Blue screen

notageek1 · 03-20-2009, 01:58 PM

I own an Acrer Aspire 4720Z, I bought it in the final month that I was to be living in Dubai, two weeks after purchase I had a SMART failure predicted on HD 2. My hard drive crashed. Since I was getting on a plane to come home the following week, I decided that time WASN'T on my side and that I'd handle the whole thing back in the States.

I got home and got the ultimate run around from Acer for 2 months (2 months that I was chained to my desktop), finally a kind hearted "Level 2" tech (a title acer reserves for techs who can deal with overseas purchases) said that he was willing to replace the hard drive and to send it in.

They replaced the HD, unfortunately they failed to install an Operating System, because they said that, "acer is a regional company and they don't have the specific OS that was previously installed in the Mid-East." blah, blah, blah. So, I bit the bullet and went out and purchased Vista separately (Not cheap.)

So here we are, my sevice receipt from Acer says 12/04/09; and just yesterday I got the BLUE SCREEN OF DEATH again. 1,000 calls to Acer later (and after I'm told that my issue is not available on the free support line, but for $x.xx/min they'd be glad to help....)

Finally I reach a human being and I'm told that since my laptop was bought in Dubai, I'm only covered under a "Traveler's Warranty" which expires after 90 days, when I point out that I'm calling requesting servicing for the exact same issue, the "customer service" rep tells me that I am actually 2 weeks outside my parts and labor coverage for "this issue."

So my question: Aside from hurling this piece o' s**t into the Hudon River (my original plan), can anybody tell me the steps necessary for replacing the Hard Drive myself? I'm not a geek, but I'm not a moron either. Any/all help is much appreciated.

**TriggerFinger** · 03-20-2009, 02:12 PM

I highly recommend getting the service manual from Acer support website. I believe they have one for your specific model. This usually is found in their Driver DOWNLOAD page. Try this: ftp://ftp.work.acer-euro.com/noteboo...ENG_McAfee.pdf

With the service manual, it is easy to replace the hard drive.

notageek1 · 03-20-2009, 02:48 PM

Hi,

Thanks for your super quick reply. And yes, I had already downloaded the manual from iscrib, but for the life of me can't find anywhere in there that deals with replacing the HD. I'm just wondering, since my training is in Clinical Psych, if I'm along the right lines in thinking that I have a HD failure on my hands. To recap: upon powering on, immediately I get a blue screen that tells me ..."Windows failed to load...it has been shut down to prevent damage to my system...." It then runs through a series of steps that I should take.

Again, I really appreciate any and all advice that you can give me. Thanks a lot

Jenny

**raptor_pa** · 03-20-2009, 02:54 PM

Sounds more like a logical failure of the file system than a failure of the HD itself.

**TriggerFinger** · 03-20-2009, 02:54 PM

ftp://ftp.work.acer-euro.com/noteboo...ENG_McAfee.pdf

Try the file above. It does not teach you how to remove the hard drive but it tells you the location. I believe you can figure it out from there.

notageek1 · 03-20-2009, 07:01 PM

Quote:

Originally Posted by TriggerFinger

ftp://ftp.work.acer-euro.com/noteboo...ENG_McAfee.pdf

Try the file above. It does not teach you how to remove the hard drive but it tells you the location. I believe you can figure it out from there.

Dear TriggerFinger,

Thanks so much for your advice. I love taking things apart, but I'll research a remedy to your initial suggestion first; logical failure of the file system. If/when I rule that out, I'll have screwdriver in hand to open 'er up. Quick question; since I'll be removing that whole back plate housing both the HD and the memory compartment, I only need to be concerned with replacing the HD, right? Is there any possibility that maybe the RAM is corrupted? I'm sure if I actually knew anything about computers, that would surely be a stupid question and you may be laughing at me now, but I'm just trying to reasonably deduce why this darn HD keeps failing. Again...Thanks a million.

**TriggerFinger** · 03-20-2009, 07:08 PM

Quote:

Originally Posted by notageek1

Dear TriggerFinger,

...I only need to be concerned with replacing the HD, right? -- yes, just the HDD. Do not touch anything under the cover except the HDD. Reminder, remove all sources of power before opening it up (battery and ac adapter).

Is there any possibility that maybe the RAM is corrupted? -- you can test this if you want (yes even without the HDD). Get Memtest86+ cd image (.ISO) and burn that into a blank CD. Steps on how to 'properly' burn an ISO file can be found on the link on my sig. If you do it the wrong way, and not as described on the linked document, your CD copy is useless and a waste.

