Predator Helios 300 i7 8th gen PH315-51 display went black

katty22
katty22 Member Posts: 6

Tinkerer

edited November 2023 in 2018 Archives
i purchased the predator helios 300 PH315-51 i7 8th gen on may 16th 2018 after the 2 days usage the display struck and went black, i switch off and on the laptop but it did not start,
keyboard backlit is on but no response of keys, then i reset-ted the battery it worked, but the next day same problem was repeating. can anyone give the solution for this?

Answers

  • Sharanji
    Sharanji ACE Posts: 4,328 Pathfinder
    katty22 

    Was there any update that has updated the Graphics card driver. Open in device manager and right click the display adapter listed there and check for roll back driver. You can also check by restoring the preinstalled display drivers
    NVIDIA Download
    Intel Download
    Also, check for windows updates,  select the Start  button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates. If Windows Update says your device is up to date, you have all the updates that are currently available.

    Hit 'Like' if you find the answer helpful!   
    Click on 'Yes' if the comment answers your question!
  • katty22
    katty22 Member Posts: 6

    Tinkerer

    there is no update done on graphic drivers and my windows update says system up to date
  • palkansh
    palkansh Member Posts: 5

    Tinkerer

    I am also getting same problem with same configured laptop Acer Predator Helios 300 i5 8th Gen , Nvidia geforce-gtx 1050ti. I think all laptop of that sale are defective.
  • Red-Sand
    Red-Sand ACE Posts: 1,892 Pathfinder
    edited May 2018
    There is a temporary fix of using the pin hole reset (holding down for 40 seconds) on the bottom of the laptop but after a few days the issue occurs again.. 

    Sorry for the limited fix. But hopefully this will be included in the first BIOs update for 8th gen Helios. 
    - Hotel Hero
  • deepanker
    deepanker Member Posts: 9

    Tinkerer

    I purchased my PH315-51 on 16 May 2018 (flipkart.com sale). I am also facing the same issue. Everything freezes and then you have to reset the battery through pinhole. Is it the problem with all the laptops of this model or are we the chosen ones!? 

    Any other fix for the problem?
    Do anyone know when can we expect the BIOS update for the fix?
    Has anyone debugged that indeed it is a BIOS issue and not Power or Memory issue?
    Please! My savings of the last 6 months are going down in drain. :angry:

  • Amandeep
    Amandeep Member Posts: 1 New User
    Yes the same issue is happening with me , First I thought it was happening while browsing on Mozilla firefox, so stopped using the app, it worked fine for 2-5 days but same issue then occurred even while playing videos. Its freakingly annoying to everytime reset the computer using pinhole.

     I also even tried reinstalling windows again and updating every driver and windows but the issue is still there. Also I have read somewhere that laptops with windows 10 and intel graphic + NVidia Gpu are facing similar problems.

    Someone please provide some concrete solution. 
  • jaisai821
    jaisai821 Member Posts: 1 New User
    Im facing the same issue from yesterday night.I tried reset the battery with pinhole  still its not working .. Pl help me.. I was getting mad,..jus 10days of usage ,it is ruining me like anything . Pl gimme suggestions . I decided to go to service center and get repair done
  • therealsujith
    therealsujith Member Posts: 13

    Tinkerer

    deepanker said:
    I purchased my PH315-51 on 16 May 2018 (flipkart.com sale). I am also facing the same issue. Everything freezes and then you have to reset the battery through pinhole. Is it the problem with all the laptops of this model or are we the chosen ones!? 

    Any other fix for the problem?
    Do anyone know when can we expect the BIOS update for the fix?
    Has anyone debugged that indeed it is a BIOS issue and not Power or Memory issue?
    Please! My savings of the last 6 months are going down in drain. :angry:

    Did you found any solution?
    Same issue with my laptop. noticed freezing 3 times since i started using it.
    2 times during watching videos and 1 time during browsing through photos.

  • arean82
    arean82 Member Posts: 5 New User
    jaisai821 said:
    Im facing the same issue from yesterday night.I tried reset the battery with pinhole  still its not working .. Pl help me.. I was getting mad,..jus 10days of usage ,it is ruining me like anything . Pl gimme suggestions . I decided to go to service center and get repair done

    Just wanted to know has the issue been fixed
  • arean82
    arean82 Member Posts: 5 New User
    I am also having the same problem. Any suggestions on how to resolve it.

    If anyone has fixed it please tell.
    Mine is Predator PH315-51 which I purchased on 20 May 2018 (flipkart.com sale). I am also facing the same issue. Everything freezes and then you have to reset the battery through pinhole. Is it the problem with all the laptops of this model or are we the chosen ones!? 

    Any other fix for the problem?
    Do anyone know when can we expect the BIOS update for the fix?
    Has anyone debugged that indeed it is a BIOS issue and not Power or Memory issue?
    Please! My savings of the last 6 months are going down in drain. angry


  • Manny-Acer_Retired
    Manny-Acer_Retired Newbie Posts: 4,453 Guru

    Hello everyone,


    We are sorry that you’re experiencing this black screen issue with your Predator units.  We would like to thank you for reporting this and for providing us with information we can use to investigate this problem.  The issue has been escalated to headquarters and is being investigated.


    This topic will be updated once we have a solution for this issue.


