I have the same problem here and they refuse to give me support because I bought my laptop in another country while traveling.
This company sucks, will avoid Acer in the future that's for sure.
My Acer Aspire won't start now. And the power and charging lights aren't turning on.
This notebook only brought me headaches from the start and now won't even power on!
Tried contacting Acer but I bought this piece of garbage in China and they refuse to give me support in any other country...