My 2021 Helios 300 Screen Freeze

zd300
zd300 Member Posts: 14

Tinkerer

Hello, i want to know how i can resolve issue with the screen freeze ? its happen even i plug in the power adapter or without it..

I just bought and received the laptop few days back.
«1

Answers

  • zd300
    zd300 Member Posts: 14

    Tinkerer

    Thanks for sharing.

    Ur issue resolved or not yet?

    Its quite sad happen since this a brand new laptop. Dont know its a system issue or the laptop itself issue.
  • zd300
    zd300 Member Posts: 14

    Tinkerer



    Happen to be like this several times


  • zd300
    zd300 Member Posts: 14

    Tinkerer

    Hello
    I just uninstall Google Chrome, then use Microsoft Edge for browsing, also same issue occur

    I try method for bios check 30minutes, my screen fine no issue at all

    Any thought for this ?
  • xapim
    xapim ACE Posts: 7,253 Pathfinder
    edited November 2021
    zd300 send it back to the shop where you got it and get a replacement asap or contact acer support directly from your own country your unit its faulty as its brand new no point in even bother troubleshooting its under warranty thats the whole purpose of having warranty it could be just software but seems a faulty gpu you dont want to wait to find out just send it asap the later the worse it becomes :)


    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/PredatorHelios300
    https://www.youtube.com/channel/UCNJwGUHxSJ8FKqAhnOqQuAw
    Acer support:
    https://www.acer.com/ac/en/US/content/service-contact
    http://www.acer.com/worldwide/support/  


  • zd300
    zd300 Member Posts: 14

    Tinkerer

    terrible quality

    Even I surfing browser, issue happen
    Even I do work on Words, issue happen
    Even I just turn on the laptop, issue happen

    Its a brand new laptop from official store.

    TERRIBLE

    Now waiting the customer support to reply my email.

    Seriously, if I knew this issue; I wont bought it


  • zd300
    zd300 Member Posts: 14

    Tinkerer

    I very sad with the quality

  • xapim
    xapim ACE Posts: 7,253 Pathfinder
    zd300 as usual with any manufacturing mass production not only on laptops but overall there would be some lemons in the basket so seems you might got one yourself as i have suggested the best solution here its to contact acer support and ask for a replacement but before you send it you could try battery powerdrain followed by a bios setup defaults and a  a stock recovery clean install to rule out any software issues/bugs completely ALT+F10 on boot make sure you backup anything you need first and choose delete everything option if the issue persists after this procedure its most certainly hardware 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/PredatorHelios300
    https://www.youtube.com/channel/UCNJwGUHxSJ8FKqAhnOqQuAw
    Acer support:
    https://www.acer.com/ac/en/US/content/service-contact
    http://www.acer.com/worldwide/support/  


  • keeraya94
    keeraya94 Member Posts: 4 New User
    I had the same problem with my brand new Helios 300 as well. Used warranty and got a 1-1 new replacement. Replacement just came today, hope it works fine. If there is a problem again, I'll post it here again
  • zd300
    zd300 Member Posts: 14

    Tinkerer

    I already get reply from Acer service.
    They will sent a technician to check the laptop.


  • zd300
    zd300 Member Posts: 14

    Tinkerer

    keeraya94 said:
    I had the same problem with my brand new Helios 300 as well. Used warranty and got a 1-1 new replacement. Replacement just came today, hope it works fine. If there is a problem again, I'll post it here again
    Does they sent technician to check  before get a new replacement ?
  • xapim
    xapim ACE Posts: 7,253 Pathfinder
    edited November 2021
    zd300 they will not replace the unit they will diagnose it and if they arent able to fix it software wise they will  take it and replace the mobo with a donor (refurbished) mobo as all manufacturers do the same when the issue its hardware :)


    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/PredatorHelios300
    https://www.youtube.com/channel/UCNJwGUHxSJ8FKqAhnOqQuAw
    Acer support:
    https://www.acer.com/ac/en/US/content/service-contact
    http://www.acer.com/worldwide/support/  


