Netbook freezes randomly

I have a feeling that even inside Acer nobody really knows what is going on here and that they are just fishing in the dark like we are. Quite amazing, really, considering that there was a recall of those in Denmark supposedly.

Maybe we need to contact Acer in Denmark to find out what they did with the recalled units (shipped them all to the UK, Australia and Brazil, maybe )

 

Looking forward to that, seeing as I bought the extended warranty.
I did send an email to an Aussie Magazine - PC Authority (in particular the Investigator editorial) in the hope of raising the profile and awareness of the issue over here.

Here's my Prime95 test results; no failure in 30 hours of testing:


[Wed Jul 28 19:30:28 2010]
Self-test 1024K passed!
Self-test 1024K passed!
[Wed Jul 28 20:05:44 2010]
Self-test 8K passed!
Self-test 8K passed!
[Wed Jul 28 20:40:40 2010]
Self-test 10K passed!
Self-test 10K passed!
[Wed Jul 28 21:20:38 2010]
Self-test 896K passed!
Self-test 896K passed!
[Wed Jul 28 22:13:40 2010]
Self-test 768K passed!
Self-test 768K passed!
[Wed Jul 28 22:47:25 2010]
Self-test 12K passed!
Self-test 12K passed!
[Wed Jul 28 23:21:04 2010]
Self-test 14K passed!
Self-test 14K passed!
[Wed Jul 28 23:56:13 2010]
Self-test 640K passed!
Self-test 640K passed!
[Thu Jul 29 00:28:08 2010]
Self-test 512K passed!
Self-test 512K passed!
[Thu Jul 29 01:01:06 2010]
Self-test 16K passed!
Self-test 16K passed!
[Thu Jul 29 01:35:31 2010]
Self-test 20K passed!
Self-test 20K passed!
[Thu Jul 29 02:08:56 2010]
Self-test 448K passed!
Self-test 448K passed!
[Thu Jul 29 02:41:48 2010]
Self-test 384K passed!
Self-test 384K passed!
[Thu Jul 29 03:14:07 2010]
Self-test 24K passed!
Self-test 24K passed!
[Thu Jul 29 03:48:00 2010]
Self-test 28K passed!
Self-test 28K passed!
[Thu Jul 29 04:21:14 2010]
Self-test 320K passed!
Self-test 320K passed!
[Thu Jul 29 04:54:15 2010]
Self-test 256K passed!
Self-test 256K passed!
[Thu Jul 29 05:27:10 2010]
Self-test 32K passed!
Self-test 32K passed!
[Thu Jul 29 05:59:38 2010]
Self-test 40K passed!
Self-test 40K passed!
[Thu Jul 29 06:32:56 2010]
Self-test 224K passed!
Self-test 224K passed!
[Thu Jul 29 07:04:01 2010]
Self-test 192K passed!
Self-test 192K passed!
[Thu Jul 29 07:35:37 2010]
Self-test 48K passed!
Self-test 48K passed!
[Thu Jul 29 08:09:02 2010]
Self-test 56K passed!
Self-test 56K passed!
[Thu Jul 29 08:41:28 2010]
