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Acer Aspire v5 Freezes Going Into Sleep Mode, Requires Hard Reboot to Fix


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#1 dj505

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Posted 14 June 2017 - 12:30 PM

This is the best topic I could find to post this in, if another would have been more suitable, let me know.

 

This has been happening for a while now, and I've lost way too much work to it. About 50% of the time, when I hit the sleep button (either in the Windows menu or the actual physical power button), the screens turn off, everything seems good to go, but the blue power light doesn't turn off then start slowly blinking orange like it should do while in sleep mode. The fans still seem to be on, but the computer is completely unresponsive with a black screen, and the only way to wake it up is to hard reboot (which I hate doing because I'd rather not damage my system)... Any ideas?


Edited by dj505, 14 June 2017 - 12:31 PM.


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#2 bwv848

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Posted 14 June 2017 - 12:45 PM

Greetings, dj505, and :welcome: to BleepingComputer's Windows Crashes, BSOD, and Hangs Help and Support forum!

Please follow these BSOD posting instructions and attach the requested files by replying to this topic. Please DO NOT create a new topic — there is no need to do so.

Thank you.

Regards,
bwv848

Useful information!
Please only use the ZIP compression format, do not use 7z, RAR, etc.!!!


Edited by bwv848, 14 June 2017 - 12:47 PM.

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#3 bwv848

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Posted 14 June 2017 - 12:47 PM

Also, when you're done with that... let's attempt to force a manually initiated crash. To do so:

With PS/2 keyboards, you must enable the keyboard-initiated crash in the registry. In the registry key HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\i8042prt\Parameters, create a value named CrashOnCtrlScroll, and set it equal to a REG_DWORD value of 0x01.

With USB keyboards, you must enable the keyboard-initiated crash in the registry. In the registry key HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\kbdhid\Parameters, create a value named CrashOnCtrlScroll, and set it equal to a REG_DWORD value of 0x01.

Then sleep your computer. When the system hangs, hold down the rightmost CTRL key, and press the SCROLL LOCK key twice, forcing the system to BSOD. Then upload MEMORY.DMP for us:

:step1: Upload MEMORY.DMP

• Press and hold the Windows Key + R on your keyboard at the same time.
• In the Run box, type in %WinDir% and hit Enter on your keyboard.
• Find the file MEMORY.DMP and copy/paste it on to your Desktop.
• Zip up MEMORY.DMP (use .ZIP please!!!) and upload it to a trustworthy file-sharing service.

 

Regards,

bwv848


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#4 dj505

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Posted 14 June 2017 - 01:01 PM

I don't believe I've ever had an actual BSOD on this PC, only the black screen issue described in my original post. Do these steps still apply?



#5 bwv848

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Posted 14 June 2017 - 01:01 PM

Yes.


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#6 dj505

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Posted 14 June 2017 - 01:04 PM

Alright, I'll complete the steps and post again when I'm done.



#7 bwv848

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Posted 14 June 2017 - 01:05 PM

Great, thanks! :)


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#8 dj505

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Posted 14 June 2017 - 02:28 PM

Perfmon wouldn't finish (left it for ~half an hour, never finished) so I hope it's fine if I skipped that part. I've got the SysnativeFileCollection stuff here, though.

 

Additional info:

Spoiler



#9 bwv848

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Posted 14 June 2017 - 02:53 PM

Let's ignore PerfMon for now. Will you please try attaching the Sysnative File Collection App Zip output again? The attachment didn't make the trip.


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#10 dj505

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Posted 14 June 2017 - 03:41 PM

Sure, I can in about an hour. Could've sworn I attached it, sorry haha



#11 dj505

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Posted 14 June 2017 - 03:58 PM

Ok, the file should be attached.

 

Edit: Ok, not sure why it won't send... One moment

Attached Files


Edited by dj505, 14 June 2017 - 03:59 PM.


#12 bwv848

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Posted 14 June 2017 - 04:16 PM

I understand — the attachment feature doesn't work properly somtimes. :)

Have you managed to manually initiate a crash? There was a memory dump from April 6th 2017, which blamed Avast and your Synaptics TouchPad driver. Did you uninstall Avast and update your touchpad driver after that? If not, I'd reinstall your touchpad driver to ensure it isn't the cause: **DOWNLOAD LINK**
 


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#13 dj505

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Posted 14 June 2017 - 04:18 PM

Avast has since been uninstalled, yeah, but I haven't updated the driver. I'll do that, then try initiating a crash.



#14 bwv848

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Posted 14 June 2017 - 04:30 PM

Great, let me know what happens. :)

 

Best regards...

bwv848


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#15 dj505

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Posted 14 June 2017 - 05:29 PM

I can't get the system to BSOD on command, even after adding the correct value to the registry. The scroll lock key requires the function key to be held down, could that be an issue?






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