Why does my new Nitro AN515-51 keep freezing ?

Sunbeam
Sunbeam Member Posts: 4 New User
edited November 2023 in 2018 Archives
Purchased the Nitro AN515-51 16GB Ram, 256 SSD, Win 10 home 64bit a little over a month ago now and am having problems with it freezing up. The mouse becomes non responsive, ctl alt del does nothing, sometimes the sound freezes as well with mouse and just continues a loud tone. It happens randomly, i could be gaming, i could be watching netflix, i could have just booted up and not touched anything. Also after pressing the power button when it freezes in windows, it sometimes gets frozen at the acer logo. And sometimes goes into windows repair mode after booting.  Only things extra that have been installed since purchase was Steam, Spotify and Discord text chat. I have tried resetting back to original state. I have tried stopping not needed startup programs and services, i believe it to be hardware at this point.  Any suggestions? 

Answers

  • Sharanji
    Sharanji ACE Posts: 4,328 Pathfinder
    Sunbeam 
    Since you have tried resetting your device back to original state, the best option it to contact Acer technical support in your region and get it fixed.
    Acer worldwide : http://www.acer.com/worldwide/support/
    Acer US & Canada : https://www.acer.com/ac/en/CA/content/service-contact

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  • Sunbeam
    Sunbeam Member Posts: 4 New User
    Update.....Spent some time on the Acer live chat and am going to be sent a recovery drive to fix my problem.  Will update after trying this.....
  • Sunbeam
    Sunbeam Member Posts: 4 New User
    Recovery drive did not fix problem ..... Am sending laptop back to Acer to fix.
  • Sunbeam
    Sunbeam Member Posts: 4 New User
    UPDATE # 3 ......Laptop was at Acer repair center for a week . Have had it back a week with no problems so far. The motherboard was replaced, and also an 8 gb stick of ram was replaced .  All under warranty.