Self-test 160K passed!
Self-test 160K passed!
[Thu Jul 29 09:13:00 2010]
Self-test 128K passed!
Self-test 128K passed!
[Thu Jul 29 09:45:34 2010]
Self-test 64K passed!
Self-test 64K passed!
[Thu Jul 29 10:17:47 2010]
Self-test 80K passed!
Self-test 80K passed!
[Thu Jul 29 10:50:30 2010]
Self-test 112K passed!
Self-test 112K passed!
[Thu Jul 29 11:22:00 2010]
Self-test 96K passed!
Self-test 96K passed!
[Thu Jul 29 11:56:55 2010]
Self-test 1280K passed!
Self-test 1280K passed!
[Thu Jul 29 12:29:47 2010]
Self-test 1536K passed!
Self-test 1536K passed!
[Thu Jul 29 13:03:59 2010]
Self-test 1792K passed!
Self-test 1792K passed!
[Thu Jul 29 13:38:22 2010]
Self-test 2048K passed!
Self-test 2048K passed!
[Thu Jul 29 14:14:17 2010]
Self-test 2560K passed!
Self-test 2560K passed!
[Thu Jul 29 14:48:14 2010]
Self-test 3072K passed!
Self-test 3072K passed!
[Thu Jul 29 15:23:19 2010]
Self-test 3584K passed!
Self-test 3584K passed!
[Thu Jul 29 15:58:14 2010]
Self-test 4096K passed!
Self-test 4096K passed!
[Thu Jul 29 16:32:25 2010]
Self-test 1024K passed!
Self-test 1024K passed!
[Thu Jul 29 17:05:09 2010]
Self-test 8K passed!
Self-test 8K passed!
[Thu Jul 29 17:38:23 2010]
Self-test 10K passed!
Self-test 10K passed!
[Thu Jul 29 18:13:24 2010]
Self-test 896K passed!
[Thu Jul 29 18:18:43 2010]
Self-test 896K passed!
[Thu Jul 29 18:46:27 2010]
Self-test 768K passed!
[Thu Jul 29 18:51:57 2010]
Self-test 768K passed!
[Thu Jul 29 19:18:38 2010]
Self-test 12K passed!
[Thu Jul 29 19:24:21 2010]
Self-test 12K passed!
[Thu Jul 29 19:52:05 2010]
Self-test 14K passed!
[Thu Jul 29 19:58:15 2010]
Self-test 14K passed!
[Thu Jul 29 20:26:54 2010]
Self-test 640K passed!
[Thu Jul 29 20:33:17 2010]
Self-test 640K passed!
[Thu Jul 29 20:59:00 2010]
Self-test 512K passed!
[Thu Jul 29 21:05:25 2010]
Self-test 512K passed!
[Thu Jul 29 21:32:32 2010]
Self-test 16K passed!
[Thu Jul 29 21:39:06 2010]
Self-test 16K passed!
[Thu Jul 29 22:07:32 2010]
Self-test 20K passed!
[Thu Jul 29 22:14:10 2010]
Self-test 20K passed!
[Thu Jul 29 22:41:07 2010]
Self-test 448K passed!
[Thu Jul 29 22:47:46 2010]
Self-test 448K passed!
[Thu Jul 29 23:14:26 2010]
Self-test 384K passed!
[Thu Jul 29 23:21:03 2010]
Self-test 384K passed!
[Thu Jul 29 23:46:09 2010]
Self-test 24K passed!
[Thu Jul 29 23:52:43 2010]
Self-test 24K passed!
[Fri Jul 30 00:20:24 2010]
Self-test 28K passed!
[Fri Jul 30 00:26:53 2010]
Self-test 28K passed!

