acer care not working Predator 500

lastofthefew
lastofthefew Member Posts: 49 Troubleshooter
edited October 2023 in 2020 Archives
Predator 500 PH517-51 
win 10 home x64 1909 latest updates
acer care 3.00.3008 

Acer care wont open. dbl click and icon flashes in tray then nothing.
tried acer care check tool.exe ..wont run
tried versions 3.00.3006 , 3.00.3007 , 4.00.3002 none worked
tried acer care app from MS store . no work 

Any Ideas ? 
«1

Answers

  • lastofthefew
    lastofthefew Member Posts: 49 Troubleshooter
    edited February 2020
    Acer Quick access not opening either 
    updated to latest version 2.01.3028 
    tried repair / reset app from app settings .. no work
    can recall last time i used either care or access but there have been a few windows updates during that time maybe one of them killed the apps ?

    obviously interrelated.  
  • Hi,
    I think reinstalling the application might help after uninstalling the current installation completely(deleting reminiscent files), please download Revo Uninstaller or similar utility, uninstall Acer care installation using Revo uninstaller,  scan for left over files and delete them, reboot and download Acer care from Acer support site.
      https://www.acer.com/ac/en/GB/content/support-product/7604?b=1
    https://www.revouninstaller.com/products/revo-uninstaller-free/
    https://www.xsplit.com/support/useful-tools/using-revo-uninstaller
  • lastofthefew
    lastofthefew Member Posts: 49 Troubleshooter
    Hi,
    I think reinstalling the application might help after uninstalling the current installation completely(deleting reminiscent files), please download Revo Uninstaller or similar utility, uninstall Acer care installation using Revo uninstaller,  scan for left over files and delete them, reboot and download Acer care from Acer support site.
      https://www.acer.com/ac/en/GB/content/support-product/7604?b=1
    https://www.revouninstaller.com/products/revo-uninstaller-free/
    https://www.xsplit.com/support/useful-tools/using-revo-uninstaller
    uninstalled quick access & care using revo. scanned and deleted leftovers.
    rebooted and installed access  2.01.3028  , care 3.00.3008 
    rebooted and tested . both failed to open 

  • lastofthefew
    lastofthefew Member Posts: 49 Troubleshooter

    From Event viewer

    CareCenter.exe
    3.2.8008.0
    5b7118a8
    d3d9.dll
    10.0.18362.387
    c808fce5
    c000001d
    00000000000acd21
    8e0
    01d5ee355df9bc2f
    C:\Program Files\WindowsApps\AcerIncorporated.AcerCareCenter_3.0.3008.0_x64__48frkmn4z8aw4\Win32\CareCenter.exe
    C:\WINDOWS\SYSTEM32\d3d9.dll
    9d03334f-233b-4bba-98ac-7b3ebfaf8baf
    AcerIncorporated.AcerCareCenter_3.0.3008.0_x64__48frkmn4z8aw4
    AcerCareCenter.Package


    Application: CareCenter.exe Framework Version: v4.0.30319 Description: The process was terminated due to an unhandled exception. Exception Info: exception code c000001d, exception address 00007FF94F7DCD21 


