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Random Blackscreens - Predator Triton 500

SkalliSkalli Member Posts: 4 New User
Hi guys,

I recently bought the Preadtor Triton 500 notebook (RTX2080 Max-Q). After setting up a new installation of Windows 10, latest drivers (from ACER website) I was ready to go. For two weeks, the notebook just ran fine. After that, my first blackscreen occured.

I am pretty sure it was not due to temperature because of several reasons:
1. Notebook was not hot at all
2. At first, the external screen (144 Hz) turned black, but the audio kept going on
3. Then the music stopped a few minutes later and I had to power off the notebook by holding the power key.
4. And now the interesting part: The BIOS settings were restored to their original settings. I only changed a few things, but they were gone. Like setting my BIOS pasword and turning off the predator boot animation/sound.
5. After that I updated both the BIOS version and the NVIDIA driver to the latest available one.
Just one additional information: I am gaming with the charger connected all the time.


Now the notebook is running on the BIOS version 1.05 with the latest stable NVIDIA driver. Yesterday, the screen turned black again, HDMI singal lost, audio stopping a few minutes later.

Are there any steps I can take to check logs/errors and see what could be the cause here?

Skalli

Best Answer

  • egydiocoelhoegydiocoelho ACE Posts: 70,975 Trailblazer
    Accepted Answer
    Hello! Have you checked if you reset the internal battery if it solves the problem?

    Have you tried updating the drivers on the intel website? Is your model pt715-51?
    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
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«134

FAQ & Answers

  • egydiocoelhoegydiocoelho ACE Posts: 70,975 Trailblazer
    Accepted Answer
    Hello! Have you checked if you reset the internal battery if it solves the problem?

    Have you tried updating the drivers on the intel website? Is your model pt715-51?
    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em sim! If you liked my answer, mark it as a solution by clicking on yes!
    Aceite somente a resposta que ajudou a solucionar o seu problema! Please accept only the response that helped to solve your problem!
    Detection tool click here to find the serial number or partnumber of your model!                                                          

               
      egydiocoelho Trailblazer
     
    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
    Para usuários da comunidade inglesa, espanhola, francesa e alemã, usarei o google tradutor! :)
    For users of the English, Spanish, French and German community, I will be using google translator! :) 
  • SkalliSkalli Member Posts: 4 New User
    edited April 2019
    Hello! Have you checked if you reset the internal battery if it solves the problem?
    [...]
    Have you tried updating the drivers on the intel website? Is your model pt715-51?
    Hi,

    thanks for the video, I will try that this evening when I arrive at home.
    My model is PT515-51. After I have done the reset, I will edit this post (if possible) and will report back after 1-2 weeks and see how it goes.

    Which drivers exactly? The chipset driver? I have only installed the one from the ACER website, not from Intel directly. Is it advisable to update the VBIOS as well or should I rather not do that?

    Skalli
  • egydiocoelhoegydiocoelho ACE Posts: 70,975 Trailblazer
    You can upgrade your drivers directly to the intel website! On the intel website, you will download a program that will check your notebook hardware and provide driver updates: https://www.intel.com.br/content/www/br/pt/support/intel-driver-support-assistant.html
    Updating the bios is only advisable in serious cases of system errors where only a bios update will correct! For some models, such as v3-571g for example, acer has released a fix via a bios update for the black screen problem!
    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em sim! If you liked my answer, mark it as a solution by clicking on yes!
    Aceite somente a resposta que ajudou a solucionar o seu problema! Please accept only the response that helped to solve your problem!
    Detection tool click here to find the serial number or partnumber of your model!                                                          

               
      egydiocoelho Trailblazer
     
    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
    Para usuários da comunidade inglesa, espanhola, francesa e alemã, usarei o google tradutor! :)
    For users of the English, Spanish, French and German community, I will be using google translator! :) 
  • SkalliSkalli Member Posts: 4 New User
    edited April 2019
    Hi again.
    I have reset the battery following the instructions in the video, thanks.
    I also updated two drivers (only Bluetooth and IRST) to the latest version, the others were fine. I will report back in 2-3 weeks when nothing happens.

    Skalli
  • egydiocoelhoegydiocoelho ACE Posts: 70,975 Trailblazer
    Great my friend! Post the result here!
    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em sim! If you liked my answer, mark it as a solution by clicking on yes!
    Aceite somente a resposta que ajudou a solucionar o seu problema! Please accept only the response that helped to solve your problem!
    Detection tool click here to find the serial number or partnumber of your model!                                                          

               
      egydiocoelho Trailblazer
     
    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
    Para usuários da comunidade inglesa, espanhola, francesa e alemã, usarei o google tradutor! :)
    For users of the English, Spanish, French and German community, I will be using google translator! :) 
  • WardenRomeoWardenRomeo Member Posts: 97 Enthusiast
    Hi!
    Did it work for you?
    I have the same problem, the screen goes black (not just black screen, the screen totally turn off) and I have to restart it to unplug it too.

    For me the sound continue, the laptop is turned on but, all things are working (keyboard lightning, discord chat vocal, sound of the game...) exepted the screen which is turned off like I said.

