Acer Swift 3 black screens and unresponsive keyboard

SmithyBlacksmith
SmithyBlacksmith Member Posts: 19

Tinkerer

edited November 2023 in 2020 Archives
I've had my Acer Swift 3 laptop for almost a year now and haven't had any issues other than an occasional black screen. However, recently black screens have been an almost regular occurrence any time my laptop enters sleep mode or when I try to shut it down normally. When both happen my laptop will have a black screen and when trying to shut down it will either take MUCH longer to shut down than it should or it never shuts off at all. Furthermore, the keyboard stops working when either event happens, not even the power button will work. I've also noticed that in both cases the two lights for the display and battery stay on, especially the battery light even when I unplug my laptop. So far the only successful workaround has been to perform hard battery resets but sticking something into the small hole on the bottom of the laptop. It works for the most part, however, sometimes after that while booting the laptop back up the keyboard stops working forcing me to again perform another hard reset of the battery. So lately the only way that I can confidently shut down my laptop without experiencing these issues again is to hold down the power button when my keyboard is working. I'm starting to get concerned now as these issues continue to happen. What could be causing these issues and what can I do to prevent them from happening again? Please help me.
  
Thank you for your attention.
«1

Answers

  • SmithyBlacksmith
    SmithyBlacksmith Member Posts: 19

    Tinkerer

    This comment is just to put it out there that I made a more or less the same post but it didn't display it for me for some reason so I typed it again
  • billsey
    billsey ACE Posts: 35,309 Trailblazer
    There are a few things that can cause a sleep mode to hang though they are usually traced to a bad app that doesn't want to let go. Are you using sleep or hibernate? What happens while in Windows you try a normal shutdown?
    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • SmithyBlacksmith
    SmithyBlacksmith Member Posts: 19

    Tinkerer

    billsey said:
    There are a few things that can cause a sleep mode to hang though they are usually traced to a bad app that doesn't want to let go. Are you using sleep or hibernate? What happens while in Windows you try a normal shutdown?
    In either case of letting my laptop hibernate when idle for a period of time or if I press F1, the screen goes black and the keyboard stops working. When I perform a normal shutdown the keyboard also stops working and and black screen. One time that happened it had gone for 5 minutes without shutting down when it usually takes less than a minute to shut down however, I went out somewhere for maybe an hour and when I came back my laptop had finally shut off. So at the least my laptop experiences theses issues and then takes longer than usual to shut off. If it helps my laptop name is: Swift SF315-52G
  • Did this problem occur after upgrading windows to version 2004? Also, is your keyboard language Bulgarian or French?

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  • SmithyBlacksmith
    SmithyBlacksmith Member Posts: 19

    Tinkerer

    Did this problem occur after upgrading windows to version 2004? Also, is your keyboard language Bulgarian or French?

    Language is English and these issues were occurring before and after I installed the 2004 version update. 
  • billsey
    billsey ACE Posts: 35,309 Trailblazer
    Next time it happens, when you get back up, take a look at Event Viewer to see if you can see any errors that happen during shutdown. You can usually figure out where they would be because it is right before things start to come back up. :)
    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • SmithyBlacksmith
    SmithyBlacksmith Member Posts: 19

    Tinkerer

    billsey said:
    Next time it happens, when you get back up, take a look at Event Viewer to see if you can see any errors that happen during shutdown. You can usually figure out where they would be because it is right before things start to come back up. :)
    I still need to do that however I've made a recent observation that I think might be helpful. Recently after starting up my computer, I don't know if this has anything to do with it, but I open up a game launcher and then my keyboard froze and I could tell because the lights in my keyboard stayed on instead of turning off when my keyboard is idle. So I was able to click shut down in my menu, got the usual blue screen with the dotted ring and the word shutting down. My screen went black like a normal shut down and I heard the signature click indicating that the shutdown has been completed and after that all sounds from my laptop should stop and the small blue status light for the display should go out. But, it did not go out and I could still hear a low humming from inside the laptop anytime that it was still on and the small fan inside of it is also still running( more concerning is that the spot where my laptop gets hot after a while of use will continue to heat up) once again as far as I know there's only been one time where this has happened when my computer did eventually shut down but that was when I had left my laptop for a while and was not there to actually see it eventually shut down.
  • SmithyBlacksmith
    SmithyBlacksmith Member Posts: 19