I'm sure if I actually knew anything about computers, that would surely be a stupid question and you may be laughing at me now, but I'm just trying to reasonably deduce why this darn HD keeps failing.

Again...Thanks a million.

notageek1 · 03-21-2009, 11:56 PM

Quote:

Originally Posted by raptor_pa

Sounds more like a logical failure of the file system than a failure of the HD itself.

What are my options for fixing a logical failure of the file system? Truth be told, I disrupted the computer while it was installing updates...I don't know if that narrows the field of possibilities. I've already spent so much $ on this laptop, I'm really just looking for the best chance at fixing it/most cost efficient option. Again, a million thanks.

Jenny

**TriggerFinger** · 03-22-2009, 07:40 AM

You can also test the HDD for any hardware errors. If it comes out clean then you know it is more likely a Windows related error. But that was not the question you asked in post#1, right?

Quote:

So my question: Aside from hurling this piece o' s**t into the Hudon River (my original plan), can anybody tell me the steps necessary for replacing the Hard Drive myself? I'm not a geek, but I'm not a moron either. Any/all help is much appreciated

.

notageek1 · 03-22-2009, 01:02 PM

No, you're right. That wasn't my original question, but like I said, I don't know much about computers, I only even became aware of the possibility that it could be something other than the HD (which was the problem the last time I got the blue screen-however, I also got a SMART failure warning then which is not present now) when raptor_pa suggested it.

Nothing I've read in my research tells me how the average joe could differentiate between a hardware or a logical failure.

I'm also getting a message now that says...Windows failed to start...insert Windows installation disc...and that if failed yo start because the:

file: ntoskrnl.exe
status: 0x0000098

is missing or corrupt.

When I boot it with Ubuntu and go into my file support system, it says:

initrd.img and vmlinuz are broken.

I have some more info, but I have no idea what any of it means. If anybody can make any sense out of what I've written, I would really appreciate it. Thanks.

**raptor_pa** · 03-22-2009, 02:52 PM

Best bet would seem to be to zero-wipe the disk with d-ban boot disk-this will erase the entire disk surface, any issues from teh old file system will be gone, also tho data will be unrecoverable, then start reinstalling XP. There still could be HD issues, but a clean install will help isolate them. After the install starts partition and reformat the disk in the setup. If this is a SATA drive, you will probably need to slipstream the SATA drivers into an XP setup disk - nlite makes that pretty painless, or if you have them on floppy you can hit f-6 when prompted and install them from the floppy. If this is an Acer restore disk, I would expect the proper SATA drivers would already be installed. If the drive is PATA/IDE then no drivers will be needed.

**TriggerFinger** · 03-22-2009, 04:31 PM

I agree with raptor_pa. A fresh install could help. The SMART error you got before could come out if you run HDD diagnostics.

notageek1 · 03-22-2009, 08:36 PM

Quote:

Originally Posted by raptor_pa

Best bet would seem to be to zero-wipe the disk with d-ban boot disk-this will erase the entire disk surface, any issues from teh old file system will be gone, also tho data will be unrecoverable, then start reinstalling XP. There still could be HD issues, but a clean install will help isolate them. After the install starts partition and reformat the disk in the setup. If this is a SATA drive, you will probably need to slipstream the SATA drivers into an XP setup disk - nlite makes that pretty painless, or if you have them on floppy you can hit f-6 when prompted and install them from the floppy. If this is an Acer restore disk, I would expect the proper SATA drivers would already be installed. If the drive is PATA/IDE then no drivers will be needed.

Hi, thanks for the response. I followed your advice and attempted to do the disk wipe with d-ban, but now the laptop is not even reading the disk in the cd drive. I have the boot order set up to boot from cd/dvd first, but it's still just going to the blue screen totally bypassing the disk! UGGHHHH.

I guess I'm going to have to attempt to get in touch with Acer again tomorrow. I think this is a bigger problem than I can fix even with the expert help from you, raptor_pa and TriggerFinger. But I seriously really do appreciate your taking the time to try to help me. Thanks again.

Still notageek:)

notageek1 · 03-22-2009, 08:39 PM

Quote:

Originally Posted by TriggerFinger

I agree with raptor_pa. A fresh install could help. The SMART error you got before could come out if you run HDD diagnostics.

Thanks a lot for your advice, TriggerFinger, but it's wayyy beyond my ability to even pretend I have any idea what you guys are even talking about anymore. I think my best bet is to call Acer back tomorrow and then throw myself at their mercy. I just wanted to thank you again for trying to help me. Have a great night.

