How to get quick and efficient help in the Community Tablets

Tommy-Acer
Tommy-Acer VIP Posts: 6,317 Seasoned Specialist WiFi Icon
in 2014 Archives

We have provided the Community so that our users can post questions and answers to assist one another, and to allow users to read and learn from questions posted by other users.
To further assist with the collaboration, our community has Kudos and Solution buttons on each post, to reward great posts and answers which resolve a question.
We encourage all of our users to give Kudos to good answers they find on the community and for posters to click the Solution button on any answer which resolves their question.

Here are some tips you can use when getting started in the community. We would suggest looking in two places before you post a question.

  • First, look at our knowledge base.  We have provided answers to many of the commonly asked questions here,
  • If your question is not answered in the knowledge base, please use our built-in search functionality to see if anyone has posted a similar question and been answered.


Finally, if you are unable to resolve your question with the knowledge base or the search feature, you may want to post your own question.
Following the below steps will allow everyone in the community to have a large amount of knowledge about your system and your question.

  1. Be sure that you include what product model you have.

  2. Include the operating system that you have on your product.
    If you have upgraded or changed the operating system, include that information.

  3. Clearly and specifically discuss the problem that you are having, including how to reproduce it.
    If there are error messages, include them as they appear on the screen.
    Applications you are having difficulty with should be listed.  If you have the version number that is helpful.

  4. Be patient while you wait for an answer.  This community is about users assisting users.
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Answers

  • bondroid
    bondroid Member Posts: 29 New User
    Agree tommy :-)
  • padgett
    padgett ACE Posts: 4,532 Pathfinder

    Double about stating what device and what operating system. It is unlikely that anyone will respond if the platform is not stated, are just too many.

     

    I do think it would help if this forum was split into Windows and Android, it is rare that someone will have both.

  • garybracy
    garybracy Member Posts: 2 New User
    I agree
  • Sharanji
    Sharanji ACE Posts: 4,328 Pathfinder

    I agree.

  • saywot
    saywot Member Posts: 64 Troubleshooter
    don't hold your breath for a reply no matter how detailed or accurate your question might be.
    I don't think that this help forum is monitored by any ACER staff as once they've sold you the device their interest in you wanes.

    There's patience and there's patience. I waited a week for an answer to a simple question, asked the same question on another forum and it was answered in an hour, so I answered my own question here and marked it solved.
  • acero
    acero Member Posts: 1 New User

    And i agree too. Smiley Happy

  • padgett
    padgett ACE Posts: 4,532 Pathfinder

    MODERATORS: Could we please split this forum into "Windows" and "Android" ? Those of us with W500s, W700s, W510s, and W3s have more in common with Aspire netbooks than with Android tablets.

  • Phil-3
    Phil-3 Member Posts: 1,181 Seasoned Practitioner WiFi Icon

    Hi padgett,

     

    Thanks for the suggestion!

     

    I will be sure the Community Administrator is made aware of it.

     

     

  • saywot
    saywot Member Posts: 64 Troubleshooter
    how patient is "be patient"

    there are unanswered questions in this forum that are months and months old.

    surely there is a representative from the manufacturer that visits from time to time to lend a hand.

    the moderators just seem to exist as editors to make sure the swearing (from unendurable frustration) is kept to a minimum.
  • ElizabethS
    ElizabethS Member Posts: 845 Practitioner WiFi Icon

    As has been noted before, saywot, this is a peer to peer support forum. We cannot force your peers to take an interest in your particular issue. It could also be that nobody else has experience with it.   While some Acer employees do drop by from time to time, they are not obligated to spend their time answering technical questions on the forum.

  • padgett
    padgett ACE Posts: 4,532 Pathfinder

    You need to understand something, the Internet and its devices, particularly new ones are very complex devices (and the Microsoft bloatware & add-ins does not help).

     

    For example I have two Windows 8 installations. One came with a W3 tablet and was 17 GB. I just built a stripped down Win 8 Enterprise that was 7 GB but had no add-ins.

     

    Really there are five major divisions in the consumer market today: Windows, OS/X, Linux, Android, and iOS. (In reality the last four are all vaiants of Linux which itself is a branch of Unix).

     

    Because of their implimentations, each is different enough to need to be handles seperately. If you have an Android tablet, a Windows adherant is not going to be able to help.

     

    Personally I find Windows to be more flexible for all of my needs though there is an Andoid tab in my cars since I do not have the W3 out of testing yet. Also have examples of all the others since I enjoy playing with them. The one thing all seem to have in common is a Music directory.

     

    Acer (like HP, Dell, and Gateway) is a manufacturer of computers (mainly Windows and Android) like any of the over 2,000 automobile manufacturers in the 1920's they assembe parts from a number of different sources: chipsets from SanDisk, Intel, Nvidia, and Broadcom to name a few and to a great extent are reliant on the OEMs to provide drivers and information.

     

    Now Acer, Microsoft, and Intel seem to have a special relationship in that in recent years Acer is often the lead on "new stuff" like the ventless designs and there is a reason that when you open that "other" 20MB driver package for a W510 or W3 it says "Intel".

     

    The Acer support/chat lines are manned by dedicated but junior people who essentially function as "script kiddies" who punch a problem in a computer and parrot back  the answer. If they actually can understand the answer they become "tier 2". You have to get to tier 3 before you reach someone really knowlegable and they may be on loan from Microsoft or Intel. Acer knows a lot about how to replace a SSD but not so much about why a Wireless connection is running very slow.

