How long should the black screen be there for a factory reset?

lkernan
lkernan Member Posts: 16

Tinkerer

edited August 2023 in 2018 Archives
I have an Acer Aspire E 17 - (E5-722G-83DD). I have a Windows 10 USB Boot Key from Acer that I used to reinstall the system in 2015-6. I now have not been able to get back into Windows 10 on bootup. I already got into safe mode and backed up my data. I am having trouble with the reinstall from the media that Acer sent me. It seems to just stall at a black screen - but maybe I am not waiting long enough. Any advice or knowledge about wait times would be helpful. Another option is to just do a generic Windows 10 bootable USB iso. Thanks!
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Answers

  • JackE
    JackE ACE Posts: 45,202 Trailblazer
    I'm not sure what you mean by boot key. Try pressing & holding power button for at least 5 seconds till the machine completely shuts off. Then turn it back on and immediately press and hold the ALT key while tapping the F10 key. If the hidden recovery partition is still intact, a recovery screen should appear. Follow directions to either re-set to a factory fresh state or re-fresh the machine while try to save your personal files. Jack E/NJ

    Jack E/NJ

  • lkernan
    lkernan Member Posts: 16

    Tinkerer

    I am attempting this now. Says there is a problem resetting your pc. 
  • JackE
    JackE ACE Posts: 45,202 Trailblazer
    Try this method 2 more times. If it still fails, this suggests that the HDD or SSD should be replaced. Jack E/NJ

    Jack E/NJ

  • lkernan
    lkernan Member Posts: 16

    Tinkerer

    I got finally got the re-install to work perfectly. The problem is the AMD VGA drivers that come with Acer on the site; they cause the problem. I just tried to install the driver for that, but it reproduced the black screen issue. I even saw other posts on the net, saying how AMD was problematic for just that. I am wondering how I get the correct driver versus the genetic one that windows install. Had to restore my system back a day. Lost a few installs in the process.
  • lkernan
    lkernan Member Posts: 16

    Tinkerer

    What I am looking for is a way to install the best driver for the AMD Radeon R5 Graphics Card without causing a black screen issue.
  • JackE
    JackE ACE Posts: 45,202 Trailblazer
    >>>I got finally got the re-install to work perfectly.>>>What I am looking for is a way to install the best driver for the AMD Radeon R5 Graphics Card>>>

    Depends on which Win10 version you got to install. Was it the Microsoft generic Win10? Or the ACER specific Win10? There is a difference. Jack E/NJ

    Jack E/NJ

  • lkernan
    lkernan Member Posts: 16

    Tinkerer

    I think I have the generic Windows 10 now. I could not get ACER specific Win10 to work while troubleshooting this issue.
  • lkernan
    lkernan Member Posts: 16

    Tinkerer

    Is there a way to get just the driver install file -- not the AMD software package and auto-installer? Would that make a difference?
  • JackE
    JackE ACE Posts: 45,202 Trailblazer
    >>>The problem is the AMD VGA drivers that come with Acer on the site; >>>

    Which ACER AMD VGA driver version number gave you the problem? Jack E/NJ

    Jack E/NJ

  • lkernan
    lkernan Member Posts: 16

    Tinkerer

    https://www.acer.com/ac/en/CA/content/support-product/6197?b=1&pn=NX.MXZAA.001

    The one on there -- VGA Driver

    Date:

    2016/07/22

    Version:

    15.201.1101.1004

    Vendor:

    AMD

    Size:

    293.9 MB

    I have also tried the auto detect programs to install AMD drivers on their site. Same issue.

    https://support.amd.com/en-us/download

    Not really sure what is causing the black screen and compatibility issue -- but I know now that this is a display/graphics card driver issue. The driver used to work before the issue came up--and for the majority of having owned the laptop. I wonder if the new Win 10 update caused it. Even when trying to install the ACER specific Win 10 on a clean partition I was still getting the issue. While Ubuntu worked and still works separately. The generic monitor driver from Win 10 allows me to use the laptop for simple PC use. But if I want to use the display, projecting, gaming, and editing tasks, then I need to sort out this driver compatibility issue. Maybe it is a hardware issue in terms of replacing the graphics card, not sure as I only have a beginner-to-moderate level of understanding and repair. It would be nice to contact ACER themselves, and have them send me a direct link to download the exact working driver for the Radeon card, but the representatives are harder to deal with, and they usually just ask me to reinstall-reset everything as their go-to advice plan. But, thanks for your time so, very appreciative!!

  • JackE
    JackE ACE Posts: 45,202 Trailblazer
    >>> I wonder if the new Win 10 update caused it. Even when trying to install the ACER specific Win 10 on a clean partition I was still getting the issue. While Ubuntu worked and still works separately.>>>

    Excellent wondering. Cuz I think you hit the nail on the head. Do you recall which BIOS firmware version number and date stamp was on the machine when you first got it? Assuming you didn't update it yourself, what version date stamp is on it now? You can check this with msinfo32.exe. If the BIOS datestamp is more recent than when you acquired the machine, then I think that's your Win10update smoking gun.

