Helios 300 (PH315-52) Rebooting at Random

Ultron2077Ultron2077 Member Posts: 7

Tinkerer

Hello All,

I just picked up my new Helios 300 a week ago and everything seems good except for one issue.  The laptop reboots at random...

Most of the time it's fine but when I play certain games (Dauntless & Fortnite) or when I'm online watching videos the app suddenly locks up and a 5 to 10 seconds after that the whole system reboots. Is anyone else having this issue? I'm hoping to find a way to fix this without having to send the laptop in for repair.

Thanks!
«1

FAQ & Answers

  • xapimxapim ACE Posts: 7,191 Pathfinder
    edited July 2019
    Ultron2077 are u having any thermal issues you shouldnt if its the new 2019 H300 already comes stock pre-undervolted  but anyway did u optimized windows? and the undervolt values if any does it give any bsod you could check with bluescreen viewer if you had any bsod and if so what was the cause of it 


    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/PredatorHelios300
    https://www.youtube.com/channel/UCNJwGUHxSJ8FKqAhnOqQuAw
    Acer support:
    https://www.acer.com/ac/en/US/content/service-contact
    http://www.acer.com/worldwide/support/  


  • Ultron2077Ultron2077 Member Posts: 7

    Tinkerer

    In a game right now my CPU temp is around 70, GPU temp is around 60 and System temp is around 60. I have not done any optimizations to the system outside and the laptop is setup as it comes out of the box.
  • xapimxapim ACE Posts: 7,191 Pathfinder
    edited July 2019
    In a game right now my CPU temp is around 70, GPU temp is around 60 and System temp is around 60. I have not done any optimizations to the system outside and the laptop is setup as it comes out of the box.
    Ultron2077 You should optimize windows disabling all the useless stuff thats not needed (check hotel hero youtube channel its on my signature) its the 1660ti variant correct ? your temps are fine i would check the undervolt values even the same hardware sometimes doesnt behave the same way with the exact same undervolt values as i said the new H300 already comes pre undervolted  this is the reason why it has those great temps you could also check windows event viewer to see what happens when it reboots and if it creates a bsod or not with bluescreen viewer if theres any created will show up if you cant find anything i would probably try a factory reset (ALT+F10 on boot but backup whatever you need first) or you can create a usb recovery drive via acer care center this procedure should be the first thing to do once you get it out of the box before it starts to update everything sometimes its windows updates that mess everything up and the best its to just disable them permanently and only update what you need manually never had any issues since i disabled it neither the need to update anything did your windows updated anything recently that might had started that behavior or it was like that once you started it the first time also in what windows version are you now i wonder which windows version the 2019 variants bring if  still 1809 or the new buggy 1903


    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/PredatorHelios300
    https://www.youtube.com/channel/UCNJwGUHxSJ8FKqAhnOqQuAw
    Acer support:
    https://www.acer.com/ac/en/US/content/service-contact
    http://www.acer.com/worldwide/support/  


  • Ultron2077Ultron2077 Member Posts: 7

    Tinkerer

    Yeah its the 1660ti version and I have not seen a BSOD when the reboots happen.  I will look at what you suggested and get back to you once I'm done. Thanks for the assistance!
  • xapimxapim ACE Posts: 7,191 Pathfinder
    Yeah its the 1660ti version and I have not seen a BSOD when the reboots happen.  I will look at what you suggested and get back to you once I'm done. Thanks for the assistance!
    No worries keep us posted its really weird because its the first time i had seen someone with issues in the new ones :) but everything is possible 


    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/PredatorHelios300
    https://www.youtube.com/channel/UCNJwGUHxSJ8FKqAhnOqQuAw
    Acer support:
    https://www.acer.com/ac/en/US/content/service-contact
    http://www.acer.com/worldwide/support/  


  • Ultron2077Ultron2077 Member Posts: 7

    Tinkerer

    Small update.

    Did optimization steps and then slowly changed the Undervolt from the default -0.125 to -0.100 and the issue still happens.

    Made sure windows was setup to give me a dump file when it crashed but it never generated one. So I am not sure what is happening when it reboots since I don't see a blue screen.