    Thanks,

    Acer-Manny

  • katty22
    katty22 Member Posts: 6

    Tinkerer

    I Hope Acer finds a solution for the problem fast.
  • Red-Sand
    Red-Sand ACE Posts: 1,892 Pathfinder
    Hey guys.. 

    In the meantime I've heard reports from many 8th gen owners that this helps fix the random shut off issue. 

    1) Turn off and unplug laptop
    2) Press and hold pin hole reset button located on the bottom of the laptop for 40 seconds (holding it down)
    3) Before turning on laptop, remove ram stick(s) and gently clean the pins on the ram cards with an eraser then reinstall. 
    4) Be sure the ram door screw is reinstalled properly
    5) Power on

    Let me know if this works! 
    - Hotel Hero
  • Lydie
    Lydie Member Posts: 25 Enthusiast WiFi Icon
    Hello Everyone,
     I also bought my acer predator helios 300 PH315-51 on May 16th 2018, and I had so many problems, not black screen, but actually sometimes I have a multicolored screen just like Tv when not working out that occur very quicly and disepares,but that is just sometimes,  my main problem is a crazy noise in my speaker, don't last long but very anoying, then since the technician updated to Windows latest version ( 1803)  predator sense is not working anymore, they told me that predator sense is not working with the new update of Windows 10 ( 1803) so my question is, does predator sense working on your predator? The technician  told me not to install it!  also my key Fn+F3 is not working anymore, same with the Fn + the players keys, some software not working anymore just like predator sense, please let me know about all that on yours and doesn some of you encounter speaker issue like crazy nosie by moment, just I can't understand that the speaker of a powerful gamer make some crazy noise by moment when opening software, a computer that make strange speaker noise when we open a software doesn't seem normal to me, actually it used to makes crazy noise  when no software open but now its better and just not at all when all that happened sofware or not, anyways let me know for all the issue, if you had some of them, oh and also how long does battery last when using your computer, because my battery last only between 2 to 3 hours when using it! What about your? Thanks
  • Roland_Lorinczi
    Roland_Lorinczi Member Posts: 126 Skilled Fixer WiFi Icon
    Ph317-52 i7 8750h, gtx 1060 here.

    Last night while watching youtube my screen also froze and I have the black screen issue as well.

    When I want to boot up, the keyboard backlighting comes on but the screen is black and it won't turn on.

    This happened after several days of use (since May 23rd) and with no sign of anything during hours of gaming, then seemingly completely randomly while watching a youtube video, it froze - just like others reported in the whatsapp group.

    Wil try the temporary pinhole fix.

    @Acer-Manny Do you know at least what's causing it already?
    I think I speak for all of us when I ask this. Cause if a bios or windows or driver update solves this Completely, I would love to keep this laptop...

    But I work on it too...so if it continues to be unreliable for more than a week or two i'm returning it...as will probably most owners...
    So please keep us updated with any information you have on the issue.

    Also @Acer-Manny feel free to contact me if I'm able to help by sending some sort of log or any other way that can help you figure this out, I'm happy to help.
    ⚠️ If you're affected by the System Hang/ Black Screen issue:

    Official Fix Announced by Acer_Manny
    Instructions for FIX

    Currently owned Acer systems:
    💻 Predator Helios 300 (PH317-52) - i7 8750H, GTX 1060, Win 10 64bit (build 1803), 8gb Ram (single channel), WD Blue 256GB SSD in M.2 slot, 931GB Hitachi HGST factory Hard drive. [Owned New Since 2018, May 22nd - Overheating (solved-ish) , PredatorSense not working (solved) & BLACK SCREEN ISSUE (BIOS update 1.15) ] 
    💻 Predator Helios 300 (PH315-51) - Same specs and issues as above 
    💻 Aspire 5750G - 2nd Gen. i5 processor, 4gigs of ram, nVidia GT 540M [Owned new Since 2010 - in working condition]
     
    :) Status: Been with Acer since 2010 - Was disappointed with the Blackscreen issue & lack of interaction from staff for ~1week
    But Acer_Manny and the Acer team came through with BIOS announcement and upload.
  • rajatsingh
    rajatsingh Member Posts: 2 New User
    I'm facing same problem 2nd time... my predator ph315-51 is freeze.. @acer-manny plz fix the issue...
  • Manny-Acer_Retired
    Manny-Acer_Retired Newbie Posts: 4,453 Guru
    edited June 2018

    Hello everyone,

     

    First we would like to thank you for your patience while we resolved this issue.  We have found a solution for this problem “system hang up then black display after reboot” and will be releasing a BIOS update (version 1.15) with a fix for it. These BIOS will be available on the Downloads Page https://www.acer.com/ac/en/US/content/drivers shortly.  Once it becomes available we will update this thread again with the direct download link.



    Thanks,

    Acer-Manny

  • Manny-Acer_Retired
    Manny-Acer_Retired Newbie Posts: 4,453 Guru

    Hello everyone,


    It looks like we have multiple threads reporting this issue, in order to consolidate all topics and be able to keep track of all of the reports from our users we will go close this topic. Please continue the discussion on this topic: https://community.acer.com/en/discussion/comment/576259#Comment_576259  once the BIOS v.1.15 becomes available in our website we will update the thread again with the direct download link.


    Thanks,

    Acer-Manny

This discussion has been closed.