Acer Swift 3 - black screen

Qtowens

Hello,
Just recently purchased an Acer Swift 3 laptop. I like the laptop, except for the “ black screen” that happens occasionally. Happened last two times during Zoom video conferences and had to be shutdown and restarted. Online discussions I’ve seen only talk about possible work arounds, not what is actually causing the “black screen”, any help is appreciated in advance...

TSPhillipT

Hello @Qtowens
Welcome to the Micro Center Community!

When your laptop blackscreens, is it permanent or does the blackscreen just flash for a bit and goes away?  

Qtowens

Hi there, thanks for responding. No, it does not flash and then come back on. It stays black and has to be restarted by holding down the power button for 10 seconds.

PowerSpec_MichaelB

That is certainly curious. There are several potential culprits that can cause a screen to blackout and stay that way. To rule out which ones are potential issues, I'll need a little more info. When the screen goes black during your meetings, can you still hear audio? If you can still hear audio, it means the system hasn't crashed or halted, so it's likely driver related. To that effect, we can try a new graphics driver: https://global-download.acer.com/GDFiles/Driver/VGA/VGA_Intel_25.20.100.7101_W10x64_A.zip?acerid=637051762806057658&Step1=ULTRA-THIN&Step2=SWIFT&Step3=SF314-57&OS=ALL&LC=en&BC=ACER&SC=PA_6.

Also, if you can still hear audio when it goes black, can you try plugging into an external monitor or television? I am curious to see the status of the Intel HD graphics in device manager when this occurs.