    Looked though Event Viewer and I'm not seeing any critical events.

    What is odd is that I mainly see it happen in two games and only once or twice outside of that.  If I play Fortnite it crashes every time but I can play World of Tanks for hours and have no issues at all....
  • xapimxapim ACE Posts: 7,191 Pathfinder
    edited July 2019
    Small update.

    Did optimization steps and then slowly changed the Undervolt from the default -0.125 to -0.100 and the issue still happens.

    Made sure windows was setup to give me a dump file when it crashed but it never generated one. So I am not sure what is happening when it reboots since I don't see a blue screen.

    Looked though Event Viewer and I'm not seeing any critical events.

    What is odd is that I mainly see it happen in two games and only once or twice outside of that.  If I play Fortnite it crashes every time but I can play World of Tanks for hours and have no issues at all....
    Ultron2077 My best advice its for you to try any other recent heavy games if possible to take some more conclusions but in fact its really weird those crashes also bare in mind that games like fortnite, pubg and a couple more are really bad optimised games that might cause issues sometimes if the issue persists in other games that you might be able to try my suggestion would be probably a acer factory recovery fresh windows install to rule out any windows related software issues you also forgot to mention on which windows 10 build you are :)


    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/PredatorHelios300
    https://www.youtube.com/channel/UCNJwGUHxSJ8FKqAhnOqQuAw
    Acer support:
    https://www.acer.com/ac/en/US/content/service-contact
    http://www.acer.com/worldwide/support/  


  • Ultron2077Ultron2077 Member Posts: 7

    Tinkerer

    Sorry about that.  I am running Windows 10 v10.0.18362 Build 18362
  • xapimxapim ACE Posts: 7,191 Pathfinder
    edited July 2019
    Sorry about that.  I am running Windows 10 v10.0.18362 Build 18362
    Ultron2077 Which build 1703/1803/1809/1903 ??

    PS: nevermind i found it its 1903 thats why you are probably having issues 1903 still has many bugs i would get back to acer stock  recovery (fresh install not keeping yopur files backup what u need first) ALT+F10 on boot to see if the issues still persist and if youre still on 1903 because i suspect that once you let windows update to 1903 theres o way to go back to the previous build even acer stock fresh install (this happened with some users) if this is the case i advise you to clone your OS drive into another just to be safe and keep your stock recovery of needed in future and download win10 1809 create a bootable usb drive using rufus uefi gpt mode and install it from the bootable drive you have to set a supervisor passowrd in the bios in order to disable secure boot or it will not let you boot from any usb drive after you had disabled secureboot delete the supervisor password and install windows


    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/PredatorHelios300
    https://www.youtube.com/channel/UCNJwGUHxSJ8FKqAhnOqQuAw
    Acer support:
    https://www.acer.com/ac/en/US/content/service-contact
    http://www.acer.com/worldwide/support/  


  • ForlorNzForlorNz Member Posts: 21 Networker
    edited July 2019
    Sorry about that.  I am running Windows 10 v10.0.18362 Build 18362
    They updated their bios in the product support page if that helps. Maybe it might fix some issues you're having
  • Ultron2077Ultron2077 Member Posts: 7

    Tinkerer

    Quick update....

    Got back on Windows 10 Build 1809 tonight and initially I have not seen the issue again. I will update again in a few days after I use the laptop for a while to see if it crops up again or not but right now it looks like moving back to Build 1809 did the trick. That's what I get for updating windows I guess.....
  • xapimxapim ACE Posts: 7,191 Pathfinder
    edited July 2019
    Quick update....

