Resolved - Computer problem

[Lystad 1st MRB]

Name: Daniel Lystad

Rank: Sergeant

Type of issue: Not sure

Brief Description of Issue: The laptop can suddenly freeze and makes a sound like the sound hangs. Have updated AMD, but does not look like it helped me very much. Had been eternally grateful if someone could help me with this problem, it is quite frustrating.

Do you need to know more please contact me through the steam.

***Medical Supply Staff ONLY Below this line***

Current Status: Resolved

Researching

Pending Reply

Resolved

Unresolved

Main Technician: Heresy

Supporting Technician:

Edited May 22, 2014 by Heresy 1st MRB

[Heresy 1st MRB]

When does the computer freeze, during a game, anytime?

Have you blown out the laptop with a can of air recently?

Do you have all the other driver updates applied for the laptop?

Was this a recent issue that started to occur or have you had this problem ever since you have owned the laptop?

[Yamagata 1st MRB]

In addition to Heresy's questions, do you get any errors like "Display Driver XXXXX has stopped responding and recovered?"

[Lystad 1st MRB]

In addition to Heresy's questions, do you get any errors like "Display Driver XXXXX has stopped responding and recovered?"

I get no errors just freezing. if it is a error, i have no clue where the error comes from.

[Lystad 1st MRB]

When does the computer freeze, during a game, anytime?

Have you blown out the laptop with a can of air recently?

Do you have all the other driver updates applied for the laptop?

Was this a recent issue that started to occur or have you had this problem ever since you have owned the laptop?

#1 I can just leave the laptop with nothing up, and it can still freez

#2 not sure what u mean by that question, "blown out the laptop with a can of air"

#3 i'm not good with comp, so i'm not really sure what i have to update.

#4 it started for few month's ago, so i'm not sure what can have cause the problem.

[Heresy 1st MRB]

#2

Can of compressed air to blow out the dust from the laptop. Basically the computer may be overheating and then locking up because of dust buildup. Overtime the dust will clog the fan and ports and prevent air from flowing. This is why I was asking when the problem started to occur. This issue is more prevalent with laptops since the vent ports and fans are smaller. Here is an example but you can find cans of air at most electronic stores. http://www.amazon.com/Compressed-Gas-Duste...5998&sr=1-9

#3

What is the manufacturer and the model of your laptop?

[Lystad 1st MRB]

#2

Can of compressed air to blow out the dust from the laptop. Basically the computer may be overheating and then locking up because of dust buildup. Overtime the dust will clog the fan and ports and prevent air from flowing. This is why I was asking when the problem started to occur. This issue is more prevalent with laptops since the vent ports and fans are smaller. Here is an example but you can find cans of air at most electronic stores. http://www.amazon.com/Compressed-Gas-Duste...5998&sr=1-9

#3

What is the manufacturer and the model of your laptop?

I have tried to blew the fans if that works?

I have a windows 8 Acer aspire V5 - 552PG

[Heresy 1st MRB]

So just to clarify, were you able to use some compressed air to clean out the laptop vents?

Here are the drivers for this laptop. Likely the main ones to think about updating are the video driver and audio driver. Even though you said you updated the video driver you may want to try this confirmed version. I would however not go the driver route until you have cleaned out all the vents.

Category	Vendor	Description	Version	Size	Date
Audio	Realtek	Audio Driver	6.0.1.6878	206.4 MB	2013/07/02	Download
Bluetooth	Atheros	Bluetooth Driver	8.0.0000.0222	226.4 MB	2013/07/02	Download
Bluetooth	Broadcom	Bluetooth Driver	12.0.0.5100	227.2 MB	2013/07/02	Download
CardReader	Atheros	Card Reader Driver	1.0.1.35	4.6 MB	2013/07/02	Download
Lan	Atheros	LAN Driver	2.1.0.15	5.7 MB	2013/07/02	Download
Others	ELANTECH	HID Monitor Driver	1.1.5	441.5 KB	2013/07/02	Download
TouchPad	ELANTECH	Touchpad Driver	11.6.23.203	113.9 MB	2013/07/02	Download
TouchPad	Synaptics	Touchpad Driver	16.3.12.34	108.1 MB	2013/07/02	Download
VGA	AMD	VGA Driver	12.104.1.3000	266.3 MB	2013/07/02	Download
Wireless LAN	Atheros	Wireless LAN Driver	10.0.0.234	226.4 MB	2013/07/02	Download
Wireless LAN	Broadcom	Wireless LAN Driver	6.30.59.118	227.2 MB	2013/07/02	Download

[Lystad 1st MRB]

So just to clarify, were you able to use some compressed air to clean out the laptop vents?

