K272HL Monitor Has Incorrect Driver On Website

rfreedlund
rfreedlund Member Posts: 10 New User

Has anyone else experienced something like this?  When i first connected my new K272HL monitor my PC immediately recognized it and my device manager showed is as the K272HL monitor in its device list. I did not have to install anything. However, a few days later I noticed that pictures on websites suddenly weren't looking right. I went to device manager and found that the monitor was now being listed as a Generic PNP Monitor. The K272HL was nowhere to be found. I disconnected the monitor and reconnected again. Still no luck, it seems the driver just disappeared.

 

So then I went to download the driver for the K272HL monitor, but the driver that is contained in the file is for a K192HQL monitor, not the K272HL. I went ahead and tried it, but it definitely isn't the right driver. 

 

I spent a half hour on chat trying to convince the guy that the driver was wrong after downloading it again multiple times. He finally gave me a toll-free number to call. After going through basically the same thing with the person I talked to and finally convincing him the driver was wrong he told me couldn't help me and to call back earlier the next day. 

 

After another 30 minutes on the phone with another phone support person, I think the person was finally convinced the driver was wrong and said that he communicated with someone else the situation should be fixed within the next 24 to 48 hours. Granted it has only been 24 hours, but the wrong driver is still there. I hoped someone in support could have just sent me the proper driver as the zip file is very small, but apparently they are not able to do that with their system or they only got the same wrong driver as me.

 

It has been frustrating because all I want is the driver so that images look correct again and my computer recognizes it as the monitor that it really is. I find it hard to believe, but I seem to be someone who did find a wrong link in a support database.

Best Answer

  • Cory-Acer
    Cory-Acer Administrator Posts: 1,449 Community Administrator
    Answer ✓

    rfreedlund,

     

    I received feedback that the monitor drivers have been corrected for several models. My initial test found that the K272HL and the K192HQL both showed the proper drivers. I hope you find the same and I look forward to any feedback.

     

    Thank you again for pursuing this and helping us correct this issue. I apologize we had to let it get so far before it got the attention it needed.


    Thanks,
    Cory

Answers

  • rfreedlund
    rfreedlund Member Posts: 10 New User

    It's been nearly 120 hours since I was told that I would have a resolution in 24 to 48 hours. I don't know how long it takes them to make a website update or fix some links in their database, but it is frustrating I can't get a simple driver file of just a few KB in size because tech support isn't able to send anything. Here is what I found with two different driver links on the site.

     

    • Looking for my K272HL driver and downloading it:

    Acer 01.jpg

     

    • I receive the following zipped file:

    Acer 02.jpg

     

     

    • But when I open the Zipped file, the contents are for the K192HQL monitor:

    Acer 03.jpg

     

    • Just for the fun of it, I downloaded the supposed driver for the K192HQL monitor:

    Acer 04.jpg

     

    • Which has the same name as the one previously downloaded for the K272HL monitor:

    Acer 05.jpg

     

    • But opening that zipped file I get the driver for the G226HQL monitor:

    Acer 06.jpg

     

    • And if you happen to go looking for the driver for the G226HQL monitor, you end up getting no results:

    Acer 07.jpg

     

    I have seen elsewhere in the forum that at least one other person couldn't find this particular driver. Well that is because it is not in the right place or the wrong link is directed to it.

     

    I hope this does get addressed quickly, becasue I am not the only one affected by it.

     

    Thanks for letting me rant!

     

  • rfreedlund
    rfreedlund Member Posts: 10 New User

    I just got off the phone with Tech Support. They asked me if I could wait and call back after the holidays. Supposedly I was supposed to receive an e-mail. Apparently the person(s) responsible for the website is / are all on Christmas Break.  I don't know if that means wait until next week after Christmas or after the first of the year and New Years, but that was the only option I was really given. Oh well, we'll see what happens. 

  • fluey1
    fluey1 Member Posts: 2 New User

    I am actually having the same problem. Did you get any update from Acer yet?

  • rfreedlund
    rfreedlund Member Posts: 10 New User

    I last spoke with Acer support this past Thursday afternoon (around 3:00 PM CST) and after the tech I spoke with communicated with Level 2 support who was able to verify the issue, I was told that the website should be corrected and updated within 24 - 48 hours. I just checked the website and the wrong driver is still there, so no, it hasn't been fixed yet.

  • fluey1
    fluey1 Member Posts: 2 New User

    yeah i just checked the site as well and it's still not fixed. Ridiculous

  • rfreedlund
    rfreedlund Member Posts: 10 New User

    Twice I have been told 24 to 48 hours, but nothing has changed. I am using the monitor with the Generic PNP driver and for the most part it seems okay at 1920 by 1080, but I still want the driver. It's the principle of it. If you tell someone that something is going to be done to fix an issue in a certain time period, it should be done. They have had a few weeks to do something.

  • rfreedlund
    rfreedlund Member Posts: 10 New User

    I just got off the phone again. I had to explain it again. It's been escalated again. This time I wasn't given a time frame. We'll see what happens.

     

    My NVIDIA card is picking it up as the proper monitor (through NVIDIA Control Panel), I just don't know why Windows 7 Device Manager insists on using the Generic PNP driver. The monitor is still working, though. I am just not convinced I am seeing things exactly as I should.

     

    I would like to think I am helping them by pointing out a website problem, but maybe it isn't making it to the people who can actually fix the website. 

     

     

     

  • Gremlich
    Gremlich Member Posts: 7 New User

    Windows 10 does the same thing. Why? Because Acer does NOT get their monitor drivers digitally signed.

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

    Hi rfreedlund,

     

    I'm sorry we didn't get to this sooner from a community perspective, but I am escalting this issue from my end as well. The driver is really just going to tell Windows what the model name is, there won't be any performance gains so to speak, but in the very least, the images show do provide a confusing experience and we need to get that addressed.

     

    Thanks for taking the time to put this together and sticking with it.


    Cory

  • rfreedlund
    rfreedlund Member Posts: 10 New User

    Thank you for your response. This could also be an NVIDIA / Windows related problem as I know that the proper driver was originally detected when I connected it, but somehow "disappeared" after I did an NVIDIA driver update. NVIDIA's Control Panel does detect the proper monitor, but Windows chooses to use Generic PNP.

     

    My complaint has been the website issue, more than the monitor itself. I just hate going to device manager and seeing Generic PNP instead of the correct monitor listed. I have a second  Acer monitor connected and the driver does appear properly.

     

    As mentioned previously, the K272HL monitor points to the K192HQL driver. The K192HQL monitor points to the G226HQL driver, and the G226HQL monitor points to nothing!

     

    Thank you for your attention to it. It took me a little while to convince the 1st Level support that there actually was a problem with the website and not with me!!

  • Cory-Acer
    Cory-Acer Administrator Posts: 1,449 Community Administrator
    Answer ✓

    rfreedlund,

     

    I received feedback that the monitor drivers have been corrected for several models. My initial test found that the K272HL and the K192HQL both showed the proper drivers. I hope you find the same and I look forward to any feedback.

     

    Thank you again for pursuing this and helping us correct this issue. I apologize we had to let it get so far before it got the attention it needed.


    Thanks,
    Cory

  • rfreedlund
    rfreedlund Member Posts: 10 New User

    Thank you. The drivers are correct now.

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