Problem when upgrade HDD, black screen, can't enter bios predator helios 300

Paul1982

Hello, yesterday I received my predator helios 300, when I increased the capacity of the disk by installing a 500 gb ssd, the screen of my laptop turned on but stayed black, 
the keyboard turned on, the fans sounded, when I tried to enter the bios it wouldn't let me but when I pressed the Ctrl + Shift + Delete keys the laptop restarted. 

When I removed the 500gb drive my laptop started working normally again.

I have tested the drive and it has no problems.

I don't know if the problem is the laptop or the disk or the update cable.

Please your help to solve this problem.

Excuse me for my english.


This is the disk i tried to install 

Thread was edited to add model name to the title

JackE

(1) Shut machine off again

(2) Unplug charger. Disconnect battery pack from mainboard if possible

(3) Reconnect to 2.5" SSD with cable

(4) Put laptop back together

(5) Plug charger back in. Wait for battery change LED indicates full charge

(6) Turn laptop on and IMMEDIATELY start tapping F2 key to enter BIOS menu. Don't wait for ACER logo.

(7) Does 2.5" SSD show up in the BIOS INFORMATION tab as HDD0 or HDD1?

Easwar

Hi @Paul1982,

Reset this PC and keep my files
1. Shutdown the unit. Press and hold alt+F10 key. Then turn ON the unit.
2. You will get a blue screen. Choose the option troubleshoot. 

​​

3. Select Keep my files to refresh your PC and reinstall your operating system without removing your personal files. Click Next to continue. Important If you have apps installed on your PC, they will be removed. 
4. Resetting the PC will reinstall Windows, change settings back to their factory defaults and remove all preinstalled apps and programs without removing your personal files. Click Reset to continue.
5. You will be shown the reset progress on the screen. The screen will turn off during the reset process.
6. The screen will turn back on when it is installing Windows. Your PC will restart several times during the reset process.
7. Follow the process until it completes.
8. When your PC has completed the reset process, Windows will have been reset back to its factory default settings without removing your personal files.​

JackE

(1) Shut machine off again

(2) Unplug charger. Disconnect battery pack from mainboard if possible

(3) Reconnect to 2.5" SSD with cable

(4) Put laptop back together

(5) Plug charger back in. Wait for battery change LED indicates full charge

(6) Turn laptop on and IMMEDIATELY start tapping F2 key to enter BIOS menu. Don't wait for ACER logo.

(7) Does 2.5" SSD show up in the BIOS INFORMATION tab as HDD0 or HDD1?

Paul1982

JackE said:

(1) Shut machine off again

(2) Unplug charger. Disconnect battery pack from mainboard if possible

(3) Reconnect to 2.5" SSD with cable

(4) Put laptop back together

(5) Plug charger back in. Wait for battery change LED indicates full charge

(6) Turn laptop on and IMMEDIATELY start tapping F2 key to enter BIOS menu. Don't wait for ACER logo.

(7) Does 2.5" SSD show up in the BIOS INFORMATION tab as HDD0 or HDD1?

Hi @JackER I'll try this and i'll tell you what happened

Paul1982

Easwar said:

Hi @Paul1982,

Reset this PC and keep my files
1. Shutdown the unit. Press and hold alt+F10 key. Then turn ON the unit.
2. You will get a blue screen. Choose the option troubleshoot. 

​​

3. Select Keep my files to refresh your PC and reinstall your operating system without removing your personal files. Click Next to continue. Important If you have apps installed on your PC, they will be removed. 
4. Resetting the PC will reinstall Windows, change settings back to their factory defaults and remove all preinstalled apps and programs without removing your personal files. Click Reset to continue.
5. You will be shown the reset progress on the screen. The screen will turn off during the reset process.
6. The screen will turn back on when it is installing Windows. Your PC will restart several times during the reset process.
7. Follow the process until it completes.
8. When your PC has completed the reset process, Windows will have been reset back to its factory default settings without removing your personal files.​

Easwar,
first i'll try JackE's option if i have no result i'll try your solution

Dragons0458

Hi @Paul1982 ! could you solve this problem? I have your same SSD and I have the same problems.

Yesterday I test the same that you and when I remove the M.2 SSD the laptop identifies the Crucial SSD, but both don't run.

I'm going to await for your answer, thank you!

Dragons0458

Hi @JackE! I tested your steps and the problem persists, do you have another recommendations for me? thank you!

JackE

Shut machine off. Try this again.

Turn laptop on.

IMMEDIATELY start tapping F2 key. Don't wait for ACER logo

Does BIOS  menu appear?

Paul1982

Dragons0458 said:

Hi @Paul1982 ! could you solve this problem? I have your same SSD and I have the same problems.

