[SOLVED] Unable to access Firmware on Acer after Linux Installation

cybe-arch · 2024-10-07 13:00:23

I recently got an Acer Swift SFG16-72-91TX, updated the Firmware to version V1.14 using Windows. Afterward, I erased all partitions and installed Arch Linux. The system boots into Linux using systemd-boot without issue, but now I cannot access the Firmware Setup.

When attempting to enter the Firmware by pressing F2, F12, or Fn+F2 during startup, the system only shows the Acer splash screen indefinitely with the fans running, but no further activity. The same with

systemctl reboot --firmware-setup

or selecting "Reboot into firmware" from systemd-boot.

Firmware Information

Insyde Corp.
Version: V1.14
Release Date: 08/25/2024

efibootmgr

BootCurrent: 0003
Timeout: 0 seconds
BootOrder: 0003,0000,2001,2002,2003
Boot0000* HDD0: HFS001TEJ9X110N	PciRoot(0x0)/Pci(0xe,0x0)/NVMe(0x1,AC-E4-2E-00-4A-57-E5-52)/HD(1,GPT,46e396dc-21ec-46a5-b172-deea633c63d9,0x800,0x100000)RC
Boot0003* Linux Boot Manager	HD(1,GPT,46e396dc-21ec-46a5-b172-deea633c63d9,0x800,0x100000)/\EFI\systemd\systemd-bootx64.efi
Boot2001* EFI USB Device	RC
Boot2002* EFI DVD/CDROM	RC
Boot2003* EFI Network	RC

fdisk -l

Device           Start        End    Sectors   Size Type
/dev/nvme0n1p1    2048    1050623    1048576   512M EFI System
/dev/nvme0n1p2 1050624 2000408575 1999357952 953.4G Linux filesystem

Any suggestions on how to fix this?

I’ve already reached out to Acer support about this issue. However, based on their initial response, I’m not optimistic that it will be properly addressed through that channel.

Related issues:
https://community.acer.com/en/discussio … attempt/p1

https://www.reddit.com/r/linuxquestions … ing_linux/

https://community.acer.com/en/discussio … 3-sf314-52

https://community.acer.com/en/discussio … nt/1301398

Last edited by cybe-arch (2024-10-15 00:06:05)

ewaller · 2024-10-07 15:22:45

Can you boot from a USB drive?
Edit: Has it booted any OS since the BIOS update?

Last edited by ewaller (2024-10-07 15:24:00)

cybe-arch · 2024-10-07 16:32:18

Yes, I can boot from a USB and directly into Archlinux.
The only problem is that I can't access the BIOS-setup.

Last edited by cybe-arch (2024-10-07 16:32:44)

ewaller · 2024-10-07 16:56:00

Boot from the install media and run the command

systemctl reboot --firmware-setup

and let's see if that takes up to the 'BIOS' menu (It is actually called the firmware setup menu on uEFI systems)

cybe-arch · 2024-10-07 20:49:54

ewaller wrote:

Boot from the install media and run the command
systemctl reboot --firmware-setup
and let's see if that takes up to the 'BIOS' menu (It is actually called the firmware setup menu on uEFI systems)

This also just gives me the eternal Acer Boot Splash.

Currently, I'm not booting directly from the USB drive directly. Instead, I copied vmlinuz-linux and initramfs-linux.img from the USB drive to /efi/arch/boot/x86_64 and created an entry for the USB in

/efi/loader/entries/usb.conf:
title    Arch Linux Install Medium (x86_64, UEFI)
linux    /arch/boot/x86_64/vmlinuz-linux
initrd   /arch/boot/x86_64/initramfs-linux.img
options  archisobasedir=arch archisosearchuuid=2024-10-01-04-30-02-00

However, I'm unsure how to get it to boot from the USB. I tried reordering the BootOrder using efibootmgr, but it didn't seem to work.

Command used

sudo efibootmgr -o 0001,2001,0003,0000,2002,2003

But was reverted after boot.

