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  1. Joined : Aug 2016
    Posts : 34
    Windows 10 Anniversay Update Version 1607
       15 Aug 2016 #1

    Getting BSOD randomly & other issues - Windows 10 (Predator G9-591LV)


    Hi TenForums team. I have just signed up & don't usually post on forums so please go easy on me.

    I'm having alot of problems with my Acer Predator G9-591 laptop. It is a pretty high-end, gaming laptop (even though i'm not a gamer), i just wanted a quality laptop that would last.

    I've been getting the BSOD randomly while using the laptop, ie, browsing, using excel, etc...

    It was getting really annoying & upsetting so I decided i'd try and start fresh. I did a complete clean reset of my pc & re-installed windows fresh. I completely wiped any data i had so i did the thorough reset/format.

    All was working well i thought until today i tried to boot up (without the power chord) and it just booted to a completely black screen, no PREDATOR logo or anything that usual appears when first booting up. I was unable to do anything, it just had a black screen with the cursor on it, i eventually had to hold down the big Power button in the middle to switch it off.

    I then deciced to plug in the power chord and it helped straight away by booting up. I knew from last night though that i had over 60% battery, so after it booted up i checked the battery indicator & it showed i had around 60% battery so i don't know why it wouldn't boot up on battery.

    Now to make matters worse, the BSOD again appeared and my computer automically restarted again. I was in Excel at the time but it has also happened when browsing i'm pretty sure. Also i've noticed that even saving files to a usb drive sometimes hangs very badly, it says 'not responding' at the top while saving a small excel file.

    I'm very upset and dumbfounded as to what the problem could be. The laptop is only 5 or so months old, is a very good laptop spec-wise (Intel i7 6700 hq processor, 16Gig DDR4 RAM, SSD, etc..)

    My drivers are up to date as far as i can tell, i've checked for updates in Update & Security in Windows 10 and it says i'm up to date. I have the NVidia GTX-970M dedicated card and am running version 362.00.

    I'm dreading i could have some fautly hardware like my Motherboard or RAM. I'm reallly hoping i don't have to send the laptop to the Acer service centre as i really need my laptop for daily use.

    PLEASE HELP as i need to have this laptop running for work purposes and just in general also.

    Thanks again and sorry for the trouble. Would really appreciate some suggestions or possible causes for all this.

    Michael F.

    P.S. I just left my laptop before, it went into sleep mode & when i got back, i had just a blue screen with the circle of spinning dots, unable to press CTRL-ALT-DEL or do anything, just continually stuck on the blue screen with the rotating dots. I had to to a hard reboot by holding down the Power button for 5 seconds or so. Just too many things like this are happening. I don't know if it's a Windows 10 problem or hopefully not a hardware problem. Sorry for the long post, i really appreciate if someone could help me. Thank you very much.

    Tue, 16th August, 2016. ***Sorry to edit again, i just tried to boot up again without the power chord plugged in (even though i have the laptop fully charged at 100%) & it isn't even able to boot up, staying on a black screen with a triangle cursor. I had to hold the Power button for a few seconds to power off. I then plugged the laptop with the power adaptor and it was then able to boot up. I don't know what';s going on, i have full battery but was only able to boot up while plugged in. Would really appreciate any help with all this. Thanks very much again.
    Last edited by ttrance7; 16 Aug 2016 at 00:52. Reason: Extra information regarding problem/s
      My System SpecsSystem Spec


  2. Joined : Jun 2015
    Posts : 10,897
    Windows 10 Pro / Windows 10 TP / Windows 8.1 Pro / Windows 7 Pro
       16 Aug 2016 #2

    Hi ttrance7,

    I presume that with a BSOD you mean black screen?

