USBC to HDMI adapter not working with SA5-271P

I used to be able to use the USBC to HDMI adapter supplied with my SA5-271P to connect to an external monitor. I had made a setup with a USBC hub able to handle 100W, a 60W USB charger, a hard drive, and the HDMI monitor connected to the HUB. Life was good.

Then I had a problem reported by other users where my laptop appeared to have died with no power on the USB ports. I sent it to repair and they sent it back to me saying there was no problem. Apparently when the battery completely drained, the computer was able to re-start. When I received back, whenever I connect any video adapter to the USBC port, I get a "Display Connection may be limited" message. Every component works with other devices and so does the hard drive both, when connected directly to the USBC port and through the Hub.

The only change appears to be that, after my computer going catatonic, no video adapters seem to work when connected to the USBC port on it. I do not know if the two issues could be related though. Running windows update had no effect in solving the problem.

The only suggestion I can find on the Microsoft page is "try to use a different cable" which I could agree with, since my HDMI cables are not new and therefore may not support 4K (neither does my monitor) except that it worked for a short while. Does anybody have an idea about how to get around this?

Accepted answers

JackE

If they're US based, go to this link and enter your laptop serial number id (SNID). https://www.acer.com/ac/en/US/content/support If it's found then try to arrange for a warranty repair for a C port input/output failure to battery & external monitor. If it's not found, report back. Jack E/NJ

All comments

JackE

>>>since my HDMI cables are not new and therefore may not support 4K (neither does my monitor) except that it worked for a short while>>>

Some models came equipped with a miniHDMI port. Is it this miniport that worked for a short while or the Cport-2-HDMI? Jack E/NJ

GGQ

JackE, yes, my computer came with a USBC to HDMI, even labeled with the ACER logo, which worked fine at first. I subsequently purchased another two that I used in different settings. Now, none of the three is working from the USBC on the computer but work out of my phone. I have another USB 3.0 dock station and the video output works flawlessly on that one.

JackE

Sorry that's not what I meant. Does your laptop have both a miniHDMI port and a C port or just a C port? And what did you purchase another two of? Two more of the same laptops? Jack E/NJ

GGQ

Oh, I hadn't understood the question. For the sake of clarity I am going to add as detailed information as I can.

No, my computer did not come with a miniHDMI port. It only has one USB 3.0 and one USB C ports. Additionally, it came with a USB C to HDMI adapter which I used with a projector on the road. Then I purchased a "USB C to HDMI Adapter, IMXPW Multiport Hub Adapter, Type-C to 4K HDMI Adapter" which I used at my home office. I found myself limited on USB ports for my home studio, so I purchased a "UGREEN USB C Hub, USB Type C 3.1 Adapter with 4K HDMI, 3 USB 3.0, 100W USB C PD", then added a "45W USB Type C AC Adapter Replacement" connected on the PD port of the UGREEN adapter, which served to charge my computer through the USB C port thus allowing me to not use the charger supplied with the computer.

That setup worked for a few days, until my computer suddenly didn't woke up after sleep. The US bus had no power, so I could not connect something to discharge the battery. The computer did not accept any charge through the "normal" charging port either. So I initiated a warranty claim. The computer was returned to me saying it did not have any issue, so I assume the battery completely drained in that time and it was possible to turn the computer on again after a "hard reset"

When I got the computer back is when I started to receive the "display connection limited" message with any of the three USB C to HDMI adapters that previously had worked fine. Also, the 45 W USB charger does not charge the computer through the USB C port anymore, but still provides power to quick charge my phone. I am still able to use other USB 3.0 devices connected to the USB C hub so the only changes seems to be: 1. The video output does not work on any of the USB C to HDMI adapters and 2. The computer does not take power from the USB C port anymore.

JackE

>>>1. The video output does not work on any of the USB C to HDMI adapters and 2. The computer does not take power from the USB C port anymore. >>>

It has normal USB functionality but lost charging and display capability. As shown in the CPU block diagram below, this seems consistent with a failure of a mainboard switch and/or ITE chip that directs C port input/output to the charger & video circuits. Unfortunately both are integrated (soldered) into the mainboard. I think you already know what this means. Is the machine still under warranty? Jack E/NJ

Image: https://us.v-cdn.net/6029997/uploads/editor/nh/kqrr4w4fiwq4.jpg

GGQ

The computer should still be covered under warranty. I had purchased one from Amazon on Jan 31st, which was dead on arrival. Replaced by the one with the problem on Feb 2nd. For whatever reason, the information on record with ACER shows the computer sold somewhere earlier on 2018 which would place it outside of warranty (probably when ACER sold it to Amazon) When I received back the report of the problem I had, the report itself said "out of warranty" although I provided a proof of purchase showing less that one year since I got it. I wasn't charged though.

So, I guess initiating a second warranty claim is in order. Correct? if so, I would appreciate direction in how to correctly specify the problem, so it is accurately understood and corrected.

P.S. JackE, your help is being invaluable.

JackE

>>>When I received back the report of the problem I had, the report itself said "out of warranty" although I provided a proof of purchase showing less that one year since I got it. I wasn't charged though. >>>

Were these sold & shipped by Amazon or by a vendor with an Amazon storefront? Or do you have the Amazon link if it's still up? Jack E/NJ

GGQ

I believed I had purchased from Amazon directly, but, upon review, it turns out it was from Prime-Computer (Record SN) Store front.

JackE

If they're US based, go to this link and enter your laptop serial number id (SNID). https://www.acer.com/ac/en/US/content/support If it's found then try to arrange for a warranty repair for a C port input/output failure to battery & external monitor. If it's not found, report back. Jack E/NJ

GGQ

It is the same page where I had initiated the previous warranty claim so, it is found. I just noticed the date of purchase has been updated to 02-02-2019.

I will be initiating this second warranty claim. Thanks again for your help, JackE.

JackE

OK. Hope shipping and service go quickly and smoothly. Jack E/NJ

GGQ

I hear you. The previous time, they took 10 days to tell me everything was ok and never sent the email when the repair was complete, nor when the machine was shipped. I only found about it because I got a satisfaction survey email.

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