  • JackE
    JackE ACE Posts: 44,853 Trailblazer

    Open Control Panel. Search 'button'. Click 'change what the power buttons do' in left pane. Click 'change settings that are currently unavailable' near top of next pane. Scroll down and UNcheck box for fast startup. Save. Shut down Windows normally. Wait a minute or so. Then turn it back on again. See if episodes are reduced.

    Jack E/NJ

  • JamesBlake
    JamesBlake Member Posts: 10

    Tinkerer

    Thanks Jack, I've followed your suggestion. The episodes are unpredictable so it will be a while before I can judge what's difference this has made.

  • leonaip
    leonaip Member Posts: 417 Specialist WiFi Icon
    1. try resetting your system using factory image or drive image or have fresh install of Windows 10/11 operating system and install the laptop drivers.
    2. when it comes to sound, disable the spatial surround setting or the equivalent.
    3. your camera needs a good driver... update all the drivers using IOBit Driver Booster.
    4. your mouse hangs because the CPU is overloaded with apps (probably some malware) that are running in the background, open task manager and disable some apps that runs automatically at Windows startup.
    5. it seems your computer and browser is already contaminated with malware. download ang install adwcleaner and smadav. Replace your antivirus, better use Symantec/McAfee Endpoint Protection.

    If my answers/solutions help you, please consider hitting "Like" and "Yes".

    Regards and God speed 😉


    Acer Nitro 5 AN515-58

    - Intel Core i5-12500H 12th gen Octacore ( 2.70 ghz... Turbo up to 4.50 ghz ) with p-cores and e-cores

    - 15.6 inch thin bezel IPS FHD ( 1920X1080 ) 144hz

    - RAM 8 GB DDR4 MAX 32 GB

    - SSD 512 GB Nvme

    - Nvidia Geforce RTX 3050 ( DEDICATED 4 GB GDDR6 )


  • mjcejhj14847
    mjcejhj14847 Member Posts: 1 New User

    I bought my Aspire 5 A515-47 10 days ago and the sound is just awful can hardly hear anything on You Tube. Give it another week or so before taking it back and buying either a HP or Dell.

  • leonaip
    leonaip Member Posts: 417 Specialist WiFi Icon

    If my answers/solutions help you, please consider hitting "Like" and "Yes".

    Regards and God speed 😉


    Acer Nitro 5 AN515-58

    - Intel Core i5-12500H 12th gen Octacore ( 2.70 ghz... Turbo up to 4.50 ghz ) with p-cores and e-cores

    - 15.6 inch thin bezel IPS FHD ( 1920X1080 ) 144hz

    - RAM 8 GB DDR4 MAX 32 GB

    - SSD 512 GB Nvme

    - Nvidia Geforce RTX 3050 ( DEDICATED 4 GB GDDR6 )


  • JackE
    JackE ACE Posts: 44,853 Trailblazer

    Search Windows start menu 'true harmony' app. If installed and appears near the top of the menu, disable it.

    Jack E/NJ

  • StevenGen
    StevenGen ACE Posts: 11,956 Trailblazer

    JamesBlake you need to first make sure that all Win-11 Home OS updates are done on your laptop and make sure that you have all the latest drivers for Win-11, do the Windows Update and with the audio, go into Device Manager and refresh or reinstall all the audio drivers in Sound video and game controllers.

    I've got the A515-57-56VU model which is the Intel version of this laptop and its virtually the same laptop and I've got no problems with sound, camera, YouTube or gmail or google drive, one drive etc like you have, the touchpad/mouse curser has a very slight delay which must be a thing with these laptops but its not critical and doesn't distract from this laptops usage.

