Urgent Help required please!

My new laptop (Acer Predator Helios 300 PH315-51 ; i5 8th gen and GTX 1050 ti) is getting freeze randomly. When it freezes, it stops responding to any command (not even task manager; Ctrl + Alt + Del).There is no hanging or slowing down or cursor moving, it simply freezes completely still with not any single action. I have to press power button for few seconds to shut it down completely. This problem is not case specific, i.e. it appears any time from while working in Photoshop to while simply browsing. My Laptop is only 15 days old and free from any virus. (To make sure, I also reset my laptop once, and the same problem is still there).
Is it a hardware problem or a software problem. How can I resolve it?

Model Details:
Acer Predator Helios 300 PH315-51
Processor- Intel Core(TM)i5- 8300H CPU@ 2.30ghz
8GB Ram
64 bit -Windows 10 Home Single Language
Intel(R) UHD Graphics 630
Nvidia Geforce GTX 1050Ti

Accepted answers

badaltharayil

Hello all,

It seems like it was a firmware issue and acer has released v1.15 officially and it resolved the issue. Thanks everyone for their help

All comments

Sharanji

badaltharayil

Sorry to hear about your experience with your new laptop. Please monitor the internal temperatures using Predator Sense and check for any overheating issues. Since you have already reset the laptop once, you can try to get a replacement or contact Acer support in your region and check for further options.
Acer India :  https://www.acer.com/ac/en/IN/content/service-contact
Acer worldwide :  http://www.acer.com/worldwide/support/

Hit 'Like' if you find the answer helpful!

Click on 'Yes' if the comment answers your question!

geekromi

badaltharayil said:

My new laptop (Acer Predator Helios 300 PH315-51 ; i5 8th gen and GTX 1050 ti) is getting freeze randomly. When it freezes, it stops responding to any command (not even task manager; Ctrl + Alt + Del).There is no hanging or slowing down or cursor moving, it simply freezes completely still with not any single action. I have to press power button for few seconds to shut it down completely. This problem is not case specific, i.e. it appears any time from while working in Photoshop to while simply browsing. My Laptop is only 15 days old and free from any virus. (To make sure, I also reset my laptop once, and the same problem is still there).
Is it a hardware problem or a software problem. How can I resolve it?

Model Details:
Acer Predator Helios 300 PH315-51
Processor- Intel Core(TM)i5- 8300H CPU@ 2.30ghz
8GB Ram
64 bit -Windows 10 Home Single Language
Intel(R) UHD Graphics 630
Nvidia Geforce GTX 1050Ti

What kind and brand of SSD is mounted in ? Are you on 1803 build? Does it happen only when unplugged from the power brick?

badaltharayil

@geekromi: Yes as far as i observed it happens when unplugged. the build version is 1803 and ssd is HFS128G39TND-N210A

geekromi

badaltharayil said:

@geekromi: Yes as far as i observed it happens when unplugged. the build version is 1803 and ssd is HFS128G39TND-N210A

As far as I know, the issue is related to intel and Toshiba ssd, (proven) but on May 25 Microsoft launched a patch update called KB100403 that should fix the problem : have you istalled that one?

badaltharayil

@geekromi
: Thank you for your updates, so to verify it is a software related issue right? I am not sure if its installed or not can you please help me with a link to download.

Skree

It should be downloaded automatically by windows update... however, if you want to be sure: http://www.catalog.update.microsoft.com/Search.aspx?q=KB4100403

Disclosure: previous user suggested KB100403 , but such an update doesn't seem to exist, but KB4100403 does exist and does address SSD incompatibilities.

Use second link from top.

geekromi

Skree said:

It should be downloaded automatically by windows update... however, if you want to be sure: http://www.catalog.update.microsoft.com/Search.aspx?q=KB4100403

Disclosure: previous user suggested KB100403 , but such an update doesn't seem to exist, but KB4100403 does exist and does address SSD incompatibilities.

Use second link from top.

Ooops!!! sorry mates, I must have digited it wrong , and yes, the right one is KB4100403

Thanks, Skree

badaltharayil

Hi,
Thank you for your efforts! I updated the patch and I still face the issue when I use my laptop unplugged. How to go about it?

badaltharayil

The brand of ssd is SK Hynix

geekromi

badaltharayil said:

Hi,
Thank you for your efforts! I updated the patch and I still face the issue when I use my laptop unplugged. How to go about it?

Well, then it must be something not related to the ssd and it's necessary to look somewhere else

badaltharayil

@geekromi
Imagine if its an SSD issue . Will replacing my ssd with another brand one help me?

geekromi

badaltharayil said:

@geekromi
Imagine if its an SSD issue . Will replacing my ssd with another brand one help me?

Before you decide to do so, you must be sure that's is an ssd problem, otherwise it would be just a waste of money (by the way: are you sure you installed the KB 4100403 update?, check on control panel under programs/installed updates.

Image: https://us.v-cdn.net/6029997/uploads/editor/6f/8ccy9uhzb2xf.png

badaltharayil

@geekromi: Yes I have updated the same. What to do?

geekromi

badaltharayil said:

@geekromi: Yes I have updated the same. What to do?

Hard to say, at this point, I have read in this forum about lot of users having issues with 8th generation Intel cpu predator laptops I can suggest you to have a look,

maybe it could help...

sri369

badaltharayil said:

@geekromi
Imagine if its an SSD issue . Will replacing my ssd with another brand one help me?

That means, if tomorrow MS releases another update that doesn't work on your brand of SSD, would you replace that too.
Wait until a patch comes up. Try cleaning out the software distribution folder. If windows says it can't install update, don't panic, your windows is still in a working state. Not installing an update isn't going to kill it.

Tmzdroid

You could try running SFC/Scannow worth a try?

http://www.tomshardware.co.uk/faq/id-2866666/scan-windows-files-sfc-scannow.html

badaltharayil

Hello Guys: Thank you all for your efforts in trying to help me out. I have tried every other measure you guys said but still face the same issue.
Will I get a replacement from acer ? what to do?

Sharanji

badaltharayil
Please try this steps :
Open Advanced power plan settings.
Expand open hard disk and turn off hard disk after, SET to Never, click Ok
Now check your device and update the status.
.