Predator Helios 300 - When Gaming - Works fine on Battery - When plugged Shuts down in 3 min

nithinprabhu053

Hello All,

This is my first post in this forum. After endless fights with Acer support centers. I'm here with all my hope that you guys will help me out.

My issue:
I'm running the standard Valley Benchmark on Unigine Benchmark Tool. When on battery the laptop runs fine. But when plugged in the laptop shuts down in 3 min ! I have made sure that the power settings are the same in both cases. I'm not looking to ensure that the laptop run games at highest possible settings, could anyone help me to ensure that the laptop doesn't shutdown when plugged and gaming ? As the laptop works fine when on batters can you suggest a way to ensure the same settings exist when the laptop is plugged as well, this can stop the shutdowns. Also note that the GPU & CPU temperatures don't cross 67 °C & 71 °C. When the laptop shutdown the temperature of the GPU was 67 ° C.

Thanks in advance,

Edited the thread to hide personal information

xapim

nithinprabhu053 well after the units go to RMA and they still have problems after you will have to keep pushing it for them to fix it as we are here to try to help anyone before send it in to prevent it if possible because after they send the unit in its (at least with me all other ACES might not think the same way as me but i will definitely step down from helping in any way after any unit that was already sent to RMA and returned still with issues as we arent acer employees were normal users just here voluntarily on our own time)  nothing to do with us anymore as its acer support responsibility to get it fixed under warranty by repairing/replacing whats needed good luck

nithinprabhu053

Here is a vedio of the plugged in and gaming situation. The laptop shuts down at the end of the vedio..
https://youtu.be/Na2pOU7xPyA

Thanks,

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Commodore_1995#

Hello! Have you tried uninstalling these drivers and restarting windows?

nithinprabhu053

Do you want me to click on Uninstall Device for both the drivers ?


Thanks,

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nithinprabhu053

I have uninstalled both & restarted the system.
Running the benchmark now.

Thanks,

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nithinprabhu053

Now the laptop doesn't stay up for more than a minute & a half when plugged in, Please help: (the drivers are back like they where automatically)

https://youtu.be/gsZJq9g3EmI

Commodore_1995#

OK! Can you give the exact model of the notebook? Example PH317-52-58VJ. 

nithinprabhu053

Sorry for the delay in response. It's PH315-51.

https://www.acer.com/datasheets/2018/4876/PH315-51/NH.Q3HSI.014.html

I tried the following, the laptop shutdown anyway:
In the power plan I set PCI Express to maximum battery saving and under the CPU settings I set the max percentage usage to 50%, I ran the benchmark it worked. I ran a game & it shutdown in 5 min.

Thanks,

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nithinprabhu053

I played a game on battery & the laptop shutdown. The frames where stuttering, I suspect a GPU hardware failure. How to confirm this ?

It's going to cost me a lot ! So I want to be 100% sure.

Regards,

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Commodore_1995#

This model (NH.Q3HSI.014), started to be distributed on 05/28/2018. Therefore, the bios must be less than 1.15, see:

nithinprabhu053

I have already Upgraded the bios last week.
The issue how ever was there before the upgrade & after as well.

Thanks,

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Commodore_1995#

OK! Can you check if this button is installed?

nithinprabhu053

Thanks for the response. Yes, this is installed, what next ? 

xapim

nithinprabhu053 if you have it make sure its properly pressed if needed add some layers of electrical tape to the ram cover to be sure its properly pressed also are you overclocking your DGPU with AF if so it might crash when benchmarking if the overclock its too much it will not crash on battery because neither the DGPU neither the cpu will overclock and does it run fine on games if so i wouldnt worry about any benchmarks they arent accurate what counts here its the actual gaming performance dont rely on any benchmarks and all games perform differently and even the same specs/hardware might not even perfom the same way its the silicone lottery

nithinprabhu053

@xapim I'm a mundane user. Everything from the settings on system to hardware is Stock. No changes made. I will check the master switch near the RAM and report back.

Thanks,

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nithinprabhu053

There is no Button ! I didn't notice this yesterday night ! I can even turn on the laptop without the cover !

xapim

nithinprabhu053 my best advice here its to first perform a battery powerdrain (press/hold for 30s then leave it to rest 2/3h to completely drain all capacitors) followed by a bios setup defaults if the issue persists the last step its to backup everything you need and perform a stock recovery clean install (delete everything option) to completely rule out any software issues and dont let windows update any drivers/bios (disable it from doing so) only update whatever you need manually if after a clean install you still have the same issue you can probably consider it a hardware issue contact acer support again and tell them what you have already done and send it back to get it fixed/replaced (whatever would be the hardware issue)

PS you also stated that the temps are fine when on battery (which its completely normal because its downclocked it wont boost on battery) but are the temps fine on AC because it might be shutting down due to high temps have you optimized windows and undervolted it check here and if still needed repaste it with kryonaut or similar if you can yourself without voiding the warranty or get acer to repaste it

Commodore_1995#

It would be interesting to know, if the windows event viewer records an error.

nithinprabhu053

Hello All,

Sorry I have been away. I reached out to Acer Support & sent my laptop for repair. They told me the SSD has an issue and needs to be replaced. I paid a hefty amount and they replaced it last month. But, the sad part is within 1.5 months the laptop has the same problem, I regret buying an Acer Laptop !

@egydiocoelho The event viewer has the following error "The previous system shutdown at 20:11:09 on ‎30-‎08-‎2020 was unexpected." not a word more.

@xapim When I gave the laptop for repair Acer performed a clean install of the OS 2 times, installed the drivers both the times. I presume they landed on the SSD because they ruled out any possible software issues.

I have shot the following video running the Valley Benchmark 1.0 on High settings when plugged in & power mode set to better battery.

https://youtu.be/Z9SNBiCorwM

Jorjais0117

@nithinprabhu053 I have the same issue!!! or similar, my laptop shuts down the screen from bottom to top and then shuts down. I also don't have the RAM button, I think it's the same problem, but my laptop shuts down randomly, it can be with no app running or at games, battery plugged in or unplugged. I haven't found a single solution and no one has proposed one yet.

Commodore_1995#

Does the notebook turn off on the battery? Have you ever tested the power adapter with a multimeter?