Aspire TC-865 crashing and rebooting

kjaybee
kjaybee Member Posts: 3 New User
edited March 1 in 2020 Archives
I got a new (6 month old) TC-865 running windows 10. It constantly crashes and reboots (anywhere within 5 minutes to 30 minutes). I updated it with all the latest and the greatest Windows patches. Other than Chrome, I do not have other apps installed.

Per Acer tech support, I restored my PC to factory settings. The crashes continue. Tech support wants me to ship the desktop which may take 2-3 weeks of troubleshooting. It amazes me that Acer does not have a on-call tech expert to check my desktop online and troubleshoot. I am student and need my desktop for homework.

Did others face the same problem with TC-865 crashing non-stop? If so, any help with troubleshooting will be appreciated.

Answers

  • MartinJohn00001
    MartinJohn00001 Member Posts: 636 Seasoned Specialist WiFi Icon
    @kjaybee
    Hi, the reason the tech had informed you to ship the unit is because you have tried the maximum steps that could be done at home. You said that you have already done a factory reset. If you feel that your unit is under warranty check the below link and contact the support in your area.
    http://www.acer.com/worldwide/support/

    Kindly click "YES" to "Did this answer the question" if my answer helped you!      
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  • MaClane
    MaClane ACE Posts: 35,598 Trailblazer
    Good afternoon kjaybee !

    By its description and Acer's request to send, there is the possibility of being a hardware problem that must be checked, tested and evaluated in a technical laboratory.
    My advice is to send your device.


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  • kjaybee
    kjaybee Member Posts: 3 New User
    Hi MaClane. Thanks for the prompt response.

    It would be nice if they can walk me thru or do a remote desktop session with me. Issue could be identified if some expert checks the system log/error files. If resolved, it would save time and money for both me and Acer. Shipping probably would cost me 20$-40$, plus 3 weeks of downtime, which I cannot afford. I got loads of homework to submit on weekly basis.


    There's got to be a better way to troubleshoot than blindly shipping it to the lab.
  • MaClane
    MaClane ACE Posts: 35,598 Trailblazer
    Being hardware, a remote access could not solve nor identify properly.
    In addition, the use of remote access, depending on the region and country, violates privacy laws.

    Se minha resposta foi útil, deixe um Curtir, marque como Solucionado e clique em Promover!
    Caso contrario, fico a disposição para tentarmos sanar suas duvidas e resolver seus problemas!
    Atenciosamente:  J. MaClane™

    If my answer was helpful, leave a Like, flag as Fixed and click Promote!
    Otherwise, I am willing to try to heal your doubts and solve your problems!
    Sincerely, J. MaClane ™


    For users of the English, Spanish, French and German Community, I will be using Google Translate!
              
  • kjaybee
    kjaybee Member Posts: 3 New User
    I  understand where you are coming from.

    But, I still think some Acer expert should give it a try. If it is a bios/driver related issue, a quick 15-30 minute call probably would fix my problem.
  • euphoria5150
    euphoria5150 Member Posts: 2 New User
    edited February 2020
    Depends on what you mean by crashing... mine was 'turning off' like in a snap! (Loss power, like) I called Acer they wanted to restore my factory defaults, etc. I knew from the start it was a 'power supply' issue (worked on pcs for better part of my life); But I did all the BIOS/ Windows updates, patches, monitored the voltage (w/apps), examined the Event Viewer daily ("Kernel Power 41" error), ran clean power to the system (bypassing the multiple surge protectors in the office, new power cord). Thought it was fixed for a few weeks, but came back and would reboot all the time. After it was 6 times a day rebooting, I was fed up and went out and bought a 500 w. power supply ($55 bucks) locally and installed it, (hint: there is a metal clip/tab/button underneath the existing PSU to release it out of the case- you'll thank me) and it FIXED my issue. My Acer system didn't crash again,. I've also added another 8 GB of PC-4 RAM to the system and it's running really great and fast now. I'm happy!