Found Serious Design Flaw on 840 - Replicated on 2 Other 840s

NeonNoir
NeonNoir Member Posts: 9 New User

I've found a pretty serious design flaw on the a1-840 (non-HD version) that happens on other 840s as well, and I'm hoping Acer can address this issue and get me a tablet that works properly.

 

Issue: The beginning half-second or so of sound cannot be heard - it cuts out. 

 

First time I noticed this issue - When typing on the keyboard - the first letter I selected wouldn't give the "click" sound you hear when you type, but all other keys pushed immediately after the first one made the click sound fine. However, if I stopped typing, waited about 6 full seconds, and then resumed typing, again the very first key I pushed would not make the clicking sound.

 

Second time I noticed this issue - when using Google Now. If you say "Okay Google" or press the mic, you're supposed to get a loud chime that lets you know that Google is listening. On the 840, this chime cuts out, so you only hear a distored partial note or you don't hear it at all. And it works exactly like the keyboard situation - if I keep pressing the mic over and over in quick succession, all other chime sounds after the first one play as they should. However, if I stop and wait about 6 full seconds, and then push the mic icon again, the sound cuts out and you only get a distored partial note if anything at all.

 

Or, if I tell it to open an app, instead of saying "Opening App" like it's supposed to, it might say "-----ng App". The beginning of "Opening" is cut off. 

 

Third time I noticed this issue - when using navigation. After the destination is mapped and I get the first spoken directions, sometimes the beginning of the first word or the first word entirely is cut off. So instead of hearing "Go West on", I might hear "-- --st on".  The first few syllables are cut off.

 

At this point, I realize the tablet is broken, so I test with both a Youtube video and Google Music app. The same issue occurs. Sometimes the first half-second or so of music will not play, and then the sound will suddenly cut in. I tested by pausing the song, waiting ~6 full seconds, and then unpuasing it, and the first half-second of sound is definitely being cut off.

 

When doing this, I noticed that internally, the sound is playing. By that I mean, if I put my ear up to the speaker, I can just barely hear what's being cut off. It IS playing, but it's so faint that you cannot hear it unless your ear is right up to the speaker. Then, after that half-second, the sound goes full blast like it's supposed to ( I keep it at full volume at all times).

 

Important to Note:

 

This happens right out of the box. Immediately.

No additional apps have been installed. I have made no changes to the tablet.

I went to 2 Best Buys and tested their 840s - this issue happens on both of them. 

I tested other tablets and phones - this issue does not happen on any of them.

I tested the Lenovo 8" tablet next to the 840 on Best Buy's display - the Lenovo does not have this issue.

 

What is the next step? I cannot exchange this item at the store I purchased it from, because all of their 840s are also broken. 

 

Thank you.

 

 

Answers

  • NeonNoir
    NeonNoir Member Posts: 9 New User

    Here are demonstration videos of the issue:

     

    1.  In this one, the entire word "Opening" is cut off.  The first two mic sounds also fail to play. It seems this issue is getting worse as I use the tablet. 

     

    https://www.youtube.com/watch?v=AVJe98k8ldo

     

    2.  In this one, the beginning of "Opening" is cut off. Again, the first two mic sounds fail to play. 

     

    https://www.youtube.com/watch?v=4WrnZbqNlEk

     

    3. In this one, I demonstrate that the first keystroke on the keyboard fails to make the clicking sound. All other keystrokes immediately following click as they should. If I wait about 6 seconds and start typing again, the first keystroke will again fail to click.

     

    https://www.youtube.com/watch?v=U3J4ZkH8scc

     

    4. In this one, I demonstrate the cutting out or distortion of the Google Now chime when I first push the mic button. Notice that after the first time, IMMEDIATE pushes sound as they should. If I wait the 6 seconds, again the problem arises and sound is cut out or is distored. You can also hear it cutting off part of the sound, too.

     

    https://www.youtube.com/watch?v=Ye_S56M73eU

     

     

    5. Similar to number 3. 

     

    https://www.youtube.com/watch?v=deqIIkPtvVc

     

     

  • IronFly
    IronFly ACE Posts: 18,413 Trailblazer

    Did you update the 2 840?

    I'm not an Acer employee.
  • NeonNoir
    NeonNoir Member Posts: 9 New User

    Did I do what?

  • IronFly
    IronFly ACE Posts: 18,413 Trailblazer

    Checked if any system/OS update is available for your 2 tablets.

     

    can you report the build version and number of both?

    settings/about phone/build version

    build number

    I'm not an Acer employee.
  • NeonNoir
    NeonNoir Member Posts: 9 New User

    I do not own 2 tablets. As I said, I tested this issue on other Best Buy display tablets, including other 840s. I also tested multiple android phones, and none displayed the issue. I would think it were an issue with android in general, other tablets would have this issue. However, this only occurs on the Acer 840.

     

    Build Number:  Acer_AV0K1_A1-840_1.061.00_WW_GEN1

    Android - 4.4.4

     

     

  • NeonNoir
    NeonNoir Member Posts: 9 New User

    I just tested the same scenarios (using Google Now, the keyboard, and music) with headphones, and the issue does NOT occur.

     

    Looks like this is a hardware issue with the SPEAKER

     

    Also, there's significant crackling and general noise in the headphones when typing and using Google Now, and when switching songs in Pandora.

     

    NEW ISSUE - when listing to music in Google Play Music app via headphones, the first split-second plays very loud. Pausing and playing reproduces this. It's the exact opposite as the issue with the speaker.

     

    When I pause the music, I can actually hear the sound card (or whatever a tablet's equivalent is) shutting off after a few seconds. And when unpausing, I can hear the sound card turning back on. It seems it's an 'on demand' system, and isn't always on. This may be causing the problem. 

     

    What has Acer done to the sound hardware/software of this tablet? It's completely busted. 

  • NeonNoir
    NeonNoir Member Posts: 9 New User

    UPDATE:

     

    The crackling noise with the headphones on is from the Wi-Fi radio. When I turn Wi-Fi off, I no longer hear the crackling noises. 

     

     

     

     

  • NeonNoir
    NeonNoir Member Posts: 9 New User

    Tried to exchange the tablet at Best Buy. We went through their stock trying to find one that wasn't broken, and sure enough - they all have the same issues. They went ahead and pulled their stock from the floor. 

     

    Is Acer going to fix these issues?