Screen Freezes but Audio Still There - Need to Hard Restart AN515-43-R2WK

repiru
repiru Member Posts: 17 Troubleshooter
edited November 2022 in Nitro Gaming

Hello all, so let me elaborate the subject by explaining my problem.

I am using an Acer Nitro 5 laptop (AN515-43-R2WK). This has been happening for the past 3 days. There's no specific moment or scenario that triggers this; but this all happens randomly. Sometimes whenever I watch videos, the screen turns dark for a bit and then returns to normal then the freeze begins. I never experienced this when playing games though, only when browsing or doing something else. Whenever it occurs, I need to hard reset my PC. I haven't found any fixes so that's why I am asking here, what should I do to determine the cause and how to fix it? Thank you!

Here are my specs:

CPU: AMD Ryzen 7 3750H 2.3 ghz

GPU (Display): AMD Radeon RX Vega 10 Graphics

GPU (Render): Nvidia GeForce GTX 1650

RAM: DDR4 16GB

NOTE: I also saw this in my reliability center. I checked every windows failure error and it all says Hardware Error which is LiveKernelEvent with code 117. Is this enough to determine the cause?

 [Edited the thread to add model name to the title]

Answers

  • christy1
    christy1 Member Posts: 1,619 Community Aficionado WiFi Icon
    edited February 2021
    @repiru
    Try to do a power drain by removing the cables. press and hold the pin hole with a small pin at the back side of your laptop. Try to reinstall the display drivers from device manager. try windows X. go to device manager and uninstall the driver and restart the unit. dont delete the driver.
    Image result for display drivers for windows 10
    Accept if its Helpful.   B)
  • Jack22
    Jack22 ACE Posts: 4,169 Pathfinder
    @repiru
    Try to go to device manager > uninstall the display driver>restart the unit and check
    Click on 'Yes' if the comment answers your question!
  • repiru
    repiru Member Posts: 17 Troubleshooter
    hi, i have updated my display driver (AMD Radeon RX Vega 10). I will give updates whether the issue happens again. Thanks
  • christy1
    christy1 Member Posts: 1,619 Community Aficionado WiFi Icon
    repiru said:
    hi, i have updated my display driver (AMD Radeon RX Vega 10). I will give updates whether the issue happens again. Thanks
    try to reinstall it,by uninstalling and restarting the unit. it can also give you a fix. hope it will fix. post the results. good luck. 
    Accept if its Helpful.   B)
  • repiru
    repiru Member Posts: 17 Troubleshooter
    edited February 2021
    christy1 said:
    repiru said:
    hi, i have updated my display driver (AMD Radeon RX Vega 10). I will give updates whether the issue happens again. Thanks
    try to reinstall it,by uninstalling and restarting the unit. it can also give you a fix. hope it will fix. post the results. good luck. 
    hello! quick update, it still happens. i managed to get a quick recording of what happens (pardon for the quality), and you can see, the screen is already frozen and then a quick black screen pops and then the screen freeze continues.

    https://imgur.com/a/RZ8HI1X

    EDIT: I managed to do it again, and it seems to be happening when I am watching multiple videos (being in a zoom meeting, watching a video on youtube, and watching a clip on my "Movies and TV" app at the same time).

  • christy1
    christy1 Member Posts: 1,619 Community Aficionado WiFi Icon
    repiru said:
    christy1 said:
    repiru said:
    hi, i have updated my display driver (AMD Radeon RX Vega 10). I will give updates whether the issue happens again. Thanks
    try to reinstall it,by uninstalling and restarting the unit. it can also give you a fix. hope it will fix. post the results. good luck. 
    hello! quick update, it still happens. i managed to get a quick recording of what happens (pardon for the quality), and you can see, the screen is already frozen and then a quick black screen pops and then the screen freeze continues.

    https://imgur.com/a/RZ8HI1X

    EDIT: I managed to do it again, and it seems to be happening when I am watching multiple videos (being in a zoom meeting, watching a video on youtube, and watching a clip on my "Movies and TV" app at the same time).



    looks like the screen is flickering for a sec. go to bios page by tapping f2 during the startup of the unit. check on this page. press f9 and hit enter f10 and enter. let the unit restart. check after that. if its still same then do a factor reset on the unit. Image result for bios
    Accept if its Helpful.   B)
  • repiru
    repiru Member Posts: 17 Troubleshooter
    christy1 said:
    repiru said:
    christy1 said:
    repiru said:
    hi, i have updated my display driver (AMD Radeon RX Vega 10). I will give updates whether the issue happens again. Thanks
    try to reinstall it,by uninstalling and restarting the unit. it can also give you a fix. hope it will fix. post the results. good luck. 
    hello! quick update, it still happens. i managed to get a quick recording of what happens (pardon for the quality), and you can see, the screen is already frozen and then a quick black screen pops and then the screen freeze continues.

    https://imgur.com/a/RZ8HI1X

    EDIT: I managed to do it again, and it seems to be happening when I am watching multiple videos (being in a zoom meeting, watching a video on youtube, and watching a clip on my "Movies and TV" app at the same time).



    looks like the screen is flickering for a sec. go to bios page by tapping f2 during the startup of the unit. check on this page. press f9 and hit enter f10 and enter. let the unit restart. check after that. if its still same then do a factor reset on the unit. Image result for bios
    Hey there, thanks for a possible fix! I opened the BIOS and saw the advanced page however the only settings i saw there were:

