Predator Helios 300 (PH317-52-7373) random shutdown and LiveKernelEvent 141 1 error

Benkij
Benkij Member Posts: 42 Enthusiast WiFi Icon
Hello there,

As you can read in the title, I have occured these problems recently. 

To give you a full explanation about what happened, here is everything.
So at first my browser (opera gx) is started to flicker, usually the top of the screen went black, and reappered, than it extended to the middle of the screen and to the whole screen. After a few second everything went back to normal. At first it occured a few times a week, now it does it everyday.

After a few days it even started to happen ingame too (LoL), and the black screen time is extended by 1 sec aproximatly (only ingame). This is the state for 1 or one and a half weeks already.

In 2 days from now the pc even shut down. I was browsing in opera and suddenly the laptop went black as "usual" but now the keyboard backlight turned off too and the pc didnt reacted to anything even to the power button. After like 5 second it woke up just like if it was in sleep mode and continued working without any problem for a few hours, than the browser flickering came back.

So far the pc shut down 2 times, one at a day.


What have I checked already:
 - reliability history: Source Windows Summary Hardware error Date ‎2021. ‎11. ‎17. 12:56 Condition Not reported Description Windows is not working properly due to a hardware error. Problem singing Problem event name: LiveKernelEvent Code: 141 1. parameter: ffffb2831cb64050 2. parameter: fffff8036ec885c0 3. parameter: 0 4. parameter: 0 Operating system version: 10_0_19043 Service package: 0_0 Product: 768_1 Operating system version: 10.0.19043.2.0.0.768.101 Locale ID: 1038
  - checked my hard disk, using cmd and chkdsk C: /f /r /x code

Im velcoming to any of your advice or tip, what could went wrong and how should I fix it.

Thank you for reading

Answers

  • xapim
    xapim ACE Posts: 7,253 Pathfinder
    edited November 2021
    Benkij at first look seems to me its your windows OS its bugged have u had some recent updates if so you may want to uninstall them/roll back and disable windows updates completely try a battery powerdrain followed by a bios setup defaults  but to make sure its a software issue and not hardware in these cases the best its to perform a stock recovery clean install ALT+F10 on boot and delete everything just make sure you back up everything you need first and of course do not let windows update run only update whatever you need manually and when needed if the issue persist after this that would point to a hardware issue at this point you assuming youre still under warranty you should contact acer support directly and send it back 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/  


  • Easwar
    Easwar Member Posts: 6,727 Guru
    Hi @Benkij,

    # Try to get the BIOS page.
    1. Turn OFF the unit.
    ​2. Press and hold the F2 key and turn on the unit. 
    3. You will be in setup utility page. 
    4. Once you got the screen release the F2 key.
    5. Tap on F9 key and hit enter key without changing the option.
    6. Tap on F10 key and hit enter key without changing the option.
    7. Your unit will restart by itself. 

    Check this T/S and post the result. ​
  • Benkij
    Benkij Member Posts: 42 Enthusiast WiFi Icon
    Easwar said:
    Hi @Benkij,

    # Try to get the BIOS page.
    1. Turn OFF the unit.
    ​2. Press and hold the F2 key and turn on the unit. 
    3. You will be in setup utility page. 
    4. Once you got the screen release the F2 key.
    5. Tap on F9 key and hit enter key without changing the option.
    6. Tap on F10 key and hit enter key without changing the option.
    7. Your unit will restart by itself. 

    Check this T/S and post the result. ​
    Thank you for the advice, I have done it.
    So far 20 min passed counting from doing these steps above, and the browser already went black, just like earlier. 

    I'll monitor all the flickering.

    What should I do after these steps?
  • Benkij
    Benkij Member Posts: 42 Enthusiast WiFi Icon
    xapim said:
    Benkij at first look seems to me its your windows OS its bugged have u had some recent updates if so you may want to uninstall them/roll back and disable windows updates completely try a battery powerdrain followed by a bios setup defaults  but to make sure its a software issue and not hardware in these cases the best its to perform a stock recovery clean install ALT+F10 on boot and delete everything just make sure you back up everything you need first and of course do not let windows update run only update whatever you need manually and when needed if the issue persist after this that would point to a hardware issue at this point you assuming youre still under warranty you should contact acer support directly and send it back good luck :)
    Oh good, that OS bug is way friendlier than hadrware error. How should I roll back the most recent update? 

    I have not updated to 21H2 yet, shall I try it first, or just go back to an earlier version?
  • xapim
    xapim ACE Posts: 7,253 Pathfinder
    edited November 2021
    Benkij as i said i would recommend a stock recovery clean install updating on top of updates usually causes even more issues as i said you need to rule out any software issues and hopefully its just software :)


    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/  


  • Benkij
    Benkij Member Posts: 42 Enthusiast WiFi Icon
    @xapim All right. Than I'll do it today and see, what are the results. Also I forgot to mention that, but if I attach an other screen to the laptop, the flickering and restarting problem isn't showing up.
  • Benkij
    Benkij Member Posts: 42 Enthusiast WiFi Icon
    edited November 2021
    Quick update: the pc doesnt do safety backup for 1 and a half days staight, and the manually copied files were deleted from the hard drive too (to be exact, it has completely reseted to the original state before I plugged it in the pc), therefor I will buy a new outer HDD to copy the data, and because of that, I'll be able to reset the pc at wednesday, probably. Also today I have got a blue death (idk if its the english name for that, but i have got a stopcode) with the code being VIDEO_TDR_FAILURE ; igdkmd64sys

    Edit #2: Recently on videos the colors started to get messy and its getting pixaleted with different colors
  • Benkij
    Benkij Member Posts: 42 Enthusiast WiFi Icon
    Hey there once more.

    Sorry for the long radio scilence.

    I wasnt able to get any external hard drive, so I needed to find an alternative option, and finally was able to reset the pc.


    Before the reset these actions happened:
    1. Using LoL and Opera GX at the same time crashed the pc several times, once even with blue death (same videocard error code as before)
    2. As an answer to the first point, I have moved to Microsoft Edge
    3. Spoke with the official support, and got some more tips (such as cleaning the laptop and being extra cautious puting back the cooling system)
    4. Rerolling the OS to the factory original (done so far)

    I have succesfully (or at least I hope so) disabled updates for windows (using win+r, services.msc, windows updates double clcik and disable at startup type). Please let me know, if I did it well or not.

    Also how can I manually update the OS to be as up to date as I can, but not using the most up to date version of win 10? 
  • Benkij
    Benkij Member Posts: 42 Enthusiast WiFi Icon
    edited November 2021
    Some more info:
    When I rolled back the system to its original state, and completing the installation, I have clicked on check for updates and it started to download updates. I have instantly shut down the laptop, so it may have not installed them, since after the restart, I have diasbled updates as can be seen abowe. I have tried to download an earlier, 10.26. update for 21H1 systems (KB5006738), but at the installation it has said that, the pc doesnt have the permission to install that update. Than I have checked my windows to be sure its x64 and I have downloaded the right update, but it turned out, the system is already at the most recent 21H2 state. After that, I have went back and checked for possible downloaded updates by tryin to remowe them, using the Alt+F10 combo, but it has not found any updates. Shall I leave the pc at the current state, or may I download the currently only avaliable update (KB5007253) for that?

    May the reason be for not being able to install the update is the method of diasbling updates as mentioned abowe?