    2043138829149590059
    5
    MoAppCrash
    Not available
    0
    AcerIncorporated.AcerCareCenter_3.0.3008.0_x64__48frkmn4z8aw4
    praid:AcerCareCenter.Package
    3.2.8008.0
    5b7118a8
    d3d9.dll
    10.0.18362.387
    c808fce5
    c000001d
    00000000000acd21
    \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER60F5.tmp.dmp \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER623E.tmp.WERInternalMetadata.xml \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER624F.tmp.xml \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER625C.tmp.csv \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER627D.tmp.txt
    0
    9d03334f-233b-4bba-98ac-7b3ebfaf8baf
    268435456
    785b3f294461a673ec5aaff0aa44d22b
    0
  • lastofthefew
    lastofthefew Member Posts: 49 Troubleshooter
    Log Name:      Application
    Source:        Application Error
    Date:          28/02/2020 11:24:25 PM
    Event ID:      1000
    Task Category: (100)
    Level:         Error
    Keywords:      Classic
    User:          N/A
    Computer:      DESKTOP-RK1DL09
    Description:
    Faulting application name: QuickAccess.exe, version: 2.1.3028.0, time stamp: 0x5d8c62ff
    Faulting module name: d3d9.dll, version: 10.0.18362.387, time stamp: 0xc808fce5
    Exception code: 0xc000001d
    Fault offset: 0x00000000000acd21
    Faulting process id: 0x1c88
    Faulting application start time: 0x01d5ee3633f7483f
    Faulting application path: C:\Program Files\Acer\Acer Quick Access\QuickAccess.exe
    Faulting module path: C:\WINDOWS\SYSTEM32\d3d9.dll
    Report Id: 482df1f7-63d5-4ab2-b6d0-93c625489a17
    Faulting package full name: 
    Faulting package-relative application ID: 
    Event Xml:
      <System>
        <Provider Name="Application Error" />
        <EventID Qualifiers="0">1000</EventID>
        <Level>2</Level>
        <Task>100</Task>
        <Keywords>0x80000000000000</Keywords>
        <TimeCreated SystemTime="2020-02-28T12:54:25.126720800Z" />
        <EventRecordID>25148</EventRecordID>
        <Channel>Application</Channel>
        <Computer>DESKTOP-RK1DL09</Computer>
        <Security />
      </System>
      <EventData>
        <Data>QuickAccess.exe</Data>
        <Data>2.1.3028.0</Data>
        <Data>5d8c62ff</Data>
        <Data>d3d9.dll</Data>
        <Data>10.0.18362.387</Data>
        <Data>c808fce5</Data>
        <Data>c000001d</Data>
        <Data>00000000000acd21</Data>
        <Data>1c88</Data>
        <Data>01d5ee3633f7483f</Data>
        <Data>C:\Program Files\Acer\Acer Quick Access\QuickAccess.exe</Data>
        <Data>C:\WINDOWS\SYSTEM32\d3d9.dll</Data>
        <Data>482df1f7-63d5-4ab2-b6d0-93c625489a17</Data>
        <Data>
        </Data>
        <Data>
        </Data>
      </EventData>
    </Event>
  • lastofthefew
    lastofthefew Member Posts: 49 Troubleshooter
    common faulting module 
    Faulting module name: d3d9.dll, version: 10.0.18362.387

  • common faulting module 
    Faulting module name: d3d9.dll, version: 10.0.18362.387

    Hi,
    Try running SFC /scannow command, if that doesn't fix the .dll error, use DISM / command and run sfc / command again(at least 3 times), please follow the instructions in this tutorial:https://www.tenforums.com/tutorials/2895-run-sfc-command-windows-10-a.html
    https://www.windowscentral.com/how-use-dism-command-line-utility-repair-windows-10-image#dism_repair_image_windows10
  • lastofthefew
    lastofthefew Member Posts: 49 Troubleshooter
    followed this  https://support.microsoft.com/en-us/help/929833/use-the-system-file-checker-tool-to-repair-missing-or-corrupted-system

    dism successful
    sfc pass 1 found errors and fixed automatically
    sfc pass 2 & 3 no errors
    rebooted 

    access & care fail to open . programs flash in tray for a second or 2 is if to open then nothing.
  • brummyfan2
    brummyfan2 ACE Posts: 28,474 Trailblazer
    edited February 2020
    Hi,
    You could try updating Windows 10 to version 1909(18363.693), might resolve the problem, go to Settings, click Update and Security tile and update.
  • lastofthefew
    lastofthefew Member Posts: 49 Troubleshooter
    Hi,
    You could try updating Windows 10 to version 1909(18363.693), might resolve the problem, go to Settings, click Update and Security tile and update.
    windows currently at 1909 ( 1863.693 ) 

    Event viewer log for access

    Description:
    Windows cannot access the file  for one of the following reasons: there is a problem with the network connection, the disk that the file is stored on, or the storage drivers installed on this computer; or the disk is missing. Windows closed the program Quick Access because of this error.

    Program: Quick Access
    File: 

    The error value is listed in the Additional Data section.
    User Action
    1. Open the file again. This situation might be a temporary problem that corrects itself when the program runs again.
    2. If the file still cannot be accessed and
    - It is on the network, your network administrator should verify that there is not a problem with the network and that the server can be contacted.
    - It is on a removable disk, for example, a floppy disk or CD-ROM, verify that the disk is fully inserted into the computer.
    3. Check and repair the file system by running CHKDSK. To run CHKDSK, click Start, click Run, type CMD, and then click OK. At the command prompt, type CHKDSK /F, and then press ENTER.
    4. If the problem persists, restore the file from a backup copy.
    5. Determine whether other files on the same disk can be opened. If not, the disk might be damaged. If it is a hard disk, contact your administrator or computer hardware vendor for further assistance.