    Please open an admin command prompt and enter following command
    Code:
    powercfg /batteryreport /output %USERPROFILE%\Desktop\battery_report.html /Duration 14
    It will create a battery report on your desktop as HTML from the past 14 days, please zip it and upload the zip because it cannot be uploaded directly as the site does not support the HTML extension.
    Screenshots and Files - Upload and Post in Ten Forums - Windows 10 Forums




    Getting BSOD randomly & other issues - Windows 10 (Predator G9-591LV) Diagnostics Test Getting BSOD randomly & other issues - Windows 10 (Predator G9-591LV)
     System File Check

    Please try following:
    • Open an admin command prompt
    • Copy/paste "sfc /scannow" (without quotes) and press enter
    • When it is finished reboot your system
    • Open again an admin command prompt
    • Enter sfc/scannow again

    If sfc/scannow says "Windows Resource Protection found corrupt files but was unable to fix some of them" after the second SFC, please upload the cbs.log file located at %systemroot%\Logs\CBS\, if the file is too large try a 3rd party uploader like dropbox, onedrive, google drive, mediafire etc.
    System File Check(SFC a.k.a. Windows Resource Protection) needs to have your system rebooted in order for sfc to try to fix the problems that it finds.

    Make a photo of SFC and post it.
      My System SpecsSystem Spec


  3. Joined : Aug 2016
    Posts : 34
    Windows 10 Anniversay Update Version 1607
       16 Aug 2016 #3

    Thank you very much for your reply. By BSOD i mean that literal BSOD, blue screen with error message, then instantly reboots on its own and the blue screen with the constantly rotating circle of dots was on a blue screen also. I can't boot the laptop at all now without being plugged in even though my battery is fully charged.

    I've just seen your reply now so i haven't done any of the above you mentioned yet but will do so.

    Thanks again, i will follow your instructions and post back & upload the necessary diagnostic files.
      My System SpecsSystem Spec


  4. Joined : Aug 2016
    Posts : 34
    Windows 10 Anniversay Update Version 1607
       16 Aug 2016 #4

    axe0 said: View Post
    Hi ttrance7,

    I presume that with a BSOD you mean black screen?

    Please open an admin command prompt and enter following command
    Code:
    powercfg /batteryreport /output %USERPROFILE%\Desktop\battery_report.html /Duration 14
    It will create a battery report on your desktop as HTML from the past 14 days, please zip it and upload the zip because it cannot be uploaded directly as the site does not support the HTML extension.
    Screenshots and Files - Upload and Post in Ten Forums - Windows 10 Forums




    Getting BSOD randomly & other issues - Windows 10 (Predator G9-591LV) Diagnostics Test Getting BSOD randomly & other issues - Windows 10 (Predator G9-591LV)
     System File Check

    Please try following:
    • Open an admin command prompt
    • Copy/paste "sfc /scannow" (without quotes) and press enter
    • When it is finished reboot your system
    • Open again an admin command prompt
    • Enter sfc/scannow again

    If sfc/scannow says "Windows Resource Protection found corrupt files but was unable to fix some of them" after the second SFC, please upload the cbs.log file located at %systemroot%\Logs\CBS\, if the file is too large try a 3rd party uploader like dropbox, onedrive, google drive, mediafire etc.
    System File Check(SFC a.k.a. Windows Resource Protection) needs to have your system rebooted in order for sfc to try to fix the problems that it finds.

    Make a photo of SFC and post it.
    I entered the command line for the battery report and zipped the html battery file to my desktop but i can't see any paperclip option to upload this file here. I am missing something? When i originally posted the BSOD log i saw the paperclip icon & was able to upload the file here but all i see is the Insert Image icon but the battery html/zip isn't an image file i'm presuming. Anyway, also after running sfc /scannow TWICE, both times it came back with the message: "Windows Resource Protection did not find any integrity violations"

    Sorry i just now saw the Manage Attachments option below is where you select to attach files (i was looking at the icons above where i found the paperclip icon when i uploaded the original log for the BSOD. The battery html report is hopefully uploaded correctly. Sorry again.
    Last edited by ttrance7; 16 Aug 2016 at 11:02. Reason: Didnt see the "Manage Attachments" option, sorry
      My System SpecsSystem Spec


  5. Joined : Jun 2015
    Posts : 10,897
    Windows 10 Pro / Windows 10 TP / Windows 8.1 Pro / Windows 7 Pro
       16 Aug 2016 #5

    Your battery is perfectly fine, please remove the battery and put it back in. See if that makes improvements.

