12 Replies Latest reply on May 23, 2016 8:49 AM by Intel Corporation

    My laptop crashes.

    elcoyote

      My laptop freezes all the time when I unplug it from the main power and uses the battery. I had attached the XML file from the Intel SSU.

        • 1. Re: My laptop crashes.
          Ronin

          Hi,

           

          I think you should contact acer's tech support as your laptop is an Acer. Service & Support | Acer Official Site

          • 2. Re: My laptop crashes.
            Intel Corporation
            This message was posted on behalf of Intel Corporation

            Hello, elcoyote:

            Thank you for contacting the Intel Communities.

            - What happens if you turn on the computer without the battery? With the power adapter connected to it.
            - Do you get any error messages before the "crash"?
            - If you are able to access windows without the battery, please install all windows updates.
            - If the problem persists test it with a different power adapter if doable.
            - I would like you to enlighten me a little more on the issue you are having, please elaborate your explanation of the issue some more in order to better understand what could be happening.

            Additionally, have you reported this to the manufacturer of your device?

            I look forward to hearing from you.

            Regards,
            Esteban C

            • 3. Re: My laptop crashes.
              elcoyote

              All Windows updates and graphic drivers are updated to the last version available. The main issue happens when I'm watching a video, on streaming or playing one directly from the computer, the computer just freezes, no error message, and I have to restart the computer manually (pressing the on/of buttom for a few seconds). After the restart there are no error messages, It works normally when is plugged to the main power, although sometimes it starts ''freezing'' gradually, first the program I'm using, then the explorer process, but no error messages.

               

              Thank you for your help.

              • 4. Re: My laptop crashes.
                Intel Corporation
                This message was posted on behalf of Intel Corporation

                Thank you for the answer elcoyote, lets perform the steps below.


                -Run the Intel® Processor Diagnostic Tool: https://downloadcenter.intel.com/download/19792/Intel-Processor-Diagnostic-Tool
                -Perform a memory test
                -Run the system file checker: http://windows.microsoft.com/en-us/windows-10/using-system-file-checker-in-windows-10


                http://windows.microsoft.com/en-us/windows7/diagnosing-memory-problems-on-your-computer


                To run the Memory Diagnostics Tool manually


                Open Memory Diagnostics Tool by clicking the Start button Picture of the Start button, and then clicking Control Panel. In the search box, type Memory, and then click Diagnose your computer's memory problems.  Administrator permission required If you're prompted for an administrator password or confirmation, type the password or provide confirmation.


                Choose when to run the tool.


                NOTE: If one of the tests fails, then remove it from the test list to check the remaining components (when a test fails the general tests are stopped).


                How to remove tests, with the test stopped, go to "tools" > "config" > "Edit" and uncheck the test that failed.


                I look forward to hearing from you and the outcome of this.


                Regards,
                Esteban C

                • 5. Re: My laptop crashes.
                  elcoyote

                  My laptop is a great student, it pass all of the tests. No one of them found any error. The mistery continues. I'll contact Acer and maybe the will tell me something. Thanks again for your help.

                  • 6. Re: My laptop crashes.
                    elcoyote

                    After contacting with Acer, their suggestion is downgrade to Windows 7, I told them that I had the same problem with W7 and I was hoping that the upgrade will solve the issue. The only solution they gave me is to send my computer to repair it. Any last tip?

                    • 7. Re: My laptop crashes.
                      Ronin

                      Well, if acer told to to send it to repair, if it is in warranty then that is what you have to do. It maybe having internal power problems.

                      • 8. Re: My laptop crashes.
                        Intel Corporation
                        This message was posted on behalf of Intel Corporation

                        Thank you for the answer elcoyote, I was recommending you to perform those test to find out if one of the components was having issues, glad to hear that you contacted the manufacturer of the device.

                        In this case will be good to send the device to get it checked if still under warranty, something in the power connections or other components could be faulty.

                        Would it be ok to set your last answer as "Correct Answer"?

                        If any additional questions or inquiries are present, feel free to contact us back.

                        Regards,
                        Esteban C

                        • 9. Re: My laptop crashes.
                          elcoyote

                          I was hoping to find a solution here because my laptop is out of warranty, but thanks for the help anyway, you can mark the answers as correct.

                          • 10. Re: My laptop crashes.
                            Ronin

                            Hi,

                             

                            It maybe a battery problem (after a time all laptop batteries wear off, especially if it's out of warranty), but you can check this only at a specialized service, and I recommend for you to go where is the closest representative acer service. If you go to a pc repair service they may not have all components.

                            Also it maybe dusty fans and it requires a clean up, and for that we can't help you here, as much as we want.

                            • 11. Re: My laptop crashes.
                              elcoyote

                              Battery is ok and I cleaned the fans recently, as you say maybe is a inner connection. Thank you all for the help.

                              • 12. Re: My laptop crashes.
                                Intel Corporation
                                This message was posted on behalf of Intel Corporation

                                elcoyote:

                                I understood that it was still covered by the warranty, my apologies for the misunderstanding.

                                Taking this device to a computer shop would be good to check if the internal components are faulty.

                                If you require any further information or support, do not hesitate to contact us back.

                                Regards,
                                Esteban C