Brand new Nitro 5 no backlight

jbarmcake
jbarmcake Member Posts: 5 New User
edited December 2023 in 2020 Archives
Hi,

Model NH.Q6ZEK.005   (R5 3550H, GTX1650)

 A non tech savvy friend has just had this model of Nitro 5 delivered - on starting for the very first time, the screen was blank so over phone video chat we've gone though some troubleshooting.

The laptop works over HDMI to his TV and we have determined with a torch that the backlight of the laptop is off - the screen is clearly on under the light of the torch. The backlight never came on at all at any point of starting the laptop - no splash screen or anything prior to windows booting. What we need to find out now is whether it's likely to be physically faulty or whether there is a possible fix before sending it back.

There seems to be no battery reset pin on this model so he disconnected the charger, shut down, removed hdmi and held down the on button for 2 full minutes. Is this the normal method of a battery reset or is there another method?

Is there likely to be a bios issue?  I'm thinking driver issue is unlikely. 


Answers

  • This model has the battery reset via the power button. turn off the notebook and disconnect the power adapter. Then press the power button for 12 seconds. Now, what happens when you press the fn + f6 button? Does the display light up?
    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
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  • jbarmcake
    jbarmcake Member Posts: 5 New User
    Thanks for your reply!

    There's still nothing after doing this - we tried as long as 2minutes holding the power button and also unplugging the power brick from the wall to drain the power from the brick.

    Still nothing! I'm thinking he has got a 'dud' !
  • GAMING6698
    GAMING6698 ACE Posts: 8,089 Trailblazer
    @jbarmcake
    Fn+F10
    (Hold fn then keep pressing F10 key)
    windows 10/11 optimization guide for gaming 
    Windows 10/11 optimization guide for gaming — Acer Community

    My AN515-43 laptop UserBenchmark-
    https://www.userbenchmark.com/UserRun/51514566
  • @jbarmcake Are you referring to the display backlight and or are you referring to the keyboard backlit?
    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! :) 
  • jbarmcake
    jbarmcake Member Posts: 5 New User
    It's the display backlight that isn't working. It has been dark from turning it on from out of the box for the first time.
    We determined this by shining the torch on the screen.

    Gaming6698 - thanks but i think you might be referring to the FN key to turn the keyboard backlight on/off which isn't the problem (On Nitro 5 it's F9) 
  • When you press this region with your hands, does the display light up?

    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! :) 
  • jbarmcake
    jbarmcake Member Posts: 5 New User
    Thanks for your efforts egy but still no luck!
  • Can you still exchange the notebook with the seller?
    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! :) 
  • jbarmcake
    jbarmcake Member Posts: 5 New User
    edited June 2020
    Hi egydiocoelho,

    Yes, he is now going to sort out returning/exchanging the laptop.

    It seems like it is a faulty unit. It doesn't look like anybody else has had a similar problem with this laptop - he's just unlucky!




  • You made the best decision. Accept my answer that helped you solve the problem.
    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! :)