Helios Neo 16 Having problems with freezing and PredatorSense

Hey all, I've been having some issues pretty much since I received my Helios Neo 16 a few months ago. I've been trying different things in the meantime to solve or narrow down the issues, but I'm at a loss.

Issue #1: Random freezing/crashes. Usually when I'm playing a game. It can happen upwards of 3 times in a few hours. The entire unit just freezes, no BSOD or automatic reboot. I have to hard restart the machine.

Issue #2: PredatorSense a majority of the time just doesn't respond or seem connected. If I change a setting, it won't take. Like if I change fan speeds, nothing happens until I force close the program and restart it a couple of times.

I've tried re-installing predatorsense, I've upgraded memory (this happened before the upgrade as well), all drivers are up to date, my fans are constantly at full blast to control the heat as well as a fan underneath the laptop. I've had it in performance mode as well as balanced when these issues arise.

Other than returning it for them to check for hardware issues, I'm at a loss. I've also tried to use Acer's technical help links but they just lead me back to the main site, so I'm hoping to find some help here.

Thanks for your time!

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

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JackE

> my fans are constantly at full blast to control the heat> >

How hot? Does CPU stay under ~92°C; GPU ~86°C?

.

William_mk2

@jhug87

Here are some of the steps to speed up your computer.

Try windows + r - on the run window - type msconfig - click ok
click on services
check - hide all microsoft services
click on disable all
click on startup
disable all the startup items
click on apply - ok - restart the computer. Loading process will be very fast now..

Note: You can always enable the services and startup items later or set it to normal startup from selective startup later on the General tab

Try windows + r - on the run window - type appwiz.cpl - click ok
it will show you the list of programs
remove all the unwanted third party programs.
Please don’t remove any drivers.
If you are not sure , please don’t remove it.

Try windows + r - on the run window type temp - click ok - it will show you the bunch of files - try ctrl + a - select all files - press the shift key and click on delete files

Try windows + r - on the run window type %temp% - click ok - It will show you the bunch of files - try ctrl + a - select all files - press the shift key and click on delete files

If you are not able to remove some files - click on skip and then click click on continue..

Try windows + r - on the run window - type cleanmgr - click ok
click on all the boxes except recycle bin and thumnail
Delete the items which are checked

Try windows x - on the menu - chose command prompt admin or power shell admin
click on yes
on the blue or black window type sfc /scannow
It will be running till 100 %

Try to do a chrome reset
open chrome
click on three dots on top right corner
click on settings
Scroll down - go to advanced
click on restore setting to default
you will see reset settings - cancel
click on reset settings
Open chrome
it will work faster now

If it is still not working then we have to do a refresh and reset

click on start - settings - update and security - recovery - reset this pc - get started

or

on start - type here to search - type reset this pc - click on reset this pc on the top - click on get started

or

Try windows + r using keyboard
on run window - type systemreset

It will show you keep my files and remove everything
chose keep my files
chose the account - type the password - click on local reinstall - click on reset
It will be in progress..
login to computer and start using the computer.
If it is still not working

click on start - settings - update and security - recovery - reset this pc - get started
chose remove everything
click on local reinstall - just remove my files - click on reset
It will be in progress

Note:

If you do refresh ( keep my files ) - all your personal files like pictures, music , documents , videos will still be intact. Only the applications will be lost

If you do reset ( remove everything ) - you are doing a factory default. It will become like a day one computer. It will wipe out everything and take your computer to day one like a new computer.

You can also do the recovery in an alternative way..

There are two alt keys on the keyboard. If you look at the bottom row of keyboard you can see the one on the left side of space bar and the other on the right side of space bar. The alt key on the right side will be looking like alt, alt gr or alt car. Turn off the computer. Hold the alt key on the left and tap f10 continuously. It will go to repair mode. It will show you chose an option, continue, troubleshoot. If it is not going to repair mode, turn off the computer. Turn on the computer. Hold the right alt key ( alt gr or alt car or alt ) and then tap f10 continuously. It will go to chose an option continue and troubleshoot..

It will show you chose an option, continue, troubleshoot
Go to troubleshoot - click on reset this pc
click on keep my files ( only applications will be lost ) chose your account and type your password - click on local reinstall - click on reset
It will be in progress

If the keep my files option is not working

Go to troubleshoot - click on reset this pc – click on remove everything – click on local reinstall – just remove my files – click on reset
It will reinstall windows.

If the just remove my files is not working..

Go to troubleshoot - click on reset this pc – click on remove everything – click on local reinstall – Fully clean the drive – click on reset
It will reinstall windows.