Regards,

Comms

 

Comms, that is very interesting. Looks like yours really does pass the Prime95 test. Hmm.

How often are your freezes? And when they happen, what are you doing? Mine are usually during scrolling in my browser (Chrome) or in MS Word, but i have had freezes when I was not even there and it was idling along. What is the situation with yours?

 

Hi GuHaid,

yeah usually the same for me - most noticeably MS Word.
Or leaving on overnight to download something via a torrent app such as Vuze.
Apart from the 1 freeze I haven't had any issues since adjusting my power settings (Settting all to 'Never')
How about yourself, have you noticed a difference since adjusting power settings GuHaid?

Cheers,

Comms

 

Comms, I have not had much use for it in the last week except for one day when I REALLY needed it. I was away and needed to take part in a web conference call. I had a few things open at the same time.
1) Chrome - after all it was a web conference call.
2) Web Iress - that is a stock market trading platform (I think also Java based). Not very resource hungry to my best knowledge.
3) Skype - the audio came over Skype, no video.
And to make things a bit more interesting, I was on a 3G Wirless Internet connection via a USB modem. During that 90 minute session it froze on me 3 times.

Now, that is unusual for it to freeze that often, but there was something about that setup it really did not like. When it freezes, it does exactly that. Everything comes to a stop. Screen stays on, but mouse and keyboard are totally non-responsive. There is nothing I can do other than hold down the power button for a few seconds and wait for it to turn off - then press again and reboot.

I have a feeling that once it had a few such freezes, they become more frequent and I usually then go and play back an Acronis Image from a time when the system was "clean" and had never had a freeze. Its the best I can do at the moment, but I really want this to be solved. The 751 is exactly what I need (good screen resolution, long battery life, the relatively weak processor does not worry me at all for my use) and it would really be a pity if I had to ultimately return it and get myself a different netbook.

I'll try and give it a run with the power settings off in the next few days.

 

Have you noticed the HD light being lit when it freezes?

Cheers,

Steve.

 

Actually no, but I must admit, I never looked for that specifically. Experience tells me that the next freeze is not far off - soI will have a look.

 

Best way to freeze your A0751h Acer Aspire One is with Skype

I totally see it also. I've seen my netbook freeze over 100 times already. The problem with us proving to Acer that freezing exist is because sometimes it won't freeze for hours when surfing the internet. In regards to my results with the 24 hour stress test from Prime95 and Orthos.....sometimes it passed the test.

I figured out the most consistent way of freezing the netbook is with VOIP such as Skype or Magic Jack. I tried using the skype "with video" and "without video" and it usually freezes in about 5 to 10 minutes. What I did was I just put the computer in front of the TV with the sound on. With Skype it will freezes with or without Anti-virus, with or without all the windows updates, even after a total clean install and you don't add any other programs except Skype, it will still freeze.

I just sent my netbook in for the 4th time.

 

Froze again on me last night, this time I was watching an .avi on VLC v1.1.1

I'll check for the HD light next time it happens

Cheers

Comms

 

I agree... or they don't want too.. This kind of behaviour is really not good for the company's image. The only right thing to do is recall, not stonewall with repeated 'warranty repairs' that don't resolve the issue

Guys I'm compiling a list of related support tickets on this issue, if you've logged jobs with Acer the following hyperlink will help you determine the job IDs:
http://helpdesk.acer.com.au/index.php?_ ... a=viewlist

Could you post them here or PM me, I'd like to reference them?
I'm going to talk to Fair Trading & the ACCC
Here's mine, feel free to reference them in your dealings with Acer et al:

HD-1711-210310: Netbook freezes - latest BIOS does not fix
HD-4214-220410: HD-1711-210310 refers. Laptop freeze / lockup still occurring post repair
HD-4101-310710: AO751 FAULT Laptop freeze - please recall

Cheers,

Comms

 

Re: Best way to freeze your A0751h Acer Aspire One is with S

I may have a solution to that Skype issue. Skype was one of the most reliable ways of freezing mine, but during the first repair job when Acer changed my motherboard, it came back with a downgraded audio driver. I had "upgraded" mine to the latest one available on the Acer Web page (6.0.1.5854) and it was downgraded to what it had shipped with (5.10.0.6024). I am now definitely happier with that driver, sound quality is way way better. That driver change may(!) also have to do with the fact that my Skype now not only seems to run stable but also with was less CPU usage. Before I could not make a video call, the CPU would max out too much. Now I am happily video'ing around without a problem and a CPU around 50%-60%. Not sure if it is that driver change or the new motherboard, but something changed to the better, no doubt. Give that a go, I have a feeling it is the driver.

No worries, here are mine:
HD-499-090610: AO751h lock-up
HD-3353-290610: Random Freezes still happening
HD-535-080710: AO751 freezes randomly - Part 3

I have also about a week ago sent a letter to the head of the Acer Service department with a summary of my dealings and a request to have someone with a deeper technical understanding in general and that issue specifically to contact me so I can explain the situation and not bang my head against the Level 1 Helpdesk wall. I have not had a reply as yet, but it has not been long enough in my eyes for me to take any further action.