    I don't see any BSOD crash recorded, please check the recovery settings How to configure minidump | Windows 10 tutorial
      My System SpecsSystem Spec


  6. Joined : Aug 2016
    Posts : 34
    Windows 10 Anniversay Update Version 1607
       16 Aug 2016 #6

    axe0 said: View Post
    Your battery is perfectly fine, please remove the battery and put it back in. See if that makes improvements.

    I don't see any BSOD crash recorded, please check the recovery settings How to configure minidump | Windows 10 tutorial
    Thanks very much for the quick reply. My battery isn't removable from this laptop model. I can still only boot up if i am plugged in; i get the Acer Predator logo then the screen just goes black with a movable cursor but never gets to the login Windows screen.

    If i'm plugged in however, i am able to boot up fine. I definitely have had multiple BSOD so i'm not sure why the original file i uploaded hasn't shown as such. I'm very worried it could be a hardware issue like the Motherboard of RAM which i'm hoping it isn't.

    I'll have a look at the How to configure minidump tutorial to make sure it is configured correctly.
    I am so confused as to what the problem/s could be.
      My System SpecsSystem Spec


  7. Joined : Jun 2015
    Posts : 10,897
    Windows 10 Pro / Windows 10 TP / Windows 8.1 Pro / Windows 7 Pro
       16 Aug 2016 #7

    Please disable your Nvidia graphics in device manager if you use it and see if that helps with the boot process.
      My System SpecsSystem Spec


  8. Joined : Aug 2016
    Posts : 34
    Windows 10 Anniversay Update Version 1607
       16 Aug 2016 #8

    axe0 said: View Post
    Please disable your Nvidia graphics in device manager if you use it and see if that helps with the boot process.
    Wow. I disabled the NVIDIA dedicated graphics card from Device Manager, rebooted, unplugged just on battery and it now boots up fine! Thank you so much! I'm hoping it will help all the other problems i've been having also (the random BSOD i've encountered using Excel and browsing and the problem when the laptop goes to sleep, sometimes unable to wake with a black screen and another time coming back to my laptop with a blue screen with the rotating circle of dots just continuing, unable to reboot (CTRL-ALT-DEL) did nothing), only pressing the Power button for a few seconds to completely shut down.

    THANK YOU! You are a champion and i appreciate all your help very much.
    I don't want to have to disable the Nvidia graphics card though, it's one of the reasons i purchased this laptop in the first place.
    What do you recommend i should do?
      My System SpecsSystem Spec


  9. Joined : Jun 2015
    Posts : 10,897
    Windows 10 Pro / Windows 10 TP / Windows 8.1 Pro / Windows 7 Pro
       16 Aug 2016 #9

    Please enable the Nvidia graphics card and try the following:

    Please uninstall everything of Nvidia using Display Driver Uninstaller and install new drivers from Acer. Be sure the clean install box is checked and only install the Graphics driver and the PhysX driver, you can use this tutorial for the installation part NVIDIA Drivers - Avoid Problems - Windows 7 Help Forums
    Attachment 96502
    Note   Note
    The installation part is focused for desktop systems, it is possible that your installation setup is different.
      My System SpecsSystem Spec


  10. Joined : Aug 2016
    Posts : 34
    Windows 10 Anniversay Update Version 1607
       16 Aug 2016 #10

    Thank you so much. I uninstalled the NVIDIA drivers using the DDU application. Everything seems fine so far. Windows rebooted.

    The Acer website has been very slow in updating drivers and the latest version of the NVIDIA driver on their site is version 359.00. I looked on NVIDIA's site and they have a few releases after that, specifically for Windows 10 Anniversary Update which is the current windows version i'm running. The driver version on the NVIDIA website is 372.54 (the one that i just uninstalled was version 362.00) so i'm unsure which is the best one to download & install.

    Acer has older 359.00 version as their latest, NVIDIA has had a few more versions and like i said i was on 362.00 but now they have another one that just came out that is 372.54 which just came out on 2 days ago it looks like.
    What do you recommend? Sorry for the trouble, i just want to get this right and have the most compatible for my laptop.
      My System SpecsSystem Spec


 
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