    With YouTube the problem I find is that certain YouTube videos and similar video apps, their video sound quality is sometimes low and very badly recorded and their transmitted sound receiving can cause a low volume in a laptop, as the volume can't be amplified enough and you are stuck with a low volume, that could be your problem(s). Try Media Player and see if the volume for a song is low, if it is then there is something wrong within this laptops sound, so send it to Acer Tech support for them to look at it and fix it, as the Aspire 5 laptops of either the Intel or AMD specs are a good and very useful reasonably priced laptops, yes their sound is not HiFi quality by they are acceptable and nothing of what you have described or are experiencing,

    Update Win-11 and all this laptops drivers and make sure also that you are running the last version 1.03 bios on your laptop as that will contribute to this laptop performing at its best, also make sure that you have 16GB total RAM 2x 8GB DDR4-3200MHz as and if you using this laptop for video conferencing or business that helps and also increase this laptops oem 512GB M.2 PCIe3 x4 drive to a larger and speedier M.2 drive like a 1TB or 2TB PCIe3 x4 like the WD SN750 black or the Samsung 970 EVO Plus M.2 drives as all these upgrades will make this laptop perform much better.

  • JamesBlake
    JamesBlake Member Posts: 10

    Tinkerer

    Thanks all, there are some good suggestions there I'll taker up this weekend.

  • JamesBlake
    JamesBlake Member Posts: 10

    Tinkerer

    I've realised I wanted to try to do some more diagnosis before trying moving to solutions such as re-installing Windows. here are some entries from the one of the incidents, which happened the day after I'd taken delivery of the laptop. Can anyone see any relevant info in these? In particular, anything to indicate whether this was a problem with Windows, or drivers, or Zoom, or hardware?

    Firstly, the microphone failed while following Zoom's audio test procedure before a meeting. There are a lot of warnings in the log at around that time. Here are some of the ones that make reference to audio issues (the others seem to be repeats of these). I was swapping back and forth between the laptop's in-built microphone and speaker, and a Microsoft headset, to try to sort the problem:

    Warning

    18/12/2022 08:23:56

    The application \Device\HarddiskVolume3\Windows\System32\svchost.exe with process id 3468 stopped the removal or ejection for the device ACP\VEN_1022&DEV_15E2&SUBSYS_10251640\5&1b932135&0&04.

    Process command line: C:\WINDOWS\System32\svchost.exe -k LocalSystemNetworkRestricted -p -s AudioEndpointBuilder

    List of affected devices:

    ACP\VEN_1022&DEV_15E2&SUBSYS_10251640\5&1b932135&0&04


    Warning

    18/12/2022 08:23:56

    The application \Device\HarddiskVolume3\Windows\System32\DriverStore\FileRepository\realtekservice.inf_amd64_be03f2dca68bf962\RtkAudUService64.exe with process id 4184 stopped the removal or ejection for the device ACP\VEN_1022&DEV_15E2&SUBSYS_10251640\5&1b932135&0&04.

    Process command line: "C:\WINDOWS\System32\DriverStore\FileRepository\realtekservice.inf_amd64_be03f2dca68bf962\RtkAudUService64.exe"


    Warning

    18/12/2022 08:32:38

    The application \Device\HarddiskVolume3\Windows\System32\audiodg.exe with process id 6592 stopped the removal or ejection for the device HDAUDIO\FUNC_01&VEN_10EC&DEV_0256&SUBSYS_10251640&REV_1000\5&38d7b93d&0&0001.

    Process command line: C:\WINDOWS\system32\AUDIODG.EXE 0x0000000000000630

    List of affected devices:



    Error

    18/12/2022 08:23:57

    Installation Failure: Windows failed to install the following update with error 0x8024200B: Realtek - Extension - 1.0.0.152.

    thanks!

    James

  • JackE
    JackE ACE Posts: 44,853 Trailblazer

    >>>>anything to indicate whether this was a problem with Windows, or drivers, or Zoom, or hardware?>>>

    Zoom is not a good one to troubleshoot hardware v software issues. Try to disable TrueHarmony first. If that doesn't resolve the issue, then open Control Panel. Search 'sound' Click 'change sound card settings' in left pane. Right click either speaker or headphone playback device. Click properties. Click 'advanced' tab. Uncheck all the mode and acceleration boxes. Save / apply settings.

