ACER ASPIRE SWITCH 10 screen black but audio fine

Lrippin82
Lrippin82 Member Posts: 1 New User

 I bought this Acer aspire switch 10 only a week ago and sometimes if I'm watching a video on YouTube  it sometimes  flicks and goes black and i can still hear the audio, its really strange.  What do people think?

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Answers

  • laurent_14
    laurent_14 ACE Posts: 10,352 Trailblazer

    Hello,

     

    What model do you own exactly? SW5-012.....

    Which version of Windows do you use?

    France
  • jqualley
    jqualley Member Posts: 16 New User

    Mine has the same issue with both the 106W and the 17G7

  • laurent_14
    laurent_14 ACE Posts: 10,352 Trailblazer

    Hi jqualley,

     

    What models do you own exactly?

    Could you give me the first ten characters of the tablets serial number (S/N)? Only the first ten.

    France
  • jqualley
    jqualley Member Posts: 16 New User
    NTMX4AA002
  • jqualley
    jqualley Member Posts: 16 New User
    Any help would be great it's useless the way the screen keeps cutting out ....
  • laurent_14
    laurent_14 ACE Posts: 10,352 Trailblazer

    Hi jqualley,

     

    Could you check if you have an Intel VGA driver in Acer Recovery Management?

    1. Launch Acer Recovery Management
    2. Click on the button "Reinstall drivers or applications"
    3. Check in the list
    France
  • jqualley
    jqualley Member Posts: 16 New User

    I can not find Reinstall drivers or applications nor can I find a VGA Driver.

  • laurent_14
    laurent_14 ACE Posts: 10,352 Trailblazer

    Excuse me. I made a mistake since you use Windows 10. It's different.

    Do you have this issue since Windows updates or since you own this tablet?

    France
  • jqualley
    jqualley Member Posts: 16 New User

    Since i've owned the tablet... It had Windows 10 on it from the store.

  • hgmartin9
    hgmartin9 Member Posts: 132 Enthusiast WiFi Icon

    It may just be the screen off setting. Go to setting>system>power&sleep. Change the screen turn off setting.

  • laurent_14
    laurent_14 ACE Posts: 10,352 Trailblazer

    Hi jqualley,

     

    If the hgmartin9's solution doesn't work, could you check this:

    Spoiler
    • Event Viewer:
      1. Launch Event Viewer
      2. Select Event Viewer (Local) in the left column
      3. Do you have a critical error in the middle column
    • Device Manager
      1. Launch Device Manager
      2. Expand Sound, video and game controllers
      3. Select Realtek...
      4. Click right, Select Properties. Select Driver tab and note the driver version.
        It should be 6.4.10041.4257
    France
  • jqualley
    jqualley Member Posts: 16 New User
    Hi yes I have the screen off settings to never that was the first thing I did thank you for that suggetion...there is no critical error and the driver version is 604.10135.1010.531 and I tried to update but it said the driver is up to date to I don't know what else to do? BTW it was difficult to look at this as the screen kept turning off every click lol
  • jqualley
    jqualley Member Posts: 16 New User

    I downloaded that driver even though it says that is for the sw5... I installed it and i will let you know the out come... Thankyou  all so much for the assistance ill be back with an update.

  • jqualley
    jqualley Member Posts: 16 New User

    Well that was a quick test period it continues to do the same thing even after installing the new driver. Smiley Sad

  • laurent_14
    laurent_14 ACE Posts: 10,352 Trailblazer

    Hi jqualley,

     

    1. Did you install this Realtek driver (you own SW3-013)?
      http://www.acer.com/ac/en/US/content/support-product/5931;-;SW3-013
    2. Could you check in the same way the version of Intel HD driver using Device Manager?
      Probably provided by Microsoft.
    3. What browser do you use?
    4. Do you have only this issue in watching a YT video?

    PS: I think it's a conflict between the audio and video drivers.

    France
  • jqualley
    jqualley Member Posts: 16 New User

    It is version 10.18.10.4358 and I found out it is in pc mode and when I connect it also when I click add a device... Also i only have on display/ monitor driver. As for Youtube it plays the video but will go black and you can still hear the audio... It seems to be an issue between the keyboard and screen because I so far can not replicate the issue when the two are disconnected... It also blacks out when on backwards.

  • hgmartin9
    hgmartin9 Member Posts: 132 Enthusiast WiFi Icon
    Try installing Quick Access. It's under applications Acer Downloads. Just may fix it. It solves many issues between keyboard and screen docking.
  • jqualley
    jqualley Member Posts: 16 New User

    Thank you it is already installed and operation but again thank you I had hoped that would help Smiley Sad

  • laurent_14
    laurent_14 ACE Posts: 10,352 Trailblazer

    Hi jqualley

     

    You wrote this in your previous message:

    "BTW it was difficult to look at this as the screen kept turning off every click lol"

    Did you use the touch pad or an USB mouse?

    France
  • jqualley
    jqualley Member Posts: 16 New User
    The touch pad I think it has to do with adding the keyboard it don't do it when I don't have it connected to the keyboard and I only have one monitor driver