Last edited by cybe-arch (2024-10-07 21:05:42)

cryptearth · 2024-10-08 03:31:58

cybe-arch wrote:

updated the BIOS to version V1.14 using Windows

you did what EXACTLY?
also cross-post https://community.acer.com/en/discussio … stallation
if this was your first firmware update - NEVER do it from a full blown OS - EVER !
ALWAYS follow the OEMs firmware update instructions!

unfortunately as of the time of writing the acer site is currently down so I can't check the manual - but I'm pretty damn sure it tells you how to do it correctly
although I hope this is not the case - but it could be that you somehow screwed up the flash by doing it from an OS instead of from within the uefi or a prepared flash drive with something like free dos or a very lightweight embedded linux stub

cybe-arch · 2024-10-08 11:19:07

cryptearth wrote:

you did what EXACTLY?
also cross-post https://community.acer.com/en/discussio … stallation
if this was your first firmware update - NEVER do it from a full blown OS - EVER !
ALWAYS follow the OEMs firmware update instructions!
unfortunately as of the time of writing the acer site is currently down so I can't check the manual - but I'm pretty damn sure it tells you how to do it correctly
although I hope this is not the case - but it could be that you somehow screwed up the flash by doing it from an OS instead of from within the uefi or a prepared flash drive with something like free dos or a very lightweight embedded linux stub

I did the firmware update like this: https://community.acer.com/en/kb/articl … k-computer

Last edited by cybe-arch (2024-10-08 11:41:22)

cryptearth · 2024-10-08 11:40:36

I already found the sequel to the linked post: Basically it reboots the system and does the flash in a safe manner. Still for me a point to stay far away from Acer - unless they provide a regular firmware and either a flasher or built-in it's a no-go and reason to avoid these products.

Anyway ...

I've read it a couple times that installing Arch (or any linux for that matter) is said to cause users no longer able to access the bios/uefi - mostly laptops.
Although I doubt that installing Linux (or another bootloader) does cause this but rather it seems issues/bugs in the firmwares only written for and tested with windows - which just break when efibootmgr tries to modify the boot order.

In this case I doubt anyone here can help - as all we can offer is to hint toward reboot into firmware - which you already tried and doesn't work. Best I would do next is to contact Acer support (what you linked is just the community where users help users) as it seems something went wrong with a buggy bios.

Also: Have you tried to reset the bios by diconnect the cmost battery? Could be the bios got stuck after flash due to an unclean windows shutdown.

Head_on_a_Stick · 2024-10-08 11:45:09

cryptearth wrote:

Have you tried to reset the bios by diconnect the cmost battery?

Most UEFI laptops don't have CMOS batteries at all, they rely on NVRAM for everything.

Acer probably has a documented procedure for a firmware reset. For ASUS it's a case of holding down the power button for 40 seconds.

cybe-arch · 2024-10-08 11:48:32

From my recent correspondence with Acer support

Acer email support: I still suspect that the BIOS is not enabled in your Linux version, but the Linux community knows more about that than I do.
Try asking to them here:
https://archlinux.org/

Head_on_a_Stick wrote:

cryptearth wrote:
Have you tried to reset the bios by diconnect the cmost battery?
Most UEFI laptops don't have CMOS batteries at all, they rely on NVRAM for everything.
Acer probably has a documented procedure for a firmware reset. For ASUS it's a case of holding down the power button for 40 seconds.

Thanks, I will try.

cryptearth · 2024-10-08 12:57:49

Seriously? THAT was thier reply? Sorry not sorry but I would file a complaint for the support not just totally missed the actual issue but obviously doesn't have required knowledge both in general and product specific. Although I don't want to insult anyone personal but that's a reply I would expect from an outsourced callcenter in india or pakistan.
Also I would reply that the devices firmware is OS independent and that they should reconsider thier in-house troubleshooting.
It's not a matter of that specific supporter maybe had a bad day - but it's a clear sgn of very bad training that novice supporters should forward such tickets to more senior ones if they don't understand the issue. Yet another red flag not to buy any acer products.

I can just imagine thier replies for this: My dad has a 20" monitor with a max resolution of 1600x900 - wonder what he would get to "how to set 1920x1080?" or "why doesn't it work?"
If sometimes some things make me go GRRR - THIS shoots me right off the cliff.

