Acer ASPIRE E5-576G-5762 - Windows updated and now laptop is unresponsive after display timeout.

The_Duk3_
The_Duk3_ Member Posts: 17 Troubleshooter
edited October 2023 in 2020 Archives
Once the laptop has been idle for some time or whatever display timeout setting has been set, it just refuses to come back on after it went off. The keyboard lights are coming on, but nothing else.

The only solution is to force power down the laptop and then power it back on again.

This issue has started after windows updates started updating. Refreshing the laptop back to factory works if you do not update windows, but it's impossible not to update windows as it gets outdated. Once Windows updates start, the problem starts all over again. Updating of Nvidia or Intel drivers also did not solve my issue? This has now been going on for months and I was hoping for someone to come up with a solution, but until now nothing as yet.

Their are a lot of owners of this specific laptop model complaining about the same issue and I feel it's necessary for Acer to come up with a solution for this and fix it once and for all?

We cannot keep avoiding windows updates just to have a working laptop and I do believe this can be sorted via driver or bios updates.

Please ACER Teams, help us by resolving this issue!
«1

Answers

  • JackE
    JackE ACE Posts: 45,081 Trailblazer
    Open ControlPanel. Search 'restore point'. Click 'create a restore point' in left pane. In box the pops up, make sure System Protection is turned on so a factory reset or refresh can be avoided. This will allow Win10 updates to create automatic restore points so that the problem can be temporarily reversed until a future Win10 update resolves the issue. Meanwhile, if it happens again, try turning the screen on with the FN+F6 or FN+F5 toggle screen combinations. If unsuccessful, then select the automatic restore point and temporarily block or hide the update until it gets fixed. https://support.microsoft.com/en-us/help/4026726/windows-10-hide-updates-or-driver-updates

    Jack E/NJ

    Jack E/NJ

  • Have you tried disabling hybrid suspension in power options?
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  • The_Duk3_
    The_Duk3_ Member Posts: 17 Troubleshooter
    JackE said:
    Open ControlPanel. Search 'restore point'. Click 'create a restore point' in left pane. In box the pops up, make sure System Protection is turned on so a factory reset or refresh can be avoided. This will allow Win10 updates to create automatic restore points so that the problem can be temporarily reversed until a future Win10 update resolves the issue. Meanwhile, if it happens again, try turning the screen on with the FN+F6 or FN+F5 toggle screen combinations. If unsuccessful, then select the automatic restore point and temporarily block or hide the update until it gets fixed. https://support.microsoft.com/en-us/help/4026726/windows-10-hide-updates-or-driver-updates

    Jack E/NJ

    I will do this as a temporary solution thank you, but this has been ongoing since for the last 2 Win10 Feature updates and still not resolved.
  • The_Duk3_
    The_Duk3_ Member Posts: 17 Troubleshooter
    Have you tried disabling hybrid suspension in power options?
    Yes, I've disabled all hybrid settings and set everything to max performance with no battery saving options selected. The only option that I've selected was the screen to switch off after 5min inactive time, which is the problem it not switching back on again.
  • What is the version bios?
    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! :)
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  • The_Duk3_
    The_Duk3_ Member Posts: 17 Troubleshooter
    What is the version bios?
    Bios REV. 5
  • JackE
    JackE ACE Posts: 45,081 Trailblazer
    No. Press WIN+R. Enter 'msinfo32'. What is BIOS Version/Date in the right pane? Jack E/NJ

    Jack E/NJ

  • The_Duk3_
    The_Duk3_ Member Posts: 17 Troubleshooter
    JackE said:
    No. Press WIN+R. Enter 'msinfo32'. What is BIOS Version/Date in the right pane? Jack E/NJ
    Oh, sorry and thank you JackE

    As requested:
    BIOS Version/Date Insyde Corp. V1.45, 2018/07/23
    SMBIOS Version 3.0
  • What happens when you upgrade to version 1.49?
    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! :) 
  • The_Duk3_
    The_Duk3_ Member Posts: 17 Troubleshooter
    What happens when you upgrade to version 1.49?
    I will download 1.49 and give it try. I will let you know once tested.

    Thank you
  • The_Duk3_
    The_Duk3_ Member Posts: 17 Troubleshooter
    The_Duk3_ said:
    What happens when you upgrade to version 1.49?
    I will download 1.49 and give it try. I will let you know once tested.