Jenny

**TriggerFinger** · 03-22-2009, 09:47 PM

I understand you may find it difficult but running the test is easy. If you know how to download and burn files into a blank CD and boot from CD/DVD drive then you can run the test. To interpret the test can be easy too just don't go too technical about it (IMHO), like if you see an error, consider replacing the part.

notageek1 · 03-23-2009, 10:10 AM

I just got off the phone with Acer a few minutes ago (they made me use, "Ask Acer," their pay for support line. They man confirmed that it is a software issue and said that nobody but them would know how to fix it and that it's going to cost an additional $199.99. I am just dumbfounded at what a costly mistake buying an Acer has been:(

**TriggerFinger** · 03-23-2009, 11:30 AM

Hi Jenny,

Yep the can be expensive. But if you really need the service and you really need your computer; the cost of service would not matter that much.

You can also try Geek Squad or your neighborhood computer repair shop. About what the ACER support said, if it is a software issue (and if they are referring to Windows), don't you think that Microsoft knows more how to fix it than they do?

Just my two cents

03-20-2009, 01:58 PM	#1 (permalink)
notageek1 Registered User Join Date: Mar 2009 Posts: 9 OS: Vista	Blue screen I own an Acrer Aspire 4720Z, I bought it in the final month that I was to be living in Dubai, two weeks after purchase I had a SMART failure predicted on HD 2. My hard drive crashed. Since I was getting on a plane to come home the following week, I decided that time WASN'T on my side and that I'd handle the whole thing back in the States. I got home and got the ultimate run around from Acer for 2 months (2 months that I was chained to my desktop), finally a kind hearted "Level 2" tech (a title acer reserves for techs who can deal with overseas purchases) said that he was willing to replace the hard drive and to send it in. They replaced the HD, unfortunately they failed to install an Operating System, because they said that, "acer is a regional company and they don't have the specific OS that was previously installed in the Mid-East." blah, blah, blah. So, I bit the bullet and went out and purchased Vista separately (Not cheap.) So here we are, my sevice receipt from Acer says 12/04/09; and just yesterday I got the BLUE SCREEN OF DEATH again. 1,000 calls to Acer later (and after I'm told that my issue is not available on the free support line, but for $x.xx/min they'd be glad to help....) Finally I reach a human being and I'm told that since my laptop was bought in Dubai, I'm only covered under a "Traveler's Warranty" which expires after 90 days, when I point out that I'm calling requesting servicing for the exact same issue, the "customer service" rep tells me that I am actually 2 weeks outside my parts and labor coverage for "this issue." So my question: Aside from hurling this piece o' s**t into the Hudon River (my original plan), can anybody tell me the steps necessary for replacing the Hard Drive myself? I'm not a geek, but I'm not a moron either. Any/all help is much appreciated.

03-20-2009, 02:12 PM	#2 (permalink)
TriggerFinger Moderator Hardware Team Join Date: Jan 2008 Location: USA Posts: 11,846 OS: Vista SP1, XP SP3, PCLinuxOS2007	Re: Blue screen I highly recommend getting the service manual from Acer support website. I believe they have one for your specific model. This usually is found in their Driver DOWNLOAD page. Try this: ftp://ftp.work.acer-euro.com/noteboo...ENG_McAfee.pdf With the service manual, it is easy to replace the hard drive. __________________ DBAN - Memtest86+ - BartPE - Linux LiveCD - ImgBurn - HDD Diags - Disk Copy HOW TO BURN AN ISO FILE

03-20-2009, 02:48 PM	#3 (permalink)
notageek1 Registered User Join Date: Mar 2009 Posts: 9 OS: Vista	Re: Blue screen Hi, Thanks for your super quick reply. And yes, I had already downloaded the manual from iscrib, but for the life of me can't find anywhere in there that deals with replacing the HD. I'm just wondering, since my training is in Clinical Psych, if I'm along the right lines in thinking that I have a HD failure on my hands. To recap: upon powering on, immediately I get a blue screen that tells me ..."Windows failed to load...it has been shut down to prevent damage to my system...." It then runs through a series of steps that I should take. Again, I really appreciate any and all advice that you can give me. Thanks a lot Jenny

03-20-2009, 02:54 PM	#4 (permalink)
raptor_pa Mod Hardware Team Join Date: Dec 2008 Location: Central PA Posts: 4,903 OS: XP	Re: Blue screen Sounds more like a logical failure of the file system than a failure of the HD itself. __________________