    Got back on Windows 10 Build 1809 tonight and initially I have not seen the issue again. I will update again in a few days after I use the laptop for a while to see if it crops up again or not but right now it looks like moving back to Build 1809 did the trick. That's what I get for updating windows I guess.....
    Ultron2077 Hopefully everything its sorted now :)  as i stated 1903 its still too buggy on some devices even with the same hardware and if 1809 its working fine why update same advice for bios and drivers dont update if you dont have issues :) if its not broken dont try to fix it 


    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/PredatorHelios300
    https://www.youtube.com/channel/UCNJwGUHxSJ8FKqAhnOqQuAw
    Acer support:
    https://www.acer.com/ac/en/US/content/service-contact
    http://www.acer.com/worldwide/support/  


  • Ultron2077Ultron2077 Member Posts: 7

    Tinkerer

    Well after yesterday when everything ran great and the rebooting issue seemed to go away it is back again.  Also Predator Sense no longer seems to work.  The splash screen loads but the app does not start. I see in reliability viewer it keeps telling me that PSAdminAgent has stopped working. I am also seeing something about bad_module_info stopped working as well.
  • xapimxapim ACE Posts: 7,191 Pathfinder
    edited July 2019
    Ultron2077 seems to me we can rule out a software issue and i would start to think its hardware related i would contact acer support or the seller/shop where you bought it for a possible warranty diagnostic repair/replacement as its a brand new unit i would probably make a video or the issue itself happening just to prof your point good luck :)


    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/PredatorHelios300
    https://www.youtube.com/channel/UCNJwGUHxSJ8FKqAhnOqQuAw
    Acer support:
    https://www.acer.com/ac/en/US/content/service-contact
    http://www.acer.com/worldwide/support/  


  • StillHappyStillHappy Member Posts: 2 New User
    Your not alone ulton2077, I'm on my second new one and it still does the same thing. Hangs up then restarts.  I took the last one to a tech and after 2 hours of nuking all the bloatware he concluded it's a hardware problem. So I took it back and the new one does the same thing. I was hoping this thread would have a solution. One week old and it hangs up and restarts 2-3 times a day. I can't do any work on this thing as I could loose my data anytime. 
    Factory Acer Predator Helios 300 
    i7 9750h
    16g 2666
    512g ssd (that acer care center says is incompatable)
    rtx 2060
    17" 144hz

    Too bad acer can't figure it out, It would be a nice laptop.  I guess I'll be taking this one back too.

  • XdxDXdxD Member Posts: 1,333 Mainframe Wrangler
    Your not alone ulton2077, I'm on my second new one and it still does the same thing. Hangs up then restarts.  I took the last one to a tech and after 2 hours of nuking all the bloatware he concluded it's a hardware problem. So I took it back and the new one does the same thing. I was hoping this thread would have a solution. One week old and it hangs up and restarts 2-3 times a day. I can't do any work on this thing as I could loose my data anytime. 
    Factory Acer Predator Helios 300 
    i7 9750h
    16g 2666
    512g ssd (that acer care center says is incompatable)
    rtx 2060
    17" 144hz

    Too bad acer can't figure it out, It would be a nice laptop.  I guess I'll be taking this one back too.

    Clean install using Microsoft's ISO and check if it occurs there. For me, Acer's customised Windows 10 gave constant BSODs but in 2018.
    Trying to do my best here - Your happy Predator owner =)!
  • StillHappyStillHappy Member Posts: 2 New User
    Thx, XdxD I'll try that tonight. I'll let you know if that works.
  • LightisKiraLightisKira Member Posts: 1 New User
    I have been also experiencing this problem for a while now, and I had sent my device to the Acer service center and  after a few days, I'm facing the same problem again.
  • Fullauto1911Fullauto1911 Member Posts: 65 Devotee
    Your not alone ulton2077, I'm on my second new one and it still does the same thing. Hangs up then restarts.  I took the last one to a tech and after 2 hours of nuking all the bloatware he concluded it's a hardware problem. So I took it back and the new one does the same thing. I was hoping this thread would have a solution. One week old and it hangs up and restarts 2-3 times a day. I can't do any work on this thing as I could loose my data anytime. 
    Factory Acer Predator Helios 300 
    i7 9750h
    16g 2666
    512g ssd (that acer care center says is incompatable)
    rtx 2060
    17" 144hz

    Too bad acer can't figure it out, It would be a nice laptop.  I guess I'll be taking this one back too.

    Same model same specs same problem
  • Fullauto1911Fullauto1911 Member Posts: 65 Devotee
    I have been also experiencing this problem for a while now, and I had sent my device to the Acer service center and  after a few days, I'm facing the same problem again.
    Any solutions yet ?

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