</br>

</br>

Here are the drivers for this laptop. Likely the main ones to think about updating are the video driver and audio driver. Even though you said you updated the video driver you may want to try this confirmed version. I would however not go the driver route until you have cleaned out all the vents.</br>

</br>

</br>

<table class="ctnResultTable" cellpadding="0" cellspacing="0" border="0">

<thead>

<tr>

<th class="noMobile">Category</th>

<th class="noMobile">Vendor</th>

<th>Description</th>

<th class="noMobile">Version</th>

<th class="noMobile">Size</th>

<th class="noMobile">Date</th>

<th></th>

</tr>

</thead>

<tbody class="ctnGdpResultItemsContainer"><tr class="alternate">

<td class="txt-category noMobile">Audio</td>

<td class="txt-vendor noMobile">Realtek</td>

<td data-text="Audio Driver" class="txt-description collapsible">Audio Driver</td>

<td class="txt-version noMobile">6.0.1.6878</td>

<td class="txt-size noMobile">206.4 MB</td>

<td class="txt-date noMobile">2013/07/02</td>

<td><a title="Audio_Realtek_6.0.1.6878_Win8x64.zip" alt="Audio_Realtek_6.0.1.6878_Win8x64.zip" href="http://global-download.acer.com/GDFiles/Driver/Audio/Audio_Realtek_6.0.1.6878_W8x64_A.zip?acerid=635083555792826186&Step1=ULTRA-THIN&Step2=ASPIRE&Step3=ASPIRE V5-552PG&OS=ALL&LC=en&BC=ACER&SC=PA_6" target="_blank" class="lnk-link lnk-alt-filename">Download</a></td>

</tr><tr>

<td class="txt-category noMobile">Bluetooth</td>

<td class="txt-vendor noMobile">Atheros</td>

<td data-text="Bluetooth Driver" class="txt-description collapsible">Bluetooth Driver</td>

<td class="txt-version noMobile">8.0.0000.0222</td>

<td class="txt-size noMobile">226.4 MB</td>

<td class="txt-date noMobile">2013/07/02</td>

<td><a title="BT_Atheros_8.0.0000.0222_Win8x64.zip" alt="BT_Atheros_8.0.0000.0222_Win8x64.zip" href="http://global-download.acer.com/GDFiles/Driver/Bluetooth/Bluetooth_Atheros_8.0.0000.0222_W8x64_A.zip?acerid=635083556722826186&Step1=ULTRA-THIN&Step2=ASPIRE&Step3=ASPIRE V5-552PG&OS=ALL&LC=en&BC=ACER&SC=PA_6" target="_blank" class="lnk-link lnk-alt-filename">Download</a></td>

</tr><tr class="alternate">

<td class="txt-category noMobile">Bluetooth</td>

<td class="txt-vendor noMobile">Broadcom</td>

<td data-text="Bluetooth Driver" class="txt-description collapsible">Bluetooth Driver</td>

<td class="txt-version noMobile">12.0.0.5100</td>

<td class="txt-size noMobile">227.2 MB</td>

<td class="txt-date noMobile">2013/07/02</td>

<td><a title="BT_Broadcom_12.0.0.5100_Win8x64.zip" alt="BT_Broadcom_12.0.0.5100_Win8x64.zip" href="http://global-download.acer.com/GDFiles/Driver/Bluetooth/Bluetooth_Broadcom_12.0.0.5100_W8x64_A.zip?acerid=635083557294606186&Step1=ULTRA-THIN&Step2=ASPIRE&Step3=ASPIRE V5-552PG&OS=ALL&LC=en&BC=ACER&SC=PA_6" target="_blank" class="lnk-link lnk-alt-filename">Download</a></td>

</tr><tr>

<td class="txt-category noMobile">CardReader</td>

<td class="txt-vendor noMobile">Atheros</td>

<td data-text="Card Reader Driver" class="txt-description collapsible">Card Reader Driver</td>

<td class="txt-version noMobile">1.0.1.35</td>

<td class="txt-size noMobile">4.6 MB</td>

<td class="txt-date noMobile">2013/07/02</td>

<td><a title="Cardreader_Atheros_1.0.1.35_Win8x64.zip" alt="Cardreader_Atheros_1.0.1.35_Win8x64.zip" href="http://global-download.acer.com/GDFiles/Driver/CardReader/CardReader_Atheros_1.0.1.35_W8x64_A.zip?acerid=635083557895646186&Step1=ULTRA-THIN&Step2=ASPIRE&Step3=ASPIRE V5-552PG&OS=ALL&LC=en&BC=ACER&SC=PA_6" target="_blank" class="lnk-link lnk-alt-filename">Download</a></td>

