My Helios 300 PH317-51-722A shutsdown when plugged to AC and running games

System References (Acer Predator Helios 300 PH317-51-772A) [2017 model, no warranty] :

Windows 10 - Version 1909
BIOS - Version 1.21 (Latest on Acer website)
GeForce Game Ready Driver - Version 445.87 (Latest on Geforce Experience)
Power Plan - Balanced (Also tried on Performance mode)
All drivers up to date.

Problem Description

When my AC is connected and i run demanding games, my laptop shuts down after 5 to 10 minutes of gaming. He doesn't give any notice.
This issue happens even if i just launch the game and let the computer sit still without touching the keyboard.

When i unplug the AC and run the same games, my laptop works perfectly fine as long as the battery can hold the computer powered on, and i can play normally without any disruption and abrupt shutdowns.

When the laptop shuts down, and i try to restart it right after, it appears to flicker multiple times (Powering on and off in intervals of 0.5 to 1s). It does flicker 4 to 5 times in general before really powering on. (Which maybe points to a problem in the battery, or maybe the OS tries to boot up the system but it needs to fix the disk errors first?)

Problem Details

Trying to resolve the issue, i did read a lot of posts on the Acer forum and tried to apply the solutions that where proposed, so basically here is a list of what i did and what i can't do with my computer right now.

Solutions I Tried

Updating Windows.
Updating Drivers.
Uninstalling PredatorSense.
Adding a little paper to help push the switch situated near the RAM slots.
Monitoring the temps while gaming. (Very interesting results described bellow in more details).
Disabling the V-Sync in games.
Locking FPS on 60.

Solutions I Can't Try

Hard Reset of Windows and the HDD or SSD. My laptop contains sensitive information in the HDD that i cannot push in the cloud. The SSD contains some of the software i use in work (This is also my work computer), so hard resetting the SSD/OS is like asking me to stop working for an undefined period of days, while all the software gets installed back, plus it would require me to reconfigure a lot of things. And on top of all of that we are not even sure if it would fix the problem or not !!!

Alright now that everyone is on the same page. Here is the screenshot of my PredatorSense with some annotations explaining what's happening while running a game (Ancestors - The Humankind Odyssey, V-Sync off, 60fps cap, High Graphics)

Image: https://us.v-cdn.net/6029997/uploads/editor/9f/utksctox8bu6.jpg

Windows can't keep any meaningful log about the cause of the shutdowns occurring.
Here is also a screenshot of the Reliability Monitor from Windows describing the abrupt shutdowns occurring.

Image: https://us.v-cdn.net/6029997/uploads/editor/a2/dolz3a28rbwg.png

Image: https://us.v-cdn.net/6029997/uploads/editor/g5/b4db71d7jszc.png

Hence here is all the information that seems relevant to me. I would be glad to hear from you guys, since i am actively looking for a solution regarding my problem.
Thank you in advance, and i really hope you guys are having a nice day even during this quarantine period!

Accepted answers

Commodore_1995#

OK! 19vX7,1a = 135w. It is not the correct power adapter for your model. You must purchase a 180w adapter:
60035715 DELTASINGAPORE 180W_5.5ph y Adapter DELTA 180W 19.5V 1.7x5.5x11 ADP-180MB KK LF black with acer logo KP.18001.002

All comments

Commodore_1995#

I suggest you try to uninstall the drivers for the ac adapter and the battery in the device manager and then restart windows and post the result.

ProtoSonic

Update: Uninstalled the drivers for AC adapter and the battery, i restarted the laptop and tried running the game while the AC is plugged in, the same pattern occurred the issue is still here. Here is the screenshots of the PredatorSense right before the shutdown.

Image: https://us.v-cdn.net/6029997/uploads/editor/sf/ac3d6q1sd07g.png

Commodore_1995#

Have you ever tested the power adapter with a multimeter? Also, are you using any type of adapter, like nobreaks or stabilizers to connect the notebook to the electrical outlet?

ProtoSonic

No, i have never tested the power adapter with a multimeter. Also i don't use any type of adapter, neither the nobreaks nor the stabilizers. The only thing that stands between my acer power adapter and the electrical outlet is a power strip. I taught about this too, but since i don't have a multimeter right now to test my power adapter, i tried to connect the power adapter to the electrical outlet directly, it still shuts down.

But that's a really appreciated suggestion, thank you, i will definitely test the power adapter with a multimeter.

Commodore_1995#

Also test the dcin jack cable with a multimeter!

ProtoSonic

Alright!
I'll keep you updated as soon as the multimeter testing is done!
Thank you so much @egydiocoelho for assisting me on this issue !!

