Helios 300 still shutting down randomly

Jorjais0117Jorjais0117 Member Posts: 20 Troubleshooter
Hi... again, I have the same problem as always, I've already searched how to fix it and nothing seems to work. My Helios 300 (PH317-52) shuts down randomly, it looks like the screen shuts down from bottom to top and then it restarts itself and like it sounds it's very annoying. I've already tried the DISM commands, checking the RAM (the problem occures eventhough I already changed the RAM), I changed the hard drive for a SSD, I already checked the RAM button and add an extra piece so it can push harder, I already reset the laptop to fabric and already reinstall windows, I checked every drive and make sure that it's up to date and it's original, the video drivers, I already uninstall them and install the ones of the pages, Intel & Nvidia, I checked if it was an application or software, I checked the event viewer and there is nothing related to the problem, every time I try a new solution it still happening. I am begging to the community, please help, if someone solved this problem tell me how. Thanks

Best Answer

  • Jorjais0117Jorjais0117 Member Posts: 20 Troubleshooter
    Accepted Answer
    @egydiocoelho @xapim . Well, I tried to find a battery replacement but I didn't find one, I think this battery will do good for more years, but can you recomend a page so when the time comes I can buy one? I plan to use this laptop for 4 years more.

    Also, I found the solution, I didn't searched for battery calibration, yesterday I searched for it but none of the solucions were similar of what I did. What I did is going to the energy configuration and it was in high performance all the time so I suspected and change the energy plan to equilibrated on battery and charging, it worked, there has not been a single error or random shut down.

    If this solution doesn't work for you I recomend trying all what I tried and also follow @egydiocoelho and @xapim advices.

FAQ & Answers

  • Jorjais0117Jorjais0117 Member Posts: 20 Troubleshooter
    Solution if you tried all that I tried: This is a general laptops solution, it applies to all OEM, there exists this problem about random shutting down, the problem appears to be the conflict with turning off the display and/or hybernating the laptop, the solution that worked for me is going  to energy options and never letting the laptop black the screen, suspend the laptop or hybernate the laptop.
  • Have you checked the bios version?

    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! :) 
  • Jorjais0117Jorjais0117 Member Posts: 20 Troubleshooter
    @egydiocoelho yes, I have the last BIOS, should I downgrade?
  • Jorjais0117Jorjais0117 Member Posts: 20 Troubleshooter
    @egydiocoelho well, I can't downgrade, the program won't let me, another solution?
  • xapimxapim ACE Posts: 6,009 Pathfinder
    edited September 8
    Jorjais0117 just for curiosity are your temps fine if so i suggest maybe a stock recovery clean install ALT+F10 on boot but backup everything u need first to rule out any software issues completely also checking your battery wear with hwinfo or battery bar pro would be a good idea just to see if the battery is still fine if the issue persists even after next step its to contact acer support if still under warranty and send it bcak to heget it diagnosed 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/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/  


  • Jorjais0117Jorjais0117 Member Posts: 20 Troubleshooter
    @xapim the temps when this error happens the most are less than 70°C, I've already done the stock recovery like 3 months ago, the problems started again 2 days later with no new software installed, this is the battery info from HWinfo. I've contacted Acer support and were nice but I can't send the laptop, I don't have a spare laptop to work with, also, the people with this same problems who already tried Acer support, after picking up the "repaired" laptop, it presents the same problems so for this problem I don't fully trust Acer, no one with this problem has solved it yet with Acer support or other medium.

    I have to mention that a week ago I changed the battery settings so the laptop never suspends or hibernate, it worked till now, but today it happened again, this time when the laptop was starting after the event it had an actualization. My theory: Windows Update has been creating this problems, today I updated windows, then deactivated windows update and put the optimization and defragmentation to never do it automatically. I will report any event in this thread.

  • Jorjais0117Jorjais0117 Member Posts: 20 Troubleshooter
    Nope, it wasn't Win Update, then I don't know what it is, I alreary checked the visor event, there is nothing that triggers this event.
  • Jorjais0117Jorjais0117 Member Posts: 20 Troubleshooter
    Been searching, I finally got to an end, there is no known solution, seems that the faulty laptops are the ones with 8th gen processors. If some one sees this and have solved it, please respond, you will saving a lot of laptops. 

  • xapimxapim ACE Posts: 6,009 Pathfinder
    edited September 9
    Jorjais0117 i would suggest you to get your battery replaced more than 20% its bad the cells are faulty do not hold the designed capacity anymore and from here its downhill each day will hold less until it will not even charge up it might have to do with the issues youre having but might also not its really hard to say exactly if after the stock recovery all was fine i would suggest you to perform it again if youre able to and disable windows updates completely and keep testing it for awhile to see how it behaves hopefully it would get fixed but again theres no real way to know if the issue persists after and youre still under warranty i would suggest you to send it in to get it diagnosed 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/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/  


  • I would try to calibrate the battery as well.
    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! :) 
  • Jorjais0117Jorjais0117 Member Posts: 20 Troubleshooter
    Accepted Answer
    @egydiocoelho @xapim . Well, I tried to find a battery replacement but I didn't find one, I think this battery will do good for more years, but can you recomend a page so when the time comes I can buy one? I plan to use this laptop for 4 years more.

    Also, I found the solution, I didn't searched for battery calibration, yesterday I searched for it but none of the solucions were similar of what I did. What I did is going to the energy configuration and it was in high performance all the time so I suspected and change the energy plan to equilibrated on battery and charging, it worked, there has not been a single error or random shut down.

    If this solution doesn't work for you I recomend trying all what I tried and also follow @egydiocoelho and @xapim advices.
  • Jorjais0117Jorjais0117 Member Posts: 20 Troubleshooter
    Also, I checked the battery wear level again and it is in 9%. After a year of heavy duty I think it is a very good number.
  • xapimxapim ACE Posts: 6,009 Pathfinder
    Jorjais0117 9% its great :)


    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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