</tr><tr class="alternate">

<td class="txt-category noMobile">Lan</td>

<td class="txt-vendor noMobile">Atheros</td>

<td data-text="LAN Driver" class="txt-description collapsible">LAN Driver</td>

<td class="txt-version noMobile">2.1.0.15</td>

<td class="txt-size noMobile">5.7 MB</td>

<td class="txt-date noMobile">2013/07/02</td>

<td><a title="Lan_Atheros_2.1.0.15_Win8x64.zip" alt="Lan_Atheros_2.1.0.15_Win8x64.zip" href="http://global-download.acer.com/GDFiles/Driver/Lan/Lan_Atheros_2.1.0.15_W8x64_A.zip?acerid=635083559559636186&Step1=ULTRA-THIN&Step2=ASPIRE&Step3=ASPIRE V5-552PG&OS=ALL&LC=en&BC=ACER&SC=PA_6" target="_blank" class="lnk-link lnk-alt-filename">Download</a></td>

</tr><tr>

<td class="txt-category noMobile">Others</td>

<td class="txt-vendor noMobile">ELANTECH</td>

<td data-text="HID Monitor Driver" class="txt-description collapsible">HID Monitor Driver</td>

<td class="txt-version noMobile">1.1.5</td>

<td class="txt-size noMobile">441.5 KB</td>

<td class="txt-date noMobile">2013/07/02</td>

<td><a title="HID Monitor_Elantech_1.1.5_Win8x64.zip" alt="HID Monitor_Elantech_1.1.5_Win8x64.zip" href="http://global-download.acer.com/GDFiles/Driver/Others/Others_ELANTECH_1.1.5_W8x64_A.zip?acerid=635083558901406186&Step1=ULTRA-THIN&Step2=ASPIRE&Step3=ASPIRE V5-552PG&OS=ALL&LC=en&BC=ACER&SC=PA_6" target="_blank" class="lnk-link lnk-alt-filename">Download</a></td>

</tr><tr class="alternate">

<td class="txt-category noMobile">TouchPad</td>

<td class="txt-vendor noMobile">ELANTECH</td>

<td data-text="Touchpad Driver" class="txt-description collapsible">Touchpad Driver</td>

<td class="txt-version noMobile">11.6.23.203</td>

<td class="txt-size noMobile">113.9 MB</td>

<td class="txt-date noMobile">2013/07/02</td>

<td><a title="Touchpad_Elantech_11.6.23.203_Win8x64.zip" alt="Touchpad_Elantech_11.6.23.203_Win8x64.zip" href="http://global-download.acer.com/GDFiles/Driver/TouchPad/TouchPad_ELANTECH_11.6.23.203_W8x64_A.zip?acerid=635083560822636186&Step1=ULTRA-THIN&Step2=ASPIRE&Step3=ASPIRE V5-552PG&OS=ALL&LC=en&BC=ACER&SC=PA_6" target="_blank" class="lnk-link lnk-alt-filename">Download</a></td>

</tr><tr>

<td class="txt-category noMobile">TouchPad</td>

<td class="txt-vendor noMobile">Synaptics</td>

<td data-text="Touchpad Driver" class="txt-description collapsible">Touchpad Driver</td>

<td class="txt-version noMobile">16.3.12.34</td>

<td class="txt-size noMobile">108.1 MB</td>

<td class="txt-date noMobile">2013/07/02</td>

<td><a title="Touchpad_Synaptics_16.3.12.34_Win8x64.zip" alt="Touchpad_Synaptics_16.3.12.34_Win8x64.zip" href="http://global-download.acer.com/GDFiles/Driver/TouchPad/TouchPad_Synaptics_16.3.12.34_W8x64_A.zip?acerid=635083561350506186&Step1=ULTRA-THIN&Step2=ASPIRE&Step3=ASPIRE V5-552PG&OS=ALL&LC=en&BC=ACER&SC=PA_6" target="_blank" class="lnk-link lnk-alt-filename">Download</a></td>

