Predator 17 G9-791 Screen Doesn't Come On (plus how long for online support to respond?)

Mattman
Mattman Member Posts: 2 New User
in 2016 Archives

Hi there,

I purchased a Predator 17 G9-791 (NX.Q02EK.010) on the 7th May 2016.
Upon receiving the laptop I preceded to set it up as per the instructions and started using it. I installed AVG Antivirus and Chrome along with downloading a few games from Steam (Half Life 2 and Borderlands 2, nothing to taxing for a laptop of this caliber).


Over the following 2 weeks I spent a couple of hours here and there playing some games on it.
Last Friday (20th May) I was an hour into playing Borderlands 2 and the laptop crashed to a blue screen. It said there was an error, was collecting some data to send off and needed to restart. It went to restart, but nothing appeared on the screen, no Boot screen, no Login screen, no graphics, nothing. All the LEDs were lit (keys and on the back of the screen) and the fans were running, but there was nothing on the screen.

It looked like there was no power going to the screen and it wasn't powered up at all. It wasn't the problem of the screen being powered but black and not being able to see anything, or just having the mouse cursor appear (which after some googling, seems to be something that happens on Acer laptops). This was a completely blank screen.
I tried a series of resets (holding the power button for 6/30 seconds, using a pin in the battery reset hole, allowing the battery to drain out, trying the various function options in case it has been accidentally put on projector mode etc) but nothing happened for a while. After a few hours of trying, the screen did power up and I used my computer for about another hour. I switched it off again via the start button in Windows and went to turn it on again to see if the last few hours had just been a bit of a glitch, but it was back to the problem of nothing appearing on the screen.

Since that time Friday night, repeatedly nothing has happened when I go to turn it on, no Boot screen, no Login screen, no graphics, nothing. I have been back through the various reset options repeatedly throughout Saturday and Sunday and again, nothing appears on the screen.

Can anyone shed some light on what has happened and potentially have some way of rectifying this?

I also sent my query into Acer Online Support on the 23rd May, but haven't received any response yet. How long do they take to respond normally?

Kindest Regards,

Matt

East Yorkshire, UK

Answers

  • beststevie
    beststevie ACE Posts: 506 Pioneer

    Sounds not good. You should aks for your Acer ticket, maybe something went wrong.

     

    If you have some experience and you know what you're doing, you could try to start without storage.

     

     

    You should only do this, if you know what you're doing!!!

     

    Open the storage area from the bottom of the notebook and hang off the cable of the hdd and put out the ssd. Close the notebook and try to start again. Go to Bios and try to reset to factory defaults. Turn off and start with storage again.

     

     

  • PValiant
    PValiant Member Posts: 3 New User

    Its the problem with ACER display driver/ Monitor Driver and Window 10 I believe.

    I am having the same problem with my Desktop and Monitor...The monitor either get no signal from the destop when I on my PC or Suddenly shut off without power while PC still running,,, This Happens when the processor is running high and fan is blowing... For Starting my PC and monitor get no signal and went back to stand by mode, i unplug and replug power to monitor till it finally get signal... I suggest you don't try this because your computer is new and still have warranty. Mine is 3 years Old P3620 series, warranty just ended. ACER hasn't produce an up to date driver for monitor on Window 10 which is very *** of them to call themselve professional...Really need them to find this problem and solve it and have the patch for us to fix this problem....

     

    [edited to comply with guidelines]

  • Mattman
    Mattman Member Posts: 2 New User

    Just heard back from Online Support and they are saying to send it in for to their repair centre for evaluation, so will see how long that takes.

  • PValiant
    PValiant Member Posts: 3 New User

    Give it a try, since there is warranty. So far throughout my uses of ACER products, I have never needed their services till recent Window 10 update... So their products are pretty solid but their software updates don't seems to live up to their name. My 4 years old P3610 is a waste just because ACER don't bother to update their drivers...And that send a firm signal telling me, its not wise to further invest on ACER as they do not support their products that past 2 years.... Now I am looking for a new higher end Desktop but have left ACER out of my consideration because of such reason.... They don't back their support of drivers update for their own products which I find them very irresponsible and dumb as they are literately slaping their own faces. 

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