     

    As to finding a BIOS programmer, they are mostly kept in cages and fed twinkie-substitutes.

     

    The other issue is that while real service manuals (Dash 0nes) exist, for the most part they are consdered proprietary (IBM used to puublish technical manuals for PCs. That stopped with PC-DOS 3.0) Microsoft had something similar but all were severely redacted.

     

    That leaves the Internet forums and there are a lot, particularly ones for developers but to get an answer on those you have to prove you can understand it.

     

    Which brings us back to the Acer forum. For me it is a stress reliever since there is no responsibility and can confine myself to devices/questions of interest and often I find out things (like the ability of a W3 to read a 64GB SD card though I would need to test that it can address all 64GB and not just the first 32.

    (seen before, have the Tshirt, gave it away). This is where a tech manual would be nice, I could look at the address buffer and know what it could handle).

     

    So Saturday morning and I need to clean out the garage once I finish my coffee.

     

  • padgett
    padgett ACE Posts: 4,532 Pathfinder

    This is being kinda like a blog Smiley Happy

     

    Acer still has not split Windows and Android tab forums, guess they either have their reasons or no-one knows how.

     

    Now some time later and can verify both my W3 and W510 are able to load and use a real 64GB Sandisk "Ultra" - can store about 7 DVDs and 200 Albums on one. The Android tab in my car (Galaxy Tab 2 7.0) does not. Have also been told by SanDisk that both the sdhc 32gb and the sdxc 64gb have the same power requirements. It also seems evident that CT devices are limited for peripherals to UB 2.0 speeds (real world about 24MB/s sequential read)

     

    Neither tabs (seems a Win8 issue) are compatible with a BU-353 GPS receiver but a Microsoft (Garmin) model 172 works just fine. I have a BU-353-S4 coming in that is supposed to be Win8 compatible. We can only hope that the BT Z3770 devices this fall will have enough power for an internal GPS.

     

    Keep in mind that my ultimate purpose is a pocketable device that can provide complete functionality in a car. This means in addition to the normal Windows stuff, engine diagnostics, sat-nav, entertainment, and back up camera display. Oh and a simple locking docking station so I do not have to pocket it whan using valet parking.

     

    Keep in mind that this is my hobby and while answering simple questions is a stress reliever, I can only respond reliably about things I have and can test. For Acer devices this is currently a pair of Netbooks, W510, W3, and a 23" monitor.

     

    Meanwhile back at Acer please provide manifest lists for drivers and such on the support pge http://us.acer.com/ac/en/US/content/drivers . This means something that tells what is in there and what are the changes btween revisions. Also please be consistant: for the W510 revisions are numbers e.g. 2.12. For the W3 one is 1.0 and the other 1.00...A (and the Bios is 1.03_A_A).

     

    If we knew what the differences were, it would be much easier to identify problems.

  • ngrignon
    ngrignon Member Posts: 7 New User

    Food for thoughts directed at ACER mods: The best trusted companies are generally the ones that answer quickly their customers and offer quick and good follow up service and update about the product they sell.

     

    Acer could really be more involved in the follow up of their products. The very poor forum help from Acer on its "official" forum is a bit disturbing and don't provide a good trusting attitude from the customer when their questions are completely ignored by ACER officials. With this kind of customers service, I'm less eager to buy another Acer product in the future. 

  • ElizabethS
    ElizabethS Member Posts: 845 Practitioner WiFi Icon

    This is a peer to peer support forum. It is not monitored by Acer for the purpose of resolving technical issues or questions. For such assistance, you need to contact Acer directly.

  • padgett
    padgett ACE Posts: 4,532 Pathfinder

    Could say something about the support I have gotten asking for help directly. Won't.

  • Leho
    Leho Member Posts: 525 Mr. Fixit WiFi Icon

    I could say something about direct help too, but I won't either.

    Leho

  • Glennpelayo
    Glennpelayo Member Posts: 1 New User
    Anyone has any solution on a frozen acer a500 , stuck on acer logo!!!
  • padgett
    padgett ACE Posts: 4,532 Pathfinder

    Have seen a couple of messages from Tablet people who can't boot. My netbooks have stickers on the bottom with model number, serial number, SNID, mfg date, and Microsoft keys. Tablets don't.

     

    I have gotten in the habit of scanning in or taking a picture of the information on the box plus any keys and keeping a record on my main computer. That way if the device won't boot I have a way to make the Acer service dept. talk to me.

     

    Even better is to register with Acer but if paranoid about privacy then at least you have a record.

  • Sharanji
    Sharanji ACE Posts: 4,328 Pathfinder
    hi.... There is no physical label with the serial number on the Android tablet, but there is a label with the tablet’s SNID number on the underside of the MicroSD/SIM card cover. Also, both the serial number and the SNID number can be found in the tablet’s menus. To locate both the serial and SNID numbers, simply follow the steps below: From the Home Screen, tap on Apps, and then Settings. Tap on About Tablet, and then Device Information. Note: To avoid confusion, serial numbers on Acer computers will not use the letter "O", they will only use the number "0" Regards
  • Sharanji
    Sharanji ACE Posts: 4,328 Pathfinder

    Hi..

     

    You need to contact support to resolve this issue

    Try to chat with technical support.

     

    http://us.acer.com/ac/en/US/content/service-contact

     

     

    Regards

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