Iconia W510 Win 8.1 no HDMI and no tablet USB

Bavega
Bavega Member Posts: 30 Troubleshooter
in 2014 Archives

I have an Iconia 510 that I have updated to Win 8.1 via the link in the Store App. The PC has all updates from Windows Update. I have instlled the Acer 3.02 driver package (1176 graphics display driver). The same goes for the BIOS, which is the latest available.

 

My problems are:

1. No HDMI. It is completely dead. It does not find any of the displays I connect. Cables and HDMI inuts on tested displays work with other devices, so the problem is with the W510.

2. The USB port on the tablet itself is also dead. No matter what I connect, it does nt power up/show up in device manager/explorer.

Everything else works as it should.

 

Both ports are only used occasionally, so it may be that they never worked with Win 8.1. Are there any known issues, something I am mssing or should I have it serviced (still under warranty)?

 

Thanks in advance!

Best Answer

  • billsey
    billsey ACE Posts: 34,206 Trailblazer
    Answer ✓

    Boy, I'm leaning toward hardware now. Though it's possible that there's a software switch to turn power off I can't think of any reason it'd hit both USB and HDMI at the same time. Hardware might be the entire 5V circuit, since motherboard components use lower voltages these days...

    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.

Answers

  • billsey
    billsey ACE Posts: 34,206 Trailblazer

    First step is to take a look at Device Manager to see if you have any devices that are showing errors. Look for exclamation points or red 'x's...

    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • Bavega
    Bavega Member Posts: 30 Troubleshooter

    Thank you for your input!

     

    I should have said that a look in the Device Manager shows no problems at all. No exclamation marks or crosses.

     

    What would be the next step to take?

  • billsey
    billsey ACE Posts: 34,206 Trailblazer

    The next step is to figure out of the problematic devices show up at all. If they're there and the system thinks they're working already then you may be able to just delete them and let the OS add them back in. If they're not there at all, though that explains why they don't work, it'll be a bit tougher.

    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • Bavega
    Bavega Member Posts: 30 Troubleshooter

    Again, thanks for your time!

     

    They do show up in Device Manager, where they look normal. I deleted them and rebooted. Upon reboot the system reinstalled the drivers. I rebooted the system again and tried both the USB port on the tablet and the HDMI output (with Fn+F5). No change, they still look normal in device manager but are completely dead. If I try to charge a USB device connected to the tablet port it does not charge, so I guess there is no current at all in the port.

     

    Hardware fault that requires service or am I missing something? Are there any known problems with the W510 and Win 8.1 that may be behind my problems?

  • billsey
    billsey ACE Posts: 34,206 Trailblazer
    Answer ✓

    Boy, I'm leaning toward hardware now. Though it's possible that there's a software switch to turn power off I can't think of any reason it'd hit both USB and HDMI at the same time. Hardware might be the entire 5V circuit, since motherboard components use lower voltages these days...

    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • padgett
    padgett ACE Posts: 4,532 Pathfinder

    Agree about the only common point is that they are next to each other so a physical problem could manifest on both. I'd contact Acer next and request an RMA if they ha no idea.

  • jhutcheon
    jhutcheon Member Posts: 17 New User

    I'm the project manager of our agency tablet deployment and we have about a dozen users (of 900+) that have this same issue.  I have previously posted in this forum with no real result.

     

    Our specific issue is that the HDMI port won't produce a display - either with HDMI or VGA adaptor.  External monitors etc simply to not get detected in windows.  It appears to be hardware - and when we have sent some tablets back under warranty - we get a motherboard replacement but with still no idea of what the problem is.

     

    The unusual thing with this issue is that once one of our users has the problem - if we replace their tablet and they log into a new tablet - it creates the problem on the new tablet - eg effectivity destroys the display output.  We suspect its profile related but have yet to figure it out.  We have sent devices back to ACER with no response as yet.

     

    We have one workaround - to use an external usb/VGA adaptor such as HPdisplaylink - these are a little laggy but will enable users to use an external monitor.  The problem with this however is the driver causes the camera app (video function) not to work.

     

    This issue has been driving us mad for months and has been the main issue with the device in what has otherwise been a pretty smooth deployment.

     

     

  • billsey
    billsey ACE Posts: 34,206 Trailblazer

    What does 'Windows-p' show when the HDMI is connected? What does Screen Resolution show? Just the tablet monitor?

