Hello. My name is XXXXX XXXXX I will be assisting you today.
let me know when you are ready.
how old is the computer
About 4 years
which key are you trying to hit to get into the bios
Try F2 to get into the bios
Tried it; doesn't work
do you see the message at the bottom of the screen which says F10 to enter bios setup F2 or Del key
No message at bottom of screen
we will have to identify the cause of the problem whether its the hard drive or something else
remove the battery from the computer
sorry, message at bottom of screen "press F2 to enter set up"
i knew it, thanks for confirming
remove the batteryh
unplug the acadapter.
ok battery removed; also disconnected from mains?
now keep the power button pressed and hold it down for 30 to 40 seconds
without connecting the battery and ad power
AC adapter is power supply?
ok held down power button as described. What now?
now just connect the ac adapter and try turning on the computer.
keep hitting F2 few times as soon as you turn it on
are you able to get into the bios now
No joy, back to Acer splash screen
can you remove the hard drive from the laptop and then try to enter to the bios
unplug the ac adapter
close the lid
and then use a philips screw diver to access the hard drive bay at the bottom
then remove the drive
drive removed; just about to repower and try to access bios
no joy; splash screen as before
if we are not able to get into the bios that means the problem could be the motherboard bios.
did you try to update the bios before the problem arise
remove the hardv drive
remove the memory module and re seat the memory modules back and then try to go into the bios.
I should have mentioned that I had done this but I will try again
did you try removing the harddrive, dvd drive and reseat the memory and the try to get into the bios with no go situation.
Didn't remove the dvd drive but will now do
remove the dvd hdd and no other device must be connected to laptop then try.
It looks like the whole back must come off to remove the dvd drive; am I correct or is there an easier way?
i will give you a video you can remove it after you watch it.
Thanks that was a lot easier but no joy; same splash screen
if still the same then you will have to get the motherboard checked and update the bios.
Get the board checked by a qualified laptop technician as per my experience the board has a problem with the bios chip
i have identified the problem and its the motherboard issue.
if the memory is bad you will not even get an Acer splash screen and will hear long 2 beep codes for memory error.
OK I had come to the conclusion before contacting you that it must be a motherboard problem but it is useful to have it confirmed. I am not an expert but is there anything I could do with the MB myself?
you can try to download bios update and follow the instruction how to update the bios using a usb drive.
I had already downloaded the most up to date bios and tried to flash but no joy. Do you have a set of instructions as to how to do a USB application?
nomally its a zip file or an exe self extracting file which creates a bootable disk with the updated files and as you boot the computer using the bootable usb is gives you the onscreen steps to update the bios.
If you have already followed the steps then you will have to get the motherboard repaired they will remove the bios chip and will replace it which requires the correct version and updated files.
ok I think this is probably as far as we can go at this point?
We have tested at the extreme point an no technician can run more tests beyond this point.
feel free to ask if you have more questions
Many thanks Michelle
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