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Richard
Richard, Android Specialist
Category: Android Devices
Satisfied Customers: 33891
Experience:  Android Systems Specialist
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I have an Asus all in one desk top it was working fine

Customer Question

Hi I have an Asus all in one desk top
it was working fine albeit a little slow
decided to restart as it wasn't connecti to the vpn I was using
now it wont come back on
although the light on the start button
is visible
Submitted: 1 year ago.
Category: Android Devices
Customer: replied 1 year ago.
when can I expect an answer, this is urgent
Expert:  Richard replied 1 year ago.

Hi there and sorry about the delay in answering Estelle.

You still need assistance with this? Please let me know. I am now on and will respond immeditelty

Customer: replied 1 year ago.
I do
Expert:  Richard replied 1 year ago.

Thanks

Can you remove the power plug to the Asus, then hold the power button in for 60 seconds then release.

Then connect the power plug and turn it on and tell me if it then starts please Estelle.

Let me know the results please.

Customer: replied 1 year ago.
done that already
it didn't work
Expert:  Richard replied 1 year ago.

ok, it can take a few attempts to drain residue power, can you repeat 3 times please as I want to make sure all the power is removed.

Customer: replied 1 year ago.
no it didn't work again
the light is on but nothing is happening the screen is black
Expert:  Richard replied 1 year ago.

ok, disconnect everything from the Acer, so memory sticks, keyboards, ,printers, anything physically connected to the computer.

Then repeat the procedure and only try to start it with only the power cable connected.

Let me know the results please.

Customer: replied 1 year ago.
ok it came up with the Asus logo and then black screened again
Expert:  Richard replied 1 year ago.

ok, now while its like this, unplug the power cable from the wall socket, but leave it connected to the computer.

Hold power down for 60 seconds, release.

Wait 1 minute, then hold power down and with it held, connect the power to the wall socket.

Tell me if it then starts please.

Customer: replied 1 year ago.
no it didnt
Expert:  Richard replied 1 year ago.

Is it plugged directly into the wall or via a power extension board?

Customer: replied 1 year ago.
extension
Customer: replied 1 year ago.
It cant reach a power out let and it has been fine until now
Customer: replied 1 year ago.
i took everything out of the power board
Expert:  Richard replied 1 year ago.

ok, but I just want to be sure its not the extension. Can you try with a different extension board or preferably directly into the power socket please

Even though its been fine until now it does not mean an issue has occurred on it.

Customer: replied 1 year ago.
ok just used something else and its still doing the same thing
Expert:  Richard replied 1 year ago.

Thanks

It is the motherboard that has faulted. We have ruled everything else out.

I am really sorry about this and you are going to have to return the computer to have this replaced. It will be covered by the warranty if this has not expired, and the replacement will be done at no cost to you.

I am really sorry about this, and if you have problems, or would like any additional information or assistance, please do not hesitate to let me know.

And if you can take a second to rate my service, that would be greatly appreciated.

Thank you

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