    I'm thinking whether is the power supply which is not string enough because 2 times the screen turned off while playing Rainbow 6 Siege at 144 hz ans when I play games like TDU2 or The Crew 2 it doesn't seemed to goes black.
  • egydiocoelhoegydiocoelho ACE Posts: 70,975 Trailblazer
    Does your model have the rtx2060 @WardenRomeo video card? You can create a new topic and add me by placing a @!
    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em sim! If you liked my answer, mark it as a solution by clicking on yes!
    Aceite somente a resposta que ajudou a solucionar o seu problema! Please accept only the response that helped to solve your problem!
    Detection tool click here to find the serial number or partnumber of your model!                                                          

               
      egydiocoelho Trailblazer
     
    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
    Para usuários da comunidade inglesa, espanhola, francesa e alemã, usarei o google tradutor! :)
    For users of the English, Spanish, French and German community, I will be using google translator! :) 
  • SkalliSkalli Member Posts: 4 New User
    Hey,

    sorry for the delay. I'm most of the time on business trips.. Recently I had some time to invest a few hours spanning over multiple days. I have not had any issue since the battery reset. Thank you! :)

    Skalli
  • WardenRomeoWardenRomeo Member Posts: 97 Enthusiast
    No, I have the 2080 max-q one too. That's because I'm thinking about the power supply which is maybe not strong enough^^

    I'll create a mes thread if @Skalli does not reply me :)
  • xapimxapim ACE Posts: 6,163 Pathfinder
    edited May 2019
    @WardenRomeo the max-q variants use much less power because they dont have the same performance as the normal 2080's (they are probably vbios locked to those specific settings to use less power and less clock speed) in fact probably a gtx 1070/1080 properly tweaked/overclocked/undervolted would beat any max-q even a 2080 i guess that even the 2060 would beat it in some benchmarks this is the reason they dont require a more poweful adapter personally i would never get a max q variant in my view its a bit of a waste of money because you want it to perform to full performance and it wont


    https://www.userbenchmark.com/UserRun/11532543

    UserBenchmarks: Game 43%, Desk 61%, Work 40%
    CPU: Intel Core i5-7300HQ - 63.5%
    GPU: Nvidia GTX 1050-Ti (Mobile) - 41.9%
    SSD: WDC WDS200T2B0B-00YS70 2TB - 71.4%
    HDD: WD WD10SPZX-00HKTT0 1TB - 93.7%
    RAM: Kingston HyperX DDR4 2666 C15 2x16GB - 76.8%
    MBD: Acer Predator G3-572

    I'm not an Acer employee. (just here to help in the best way i can)
    If my answer fixed you issue please accept it for any other users who search for it would find it quickly thanks :)
    If you want to learn more about undervolting/optimizing windows join the Predator fb group and youtube channel:

    Owner/Admin (HOTEL HERO/Red-Sand/Opoka Opoka)
    https://www.facebook.com/groups/1969145569968592/
    https://www.youtube.com/channel/UCNJwGUHxSJ8FKqAhnOqQuAw
    Acer support:
    https://www.acer.com/ac/en/US/content/service-contact
    http://www.acer.com/worldwide/support/  


  • WardenRomeoWardenRomeo Member Posts: 97 Enthusiast
    But I saw that other brands offer 230W power supplies and Acer give only 180W for the same power laptops.
    The blackscreen is only on demanding games, like I said on rainbow 6 it turned off 2 times so far but I played many games like, TDU2, The Crew 2 ans steep. That's weird...

    And I can add that the laptop lose battery while playing games^^

    Now I don't know what is the real problem with the screen because when I restart the laptop by the power button the screen stay turned off and I have to unplug it as I said! :(
  • WardenRomeoWardenRomeo Member Posts: 97 Enthusiast
    Skalli said:
    Hey,

    sorry for the delay. I'm most of the time on business trips.. Recently I had some time to invest a few hours spanning over multiple days. I have not had any issue since the battery reset. Thank you! :)

    Skalli
     Okay thx! To reset the battery you had to have the battery empty ?
  • egydiocoelhoegydiocoelho ACE Posts: 70,975 Trailblazer
    edited May 2019
    @WardenRomeo It refers to the reset of the battery:

    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em sim! If you liked my answer, mark it as a solution by clicking on yes!
    Aceite somente a resposta que ajudou a solucionar o seu problema! Please accept only the response that helped to solve your problem!
    Detection tool click here to find the serial number or partnumber of your model!                                                          

               
      egydiocoelho Trailblazer
     
    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
    Para usuários da comunidade inglesa, espanhola, francesa e alemã, usarei o google tradutor! :)
    For users of the English, Spanish, French and German community, I will be using google translator! :) 
  • WardenRomeoWardenRomeo Member Posts: 97 Enthusiast
    @egydiocoelho okay, I've reseted the battery.
    I'll reply this comment if the screen turn off one more time. If not I won't. Thx :)
    I hope that it will work fine now!
  • WardenRomeoWardenRomeo Member Posts: 97 Enthusiast
    @Skalli hello!
    My screen turned off...
    What did u do with the bios and how please ?
    After reseting thr battery, I don't know if there's a link but the the nvidia geforce experience does not work any more...! 
  • xapimxapim ACE Posts: 6,163 Pathfinder
    @Skalli hello!
    My screen turned off...
    What did u do with the bios and how please ?
    After reseting thr battery, I don't know if there's a link but the the nvidia geforce experience does not work any more...! 
    @[email protected] to perform a battery power drain you have to disconnect from AC press/hold the battery pinhole for 30s let the laptop rest for a couple of hours then boot into bios reset bios setup defaults and boot into windows again to see if the issue still persists