    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • jhutcheon
    jhutcheon Member Posts: 17 New User

    Windows + P will allow you to select duplicate, extend etc - but when you select one it will always go back to PC screen only.  Then screen resolution option will only detect the tablet display and not identify any other monitor (we've tried many makes and models).  This issue has our whole IT dept stumped.

    Some people report that the problem starts when they select Win + P and second screen only, and it then fails.

     

  • Cory-Acer
    Cory-Acer Administrator Posts: 1,449 Community Administrator
    jhutcheon wrote:

    I'm the project manager of our agency tablet deployment and we have about a dozen users (of 900+) that have this same issue.  I have previously posted in this forum with no real result.

     

    Our specific issue is that the HDMI port won't produce a display - either with HDMI or VGA adaptor.  External monitors etc simply to not get detected in windows.  It appears to be hardware - and when we have sent some tablets back under warranty - we get a motherboard replacement but with still no idea of what the problem is.

     

    The unusual thing with this issue is that once one of our users has the problem - if we replace their tablet and they log into a new tablet - it creates the problem on the new tablet - eg effectivity destroys the display output.  We suspect its profile related but have yet to figure it out.  We have sent devices back to ACER with no response as yet.

     

    We have one workaround - to use an external usb/VGA adaptor such as HPdisplaylink - these are a little laggy but will enable users to use an external monitor.  The problem with this however is the driver causes the camera app (video function) not to work.

     

    This issue has been driving us mad for months and has been the main issue with the device in what has otherwise been a pretty smooth deployment.

     

     

    @jhutcheon - Could you send me a couple serial numbers or case numbers for these repairs? I'll see if I can start putting some information together. Also, if you have anymore that are coming in or you plan to send it, let me know, maybe we can have the repair teams take a deeper look.

     

    A couple questions I have here would be:

    1. Are these Win 8 upgraded to 8.1 or our they OEM 8.1 loads. (if upgrade to 8.1, can we go back to Win8 to see if the problem continues?)
    2. What is the graphics driver installed
    3. Do we have the 3.02 driver pack installed off of the website? Link
  • padgett
    padgett ACE Posts: 4,532 Pathfinder

    At this point the only thing I can think of is to buy a signal tester like this  and see if it tells you anything: compare a good system to a bad. I suspect sonething is different (also tend to buy oddball tools just to have).

  • jhutcheon
    jhutcheon Member Posts: 17 New User

    sure thing, when I return to work on Monday, I'll track down the numbers.  We have another dozen or so waiting in the wings hoping for a resolution.

     

    We are using a corporate image deployed by SCCM, still using Win 8.0

     

    My tablet (with the problem) is running 9.14.3.1170 but the standard image has a previous driver.

     

    I've tried the 3.01 pack, will attempt the new one - but the fact a re-image applied to a faulty tablet doesn't fix it suggests a hardware issue.

  • jhutcheon
    jhutcheon Member Posts: 17 New User
     

    SNID ****

     

    [edited for privacy - please use the Private Message system for personal/unique information]


     

    This tablet is one of the two that were sent to Acer for 'investigation' - or local service agent Iris Computing in Hobart forwarded to the Acer Sydney office.  (The TB# is our internal asset number).

     

    We also have a fleet of bootcamped iMacs in our department running windows 7.  Some of these have external HDMI adaptors etc.  I'm also wondering if these machines can do something to the user profiles to cause the issue.

  • Chris
    Chris Member Posts: 84 Troubleshooter

    Hello jhutcheon,

     

    I am a second level technician for Acer Australia. Can you please PM me your details and will contact you regarding the issue you have raised. 

     

    Thanks 

    Chris

  • Bavega
    Bavega Member Posts: 30 Troubleshooter

    Smiley HappySorry for not getting back sooner, but it seems someone else kept this thread alive with the same problem.

     

    Yes, it was a hardware problem and the service point replaced my motherboard.

     

    Everything now works as it should and as an bonus I got a 64 GB motherboard. :-)

  • jhutcheon
    jhutcheon Member Posts: 17 New User

    This issue keeps continuing, and as mentioned we have 1040 tablets in our fleet, however about 30 are out for repair due to this issue.  We don't know what causes it and our only advice from Acer is to send it back to replace the motherboard.

     

    Acer will run out of motherboards eventually, then what?  It would be great to at least know what causes the problem.

     

This discussion has been closed.

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