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PredatorSense Auto Update Black Screen Helios 500 - PH517-51

AlexEAlexE Posts: 21Member Networker
edited November 12 in Predator Laptops
Hi,

Just recently my 1.5yr old Helios 500 has been trying to semi-automatically install some drivers with little notice, other than a big red Windows Security warning "Windows can't verify the publisher of this driver software".  These warnings are the same when I manually install PredatorSense, so I presumed this was the reason and seems to be so.

Even clicking "Don't install this driver software" seems to result in my PredatorSense breaking, and just loading a black screen - or possibly looking like its about to work but with no GPU temperature then freezing as  soon as you ask it to change a setting.

Uninstalling PredatorSense App and Driver then re-installing got things working again.  However, a couple of days later the same auto-update kicked in and broke things again.  Looking at software versions on Windows Apps & Features seems to imply that just the Driver/Service updated to 3.00.3136 whereas before both App and Service were 3.0.3005.0.  The App remained as the old version so is presumably incompatible with the 'new' service?

I don't want to have to uninstall/reinstall PredatorSense every couple of days so is it recommended to somehow update my PredatorSense to 3.00.3136 (I don't have a link to it), or try to block driver updates to keep on 3.0.3005.0 ?  Found this way to block the drivers perhaps - https://www.laptopmag.com/articles/disable-automatic-driver-downloads-on-windows-10

The official PredatorSense on my Acer Care support page is the older 3.0.3005.0 one.

Link to my laptop details - https://www.acer.com/ac/en/US/content/support-product/7604?b=1&pn=NH.Q3NSA.002

Thanks

Alex

Best Answer

  • AlexEAlexE Posts: 21 Networker
    Accepted Answer
    Hi,

    PredatorSense once again tried to update, though this time it seemed to update both Service and App - and looks like its working!  Both v3.00.3136

    One thing that is possible, I don't think I had the App running for a change, just the Service in the background.  Its possible the PredatorSense Service is doing the auto-update (not Windows Update) but could not update the App as I had it running.

    If anyone else has this problem, I'd suggest trying to leave your PredatorSense App closed before letting any 'driver update' apply.

    If you encounter a half installed App / Service combination - uninstall both PredatorSense Service and App, re-install them both to most recent version, don't run PredatorSense App - and leave some time for the Service to update both App and Service together.

    Hopefully my issue is now resolved :)


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  • AlexEAlexE Posts: 21Member Networker
    What is the exact model of your notebook? Example an515-51-75kz.

    Hi, I believe that was in the link I put to my laptop details but its a PH517-51.  I don't think there's a sub-product to that.  Product code NH.Q3NSA.002.
  • xapimxapim Posts: 3,312ACE Pathfinder
    edited November 11
    AlexE  Follow the exact steps to uninstall it and reinstall it here  using the version for your own model also you can find the exe in the hidden windows apps folder (you need to get ownership in order to view the files) 
    C:\Program Files\WindowsApps\AcerIncorporated.PredatorSenseV30_3.0.3130.0_x64__48frkmn4z8aw4\Win32 also disable windows updates either from updating drivers/firmware only or completely via regedit group policy (if you are on the pro version) and services if you dont have issues you dont need to update anything im guessing its windows that tries to update as always and breaks everything welcome to the wonderful world world of ms and forced updates (if you dont disable them) :)


    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/  


  • AlexEAlexE Posts: 21Member Networker
    edited November 11
    xapim said:
    AlexE  Follow the exact steps to uninstall it and reinstall it here  using the version for your own model also you can find the exe in the hidden windows apps folder (you need to get ownership in order to view the files) 

    Thanks xapim, that's pretty much what I thought.  However, I disabled 'update drivers' in Control Panel->System->Advanced System Settings->Device Installation Settings and this morning I *still* got another attempt to install 3.00.3136 PredatorSense Service!  There was no record in Windows Update of an an attempt to install anything.

    I suspect this is PredatorSense trying to update itself, as PredatorSense seemed to be half-loaded and waiting in the background already.  I will try not starting PredatorSense on StartUp (as I currently do) to see how that affects things.  Is there anywhere to download PredatorSense App 3.00.3136?  I can't even find that anywhere looking at newer Helios models etc.

    PS - I don't have Windows 10 Pro on this laptop, and generally prefer to have auto-updates on Windows 10 though I don't think they are the problem in this instance.

    Cheers
  • xapimxapim Posts: 3,312ACE Pathfinder
    edited November 12
    AlexE also i would try to manually update the net framework to the latest version available as the latest PS works with the latest framework also check here to reset your perfmon counters in some cases fixes it i have a ready regedit file to enable/disable windows updates if you want to give it a try to test if PS works after ill post it here and after you just have to disable it on services also 


    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/  


  • AlexEAlexE Posts: 21Member Networker
    Accepted Answer
    Hi,

    PredatorSense once again tried to update, though this time it seemed to update both Service and App - and looks like its working!  Both v3.00.3136

    One thing that is possible, I don't think I had the App running for a change, just the Service in the background.  Its possible the PredatorSense Service is doing the auto-update (not Windows Update) but could not update the App as I had it running.

    If anyone else has this problem, I'd suggest trying to leave your PredatorSense App closed before letting any 'driver update' apply.

    If you encounter a half installed App / Service combination - uninstall both PredatorSense Service and App, re-install them both to most recent version, don't run PredatorSense App - and leave some time for the Service to update both App and Service together.

    Hopefully my issue is now resolved :)


  • xapimxapim Posts: 3,312ACE Pathfinder
    edited November 12

    AlexE well whatever it was glad its working fine now :) 


    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/  


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