03-20-2009, 02:54 PM	#5 (permalink)
TriggerFinger Moderator Hardware Team Join Date: Jan 2008 Location: USA Posts: 11,846 OS: Vista SP1, XP SP3, PCLinuxOS2007	Re: Blue screen ftp://ftp.work.acer-euro.com/noteboo...ENG_McAfee.pdf Try the file above. It does not teach you how to remove the hard drive but it tells you the location. I believe you can figure it out from there. __________________ DBAN - Memtest86+ - BartPE - Linux LiveCD - ImgBurn - HDD Diags - Disk Copy HOW TO BURN AN ISO FILE

03-22-2009, 01:02 PM	#10 (permalink)
notageek1 Registered User Join Date: Mar 2009 Posts: 9 OS: Vista	Re: Blue screen No, you're right. That wasn't my original question, but like I said, I don't know much about computers, I only even became aware of the possibility that it could be something other than the HD (which was the problem the last time I got the blue screen-however, I also got a SMART failure warning then which is not present now) when raptor_pa suggested it. Nothing I've read in my research tells me how the average joe could differentiate between a hardware or a logical failure. I'm also getting a message now that says...Windows failed to start...insert Windows installation disc...and that if failed yo start because the: file: ntoskrnl.exe status: 0x0000098 is missing or corrupt. When I boot it with Ubuntu and go into my file support system, it says: initrd.img and vmlinuz are broken. I have some more info, but I have no idea what any of it means. If anybody can make any sense out of what I've written, I would really appreciate it. Thanks.

03-22-2009, 02:52 PM	#11 (permalink)
raptor_pa Mod Hardware Team Join Date: Dec 2008 Location: Central PA Posts: 4,903 OS: XP	Re: Blue screen Best bet would seem to be to zero-wipe the disk with d-ban boot disk-this will erase the entire disk surface, any issues from teh old file system will be gone, also tho data will be unrecoverable, then start reinstalling XP. There still could be HD issues, but a clean install will help isolate them. After the install starts partition and reformat the disk in the setup. If this is a SATA drive, you will probably need to slipstream the SATA drivers into an XP setup disk - nlite makes that pretty painless, or if you have them on floppy you can hit f-6 when prompted and install them from the floppy. If this is an Acer restore disk, I would expect the proper SATA drivers would already be installed. If the drive is PATA/IDE then no drivers will be needed. __________________

03-22-2009, 04:31 PM	#12 (permalink)
TriggerFinger Moderator Hardware Team Join Date: Jan 2008 Location: USA Posts: 11,846 OS: Vista SP1, XP SP3, PCLinuxOS2007	Re: Blue screen I agree with raptor_pa. A fresh install could help. The SMART error you got before could come out if you run HDD diagnostics. __________________ DBAN - Memtest86+ - BartPE - Linux LiveCD - ImgBurn - HDD Diags - Disk Copy HOW TO BURN AN ISO FILE Last edited by TriggerFinger; 03-22-2009 at 04:39 PM.

03-22-2009, 09:47 PM	#15 (permalink)
TriggerFinger Moderator Hardware Team Join Date: Jan 2008 Location: USA Posts: 11,846 OS: Vista SP1, XP SP3, PCLinuxOS2007	Re: Blue screen I understand you may find it difficult but running the test is easy. If you know how to download and burn files into a blank CD and boot from CD/DVD drive then you can run the test. To interpret the test can be easy too just don't go too technical about it (IMHO), like if you see an error, consider replacing the part. __________________ DBAN - Memtest86+ - BartPE - Linux LiveCD - ImgBurn - HDD Diags - Disk Copy HOW TO BURN AN ISO FILE

03-23-2009, 10:10 AM	#16 (permalink)
notageek1 Registered User Join Date: Mar 2009 Posts: 9 OS: Vista	Re: Blue screen I just got off the phone with Acer a few minutes ago (they made me use, "Ask Acer," their pay for support line. They man confirmed that it is a software issue and said that nobody but them would know how to fix it and that it's going to cost an additional $199.99. I am just dumbfounded at what a costly mistake buying an Acer has been:(

03-23-2009, 11:30 AM	#17 (permalink)
TriggerFinger Moderator Hardware Team Join Date: Jan 2008 Location: USA Posts: 11,846 OS: Vista SP1, XP SP3, PCLinuxOS2007	Re: Blue screen Hi Jenny, Yep the can be expensive. But if you really need the service and you really need your computer; the cost of service would not matter that much. You can also try Geek Squad or your neighborhood computer repair shop. About what the ACER support said, if it is a software issue (and if they are referring to Windows), don't you think that Microsoft knows more how to fix it than they do? Just my two cents __________________ DBAN - Memtest86+ - BartPE - Linux LiveCD - ImgBurn - HDD Diags - Disk Copy HOW TO BURN AN ISO FILE