    Jack E/NJ

  • JamesBlake
    JamesBlake Member Posts: 10

    Tinkerer

    Thanks Jack for another helpful answer. I don't have True harmony. I've unchecked all the acceleration box, but am going to try keeping exclusive mode - it's very useful for the Zoom sessions I run.

  • JackE
    JackE ACE Posts: 44,853 Trailblazer

    >>>Zoom meeting. Sound is either absent or so faint it's at the limit of audibility.>>>

    >>>keeping exclusive mode - it's very useful for the Zoom sessions I run.>>>>

    How is it useful?

    Jack E/NJ

  • JamesBlake
    JamesBlake Member Posts: 10

    Tinkerer

    It's extra insurance that tI know roughly what my audience will hear. But I'll try turning it off if I'm still having problems.

  • JackE
    JackE ACE Posts: 44,853 Trailblazer

    OK. Please let us know either way. Thanks.

    Jack E/NJ

  • JamesBlake
    JamesBlake Member Posts: 10

    Tinkerer

    Thanks Jack, for the very clear instructions. All now seems well with both Zoom and Teams. However it's hard to be sure because I haven't done as much testing as I'd like - because if I have a crucial Zoom meeting I'm using a different laptop which has always proved reliable.

    Here's an error message I haven't posted before, from before I changed any settings. This is the log entry fro0m when the camera failed in A Zoom meeting. Can anyone see any useful info in this?

    Warning

    18/12/2022 10:18:34

    The application \Device\HarddiskVolume3\Users\james\AppData\Roaming\Zoom\bin\Zoom.exe with process id 7936 stopped the removal or ejection for the device USB\VID_04F2&PID_B773&MI_00\7&3789b5db&0&0000.

    Process command line: "C:\Users\james\AppData\Roaming\Zoom\bin\Zoom.exe" --action=join --runaszvideo=TRUE 

    List of affected devices:

    USB\VID_04F2&PID_B773&MI_00\7&3789b5db&0&0000


    ProcessId 7936 

     ProcessNameLength 69 

     ProcessName \Device\HarddiskVolume3\Users\james\AppData\Roaming\Zoom\bin\Zoom.exe 

     DeviceInstanceLength 45 

     DeviceInstance USB\VID_04F2&PID_B773&MI_00\7&3789b5db&0&0000 

     CommandLineLength 84 

     CommandLine "C:\Users\james\AppData\Roaming\Zoom\bin\Zoom.exe" --action=join --runaszvideo=TRUE  

     VetoingDevicesLength 47 

     VetoingDevices USB\VID_04F2&PID_B773&MI_00\7&3789b5db&0&0000  

  • JackE
    JackE ACE Posts: 44,853 Trailblazer

    Looks one zoom session was still running in the background when you might've tried to load another session at the same time. So the first session wouldn't release the camera to the second session. Sometimes re-booting is necessary if an app won't shut down properly when you tell it to.

    Jack E/NJ

  • JamesBlake
    JamesBlake Member Posts: 10

    Tinkerer

    Thanks Jack, but no, that wasn't the case - I only had one Zoom meeting running. I don't see how I could have inadvertently started a second. Half an hour in, the camera suddenly failed. Nothing unusual had been happening in the meeting, and it didn't happen as a result of accessing any extra features, e.g. setting up breakout rooms. it was in other ways a very straightforward Zoom session. best, James

  • JackE
    JackE ACE Posts: 44,853 Trailblazer

    >>>I only had one Zoom meeting running.>>>

    Does this mean it was the First-and-Only Zoom session started after a cold boot? The log suggests otherwise.

    Jack E/NJ

  • JamesBlake
    JamesBlake Member Posts: 10

    Tinkerer

    That's my recollection - but as I've re-installed Windows, I know longer have the event log to check. My Zoom client isn't showing me any meeting history for some reason. I'll take it up with Zoom. Thanks again, Jack.

  • JackE
    JackE ACE Posts: 44,853 Trailblazer

    OK. Good luck.🙂

    Jack E/NJ