</tr><tr class="alternate">

<td class="txt-category noMobile">VGA</td>

<td class="txt-vendor noMobile">AMD</td>

<td data-text="VGA Driver" class="txt-description collapsible">VGA Driver</td>

<td class="txt-version noMobile">12.104.1.3000</td>

<td class="txt-size noMobile">266.3 MB</td>

<td class="txt-date noMobile">2013/07/02</td>

<td><a title="VGA_AMD_12.104.1.3000_Win8x64.zip" alt="VGA_AMD_12.104.1.3000_Win8x64.zip" href="http://global-download.acer.com/GDFiles/Driver/VGA/VGA_AMD_12.104.1.3000_W8x64_A.zip?acerid=635083562198716186&Step1=ULTRA-THIN&Step2=ASPIRE&Step3=ASPIRE V5-552PG&OS=ALL&LC=en&BC=ACER&SC=PA_6" target="_blank" class="lnk-link lnk-alt-filename">Download</a></td>

</tr><tr>

<td class="txt-category noMobile">Wireless LAN</td>

<td class="txt-vendor noMobile">Atheros</td>

<td data-text="Wireless LAN Driver" class="txt-description collapsible">Wireless LAN Driver</td>

<td class="txt-version noMobile">10.0.0.234</td>

<td class="txt-size noMobile">226.4 MB</td>

<td class="txt-date noMobile">2013/07/02</td>

<td><a title="WLAN_Atheros_10.0.0.234_Win8x64.zip" alt="WLAN_Atheros_10.0.0.234_Win8x64.zip" href="http://global-download.acer.com/GDFiles/Driver/Wireless LAN/Wireless LAN_Atheros_10.0.0.234_W8x64_A.zip?acerid=635083563295436186&Step1=ULTRA-THIN&Step2=ASPIRE&Step3=ASPIRE V5-552PG&OS=ALL&LC=en&BC=ACER&SC=PA_6" target="_blank" class="lnk-link lnk-alt-filename">Download</a></td>

</tr><tr class="alternate">

<td class="txt-category noMobile">Wireless LAN</td>

<td class="txt-vendor noMobile">Broadcom</td>

<td data-text="Wireless LAN Driver" class="txt-description collapsible">Wireless LAN Driver</td>

<td class="txt-version noMobile">6.30.59.118</td>

<td class="txt-size noMobile">227.2 MB</td>

<td class="txt-date noMobile">2013/07/02</td>

<td><a title="WLAN_Broadcom_6.30.59.118_Win8x64.zip" alt="WLAN_Broadcom_6.30.59.118_Win8x64.zip" href="http://global-download.acer.com/GDFiles/Driver/Wireless LAN/Wireless LAN_Broadcom_6.30.59.118_W8x64_A.zip?acerid=635083563875206186&Step1=ULTRA-THIN&Step2=ASPIRE&Step3=ASPIRE V5-552PG&OS=ALL&LC=en&BC=ACER&SC=PA_6" target="_blank" class="lnk-link lnk-alt-filename">Download</a></td>

</tr></tbody>

</table>

Do i have to do more after i have download it?

[Heresy 1st MRB]

Is your laptop running Windows 8 or 8.1. There is a difference in drivers and likely that is why you had problems with the driver install.

Since you are running Windows 8.x your system must be fairly new. Is it less than a year old? If it is less than a year old it is still covered under the warranty.

[Lystad 1st MRB]

Is your laptop running Windows 8 or 8.1. There is a difference in drivers and likely that is why you had problems with the driver install.

Since you are running Windows 8.x your system must be fairly new. Is it less than a year old? If it is less than a year old it is still covered under the warranty.

I bought it 7.10-2013, so it's kind of a new laptop. And it's running on windows 8 64-bit

[Heresy 1st MRB]

You said that you tried to install drivers and they said they were incompatible?

I would still try the canned air to clean out the vents. Something to think about though is you have around 1 1/2 month left to make a warranty claim. It may be worth it to you to send it in and have them check it out.

[Lystad 1st MRB]

You said that you tried to install drivers and they said they were incompatible?

I would still try the canned air to clean out the vents. Something to think about though is you have around 1 1/2 month left to make a warranty claim. It may be worth it to you to send it in and have them check it out.

Yeah, i have been thinking about it.

[Heresy 1st MRB]

Hi Lystad, I wanted to check in on the status of this. Did you have a chance to try and blow the dust out of the computer with a can of air? Do you think you will send it in for repair? Should we close this ticket?

[Lystad 1st MRB]

Hi Lystad, I wanted to check in on the status of this. Did you have a chance to try and blow the dust out of the computer with a can of air? Do you think you will send it in for repair? Should we close this ticket?

I think i just have to blow the dust away.

[Heresy 1st MRB]

I will close the ticket for now. You can always update the ticket later to let us know the final outcome.