Predator Helios 300 PH315-54 Freezes Then Crashes Randomly, Constantly

LongGo53
LongGo53 Member Posts: 6

Tinkerer

edited February 2022 in Predator Laptops
Hello!

My Acer Predator Helios 300 has been freezing and crashing repeatingly for the past 4 days I've owned it. (bought on Feb. 1st). After calling support, they figured it was because I was in Windows 11 and not 10, since 11 has been known to cause problems. Because so, I reverted to Windows 10 yet still experience random crashes. The screen freezes whenever I open steam, a website, anything, and if I wait long enough without shutting down the computer myself, it does so itself. I only have one game on it at this point, Pathfinder WotR, and only using Steam. So my storage is still above 400 GB.

When it crashes, it shows a blue screen and stop code: VIDEO_DXGKRNL_ERROR. It used to be black, but it has lately only been blue now. I don't know what to do anymore. Should I take it in to a professional? This has been annoying to deal with and I just can't find help anywhere.

Laptop Information:
Acer Predator Helios 300 PH315-54
Intel Core i7-11800H
NVIDIA GeForce RTX
16 GB RAM

Thread was edited to add model name to the title


Best Answer

  • StevenGen
    StevenGen ACE Posts: 12,507 Trailblazer
    edited February 2022 Answer ✓
    LongGo53 said:
    Hello!

    My Acer Predator Helios 300 has been freezing and crashing repeatingly for the past 4 days I've owned it. (bought on Feb. 1st). After calling support, they figured it was because I was in Windows 11 and not 10, since 11 has been known to cause problems. Because so, I reverted to Windows 10 yet still experience random crashes. The screen freezes whenever I open steam, a website, anything, and if I wait long enough without shutting down the computer myself, it does so itself. I only have one game on it at this point, Pathfinder WotR, and only using Steam. So my storage is still above 400 GB.

    When it crashes, it shows a blue screen and stop code: VIDEO_DXGKRNL_ERROR. It used to be black, but it has lately only been blue now. I don't know what to do anymore. Should I take it in to a professional? This has been annoying to deal with and I just can't find help anywhere.

    Laptop Information:
    Acer Predator Helios 300 PH315-54
    Intel Core i7-11800H
    NVIDIA GeForce RTX
    16 GB RAM
    What is the exact Predator Helios 300 model number it should be PH3xx-xx or similar? As if its a new Predator then it should have the NVidia RTX GPU 30 series that the NVidia driver for it is the NVIDIA RTX / QUADRO DESKTOP AND NOTEBOOK DRIVER RELEASE 510 Version: R510 U2 (511.65) WHQL Operating System: Windows 10 64-bit, Windows 11 Release Date: 2022.2.1 so update your GPU driver to that and also install and run the Intel drivers and graphics driver with the “Intel® Driver & Support Assistant” software and make sure that all drivers are up to date. The cause of the VIDEO DXGKRNL FATAL ERROR error in Windows 10 is outdated or incompatible drivers. Therefore, the first method you should try is to make some changes to your Graphics driver. 


Answers

  • StevenGen
    StevenGen ACE Posts: 12,507 Trailblazer
    edited February 2022 Answer ✓
    LongGo53 said:
    Hello!

    My Acer Predator Helios 300 has been freezing and crashing repeatingly for the past 4 days I've owned it. (bought on Feb. 1st). After calling support, they figured it was because I was in Windows 11 and not 10, since 11 has been known to cause problems. Because so, I reverted to Windows 10 yet still experience random crashes. The screen freezes whenever I open steam, a website, anything, and if I wait long enough without shutting down the computer myself, it does so itself. I only have one game on it at this point, Pathfinder WotR, and only using Steam. So my storage is still above 400 GB.

    When it crashes, it shows a blue screen and stop code: VIDEO_DXGKRNL_ERROR. It used to be black, but it has lately only been blue now. I don't know what to do anymore. Should I take it in to a professional? This has been annoying to deal with and I just can't find help anywhere.

    Laptop Information:
    Acer Predator Helios 300 PH315-54
    Intel Core i7-11800H
    NVIDIA GeForce RTX
    16 GB RAM
    What is the exact Predator Helios 300 model number it should be PH3xx-xx or similar? As if its a new Predator then it should have the NVidia RTX GPU 30 series that the NVidia driver for it is the NVIDIA RTX / QUADRO DESKTOP AND NOTEBOOK DRIVER RELEASE 510 Version: R510 U2 (511.65) WHQL Operating System: Windows 10 64-bit, Windows 11 Release Date: 2022.2.1 so update your GPU driver to that and also install and run the Intel drivers and graphics driver with the “Intel® Driver & Support Assistant” software and make sure that all drivers are up to date. The cause of the VIDEO DXGKRNL FATAL ERROR error in Windows 10 is outdated or incompatible drivers. Therefore, the first method you should try is to make some changes to your Graphics driver. 


  • LongGo53
    LongGo53 Member Posts: 6

    Tinkerer

    Thank you very much for the help! It helped greatly with most of the freezing, however it still continues to crash.

    It doesn't happen when I decide to play a game now, only if I'm at the home screen, or browsing the web (other than YouTube, oddly). After updating the drivers as best as I can (I was unable to update my NVIDA RTX with the link you attached since it said, "This NVIDIA graphics driver is not compatible with this version of Windows." even though my computer is Microsoft Windows 10 Home (64-bit) but I was able to update my Intel driver), the screen would crash and show a blue screen failure with the stop code: CLOCK WATCHDOG TIMEOUT 

    My computer model number is PH315-54. The processor is 11th Gen Intel Core i7-11800H @ 2.30GHz. Graphics are Intel UHD Graphics and NVIDIA GeForce RTX 3060 Laptop GPU (version 27.21.14.6262). I cannot recall exactly, but I believe my computer came in with Windows 11 (I wanted to put that out there as well in case that subject was important, though at the moment now it is still in Windows 10).
  • Zarrex
    Zarrex Member Posts: 6 New User
    edited January 29

    I have a Helios PH315-55 and it does the same freezing and crashing thing. I've noticed it does this when charging reaches 100% and I'm using the laptop. Doesn't seem to get to 100% when charging and the laptop is shutdown.

    Note: I have a new battery in mine which has improved some charging problems but it has never been right since September 2023 when I bought it. Its a beautiful looking laptop, its fast and responsive but the real life experience of living with it day-2-day is bad. Worse laptop ever I have to say.