Predator Helios 300 Display Driver Issues? Also other issues too? PH315-55-795C

Mainegrw
Mainegrw Member Posts: 1 New User
edited October 2022 in Predator Laptops

So over the weekend I purchased a brand new Predator Helios 300 Laptop from Best Buy, model #: PH315-55-795C. This model comes with the i7 12700H processor, RTX 3070ti GPU, 16gb RAM and a 1tb SSD. Things however went pretty bad with it pretty quickly though, and I'm trying to understand how and why, and how to solve it when my new one arrives, seeing this one ended up bricked, more info on why to follow.

First however, I am not a fan of Windows 11, and wanted to roll it back to Windows 10 Pro, for which I have a full retail license key. I did a full fresh install of the OS, and all was going well until I let Windows update do it's thing, and it downloaded some display drivers, one called Intel Display, and the other was an Nvidia driver, however I'm pretty sure the former is the issue. On reboot, as soon as Windows loaded, the screen would go black, backlight off, no picture whatsoever. Thinking I had a corrupt windows install (I was having trouble with wifi and the Windows OBE setup crashed after logging into my Microsoft Account and didn't finish properly, but Windows was running fine), I went ahead, wiped the system and reinstalled Windows 10 pro again. The same results ensued, again, after the Intel Display Driver installed.

In troubleshooting, I found that I could connect an external display, via USB C in my case, and get image to show up there without issue, still no laptop display however. I tried changing screen modes, i.e. duplicate or extend displays, turning the backlight on and off, nothing. During this time, the whole system had a hiccup, like the whole thing would freeze momentatrily, and unfreeze after a second or so constantly. I poked around some more, and found something in the display settings that interested me. Under refresh rate, I had the option of choosing "240.003hz" or "60.001hz" as options. Setting the display to "60.001hz" brought it back and the hiccup on the system went away. However, unplugging the external monitor caused the display to revert back to "240.003hz" and turn off again.

At this point, I engaged Acer Support via the phone for help, and here's where things went bad to worse. The tech on the phone had me shut down the system and then hold the power button down for 15 seconds, then initiate a reboot, and enter the bios. Well, holding the power button down as directed apparently bricked the entire machine, no longer could I get it to even post, I'd get a blue power LED, and a quick flash of backlight, and a puff from the CPU fan and that's it, nothing more.

I returned the laptop to the retailer and ordered a new one, scheduled to arrive between now and January 5th 2023 (they told me this Friday in store, hope it's not any longer than that).

What I'd like to know is if anybody has seen this problem before? Is there a specific driver that is known to cause the issue and can be replaced with a correctly working one? Also, what does holding the power button down do, and why could it brick the machine?

Further, I mentioned above I was having wifi issues: I could connect to a network, but it wouldn't detect internet there, though it was intermittently working. The only network I got reliable access from was my phone's portable hotspot. This was a common issue with both the OEM Windows 11 Home installation and my Windows 10 Pro install. Anybody have any thoughts on that as well? I tried the drivers from Acer's support site and a package directly from Killer Networking (Intel?) as well, same results, connected to network, no internet.

Thanks!


[Edited the thread to add model name to the title]

Answers

  • StevenGen
    StevenGen ACE Posts: 12,508 Trailblazer

    Mainegrw why would you ever want to downgrade to Win-10 Pro when this laptop was designed for Win-11 as its specs are way above what Win-11 rquires? Also, you can get a free upgrade to Win-11 Pro with upgrading the 25-digit key from your Win-10 Pro 25-digit keys. By going into the Win-11 System >Activation >Upgrade your edition of windows >Change product key and also, there is a new version of Win-11 the 22H2 OS build 22621.608 that is better for your laptop than Win-10 Pro, as I’m telling you this from personal experience as I’ve used both Win-11 and 10 Pro and Win-11 is better for your laptops great specs of i7-12700H processor, RTX 3070ti GPU, 16GB RAM.

    When you get your new laptop “LEAVE IT ALONE” as and “IF IT AINT BROKE DON’T FIX ANYTHING”!

    Also, imo by doing what you have done to your old /new laptop, you have ruined and corrupted your new laptops OS, drivers with the wrong Win-10 Pro, graphics installation and God knows what else you have done?😀

    What you should have done is reinstall Win-11 or Win10 Pro (don't install Win-10 Pro) with a clean install, from the Win-11 installation iso USB and also make sure that you have the PH315-55s IRST (Intel® Rapid Storage Technology) Driver Version: 19.1.0.1001 on a separate USB, so that after you have completely formatted the boot drive you need to pre install this driver so that you can proceed with the “Clean Install” then finish the installation and make sure that all “Windows Updates” are up to date and install the Intel® Driver & Support Assistant and make sure that all Intel drivers are up to date and after all that and with the Nvidia drivers you also need to uninstall the previous drivers completely with the DUU software and install the NEW RTX-3070ti driver Version: 517.48 WHQL and do this Nvidia driver uninstall/reinstall OFFLINE (follow the DUU guide)  as that is how you do a successful installation of either Win-10 or 11 as there was nothing wrong with your NEW PH315-55-795C all that was wrong that you started trying to make it better😁 take care and hope this helps you out.

  • Jameswalter
    Jameswalter Member Posts: 71 Troubleshooter

    1) Go to Acer’s official website, hover your mouse over SUPPORT and click Drivers and Manuals.

    2) Under Identify your Acer Device section, type Predator G3-571, then Predator Helios 300 > Predator G3-571 will pop up as a prediction result, select on Predator Helios 300 > Predator G3-571.

    3) On the drivers page, make sure the right OS is selected, then browse the drivers list and choose the ones that need updating to download.

    4) Double click on the downloaded file and follow the on-screen wizard to finish the install.

    5) Restart your computer for the changes to take effect.

    6) If there is more than one driver that you want to update, repeat 4) – 5) until you have updated all the drivers.


    Regards,

    James

  • codylopez81
    codylopez81 Member Posts: 1 New User

    i know this is kinda old but i also had the same issue.. you can't update the intel display drivers.. also you can't let Windows Update it for you either. if this happens you will get a blank screen on restart, unless you plug it into a monitor or you had display output to your nvidia card beforehand.. to fix this issue you must install the intel graphics from your acer laptops drivers and download page.. i had to learn this the hard way and wiped my system thinking it was corrupt or something..

  • Laelzam
    Laelzam Member Posts: 1 New User

    Hello friend, what was the driver you downloaded? Or what page did you download it from and what version, I have already tried a thousand ways, I have Windows 11 and the model is that same ph315-55-795c