    https://www.userbenchmark.com/UserRun/11532543

    UserBenchmarks: Game 43%, Desk 61%, Work 40%
    CPU: Intel Core i5-7300HQ - 63.5%
    GPU: Nvidia GTX 1050-Ti (Mobile) - 41.9%
    SSD: WDC WDS200T2B0B-00YS70 2TB - 71.4%
    HDD: WD WD10SPZX-00HKTT0 1TB - 93.7%
    RAM: Kingston HyperX DDR4 2666 C15 2x16GB - 76.8%
    MBD: Acer Predator G3-572

    I'm not an Acer employee. (just here to help in the best way i can)
    If my answer fixed you issue please accept it for any other users who search for it would find it quickly thanks :)
    If you want to learn more about undervolting/optimizing windows join the Predator fb group and youtube channel:

    Owner/Admin (HOTEL HERO/Red-Sand/Opoka Opoka)
    https://www.facebook.com/groups/1969145569968592/
    https://www.youtube.com/channel/UCNJwGUHxSJ8FKqAhnOqQuAw
    Acer support:
    https://www.acer.com/ac/en/US/content/service-contact
    http://www.acer.com/worldwide/support/  


  • xapimxapim ACE Posts: 6,163 Pathfinder
    edited June 2019
    But I saw that other brands offer 230W power supplies and Acer give only 180W for the same power laptops.
    The blackscreen is only on demanding games, like I said on rainbow 6 it turned off 2 times so far but I played many games like, TDU2, The Crew 2 ans steep. That's weird...

    And I can add that the laptop lose battery while playing games^^

    Now I don't know what is the real problem with the screen because when I restart the laptop by the power button the screen stay turned off and I have to unplug it as I said! :(
    The H300 only come with 2 adapter variants 135W (gtx1050ti) and 180w (gtx1060) even if you had a more powerfull adapter it wont matter as the motherboard its locked to that max power input you might also have one of the screen connector loose either the diplay end or the mobo itself or even the kill switch in the ram compartment not properly pressed the more powerfull adapters are for H500 and the new 2019 variants who have 330w adapters some of the models depending on the gpu/cpu combination and more fans


    https://www.userbenchmark.com/UserRun/11532543

    UserBenchmarks: Game 43%, Desk 61%, Work 40%
    CPU: Intel Core i5-7300HQ - 63.5%
    GPU: Nvidia GTX 1050-Ti (Mobile) - 41.9%
    SSD: WDC WDS200T2B0B-00YS70 2TB - 71.4%
    HDD: WD WD10SPZX-00HKTT0 1TB - 93.7%
    RAM: Kingston HyperX DDR4 2666 C15 2x16GB - 76.8%
    MBD: Acer Predator G3-572

    I'm not an Acer employee. (just here to help in the best way i can)
    If my answer fixed you issue please accept it for any other users who search for it would find it quickly thanks :)
    If you want to learn more about undervolting/optimizing windows join the Predator fb group and youtube channel:

    Owner/Admin (HOTEL HERO/Red-Sand/Opoka Opoka)
    https://www.facebook.com/groups/1969145569968592/
    https://www.youtube.com/channel/UCNJwGUHxSJ8FKqAhnOqQuAw
    Acer support:
    https://www.acer.com/ac/en/US/content/service-contact
    http://www.acer.com/worldwide/support/  


  • XdxDXdxD Member Posts: 1,209 Overclocked Contributor
    Skalli said:
    Hi again.
    I have reset the battery following the instructions in the video, thanks.
    I also updated two drivers (only Bluetooth and IRST) to the latest version, the others were fine. I will report back in 2-3 weeks when nothing happens.

    Skalli
    How did you update your Bluetooth driver? Is it made by Intel?
    Trying to do my best here - Your happy Predator owner =)!
  • egydiocoelhoegydiocoelho ACE Posts: 70,975 Trailblazer
    The colleague @xapim is referring to this:

    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em sim! If you liked my answer, mark it as a solution by clicking on yes!
    Aceite somente a resposta que ajudou a solucionar o seu problema! Please accept only the response that helped to solve your problem!
    Detection tool click here to find the serial number or partnumber of your model!                                                          

               
      egydiocoelho Trailblazer
     
    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
    Para usuários da comunidade inglesa, espanhola, francesa e alemã, usarei o google tradutor! :)
    For users of the English, Spanish, French and German community, I will be using google translator! :) 
  • WardenRomeoWardenRomeo Member Posts: 97 Enthusiast
    Have you updated the last nvidia drivers ?
    Because I think that's the graphic card which makes problems... sometimes the gagne crash and I have to restart my laptop...
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