    Tinkerer

    edited July 2020
    billsey said:
    Next time it happens, when you get back up, take a look at Event Viewer to see if you can see any errors that happen during shutdown. You can usually figure out where they would be because it is right before things start to come back up. :)
    Also I have now looked at the event viewer however I am somewhat unsure what to look for. I have come to the conclusion that every log that says a previous shutdown was unexpected is talking about each time I've performed A Hard battery reset
  • Have you checked if the processor and gpu are overheating?
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  • SmithyBlacksmith
    SmithyBlacksmith Member Posts: 19

    Tinkerer

    I don't know, all I do know is that when it's stuck during a shut down it will continue to get hotter and hotter, a spot towards the right side of my laptop where it usually gets hot after using my computer for a while
  • Is your notebook still under warranty?
    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!
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                                                     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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  • SmithyBlacksmith
    SmithyBlacksmith Member Posts: 19

    Tinkerer

    Is your notebook still under warranty?
    I don't know what you mean by notebook but if you actually mean my laptop, then I just learned that my warranty ended on Feb 14, 2020
  • SmithyBlacksmith
    SmithyBlacksmith Member Posts: 19

    Tinkerer

    Regardless, I want to figure out if I'm dealing with a software problem or a hardware problem. I believe my last resort to figure out if it is Hardware or software is to basically reset my computer to its original default state, reinstall the previous software I was using to see if the problems continue to persist or not, isn't it?
  • billsey
    billsey ACE Posts: 35,309 Trailblazer
    There are some intermediate steps you can do before that. Try booting in safe mode to see if the trouble still exists. Then try running sysconfig and disable all services except the Microsoft ones and do the same tests. Those will both potentially help if it's software and likely not if it's hardware.
    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • Yes! Check if the same problem occurs, when you press alt + f10 before the Acer logo, to reinstall windows.
    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! :) 
  • SmithyBlacksmith
    SmithyBlacksmith Member Posts: 19

    Tinkerer

    How could I know if there's a possibility that these issues are being caused by a virus or malware?
  • SmithyBlacksmith
    SmithyBlacksmith Member Posts: 19

    Tinkerer

    edited July 2020
    Additionally, it looks like my issue is strikingly similar to this:
    https://community.acer.com/en/discussion/550741/acer-swift-3-not-booting
     the only difference is the  laptop boots up unsuccessfully now my keyboard  will light up but then stay that way as if it's stuck.
  • billsey
    billsey ACE Posts: 35,309 Trailblazer
    Easiest way to check if it's caused by malware is to download and run the free version of Malwarebytes Antimalware. Let it scan and remove anything it finds (it will typically find a bunch of stuff that's not really bad, bad, just watching what you do and sending to someone who then sends you ads). If it find truly bad stuff it will clean it for you. Once it's done run it a second time to make sure that there wasn't something hiding something else. When it comes through as clean just uninstall it so it doesn't sit in the background slowing you down.
    Unfortunately that user never gave us any indication that the things we had them try worked. I still think it's likely that there's a background app that's screwing up the shutdown/sleep/hibernate process...
    So, when you looked at Event Viewer it sounds like you could find where the system started up, that's where it complained about a bad shutdown. What was just earlier than that?
    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • SmithyBlacksmith
    SmithyBlacksmith Member Posts: 19

    Tinkerer

    Events preceding them either did not look suspicious or I could not understand  what they meant however nothing before the unexpected shutdown events were labeled as errors or at least most of them I'm not sure if I can go back because numerous attempts to boot  my laptop up recently have failed
  • SmithyBlacksmith
    SmithyBlacksmith Member Posts: 19

    Tinkerer

    Update: like the other user's situation my laptop is no longer booting up at all. I press power button turns on screen is black keyboard is lit up but it is stuck the blue lights for the screen and Battery on and the blue light for the battery stays on even when I unplug the charger.