Note: You can also go to chose an option , continue , troubleshoot by holding the alt key + tapping f10 or alt gr + tapping f10 on the keyboard while turning on the computer. Once you see the troubleshoot option, you can stop tapping the f10 and stop holding the alt key. Then you can try the keep my files and remove everything ( just remove by files and fully clean the drive ) by following the steps which was mentioned above.

jhug87

https://community.acer.com/en/discussion/comment/1243598#Comment_1243598

When I can get PredatorSense to work, I'm showing around 70c while playing, and I've seen it in the 80c range as well. I can't tell what the temperatures are at the times of the crashes because of the fact I have to hard restart.

jhug87

https://community.acer.com/en/discussion/comment/1243526#Comment_1243526

Unfortunately I don't believe this is a situation where I need to "speed up" my computer. I appreciate the info though

JackE

It can happen upwards of 3 times in a few hours.
When I can get PredatorSense to work, I'm showing around 70c while
playing, and I've seen it in the 80c range as well. I can't tell what
the temperatures are at the times of the crashes because of the fact I
have to hard restart.

Do you have any 3rd party m al ware scanners running in the background? If so, uninstall them, not just disable them. Micro s oft's defender & MRT are quite adequate for most users.

To eliminate hi temps as a possible cause, PredatorSense must be monitored more frequently while game playing so as to try to catch temps as closely to the freezes as possible.

jhug87

https://community.acer.com/en/discussion/comment/1244104#Comment_1244104

Temps are my leading theory right now. PredatorSense I've reinstalled, it's up to date, and all other drivers and Windows also up to date

https://community.acer.com/en/discussion/comment/1244103#Comment_1244103

I used to have Avast, but it gave me some other issues so I got rid of it. I'm now on Windows Defender. I will try to monitor the temps more closely before crashes - however if it IS temps, how do I even fix that? I have fans at max, another fan underneath, and I'm not even overclocking

JackE

> I'm showing around 70c while playing, and I've seen it in the 80c range as well.
> if it IS temps, how do I even fix that?

Not sure yet. Heat transfer from CPU/GPU to fan compartments seems to be by sealed-tube coolant, not air. However, you likely would've already seen temps higher than 70-80°C with a coolant leak. So I doubt a leak. Is the machine sitting on a hard surface, possibly raised a bit, to promote better airflow in to & out of the case vents to the fans?

jhug87

https://community.acer.com/en/discussion/comment/1244149#Comment_1244149

Currently the laptop sits on top of an aftermarket fan, which is a mesh platform with 3 fans in it that helps with heat distribution

JackE

Can you feel fan EXHAUST air blowing OUT from any of the vents on the bottom of the laptop?

If yes, do NOT use an aftermarket cooler because it's reverse upward airflow is blocking exhaust airflow and thus reducing total airflow in to and out from the heatsinks inside the case.

jhug87

https://community.acer.com/en/discussion/comment/1244288#Comment_1244288

The exhaust seems to be coming out of the vents in the rear of the laptop on this model

JackE

OK. Sounds good. If bottom vents seem to all feel like intakes, then cooler should help promote better airflow in and out of the case.

jhug87

https://community.acer.com/en/discussion/comment/1244291#Comment_1244291

What's my next step besides returning it to Acer for a hardware check?

JackE

If it's still randomly freezing at or near what seems to be CPU under 92° & GPU under 86°C, then an ALT+F10 cold boot factory reset should probably be tried.

jhug87

https://community.acer.com/en/discussion/comment/1244299#Comment_1244299

I'm leaning towards it being a heating issue honestly. I'm trying to keep a continuous monitor but the PredatorSense keeps freezing up on me after some time -_-

JackE

OK. Pick & run one of these processor stress test packages on this link.

The first four seem to be most popular with users on these forums.

See if you can duplicate the freezing and get a better idea of possible relationship to processor temps without relying on PredatorSense.

PS: Maybe do the stress test without the cooler. Shouldn't be needed anyway. Just raise the laptop a bit above a hard surface without blocking any of the vents should be all that's needed.

jhug87

https://community.acer.com/en/discussion/comment/1244306#Comment_1244306

I ran the test without the cooler on, and it crashed 44 seconds into the test 🤔Attached is the overview of some temps

JackE

Only 44 seconds!? OK. Now use and try to keep a close eye on CoreTemp hardware monitor from the same link at the same time you re-run the CPU stress test. Battery should be fully-charged and plugged in before running the stress test.

jhug87

https://community.acer.com/en/discussion/comment/1244473#Comment_1244473

24 seconds this time

JackE

>> received my Helios Neo 16 a few months ago >>>

OK. If half the cores seem to be at or near 90° while still running, they're probably substantially exceeding these temps at the moment of freezing. Since the other half seem OK, I'm gonna guess the thermal conductivity paste/pad between the CPU & its heatsink has significant voids. Should be re-done along with the GPU.

If it was mine, I'd first ask the seller if you could simply exchange it under their return defective merchandise authorization policy. If not, arrange for warranty repair service. Be specific on the results of the stress test. Freezing in less than a minute under full load is abnormal for a new machine.

jhug87

https://community.acer.com/en/discussion/comment/1244502#Comment_1244502

Thanks JackE. Much appreciate you sticking it out to help me figure this out. I'll reach out and see my options

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