Sudden grind to a halt Predator Helios 300 PH315-51

Aphex_T

Hey guys, long time lurker first time poster.

So, I've had my Predator Helios 300 PH315-51 (full specs below) for about a year. Everything was fine (more or less) until June-ish this year when it started to slow down. Not just with gaming, whenever I was doing anything the system would freeze for 1 second or so, whether I was browsing the internet, on a word document or watching a video, and then continue as normal. It would also make a short 'whirring' noise when this happened. This also meant games such as CSGO and Valorant would completely freeze for 1-2 seconds, with the audio still continuing.

So, I did a clean install on my SSD, reinstalled windows and it solved the problem until a couple of weeks ago and the same thing has happened again. While gaming, everything will be OK (although it's getting worse) at first but the longer I play (30 mins +) they will start freezing for a few seconds and the audio cuts out, although noticeably when there's some action happening. I also teach on zoom and as you can imagine this is a really annoying problem to have with everything randomly freezing for 1 second. It's also a really difficult problem to look up on Google, as I can't quite find solutions to my problem, only similar problems and the solutions haven't worked.

Here's what I've tried:

Using throttle stop to undervolt (followed a guide, worked perfectly in the past and the temp is at a cool 43 degrees idle)
Uninstalled specific windows updates
ran a /scannow (no problems)
checked hard drive for errors (none)
updated graphics drivers 
set windows virtual memory to the recommended values
disabled enhanced sound effects (not ideal because it lowers the speakers' volume so much I can't hear anyone)
cleaned dust from the vents 
scanned with malwarebytes and bitdefender (nothing found)

I know you guys get a lot of questions like this and it can be annoying to repeat yourselves, but I would really appreciate some help on this one. As I said, I haven't found anything regarding the same issue I'm having and I'm loathe to do another fresh install barely 4 months after the previous one. I'm considering reapplying the thermal paste, but this is happening doing basic tasks, even switching between apps so it's not an overheating issue.

My specs:

OS Name Microsoft Windows 10 Home

Version 10.0.19041 Build 19041

Other OS Description Not Available

OS Manufacturer Microsoft Corporation

System Manufacturer Acer

System Model Predator PH315-51

System Type x64-based PC

Processor Intel(R) Core(TM) i5-8300H CPU @ 2.30GHz, 2304 Mhz, 4 Core(s), 8 Logical Processor(s)

BIOS Version/Date Insyde Corp. V1.22, 31/10/2018

SMBIOS Version 3.0

Embedded Controller Version 1.22

BIOS Mode UEFI

BaseBoard Manufacturer CFL

BaseBoard Product Sienta_CFS

BaseBoard Version V1.22

Platform Role Mobile

Secure Boot State On

PCR7 Configuration Elevation Required to View

Windows Directory C:\WINDOWS

System Directory C:\WINDOWS\system32

Boot Device \Device\HarddiskVolume1

Locale United Kingdom

Hardware Abstraction Layer Version = "10.0.19041.488"

Username DESKTOP-8M803N4\Phil

Time Zone Romance Standard Time

Installed Physical Memory (RAM) 8.00 GB

Total Physical Memory 7.85 GB

Available Physical Memory 3.58 GB

Total Virtual Memory 17.2 GB

Available Virtual Memory 10.1 GB

Page File Space 9.36 GB

Page File C:\pagefile.sys

Kernel DMA Protection Off

Virtualisation-based security Not enabled

Device Encryption Support Elevation Required to View

Hyper-V - VM Monitor Mode Extensions Yes

Hyper-V - Second Level Address Translation Extensions Yes

Hyper-V - Virtualisation Enabled in Firmware Yes

Hyper-V - Data Execution Protection Yes

Again, any help at all would be appreciated, even a nudge in the right direction. 

Thank you in advance,

Phil

Aphex_T

Hey anyone who made read this!

So, a sad update really. Unfortunately, the "uninstalling of geforce experience fix" was clearly temporary as now the problem has returned (after a forced windows update - interesting?). 

I'm at my wits' end with this laptop and ready to give it a 1 star review. 

Another issue I didn't mention earlier was that while gaming, my microphone will randomly sound like I'm in a submarine - usually when more than one application is open - including non-power intensive apps like a simple board game. I've tried two headsets and it's the same issue. I've googled it so many times and tried all the little settings fixes I just can't be bothered anymore.

I may be shouting into the void here but really, after spending over a grand on this you would really expect it to just... work? And I don't mean blistering performance rendering 3D video just.. to work?

Anyway, I'm sad and angry and I hate Acer.

Aphex_T

Even now, scrolling down the page it's doing a little "whirr" noise and freezing for a split second.

bdumaguina

I feel you man. I'm going through something too. Playing back 1080p video on VLC is sluggish - imagine that! Backread something about rolling back to even the stock NVIDIA Graphics Drivers - I'll try version 417.01 - I'm giving that a go first. Aside from this, my internal storage drive is disconnecting! Not sure if it's a hardware issue or a driver/software/Windows update that's messing ups the system. Using a different model though, PH517-51. Maybe try rolling back too? Good luck man!

busu3

Aphex_T said:

Even now, scrolling down the page it's doing a little "whirr" noise and freezing for a split second.

