This is an update to the original post: Acer Extensa 5420 Screen Black Out/Crash/Glitch
Feb-01-08
As I mentioned before, I have had no more problems with my Acer 5420 since I replaced it. Here are the specs and the latest BIOS:
- Extensa 5420-5687
- BIOS Version: V1.16
- BIOS Release Date: 11/14/2007
- Manuf. Date: 12/19/07
- Model #: MS2210
- LiteON AC Adapter Rev: A04
- Acer Extensa 5420 BIOS v1.16 - ftp://ftp.work.acer-euro.com/notebook/extensa_5420/bios/v1.16.zip
- Phoenix BIOS Update Utility - ftp://ftp.work.acer-euro.com/utilities/winphlash/winphlash-utility.zp
WayneB Says:Jan-31-08
2008-02-01
Here's a summary of our findings so far. I thought this might be useful as this saga progresses, especially if we attempt to involve a consumer advocate. Please let me know if I've left anything out (don't know how this will format here, so you may want to cut/paste to Word, etc.): Problem: Screen blanks out and system appears locked up (no response from keyboard/mouse on Acer Extensa 5420 laptops (1) This problem happens seemingly at random. Some people see it several times a day, others only occasionally (2) Only way we know to recover is to power cycle (hard boot) (3) Some people have exchanged theirs for a new unit, only to discover the new unit has the same problem (4) Users have attempted to upgrade the video drivers for the Radeon Xpress 1250 video card - still experienced the problem (5) There are no events in the Event List and no crash dump produced, even though the registry is set to force crash dumps for ANY crash event (6) A user tried running from the power supply with the battery removed - still experienced the problem (7) A Best Buy tech suggested tweaking the Vista power management settings, min and max processor state=100%. This doesn't fix the problem either. (8) Temperature/fan issues have been ruled out. Dave41 gives a good explanation above, and experienced the blackout even while using a laptop cooler. (9) Problem reported with BIOS firmware versions 1.14 thru 1.16. (10) Reporting the problem to Acer via their web-based problem reporting system only results in a generic message telling you to return the unit for service. I've attempted to carry on a conversation about the problem via that channel, but I get no response other than a suggestion to call the 800 number. (11) Best Buy will not acknowledge that many users are experiencing this problem, and will simply accept the unit for warranty repair. They have a 14 day return policy for notebooks, and will charge a 15% restocking fee if you wish to return the unit.
I have had no more screen problems ever since I replaced the laptop. It might have been a bad batch, or just my luck it doesn't happen anymore. Regardless of my actual situation, this issue deserves some looking into by Acer. People are getting blown off by tech support and the problem is not getting resolved. It's a shame and an outrage that paying customers are being treated in a most unfair way.
Best Buy is also at fault for not listening to their customers and solely relying on an inept and incompetent staff of so called geeks.
WayneB Says:LINKS
2008-01-31
Thanks for the great anaysis, Dave. I was about to go buy a laptop cooler (which I'll probably do anyway) but it's good to know that won't necessarily fix the problem. I hope the power settings are a fix, but Heidi had previously said it didn't work for her. I found another blog which discusses this issue as well - http://www.techspot.com/vb/topic95857.html I had a fairly heated exchange yesterday with Acer support thru their support site http://acer.custhelp.com I tried to inform them of the ongoing discussion on these blogs, but they are totally uninterested and continually closed my issue with a canned response, telling me the issue has been addressed by them telling me to call their 800 number. I tried to plead to their common sense, that if they could provide a configuration or software solution to us, that it would help them avoid getting hundreds of these units back for repair. Unfortunately, it fell on deaf ears. Towards the end of the discussion string, they weren't even reponding to further questions, they'd just close my ticket as "Solved". Boy, did that piss me off! I've been in the tech business for over 20 years, and I could NEVER imagine blowing off customers like that! These are brand new computers. I'm determined to find some legal recourse against Acer and/or Best Buy - they can't get away with this behavior. They must be made to take responsibility for their products. Sorry for venting, but I hope you're all as angry at Acer as I. Thank you all for your participation in this discussion, and thank you Neil for hosting!
- TechSpot OpenBoard - Grey Screen?
- Screen Blackout!/No Extensa Support?
- Geek Squad--Incompetent?
- VIDEO: Consumerist Catches GeekSquad Stealing Porn from Customer's Computer
Jan-28-08
After installing the video drivers (read the previous post), the laptop screen blacked out three more times, two times yesterday. I thought I'd give it another try and went back to BestBuy to get a replacement. So far so good, but who knows? It may have been only a defective batch or at least that's what I'm hoping for.
If you bought your Acer Extensa within the last
Useful notes from Neil Galloway's site:
Heidi Says:Full thread HERE
2008-01-28
Wayne, I spoke with Best Buy yesterday. I told them there were several forums on the net with approx 16 people having the same problem. I told them I was bringing in printed out copies of each forum and they said to bring the Acer in and they'd replace it, even though I purchased it on 12/30/07.
Dave41 Says:
2008-01-28
I talked with a tech at Best Buy about the problem. He says he has seen a similar behavior on several laptops, not all Acer, and that he believes this is a Windows issue, precisely a processor power management problem. His suggestion was as follows: navigate to control panel-> power options-> change plan settings-> change advanced power settings-> processor power management-> minimum processor state = set this to 100%. Also make sure the maximum state is set at 100%. This seems reasonable to me, as he explained Windows cannot correctly manage some processors and brings them into a power state below where they can safely operate, thus the computer cannot recover. If you have all noted, nothing but fans and such work after the crash until reboot, USB and network are down, etc., so right now I have to agree with his assessment for lack of any better ones. From what he described this is the same problem we are having, so I have made the settings and will let you all know. I think he may be onto something, because most true hardware failure issues get progressively worse until total failure. I never was too sure about the "bad power chip" suggestion thrown out on another page for this reason. Hope this helps, I'll keep you all posted.
MrJiim Says:
2008-01-30
Thanks Dave41 for your post! I used the fix you reported and I have had no problems since. I have also used the alternative Wireless LAN driver fix found on another forum to fix the issues I was having with the Atheros driver and weak or no signal with constant disconnects when using the wireless connection. I don't know if this will help others but I also reinstalled the OS with a clean copy of Vista Ultimate and didn't install any of the Acer productivity software. This seems to be really helping the laptop run smoother and faster. I have had it running continuously since applying the processor power fix some 24 hrs ago and have been doing everything from video editing to simple web surfing and gaming and have had no problems... of course now that I have said that I'm sure the laptop will spontaneously burst into flames!
LINKS
4 comments:
Just wanted to see if you've had any more blackouts since Feb 1. Thinking about switching mine in.
No more blackouts here.
If you have a chance to switch it for another one, I'd recommend you do it. I'd even go as far as returning it and buying another one in order to have two weeks to test it out.
Have you tried updating the BIOS to v.1.16? I think it's done the trick for some people.
The black out problem is happening to me with a new Timeline Acer 3810T. At least 10 times now. It is brand new and have tried to change the power save settings upgrade drivers and vista....doesn't mater...the problem does not go away. I will try to see if I can change it tomorrow for another brand laptop.....this is really incredible that Acer has this happening to many different models and has still not identified the problem.
Best
Cristian
I had the same problem with my wife's. After several disassemblies, I noticed that my bios changes were gone each time that it black screened when it was powered up. So far so good on hers now. Took it apart one more time and installed a new CMOS CR2032 battery and all seems to be good. It's a pain because it's on top of the board and you have to take the display, keyboard, and palmrest off. We'll see if it comes back. BIOS on this one is 1.17 and none of the other changes worked for me.
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