I will pursue the issue by trying to work my way higher and higher up inside Acer, in my experience this usually ultimately leads to success. I strongly believe that in general successful multinational companies are successful because they have satisfied customers and that top level managers have reached that level (amongst many other reasons) because they do not ignore customers' problems. I think that at some stage I will manage to get a hold of someone who will care and get this sorted for me (us).

Admittedly it is a bit strange that there does not appear to be a worldwide in-house solution from Acer for this problem. If the problem is as widely spread as we believe it is, then one would assume that there was a big red blinking link on the Acer Support Home Page asking for any support request regarding this issue to be submitted there and a separately developed repair/exchange/whatever procedure to then kick in. Especially now that he AO751 has been out for that long and surely is about to be replaced with a newer model soon.

So maybe the problem is not that wide-spread and as the 751s slowly take their natural run into the big computer stockpile of superseded models, so will the associated support requests. Not sure what the overall reason for our problem and lack of solutions / support is.

 

Just froze, no HD light.
Bluetooth and Wifi lights on.
Toggle for bluetooth functioned (turned light on and off) but not the wifi toggle switch.
Only other light was that of the battery indicator (on mains) and the power button LED, as is always, was on.

No response from Acer as yet to my latest case, hopefully they are choosing their words and action wisely.

Regards,

Comms

 

This could well be my last post on the subject. I've jumped ship and purchased a Compaq Mini 311c instead.

HOWEVER, I do have a little bit more information about my Acer. I got my Acer back today, for the third time, and this time all they did was re-seat the memory, update drivers, and re-test it. Obviously, that isn't likely to solve anything, especially when you consider that the memory and the hard disk weren't the same ones as the machine had it in when it froze. I decided that I would attempt to save some time by "generalizing" my Win7 installation with Sysprep so I could hopefully carry it across to the new Compaq with minimal effort (Sysprep allows you to uninstall all the drivers without uninstalling your apps ready for the hard disk to be moved to another machine).

Whilst attempting to do this (remember, my Win7 installation is on a Western Digital SSD), the machine froze on two separate attempts. When I cloned the SSD to the HDD, it worked fine without freezing. The only conclusion I can draw from this is that there is some sort of incompatibility between the SSD and the 751h (whether this is related to the fact that the 751h SATA speed seems to be limited to around 50Mb/s, I'm not sure).

So, to summarise, I think that I've had two problems with my Acer. The first has been an instability related to the processor (this is the one that's found with Prime 95), and the second is a HDD related one. Whether my SSD is faulty, I don't know, I'll find out in due course if I have problems with it in the Compaq, but if it isn't then it appears that one source of freezing is the hard disk interface, which might explain why some people have reported success in ridding themselves of the problem by swapping the hard disk.

Consequently, I think my Acer is probably "fixed" now, in that the HDD that's in it seems to be ok, and it no longer fails on Prime95. I'm now going to sell it, if anybody is interested in it? I'm in the UK.

Cheers,

Steve.

 

I can't believe you 'jumped ship' and purchased a new computer. It appears that most people resolve this problem by purchasing a new computer. Since Acer is paying for postage, and I don't really use the netbook that often, I'm going to send it back until they fix it. I should be receiving the Acer back next week for the 4th time.

 

I hear what you are saying, and I was a bit disappointed that I caved in, but at the end of the day, I can't spend all my time without the netbook sending it back and forward.

If it had come back and it had worked, then I would have kept it and been happy, but finding out that the SATA bandwidth was crippled too (making my SSD all but redundant), I just felt that I'd chosen the wrong machine for my needs in the first place. I'm sure it will make somebody a great little machine, and I'm sure it will go for a song. Keep your eyes peeled on eBay.

Cheers,

Steve.

