New Predator Helios 300 has trouble staying connected to 5GHz

Hello all,

Hoping someone can help me. I just got my Predator Helios 300 and connecting to or staying connected to 5GHz band is sporatic. It will work for a couple of hours, then the next time I try and connect, it does not connect. Some times it will connect but still no internet access. My previous laptop has no problem as well as my cell phone, so I know the network is fine. I checked the radio thing and it says my laptop will support 5GHz.

I am not very computer savvy, I bought the laptop for the speed and online poker. Please explain to me in dummy terms what I need to do. I fear I may have defective driver and if so, is that fixable without sending back to Acer? I bought it direct from Acer thinking that's better than going through local retailers. Any insight is greatly appreciated. Thank you in advance.

Accepted answers

IronFly

in my opinion your router must work at 5ghz.

the .cab file is the 97c14abb-fca2-44c1-9bad-1e9cc8f6d527_0e20dec55947 file, probably you don't have the extesions visible, just rename it and try the command prompt way.

All comments

IronFly

can you please post your laptop model, Helios 300 is the generic name.

you can find the model on the back of your laptop.

also we need to know, the installed BIOS version and WiFi adapter:

BIOS (you can find model name here too)

press windows logo key + r

type msinfo32

check BIOS version/date string

Wifi adapter

windows logo key + x

click on Device manager

click on network adapters

report wifi brand and model

Griff33

Thank you so much. PERFECT instructions.

Bios Version: V1.05 5/18/2017

Qualcom Atheros QCA61x4A Wireless Network Adaptor

Predator G3-572

Griff33

May I add, since I posted this, I did a live chat with Acer tech support and the gentleman told me that I needed a new router, becasue my laptop (Windows) is always going to search for the best signal. I need to purchase a dual band router. I explained to him I have the Linksys EA 9500 which is a tri-band. He still felt that i needed a new router.

IronFly

let's start with a BIOS update, since yours is a bit old:

https://global-download.acer.com/GDFiles/BIOS/BIOS/BIOS_Acer_1.10_A_A.zip?acerid=636419926792860335&Step1=NOTEBOOK&Step2=PREDATOR&Step3=PREDATOR%20G3-572&OS=ALL&LC=en&BC=ACER&SC=PA_6

download it, unzip and run the exe file, battery at 100% and AC charger connected.

can you please report the Qualcom Atheros QCA61x4A driver version and hardwareID?

on device manager, double click it, then click on Driver tab

for HardwareID

click Details tab and from the dropdown menu, choose HardwareID, copy and past the first string

Griff33

I updated the bios from the link.

below is driver ID details.

PCI\VEN_168C&DEV_003E&SUBSYS_080711AD&REV_32

Griff33

Just to confirm, BIOS now reads V1.10, 8/22/2017.

IronFly

please check if the driver version is 12.0.0.312, if so please download this update and double click it, it's the official driver from Microsoft updates:

http://download.windowsupdate.com/c/msdownload/update/driver/drvs/2017/09/97c14abb-fca2-44c1-9bad-1e9cc8f6d527_0e20dec559474d56c8eaf89c61ddfd9b32ea384a.cab

Griff33

The driver version is not 12.0.0.312. My driver version is 12.0.0.295. Should I still update using that link?

IronFly

yes, update it.

Griff33

Nothing happened. Diver version is still .295.

I clicked the link, there were two folders. I clicked to extract the file in the first file, an icon opened up in the tray below, then disappeared and that was it. I restarted the laptop and the version is still the same. Is there some where I need to go after extracting to "run" it?

IronFly

rename the downloaded .cab file to wifi.cab and copy to C:

then

press windows logo key and type:

command

right click the command prompt icon and choose to run as administrator

on the command prompt windows copy and paste this:

DISM.exe /Online /Add-Package /PackagePath:c:\wifi.cab

press enter

once done, reboot your pc

if it doesn't work, connect your laptop to your router using an ethernet cable, then on device manager, right click your Qualcomm wifi adapter and choose to uninstall, tick to uninstall software if prompted too, reboot.

let windows update automatically your driver and then try to connect using your wifi, once done.

Griff33

There is not .cab file. All the files and .bin files. A folder appeared in the folder naviation pane, "ACCT0000" with three files in it.

Data61x4_2_2

Data9377_2_0

Resdient.dat

In my documents folder navigation, I have

ACCT0000 with the above files

ACCT0001, containing only Data9377_2_0 and RESDIENT.DAT

In my downloads folder, I have 5 versions of:

97c14abb-fca2-44c1-9bad-1e9cc8f6d527_0e20dec55947.... a lot more numbers and letters.

I do not see a .cab file anywhere.

Can I try the ethernet suggestion without doing the command promt and changing the file name? I am not confident in my ability to execute this correctly becasue I have no idea what a .cab file is or where it is.

Griff33

I tried the uninstall and Windos update... my version is now 4.0.2.217. Did I go backwards or forwards? Guessing backwards if I was supposed to end up with 12.0.0.312.

It does not connect to 5ghz, but 2.4ghz connected fine. Is it possible Linksys EA 9500 tri-band router is not dual band and that is my problem?

IronFly

in my opinion your router must work at 5ghz.

the .cab file is the 97c14abb-fca2-44c1-9bad-1e9cc8f6d527_0e20dec55947 file, probably you don't have the extesions visible, just rename it and try the command prompt way.

Griff33

I saved the renamed file to Acer (c Smiley Happy wifi.cab and this error came up.

An error occurred trying to open - c:\wifi.cab? Error: 0x80070003

Thakns for all the help and sticking with me, but I am going to have a network guy come out and install an ethernet outlet in my bedroom. That's really the only room I need the higher speeds at. And what's better than being hard wired in, right? Thank you again. Clearly you know your stuff and I appreciate the time and insight you offered.

Have a good one.

lee

Griff33

Darn, one more thing. Is my driver oaky now that I have gone backwards. To recall:

I was at 12.0.0.295. You wanted me at 12.0.0.315. After I uninstalled the network driver I am at 4.0.0.217. WHat is you recommendation? Stay where I am at, or go back to 12.0.0.295...which of course, I would need your guidance on how to do that.