Last edited by cryptearth (2024-10-08 12:58:30)

cybe-arch · 2024-10-09 22:10:13

After holding down the power button for 40 seconds, the issue remains unresolved. I found the Acer Internal Battery Reset procedure, but I'm concerned that performing this reset might prevent me from both accessing the Firmware Setup and cause the system not to boot. It would be helpful if Acer support could confirm whether this procedure is safe to proceed with, to avoid the risk of returning a bricked device.

Thanks, cryptearth, I tried...

Me:
Thanks for the quick feedback! As this appears to be a more complex firmware issue, I am wondering if it is possible to be put in touch with a senior technician or other specialist who has more in-depth knowledge of this area?

Acer email support:
As we do not support Linux, get hold of the Linux support here:
https://archlinux.org/

I've referred them to this thread and made one last attempt by sending following email to UK support, before I'm returning it.

Dear Acer Support Team,
I recently got an Acer Swift SFG16-72-91TX, updated the Firmware to the latest version V1.14 using Windows.
Afterward, I erased all partitions, disabled Secure Boot and installed Arch Linux.
The system boots into Linux seamlessly using systemd-boot and all features appear to function normally.
However, I am encountering a significant issue: I am unable to access the Firmware Setup (F2 "BIOS") and Boot Device Selection Menu (F12).
When attempting to enter the Firmware Setup by pressing F2 or F12 during startup, the system displays the Acer splash screen and remains there indefinitely, with the fans running but no further activity.
The same behavior occurs when selecting the "Reboot into Firmware" option from systemd-boot or executing the 'systemctl reboot --firmware-setup' command.
I understand that Acer does not officially support Linux, but this issue appears to be unrelated to the Linux installation itself.
It is evidently a firmware-related problem that should be addressed upstream. Given that accessing the firmware setup is a fundamental function, this issue affects essential system maintenance and configuration,
regardless of the operating system.
I previously reached out to Acer Support in Norway, but their response was, "We don't support Linux." Since this problem is firmware-based and not tied to Linux, I am hoping that Acer's development team can
investigate this issue further and provide a firmware update to resolve it.
I appreciate your attention to this matter and look forward to your response.

TBC...

Last edited by cybe-arch (2024-10-09 22:24:20)

cryptearth · 2024-10-09 23:08:45

in the hope that any of acer actualy read this:

Dear Acer,
I'm in support myself for 12 years now - and your handling of this case shows some serious issues within your in-house training. Please consider seeking advice from external 3rd party specialists to audit your customer support and related training.
This ticket was likely dismissed due to:
a) the supporter just not understood the problem at all
b) just closed the ticket for the sake of fast successful closing - btw: some courts may consider this FRAUD!
c) someone just had a bad day - happens
d) someone doesn'T like thier job - actions should be taken! - a customer service agent who screws of customers just because they don't care about thier job have to be removed
e) (likely in combination with c and d) pressure from up top - yes, I know this stupid "we all have to hit our KPIs" - but this is very bad for the health of your agents and lead to burn out - and its a full stop red flag that there's something serious wrong in your management - refer back to external auditing

In the end - as OP stated - if you don'T want to put some effort into this you will lose this customer as they will return the product and get some other from some other oem. If you want to keep OP as your customer show it.

Also: Please reconsider re-open this ticket and manual assign some senior support. This is clearly NOT an issue about Linux AT ALL! As I stated: The firmware was likely developed with Windows in mind and hence tested with it only - or in other words: Your QA failed horrible to validate UEFI specs. Such product should not be released with such flaws.