ProtoSonic

Alright, finally i've got a response from my DM explaining the real problem behind the laptop.

Buddy, I was talking to someone and told him about the issue... he said to try using MSI Kombustor and stress test GPU and CPU I told him I have tried furmark and it worked fine and never crashed but I still tried Kombustor and suprisingly my system crashed with this app .. and send him the screenshot before the crash and also send him the video of what happens when I try to boot so he said this:
"Unfortunately this is a hardware issue you have. Let me explain: your GPU core is running normally and within the temperature spec it's designed for, but there is likely a faulty voltage gated transistor on the motherboard that's cutting off power to your CMOS chip when the GPU temperature rises.My guess: this is why your system runs fine for 15 minutes, but as electrical resistance builds up along the GPU power delivery pipeline, your system loses power because of a bad transistor(s) shorting out. Next, you can't restart for 5 minutes because your system is completely dead and the overvoltage on this transistor is preventing the CMOS restart until there is an eventual current leak and voltages along your pipeline are normalised. Because your CMOS was tripped, the system hard resets the BIOS after 2 boot attempts(which also resets your time and date) and then boots up normally. Your system will run for a bit longer if your GPU temperature is reduced but it will eventually shut down. Running on battery, the GPU was power throttled so the power relay was not getting overloaded.On mains unfortunately you will always have this issue.To cut costs on a 'budget' laptop acer has made compromises elsewhere with lower quality motherboard VRMs and other components.
Solutions:
GPU replacement(risky and not guaranteed to solve your problem).
Motherboard repair is always worth a try but again you need an expert for this.
Motherboard replacement is preferable as you can have the same issue even after repair,but it'll be a bit expensive.
Take your laptop to an authorized Acer reseller after the lockdown eases to get a full diagnostic work up.
I hope this answers your question."

I hope this will be useful to someone else looking for a response.

I contacted my re seller and did let him know about the problem, hopefully we might find a convenience.

Anyways, thank you @egydiocoelho for your assistance! And have a good week-end everyone!

Commodore_1995#

OK! However, before sending the notebook to the seller, can you check if your model has this button?
Meu ACER f5-573G-75A3 est desligando szinho Acer Community

Meu ACER f5-573G-75A3 est desligando szinho Acer Community

ProtoSonic

Yes it does, and i already tried to switch it multiple times + added a little paper on the slot to push it further.
Before posting i tried to apply most of the useful solutions i could find in the forum, so yeah unfortunately it doesn't work for me. ^-^
It's still helpful to get theses advises! I'm really thankful to you!

Commodore_1995#

I'm not sure if it will solve your problem, but bios version 1.21 is not the last one. This model shares the same motherboard with the model an515-51, g3-571, g3-572 and g3-573. The latest version is 1.22: https://global-download.acer.com/GDFiles/BIOS/BIOS/BIOS_Acer_1.22_A_A.zip?acerid=636896848943847731&Step1=NOTEBOOK&Step2=NITRO&Step3=NITRO AN515-51&OS=ALL&LC=pt&BC=ACER&SC=PA_3
all these models have the c5prh motherboard!

ProtoSonic

In fact, you are right it was not the latest driver, i am surprised

I just installed it and tried gaming afterward, it did shutdown right after. So yeah ^-^

Commodore_1995#

Does the windows event viewer, on the system tab, have any kernel power or similar?

ProtoSonic

Similar to the screeshot in my first post nothing in the logs.

Commodore_1995#

Did this model come with a 180w or 135w adapter?

ProtoSonic

The model came with 135w adapter why?

Commodore_1995#

What? No, no, no! This model comes with a gtx1060. This video card requires a 180w adapter, see: https://www.acer.com/datasheets/2017/4876/PH317-51/NH.Q29EZ.003.html

Image: https://us.v-cdn.net/6029997/uploads/editor/ig/pbdk5vbd3t3v.png

ProtoSonic

Wait, so basically... This is all because of my AC after all? xD

Commodore_1995#

Yes my friend. Your 135w power adapter cannot supply enough power, causing shutdowns. Don't you think it's strange that the battery can provide good performance and not with the adapter? can you send a picture of the power adapter?

ProtoSonic

Here is a picture of my AC

Commodore_1995#

OK! 19vX7,1a = 135w. It is not the correct power adapter for your model. You must purchase a 180w adapter:
60035715 DELTASINGAPORE 180W_5.5ph y Adapter DELTA 180W 19.5V 1.7x5.5x11 ADP-180MB KK LF black with acer logo KP.18001.002

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