    As an aside, you are not alone in these kinds of problems mainly I think due to Microsoft's new and unimproved update policies in which major updates are like new versions of Windows creating havoc with relatively new machines. They are not maintenance updates like on Win7 & Win8.x. Plus the major updates have much shorter maintenance support than either Win7 or Win8.x. https://support.microsoft.com/en-us/help/13853/windows-lifecycle-fact-sheet  And there's little or no way of controlling these Win10updates except maybe in the pro version. Like you, I've installed cinnamon-flavored Ubuntu on my Win10 machines to gain some driver and firmware stability. In fact, IMO the mint GUI is almost indistinguishable from the look & feel of Microsoft's last halfway-decent OS Win7.  As I've indicated to a few others, I think Windows 10 is an open window of opportunity for open source to finally break the status quo in PC GUIs.

    Jack E/NJ 

    Jack E/NJ

  • lkernan
    lkernan Member Posts: 16

    Tinkerer

    Okay, ran msinfo32.exe.

    Win 10 Home ver. 10.0.17134 Build 17134.

    Processor: AMD A8-7410 APU with AMD Radeon R5 Graphics -- I think it is an M355 (not fully sure as I jotted down the number as the Windows Update installed and crashed again forcing me to system restore again to get back to a stable point.)

    BIOS Version/Date: Insyde Corp. V1.10, 2015-09-11
    SMBIOS Version: 2.8
    Embeded Controller Version: 1.05

    As I purchased the laptop in 2016, I would think that this is the BIOS that came with the machine.

    Hope that helps. Usually, fixes are not this much of a headache. And, although, I can afford a new laptop -- I would prefer not to be wasteful. I think that this machine can run in theory, but it is getting there that seems to be harder than usual with this issue.
  • lkernan
    lkernan Member Posts: 16

    Tinkerer

    EDITED last post - do not have FORM permission:

    Okay, ran msinfo32.exe. 

    Win 10 Home ver. 10.0.17134 Build 17134.

    Processor: AMD A8-7410 APU with AMD Radeon R5 Graphics -- I think it is an M335 (not fully sure as I jotted down the number as the Windows Update installed and crashed again forcing me to system restore again to get back to a stable point.) Just rechecked Win Update and it is M335.

    BIOS Version/Date: Insyde Corp. V1.10, 2015-09-11
    SMBIOS Version: 2.8
    Embeded Controller Version: 1.05

    Cumulative Update - Win 10 Version 1803 - successfully installed, 2018-07-20. I also checked the updates history, says that there were errors with the AMD Hifg Def Audio Drivers.

    As I purchased the laptop in 2016, I would think that this is the BIOS that came with the machine.

    Hope that helps. Usually, fixes are not this much of a headache. And, although, I can afford a new laptop -- I would prefer not to be wasteful. I think that this machine can run in theory, but it is getting there that seems to be harder than usual with this issue.
  • JackE
    JackE ACE Posts: 45,202 Trailblazer
    >>>As I purchased the laptop in 2016, I would think that this is the BIOS that came with the machine.>>>

    Yes, OK. Please try to enter the BIOS menu by tapping the F2 key on a cold boot. Then confirm the D2D recovery option is enabled in the Main tab. F10 to save settings and exit. Then retry the ALT+F10 ACER-Win10 vreset. I'm troubled this hasn't worked because it suggests a hard drive issue even though you were finally able to get the generic Wi10 installed. Jack E/NJ

    Jack E/NJ

  • lkernan
    lkernan Member Posts: 16

    Tinkerer

    The partition was fully formatted and has Win 10 on it -- not the original install. Beyond that, the HDD was replaced with a solid state drive (SSD). That is why I am pretty sure it is not an HDD issue. But cannot rule out all hardware. Thought I would mention that. You are suggesting that I do a cold factory reset on the partition?
  • JackE
    JackE ACE Posts: 45,202 Trailblazer
    On the original HDD, the ACER recovery partition would've been hidden & totally separate from the re-formatted partitions with the Win10 system & boot files. Unless you specifically re-formatted every single partition on the original HDD, the ACER recovery partition should still be there. And if you cloned the HDD onto the SSD, the ACER recovery partition should be on the SSD as well. Jack E/NJ

    Jack E/NJ

  • lkernan
    lkernan Member Posts: 16

    Tinkerer

    I think anything on the HDD or SDD got wiped. Is there an ACER recovery partition in computer or motherboard outside of that? I have an ACER recovery media flash drive that they sent back in 2016 when I was having install issues.
  • JackE
    JackE ACE Posts: 45,202 Trailblazer
    >>> I have an ACER recovery media flash drive that they sent back in 2016 when I was having install issues. >>>

    Bingo! That USB media stick should do it! Next question --- do you know where it is? Jack E/NJ

    Jack E/NJ

  • lkernan
    lkernan Member Posts: 16

    Tinkerer

    Yes. I have used it before. Same issue. I will try again. Also, would getting a new one today be any different than the one I got in 2016?
  • JackE
    JackE ACE Posts: 45,202 Trailblazer
    >>>Yes. I have used it before. Same issue. I will try again. Also, would getting a new one today be any different than the one I got in 2016? >>>

    I don't think new ACER installation media would make any difference. If the issue persists after trying the reset again with this media, a hardware or BIOS firmware issue is likely. I usually recommend against BIOS updates on a working machine if no issues exist or if they are minor annoyances.  This is because the risk of bricking the machine is quite high even using the ACER firmware executables from inside Windows. However, if you feel this is more than an annoying issue that is unacceptable, then you might try to update to v1.10 since it specifically addresses v1.05 which you think was the original firmware version on your machine. Jack E/NJ

    Jack E/NJ