--- back to topic
as it sounds you just got that device - yes, do it - if acer doesn't feel competent enough to support you for thier product - return it to the seller and tell them about it
I would go as far as requesting some manager to tell them about bad acer customer support and that the should reconsider providing these products any further - this sounds harsh but someone has to start somewhere

it's very bad to read about such stuff - oems failing validating thier obvious faulty implementations against specs - and seemingly noone ever tried such - this reminds me of times about 15 years ago: all those who study IT tell you "don't buy mac" - and then you see them all over campus with thier macbooks

as you seem to still be able to boot - prepare an install medium and try to boot that - if you can't boot it diectly boot it via systemd-boot as chainloading - this way you should get a windows PE (pre-installation environment) or a regular windows install media to start and maybe try reinstalling windows - I would like to know if using its "reboot into firmware" would work
these are those moments when I would get my hands on that hardware myself just to tinker the crap out of it

cybe-arch · 2024-10-14 23:32:34

After receiving Acer's last support message, I decided to give up on them. It almost felt like they were messing with me:

Acer email support:
Did you follow this guide when you installed linux?
https://www.youtube.com/watch?v=AYxaNjbC1wg
This is also a very good guide from a professional Linux user:
https://www.youtube.com/watch?v=_Ua-d9OeUOg

Anyway, I finally mustered the courage to delete the entry \systemd\systemd-bootx64.efi using efibootmgr, despite the risk of potentially bricking my device, as I couldn't access the firmware or boot menu. Thankfully, once I removed it, I was able to access the firmware setup successfully.

From there, I followed these steps:

Set the supervisor password.
Enable Secure Boot.
Mark the UEFI file as trusted: EFI\systemd\systemd-bootx64.efi.
Disable Secure Boot again.
Re-add my bootloader entry in EFI.

And that finally resolved the issue.

Wrote a wiki page about it here: https://wiki.archlinux.org/title/Acer_S … stallation

Thanks for you support cryptearth.

And finally, F**K Acer. They really should fix their crappy support and buggy firmware.

Last edited by cybe-arch (2024-10-14 23:58:04)

cryptearth · 2024-10-15 06:57:54

DANG
ok - from several possible outcomes I have not expected THAT ... the strange behaviour of the uefi that is
as for the support: I don't know that ksk guy - but recommending archinstall - nope!
and for windows LTT? c'mon - what kind if an answer is this? has someone just searched youtube about how to install an OS and due to thier history and googles secret algorithm got these two?
I'm a bit baffled by the solution: clearing the nvram to regain access is surely something I will keep in mind for further such topics - it clearly shows the firmware was specifically written with windows only in mind and tested with windows only - and it severely breaks with anything else
as for that secureboot stuff - although I don't see a connection here from the given the previous one my bet is that's some weird side-effect of a whol lot of crap buggy spaghetti code

Acer - you get a full blown F for that
hope you lose customers for that shit show! you don't deserve others wasting thier time for your incompetence!

Arch Linux

#1 2024-10-07 13:00:23

[SOLVED] Unable to access Firmware on Acer after Linux Installation

#2 2024-10-07 15:22:45

Re: [SOLVED] Unable to access Firmware on Acer after Linux Installation

#3 2024-10-07 16:32:18

Re: [SOLVED] Unable to access Firmware on Acer after Linux Installation

#4 2024-10-07 16:56:00

Re: [SOLVED] Unable to access Firmware on Acer after Linux Installation

#5 2024-10-07 20:49:54

Re: [SOLVED] Unable to access Firmware on Acer after Linux Installation

#6 2024-10-08 03:31:58

Re: [SOLVED] Unable to access Firmware on Acer after Linux Installation

#7 2024-10-08 11:19:07

Re: [SOLVED] Unable to access Firmware on Acer after Linux Installation

#8 2024-10-08 11:40:36

Re: [SOLVED] Unable to access Firmware on Acer after Linux Installation

#9 2024-10-08 11:45:09

Re: [SOLVED] Unable to access Firmware on Acer after Linux Installation

#10 2024-10-08 11:48:32

Re: [SOLVED] Unable to access Firmware on Acer after Linux Installation

#11 2024-10-08 12:57:49

Re: [SOLVED] Unable to access Firmware on Acer after Linux Installation

#12 2024-10-09 22:10:13

Re: [SOLVED] Unable to access Firmware on Acer after Linux Installation

#13 2024-10-09 23:08:45

Re: [SOLVED] Unable to access Firmware on Acer after Linux Installation

#14 2024-10-14 23:32:34

Re: [SOLVED] Unable to access Firmware on Acer after Linux Installation

#15 2024-10-15 06:57:54

Re: [SOLVED] Unable to access Firmware on Acer after Linux Installation

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