    Thank you
    Bios updated and problem still exists :-:anguished:
  • OK! After you have updated the bios, enter the bios and press f9 to restore it and then f10 to save and exit. After doing this, disable fast startup and turn off the notebook to reset the battery:
    https://youtu.be/NfhgnxUJoZo
    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! :) 
  • The_Duk3_
    The_Duk3_ Member Posts: 17 Troubleshooter
    OK! After you have updated the bios, enter the bios and press f9 to restore it and then f10 to save and exit. After doing this, disable fast startup and turn off the notebook to reset the battery:
    https://youtu.be/NfhgnxUJoZo
    I've tried the above and still no luck. Problem still exists. As soon as windows switches off the screen, then it does not come back on again.
  • JackE
    JackE ACE Posts: 45,081 Trailblazer
    >>>Once Windows updates start, the problem starts all over again.>>>

    Sorry. I think we've got to try to pin down which one with system protection turned on.  Then block that particular update. This is not unusual for Win10.  https://community.acer.com/en/discussion/comment/819789/#Comment_819789  Jack E/NJ     

    Jack E/NJ

  • The_Duk3_
    The_Duk3_ Member Posts: 17 Troubleshooter
    Hi All

    Update from my side.

    I've done a fresh install of Windows with the Original Microsoft Windows ISO downloaded from Microsoft. Current version freshly installed Microsoft Windows 10 Home Version 10.0.18363 Build 18363 (1909)

    I've only installed the Acer drivers which I've downloaded from the Acer website and installed all of them except the Intel & Nvidia drivers.
    I've created a restore point just after the Acer drivers have been installed without any GPU drivers.

    Laptop is working fine with no freezing or screen problems. (Without GPU Drivers)

    1st - I've tried installing the Intel driver from the Acer website: VGA_Intel_24.20.100.6286_W10x64 - No problems experienced with only the Intel Driver.
    Then I've tried installing the Nvidia driver from the Acer Website: VGA_NVIDIA_388.63_W10x64 - Problem started immediately on 1st Sleep / Screen timeout

    2nd try - I've restored back to original point without any GPU drivers, then installed the Nvidia Driver only: VGA_NVIDIA_388.63_W10x64 - No problems experienced with only the Nvidia driver installed.
    Then I've tried installing the Intel driver from the Acer website: VGA_Intel_24.20.100.6286_W10x64 - Problem started immediately on 1st Sleep / Screen timeout

    Conclusion - The Intel & Nvidia driver cannot function correctly if both are installed on the laptop with newer builds of Windows.

    It only works with one of these drivers installed on any of the Windows versions that came after build 16299
    (I think my problem started with Windows update 1809) I cannot recall the exact version.

    Please ACER TEAM - We need you assistance in regards with this?
  • JackE
    JackE ACE Posts: 45,081 Trailblazer
    >>>I've done a fresh install of Windows with the Original Microsoft Windows ISO downloaded from Microsoft. Current version freshly installed Microsoft Windows 10 Home Version 10.0.18363 Build 18363 (1909)>>>

    Thanks for the info. But the only valid Win10 install to start from, is the OEM Win10 version that was originally on the machine when shipped from the factory with SystemProtection turned on. Then we could nail down precisely which update is creating the problem and block it. Sorry, I now believe the hidden partition of that OEM recovery version is no longer accessible or valid via the ALT+F10 cold boot method. However OEM recovery USB media is probably still available from the ACER store based on your machine's serial number id(SNID). You can try the ALT+F10 method, but it probably won't work now with the generic Microsoft version of Win10 installed. Jack E/NJ


    Jack E/NJ

  • The_Duk3_
    The_Duk3_ Member Posts: 17 Troubleshooter
    I have a backup USB which i'e tried and it works perfect without updating windows.

    Do you want me to do the Factory install and not connect to the internet at all?
    What info do you need once I've done so?
  • JackE
    JackE ACE Posts: 45,081 Trailblazer
    Yes, a factory install. But, before connecting to the internet, make sure ControlPanel's restore point app is set to ******SYSTEM PROTECTION ENABLED******.  Then when the offending Win10 updates cause the problem again, they can be immediately reversed with ControlPanel's restore point app and also temporarily blocked using Microsoft's hide Win10 update tool https://support.microsoft.com/en-us/help/4026726/windows-hide-windows-updates-or-driver-updates

    Jack E/NJ

    Jack E/NJ

  • He wants you to reinstall windows to see if the problem is resolved.
    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! :) 
  • The_Duk3_
    The_Duk3_ Member Posts: 17 Troubleshooter
    He wants you to reinstall windows to see if the problem is resolved.
    I did reinstall Windows several times before, but as soon as windows start updating to newer builds, it the problem start again.