Yesterday I test the same that you and when I remove the M.2 SSD the laptop identifies the Crucial SSD, but both don't run.

I'm going to await for your answer, thank you!

Hi @Dragons0458, i could not solve my problem with the steps has given.

JackE said:
Shut machine off. Try this again.

Turn laptop on.

IMMEDIATELY start tapping F2 key. Don't wait for ACER logo

Does BIOS  menu appear?

Hi @JackE, the ploblem is that the laptop does not let press f2 to enter at the bios, after install the ssd and turned it on it shows a black screen but i kwon that it is on becouse i can hear the fans and keyboard has ligths.

Well, Hi everyone, after several failed attempts i called to Acer Call Center (i'm from Peru so the Acer Call Center that i called was from Latinoamerica) they gave me a service code in order to go at atauthorized dealer; yesterday let the laptop and they told me that they would give me an answer between 2 to 3 days,so today is Tuesday, on Thursday i will have a solution.

But something that i recently realized is when i connected another monitor using the usb type c port the laptop takes more than 5 minutes to start.

I leave video that i sent to the technical service.

Sorry about the background noise.


https://drive.google.com/file/d/1OQJxQsHbYKSU_vZNGFDspn5TX-0ZWnWx/view?usp=sharing
 

JackE

Does the machine work OK if you disconnect the crucial SSD?

Paul1982

JackE said:

Does the machine work OK if you disconnect the crucial SSD?

Hi, yes, with the M2 of 512 gb works fine. i using my ssd crucial like a external hard drive

JackE

>>> have tested the drive and it has no problems.>>>

How did you test? Because the problem seems to be either the 2.5" drive, its cable, or the cable connectors to the mainboard.

Paul1982

JackE said:

>>> have tested the drive and it has no problems.>>>

How did you test? Because the problem seems to be either the 2.5" drive, its cable, or the cable connectors to the mainboard.

The 2.5 drive woks fine in other laptop that i have.

Paul1982

Well I have my computer back, and i'll share you the Repair Center Report.

Original report.



I transleted section in red:

The equipment only supports SSDs of the type M.2 PCIe NVME and not of the type M.2 SATA, the same for the HDD extension and it is the reason why 
when adding a SSD SATA drive to the computer no longer turns on.

An M.2 PCIe NVME SSD and an M.2 SATA SSD are inserted and the computer has the same effect, it does not turn on.
An M.2 PCIe NVME solid state drive and a 1TB hard drive are inserted and the computer turns on.
It is concluded that the equipment is not compatible with SATA type SSD disks and it is recommended that the client use hard disks as a storage 
unit and no SSD disks since they are not compatible with the equipment.

To resume, the laptop is not compatible with my ssd disck so i diced to install another drive, like this.




And now i dont have a problem.

JackE

Good for you. Thanks for reporting back.

Commodore_1995#

What is the exact model? Example AN515-55-58VH. Some crucial ssds are having issues with the VMD CONTROLLER driver. Access the bios, go to the MAIN tab and press CTRL+S. An option called VMD CONTROLLER or RST WITH OPTANE should appear. You can send a photo?

Paul1982

egydiocoelho said:

What is the exact model? Example AN515-55-58VH. Some crucial ssds are having issues with the VMD CONTROLLER driver. Access the bios, go to the MAIN tab and press CTRL+S. An option called VMD CONTROLLER or RST WITH OPTANE should appear. You can send a photo?

Hi, the model is PH317-55-73QW, and there are the bios photos.

JackE

Thanks for posting this. I agree with @egydiocoelho that if you had set up Windows to boot into safe mode and then disabled VMD in order to load the standard AHCI disk drivers in safe mode, the Crucial SSD might've worked. No 100% guarantees though.

In my opinion, VMD & RST are two of Intel's not-so-good ideas particularly when trying to set up dual boot systems and drives. But as long as you're happy with the way it's set up now, I'd probably leave well enough alone.

Commodore_1995#

JackE said:

Thanks for posting this. I agree with @egydiocoelho that if you had set up Windows to boot into safe mode and then disabled VMD in order to load the standard AHCI disk drivers in safe mode, the Crucial SSD might've worked. No 100% guarantees though.

In my opinion, VMD & RST are two of Intel's not-so-good ideas particularly when trying to set up dual boot systems and drives. But as long as you're happy with the way it's set up now, I'd probably leave well enough alone.

I would still try to disable the vmd controller, to check if the ssd is recognized!
a) first enable safeboot and restart windows:

b) access the bios and disable the vmd controller:

c) then disconnect the lithium battery and connect the ssd mx500, to check if the problem still occurs.

JackE

I think another SSD might've been added already.