    AMD-10MMU
    AMD-SVM
    Storage Device Config

    How am i able to see what u posted? thanks
  • christy1
    christy1 Member Posts: 1,619 Community Aficionado WiFi Icon
    repiru said:
    christy1 said:
    repiru said:
    christy1 said:
    repiru said:
    hi, i have updated my display driver (AMD Radeon RX Vega 10). I will give updates whether the issue happens again. Thanks
    try to reinstall it,by uninstalling and restarting the unit. it can also give you a fix. hope it will fix. post the results. good luck. 
    hello! quick update, it still happens. i managed to get a quick recording of what happens (pardon for the quality), and you can see, the screen is already frozen and then a quick black screen pops and then the screen freeze continues.

    https://imgur.com/a/RZ8HI1X

    EDIT: I managed to do it again, and it seems to be happening when I am watching multiple videos (being in a zoom meeting, watching a video on youtube, and watching a clip on my "Movies and TV" app at the same time).



    looks like the screen is flickering for a sec. go to bios page by tapping f2 during the startup of the unit. check on this page. press f9 and hit enter f10 and enter. let the unit restart. check after that. if its still same then do a factor reset on the unit. Image result for bios
    Hey there, thanks for a possible fix! I opened the BIOS and saw the advanced page however the only settings i saw there were:

    AMD-10MMU
    AMD-SVM
    Storage Device Config

    How am i able to see what u posted? thanks
    hay its just for your easy understanding i posted this page. check if the screen is flickering on this page. also press f9 and hit enter f10 and enter. let the unit restart and then check on your regular login.
    Accept if its Helpful.   B)
  • repiru
    repiru Member Posts: 17 Troubleshooter
    christy1 said:
    repiru said:
    christy1 said:
    repiru said:
    christy1 said:
    repiru said:
    hi, i have updated my display driver (AMD Radeon RX Vega 10). I will give updates whether the issue happens again. Thanks
    try to reinstall it,by uninstalling and restarting the unit. it can also give you a fix. hope it will fix. post the results. good luck. 
    hello! quick update, it still happens. i managed to get a quick recording of what happens (pardon for the quality), and you can see, the screen is already frozen and then a quick black screen pops and then the screen freeze continues.

    https://imgur.com/a/RZ8HI1X

    EDIT: I managed to do it again, and it seems to be happening when I am watching multiple videos (being in a zoom meeting, watching a video on youtube, and watching a clip on my "Movies and TV" app at the same time).



    looks like the screen is flickering for a sec. go to bios page by tapping f2 during the startup of the unit. check on this page. press f9 and hit enter f10 and enter. let the unit restart. check after that. if its still same then do a factor reset on the unit. Image result for bios
    Hey there, thanks for a possible fix! I opened the BIOS and saw the advanced page however the only settings i saw there were:

    AMD-10MMU
    AMD-SVM
    Storage Device Config

    How am i able to see what u posted? thanks
    hay its just for your easy understanding i posted this page. check if the screen is flickering on this page. also press f9 and hit enter f10 and enter. let the unit restart and then check on your regular login.
    okay. i checked on the BIOS and the screen does not flicker there. i have now pressed f9, enter, and f10 to save. ill give an update whether it happens again or not. thanks!
  • christy1
    christy1 Member Posts: 1,619 Community Aficionado WiFi Icon
    repiru said:
     
    okay. i checked on the BIOS and the screen does not flicker there. i have now pressed f9, enter, and f10 to save. ill give an update whether it happens again or not. thanks!

    Sure check and post your feedback. 
    Accept if its Helpful.   B)
  • repiru
    repiru Member Posts: 17 Troubleshooter
    christy1 said:
    repiru said:
     
    okay. i checked on the BIOS and the screen does not flicker there. i have now pressed f9, enter, and f10 to save. ill give an update whether it happens again or not. thanks!

    Sure check and post your feedback. 
    heya there, the screen flicker happened again and now i don't have any idea what to do now. should i just factory reset my pc?
  • christy1
    christy1 Member Posts: 1,619 Community Aficionado WiFi Icon
    repiru said:
    christy1 said:
    repiru said:
     
    okay. i checked on the BIOS and the screen does not flicker there. i have now pressed f9, enter, and f10 to save. ill give an update whether it happens again or not. thanks!

    Sure check and post your feedback. 
    heya there, the screen flicker happened again and now i don't have any idea what to do now. should i just factory reset my pc?
    yes. so that we can identify if its hardware or software. is it happening when connected to charger? 
    Accept if its Helpful.   B)
  • sahib123
    sahib123 Member Posts: 18 Troubleshooter
    christy1 said:
    repiru said:
    christy1 said:
    repiru said:
     
    okay. i checked on the BIOS and the screen does not flicker there. i have now pressed f9, enter, and f10 to save. ill give an update whether it happens again or not. thanks!

    Sure check and post your feedback. 
    heya there, the screen flicker happened again and now i don't have any idea what to do now. should i just factory reset my pc?
    yes. so that we can identify if its hardware or software. is it happening when connected to charger? 
    bro i have same problem happens when charger is plugged in or out both ways... did you find any solutions. i eevn clean reinstall windows
    checked my ram my memtest stress tested my gpu as well.. i dont know what to do