Issue with RAM Upgrade on Acer Laptop PH18-71

Zandy
Zandy Member Posts: 2 New User

Hi there guys.

I've recently purchased an Acer - Predator Helios 18 Gaming Laptop - 18" 1920 x 1200 IPS 165Hz – Intel i7-13700HX – GeForce RTX 4060 - 16GB DDR5 – 1TB SSD - Abyssal Black through bestbuy by the following link:

https://www.bestbuy.com/site/acer-predator-helios-18-gaming-laptop-18-1920-x-1200-ips-165hz-intel-i7-13700hx-geforce-rtx-4060-16gb-ddr5-1tb-ssd-abyssal-black/6536571.p?skuId=6536571

In addition, I acquired two 16GB 4800MHz DDR5 RAM modules, specifically the:

1- CORSAIR - Vengeance 16GB (1PK 16GB) 4800MHz DDR5 C40 SODIMM Laptop Memory - Black - Model: CMSX16GX5M1A4800C40

and

2- Kingston Fury Impact, 16GB, 4800MHz, DDR5, CL38, For Notebook - KF548S38IB-16

According to the specifications listed on the Best Buy website, the source of my purchase, it suggests that my notebook is indeed compatible with a RAM upgrade to 32GB, using two 16GB modules.

However, I have updated my BIOS to the latest version (1.15) from the Acer website, and I am unable to perform the RAM upgrade as per my purchase. When I connect the new RAM modules, the laptop does not boot up, as if it doesn't recognize the 16GB RAM modules, and it seems to have a security lock preventing initialization. There are no audible alerts during this process.

It's important to note that I followed all the technical instructions for the proper hardware replacement, including disconnecting the battery when changing the RAM modules.

Eventually, when I switch back to the original 2x 8GB RAM modules that came with the laptop, it operates normally.

I need to emphasize that expanding my RAM from 16 to 32GB is critical for the product's performance and the investment I've made. I've confirmed the compatibility, but I can't understand why it's not booting or recognizing the new memory. Is there any additional guidance or troubleshooting steps anyone can provide to help resolve this issue?

Support Assist proved unhelpful, with the agent clarifying that "This is out of our scope, because we do not handle information about upgrades." They've suggested creating a repair case and provided shipping instructions, but sending the machine for repair from my foreign residence is not a practical choice.

I'm now actively seeking remote technical support, hoping for guidance from a knowledgeable individual to address my issue. Any insights or suggestions on remote troubleshooting or support would be greatly appreciated as I navigate this predicament. Thank you in advance for your assistance."

Answers