Laptop helios neo 16 windows crash suddenly when using and restart black screen.

Nizamneo
Nizamneo Member Posts: 1 New User

Hello, I in need of assistants for my new laptop i just bought and it got some problems in it. 1st problem is when using my windows crash suddenly. 2nd problem is when i restart my laptop all boot up the RGB the fan sound but the screen is black I dont know why that happens. Can anyone please help me sort this out please?

Answers

  • brummyfan2
    brummyfan2 ACE Posts: 28,673 Trailblazer

    Hi,

    Switch off the laptop, disconnect AC adapter, press power button for 12 Seconds, leave the laptop to rest for 15 minutes, reconnect AC adapter and fully charge the battery(make sure the battery light is solid blue) before trying to use the laptop.

  • Puraw
    Puraw ACE, Member Posts: 14,554 Trailblazer
    edited May 2023

    After booting toggle your F5/F6 keys at the top row of your laptop that control the screen, if that does nothing. Connect an external monitor to your HDMI port and then toggle F5/F6 to see if your laptop works OK with a 2nd screen.

    Boot to BIOS by toggling the F2 key right after you press the Power Button, if you see the Bios screen OK there is corruption with your GPU driver. Continue with the monitor if that works; reboot normally, press Windows key+R and type Configsys, navigate to the Boot tab and check the Base Video box (2nd row), exit and reboot, check if the laptop screen is working now (with the MS display driver). If that works you need to uninstall all your display drivers (Intel + NVIDIA or only NIVIDIA). First start Windows and remove the Base Video check mark in MSCONFIG (Windows key+R). Reboot in Safe and uninstall all your GPU drivers with DDU, Reboot and you should be OK. Download DDU freeware here:

    https://www.wagnardsoft.com/display-driver-uninstaller-ddu-

    If none of the above methods worked, you can try to boot with a bootable USB Recovery drive: if you did not make one borrow a USB recovery drive from someone running W11. Insert the flash drive in the correct USB port (if the USB 3.01 drive was made in a USB 3.0 port it won't work in a USB 2.0 port) boot to BIOS and check on the second last page Boot Devices if you see a USB drive on the list, move USB to the top with F5/F6, save on exit and reboot.

    This should get you the Blue Screen Troubleshoot, if don't see this Blue Screen you cannot do anything anymore. Bring the laptop to the retailer or send it to Acer Services in your country.