 

Should we take Acer to court? here's what happened to HP


Do you have a defective computer that the manufacturer refuses to repair?
Emmanuel has some advice for you: take 'em to court. Facing a constantly rebooting laptop, he tells Consumerist that HP was only willing to fix it if he paid a $225 fee. Unsatisfied with this solution, he filed in small claims court, and the company offered to fix it for free. As long as he drops the case.

http://consumerist.com/2010/08/hp-is-ha ... court.html

 

I did a factory restore recently and noticed Vista & the netbook ran a whole lot faster and no lockups at all.............. until Vista ran its 84 updates and ran another 34 updates. shortly afterwards the PC was back to itself, locking up randomly w/no rhyme or reason. so something in the Vista updates is causing this thing to go haywire.

so I did a clean install (because vista home isn't upgradable to) of Windows 7 Pro. So far the PC has been perfect, nothing frozen yet and win7's bootup is way way FASTER than vista. I hope it stays this way...

 

Just had a thought here. Given the most common problems with the AAO's (aside from the occasional need to blind flash and this random freezing) we've seen dead audio channels, choppy playback of internet vids etc etc. Now these are netbooks, with fully integrated hardware (LAN, audio, graphics etc) so we can't do a proper strip-boot, which is what we'd end up doing with a desktop in the even of random freezes etc.

The closest we can get is to disable any un-necesary hardware. Have any of you tried disabling certain items of hardware in the BIOS and/or device manager before the torture tests? Not sure what BIOS options you have, but given these are fully integrated machines, a sort of strip boot could aid in diagnosis.

In device manager we can disable (or even temporarily uninstall) audio, LAN, graphics, modems and other devices. Some can probably be completely disabled in the BIOS so the OS doesn't even have to worry about them.

Has anyone tried this and then subject the machine to a torture test to create a freeze? It's not that much of a long shot and if I had a freezing machine I'd be at least giving it a go. And hey, if it's either audio or LAN problems, there are USB-LAN and USB-Audio chipsets out there that could possibly be modded in, or at least if we have definitive proof of a particular component failing, Acer might be forced to do something.

As for the legal action, I've been there and done that before. A few years back, I had two Acer Extensa laptops that were subject to random freezing, constant other problems and worst of all, the hinges on the screen were shipped to me all rusted out. Eventually they ceased and my screen broke while opening it. Acer wanted $500 to repair the machine (even though it was under warranty). I got onto their head honcho and told them if they didn't replace the screen and fix the machine, I'd be taking the matter to court. Acer eventually folded and replaced the screen so as to keep the matter out of court.

At the very least, you could tell them that your intentions are to take the matter to court, and considering there's no real light at the end of the tunnel for the models subject to random freezing, also considering that there's a considerable amount of these machines out there, I'd be telling them outright to either repair the machine once and for all, or replace it with an updated model all together. Keep pressing the matter and you will eventually get somewhere with them.

 

Swarvey, the idea with the disabling of hardware components is a good one. I like it. At this stage however I have reached a point of lethargy, I have spent hours and hours on researching this issue, resetting to factory defaults, installing and uninstalling drivers, taking disk images and spooling them back, dealing with Acer's helpdesk, posting here etc etc. All that for a $350 piece of equipment. Taking time into account, I could have bought the most expensive top of the line laptop on the market and would have still been better of.

In the past weeks I have written twice to the head of Acer's helpdesk service here in Australia, both letters have remained unanswered. That is actually the only thing that makes me consider going on a little bit more, because simply ignoring a request for assistance (no matter whether it is valid or not) is simply not the way to go and is insulting enough to me to give me a little bit more motivation to actually press for a resolution.

Other than for that I am leaning towards Steve's solution. Throw in the towel and get a netbook that works in the first place. I looked at the specs of his Compaq Mini and that really seems to be the one to go for as far as matching the screen resolution of the 751 goes (the screen is one of the reasons why I went for the 751).

Legal action? Come on guys, reality check, please. Just look at the cost / reward scenario.

 

Did you try a VOIP like Skype? If you can use Skype for 30 minutes, then I will be very impressed.