  • keeraya94
    keeraya94 Member Posts: 4 New User
    zd300 said:
    keeraya94 said:
    I had the same problem with my brand new Helios 300 as well. Used warranty and got a 1-1 new replacement. Replacement just came today, hope it works fine. If there is a problem again, I'll post it here again
    Does they sent technician to check  before get a new replacement ?
    No, I brought my unit straight to the service centre near me -- Subang Jaya, Malaysia. They replaced it as it was within seven days of me getting it. But the screwed up part is that the replacement also had the same problem... appeared within the first day of me getting it.

    I brought the latest machine also back to the service centre today asking for a refund. They are now keeping it saying that they are gonna do some stress-tests and told me that the manager will call me. 

    Im gonna give them 24 hours before I call again. Ridiculous
  • keeraya94
    keeraya94 Member Posts: 4 New User
    If anyone else is having the same problem and finds this page, please post here. We may be able to use it as proof to show Acer that many people are facing this problem and that their batch is faulty. Ty
  • zd300
    zd300 Member Posts: 14

    Tinkerer

    keeraya94 said:
    zd300 said:
    keeraya94 said:
    I had the same problem with my brand new Helios 300 as well. Used warranty and got a 1-1 new replacement. Replacement just came today, hope it works fine. If there is a problem again, I'll post it here again
    Does they sent technician to check  before get a new replacement ?
    No, I brought my unit straight to the service centre near me -- Subang Jaya, Malaysia. They replaced it as it was within seven days of me getting it. But the screwed up part is that the replacement also had the same problem... appeared within the first day of me getting it.

    I brought the latest machine also back to the service centre today asking for a refund. They are now keeping it saying that they are gonna do some stress-tests and told me that the manager will call me. 

    Im gonna give them 24 hours before I call again. Ridiculous
    *****
    get new replacement also same issue occur

    my case
    they already contacted me
    they will sent technician to check and test

    they said, most probably issue with board related

    and the part need to order and need some time

    during the "some time", need to face the issue

    seriously, if issue prolong; then i need to think about tribunal stuff

  • zd300
    zd300 Member Posts: 14

    Tinkerer

    keeraya94 said:
    If anyone else is having the same problem and finds this page, please post here. We may be able to use it as proof to show Acer that many people are facing this problem and that their batch is faulty. Ty
    yup

    we pay for the product

  • Easwar
    Easwar Member Posts: 6,727 Guru
    Hi zd300,

    It looks like hardware issue. Contact acer tech support,

    https://www.acer.com/ac/en/US/content/service-contact​


    OR book the unit for repair service,

    https://customerselfcare.acer.com/CS2/#/

  • zd300
    zd300 Member Posts: 14

    Tinkerer

    Easwar said:
    Hi zd300,

    It looks like hardware issue. Contact acer tech support,

    https://www.acer.com/ac/en/US/content/service-contact​


    OR book the unit for repair service,

    https://customerselfcare.acer.com/CS2/#/

    thanks for the feedback
    i already spoke with Acer 

    they will sent me technician to check my laptop
    at same time, they said probably hardware issue and they already order to figure out 

    btw
    if im using 60hz display, its all ok
    issue only happen on 360hz display
  • keeraya94
    keeraya94 Member Posts: 4 New User
    Hey @zd300, just wanted to know what happened to your case. Finally Acer couldn't fix my problem and decided to give me a refund. But the whole process was time wasting..
  • zd300
    zd300 Member Posts: 14

    Tinkerer

    keeraya94 said:
    Hey @zd300, just wanted to know what happened to your case. Finally Acer couldn't fix my problem and decided to give me a refund. But the whole process was time wasting..
    Hello
    My issue fix

    At first
    they sent me technician to my home
    To check and replace parts (i dont know what is it but not a tiny size)

    After a day, issue happen again
    Then they come to take the laptop to their centre

    After a while
    They delivered back to me

    And now, no issue of freezing

    Hope no issue moving forward