What are your temps when the whirr noise occurs or when it freezes in games?

Aphex_T

Thanks bdmaguina, I was also reading about rolling back drivers so I'll try that as well.

busu3 - just normal idle temps when on the desktop, no spikes. It can get pretty hot when playing Red Dead 2, well when I could play, but again no noticeable spikes when it freezes. Max temp is like 90 I think?

Because it suddenly went from being totally fine to absolutely not fine, I'm hoping it's a software issue, like a windows update conflicting with a video driver? 

I tried deleting the latest windows updates but they just reinstalled themselves which was annoying. 

busu3

Aphex_T said:

Thanks bdmaguina, I was also reading about rolling back drivers so I'll try that as well.

busu3 - just normal idle temps when on the desktop, no spikes. It can get pretty hot when playing Red Dead 2, well when I could play, but again no noticeable spikes when it freezes. Max temp is like 90 I think?

Because it suddenly went from being totally fine to absolutely not fine, I'm hoping it's a software issue, like a windows update conflicting with a video driver? 

I tried deleting the latest windows updates but they just reinstalled themselves which was annoying. 

Ok where does the whirr sound come from? I think the only moving parts in laptops are the fans and the hard disk. Earlier in my old laptop it used to freeze suddenly and a whirr noise used to come and it used to just get stuck that way until i restarted it. It turned out it was the hard drive and since i changed it the problem hasnt come back(may not be the same in ur case but just saying). Also it could be the speakers and if its that its most likely a software issue.

Aphex_T

Ah, maybe my description of the sound is a bit misleading. When I say 'whirr' its like, the noise the laptop makes when it's thinking or trying to do something. But only for a second, like there's a process starting and suddenly stopping, which sounds like a virus but I've scanned multiple times and nada. 

busu3

Even if the laptop is processing something it cant be the gpu or cpu making noise so it could be their fans. Or it is most likely the hard drive. So just check if its the fans ramping up

Aphex_T

Will do chief, had a few drinks now so I'll have to investigate tomorrow. Thanks for your help thus far!

bdumaguina

If it's any help, rolling back did it for me. Best of luck to you!
https://community.acer.com/en/discussion/621053/best-way-to-rollback-to-nvidia-geforce-game-ready-417-01#latest

Rhuephus

What ... a HDD on a gaming laptop ??? Need to go to m2 NVMe SSD, or at least SATA SSD. 
1) first thing I would do is a memtest
2) Pull the cover off (with the laptop powered down) and free spin the fans - if any resistance, you gotta bad fan. OR it's full of gunk. Maybe a busted fin.
3) If your AC charger is not putting out the correct power, it can cause big problems. Get a voltage tester on it, i've seen it happen a lot.
Anyway ... that's where I would check ... I was a computer tech for umpteen years

Aphex_T

Well, a HDD and a SSD, I assumed that was fairly standard.

Did a memory test, no issues found. Will have a look at your other two suggestions this week.

busu3

It could be some electromagnetic interference with the speaker(idk much about this). If u really want to confirm its ur hdd then just remove it and check whether the problem comes(am assuming ur os and atleast one game is on ur ssd).

Aphex_T

Hey,

Firstly, thanks to everyone who replied. Your suggestions were much appreciated.

I'm writing this in case someone else has a similar problem in the future.

Basically, I reinstalled windows which fixed the problem. However, I then decided to play Valorant. The performance wasn't great so I downloaded geforce experience and installed drivers using that. The problem returned immediately. So, I uninstalled geforce experience, uninstalled my graphics card and rebooted. I then used the driver from nvidias website, didn't install geforce experience and voila. Problem solved. 

busu3

Ok nice to know u solved the problem:)

Aphex_T

Hey anyone who made read this!

So, a sad update really. Unfortunately, the "uninstalling of geforce experience fix" was clearly temporary as now the problem has returned (after a forced windows update - interesting?). 

I'm at my wits' end with this laptop and ready to give it a 1 star review. 

Another issue I didn't mention earlier was that while gaming, my microphone will randomly sound like I'm in a submarine - usually when more than one application is open - including non-power intensive apps like a simple board game. I've tried two headsets and it's the same issue. I've googled it so many times and tried all the little settings fixes I just can't be bothered anymore.

I may be shouting into the void here but really, after spending over a grand on this you would really expect it to just... work? And I don't mean blistering performance rendering 3D video just.. to work?

Anyway, I'm sad and angry and I hate Acer.

Aphex_T

Oh, I accidentally clicked 'solved' - it isn't. If anyone could undo that, that would be great (inset Office Space meme)

JuanTrinity

Same problem. Any solutions out there? :(