    ran chkdsk /f no errors found 

    think ill just uninstall both and leave it at that as i rarely use either anyway. still it bugs me that they dont work 
  • I believe that the Acer Care Center and Acer Quick Access programs require the net framework
    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em sim! If you liked my answer, mark it as a solution by clicking on yes!
    Aceite somente a resposta que ajudou a solucionar o seu problema! Please accept only the response that helped to solve your problem!
    Detection tool click here to find the serial number or partnumber of your model!                                                          
                                                      
                                                     egydiocoelho Trailblazer
     
    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
    Para usuários da comunidade inglesa, espanhola, francesa e alemã, usarei o google tradutor! :)
    For users of the English, Spanish, French and German community, I will be using google translator! :) 
  • lastofthefew
    lastofthefew Member Posts: 49 Troubleshooter
    I believe that the Acer Care Center and Acer Quick Access programs require the net framework
    There have been recent update's to my net framework.  Perhaps an update killed care /access . 
    When care was opening it never updated anything despite there being new drivers available for predat or sense and access . 
    If it's not going to update automatically it's not worth the drama to fix.
    Thanks for your help people. 
    I've uninstalled both. 
  • OK! However, have you at least tried to reinstall windows by pressing alt + f10?
    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em sim! If you liked my answer, mark it as a solution by clicking on yes!
    Aceite somente a resposta que ajudou a solucionar o seu problema! Please accept only the response that helped to solve your problem!
    Detection tool click here to find the serial number or partnumber of your model!                                                          
                                                      
                                                     egydiocoelho Trailblazer
     
    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
    Para usuários da comunidade inglesa, espanhola, francesa e alemã, usarei o google tradutor! :)
    For users of the English, Spanish, French and German community, I will be using google translator! :) 
  • lastofthefew
    lastofthefew Member Posts: 49 Troubleshooter
    The programs are not worth the hassle of Reinstaling windows. Machine operates flawlessly without them and I only used them a few time's  
  • There is a version 4.00.3012, which is the most recent. I will send it to your email so you can test it.
    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em sim! If you liked my answer, mark it as a solution by clicking on yes!
    Aceite somente a resposta que ajudou a solucionar o seu problema! Please accept only the response that helped to solve your problem!
    Detection tool click here to find the serial number or partnumber of your model!                                                          
                                                      
                                                     egydiocoelho Trailblazer
     
    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
    Para usuários da comunidade inglesa, espanhola, francesa e alemã, usarei o google tradutor! :)
    For users of the English, Spanish, French and German community, I will be using google translator! :) 
  • lastofthefew
    lastofthefew Member Posts: 49 Troubleshooter
    There is a version 4.00.3012, which is the most recent. I will send it to your email so you can test it.
    I tried care 4.00.3002 the latest  found and it didnt work? 
  • So I recommend that you try to install the net framework 3.0.
    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em sim! If you liked my answer, mark it as a solution by clicking on yes!
    Aceite somente a resposta que ajudou a solucionar o seu problema! Please accept only the response that helped to solve your problem!
    Detection tool click here to find the serial number or partnumber of your model!                                                          
                                                      
                                                     egydiocoelho Trailblazer
     
    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
    Para usuários da comunidade inglesa, espanhola, francesa e alemã, usarei o google tradutor! :)
    For users of the English, Spanish, French and German community, I will be using google translator! :) 
  • lastofthefew
    lastofthefew Member Posts: 49 Troubleshooter
    So I recommend that you try to install the net framework 3.0.
    Net framework 3.5 is installed which comes with 3.0 and 2.0
    Net framework 4.8 also installed and updated to latest version 

  • Have you tried downloading the care center s from the microsoft store?
    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em sim! If you liked my answer, mark it as a solution by clicking on yes!
    Aceite somente a resposta que ajudou a solucionar o seu problema! Please accept only the response that helped to solve your problem!
    Detection tool click here to find the serial number or partnumber of your model!                                                          
                                                      
                                                     egydiocoelho Trailblazer
     
    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
    Para usuários da comunidade inglesa, espanhola, francesa e alemã, usarei o google tradutor! :)
    For users of the English, Spanish, French and German community, I will be using google translator! :) 
  • lastofthefew
    lastofthefew Member Posts: 49 Troubleshooter
    Have you tried downloading the care center s from the microsoft store?
    Yes 
    Removing latest update to net framework now see if that fixes it. As I get a report of framework error associated with care in the event viewer