Acer Predator Helios 300 PH317-55-91AT Freezes

FortissimoNL

Bought a new Acer Predator Helios 300 PH317-55-91AT yesterday.

Had a few hours to play with it, but it freezes spontaniously.

Today I tried to fix the problem.

The problem seems to come from the touchpad. It occurs the most when scrolling (2 finger scroll), but it also happens with clicking (tap).

I've complete all Windows (11) updates. Didn't help.

I've installed the synaptics driver from the acer website. Didn't help.

I updated the BIOS to the latest version (1.14). Didn't help.

I updated NVIDIA drivers. Didn't help.

I thought it was a Google Chrome problem, disabled hardware accelleration. Didn't help.

This problem doesn't only happen in Chrome, but also in the start menu and Windows settings.

The keyboard backlight turns on when touched, but I get no reaction at all. CTRL-ALT-DEL, CTRL-SHIFT-ESC won't work The only solution is keeping the power button pressed down and shut the system down.

I've been using Linux (Fedora) for over 2 decades on my personal laptops, but have been using Windows on my business laptops and have admin knowledge. But I don't know how to fix this. I want to try Windows 11, but this doesn't give me any trustable results. But I think it must work, you people are using it too.

Help? (This is the second time I've typed this text. Had to reboot after a freeze.)

StevenGen

https://community.acer.com/en/discussion/677834/acer-predator-helios-300-ph317-55-91at-freezes

Seeing that your laptop is under Acer 12 months warranty, the touchpad is covered under this warranty and touchpad issues are very rare, as in 15 years of using Acer laptops, I've only had one touchpad issue in an Aspire 5750 10 year old laptop, which the only solution was to replace the touchpad. From what you are saying it seems that either the PH317-55s SYNAPTICS, NC.24611.04T Acer part#: 56.QB6N2.001 is faulty or its cable that connects the touchpad to the mobo is faulty or not connected properly, seeing you tried all the software resets and updates and the problem is still there, then consult Acer in your area and get your laptop looked at by Acer tech support, don't open the laptop of break any warranty seals, as it seems that its the actual touchpad/cable that needs replacing.

FortissimoNL

Today I've been using the laptop for a longer time without a crash.

Had run the battery calibration process without problems.

Run without the powercable connected.

Run with the cable connected. Everything worked fine.

And suddenly a freeze while I wasn't scrolling. I just moved the mouse.

Yesterday I had a BSOD 3 times (not directly after each other):

CLOCK_WATCHDOG_TIMEOUT

VIDEO_DXGKRNL_FATAL_ERROR

VIDEO_DXGKRNL_FATAL_ERROR

Does this still look like a faulty touchpad? I'll have to call support tomorrow then.

FortissimoNL

And that's it. I've got no mouse anymore.

Tomorrow I'm first calling the store and next Acer.

The store is out of stock, so lets see...

FortissimoNL

Found a USB-mouse and that one is working now.

The pointer doesn't respond on the touchpad.

It looks like StevenGen was spot on with his reaction.

FortissimoNL

This thread can be closed.

Went to the store, they wanted to check the laptop and BSOD.

Laptop is going back to Acer, a new one has been ordered (I probably bought the last one :o)