Predator Helios Neo 16 Plugging Steelseries Arctis 5 crashes Windows Audio service.

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sirmigsho
sirmigsho Member Posts: 5

Tinkerer

edited March 20 in Predator Laptops

Hi!

I have an Acer Predator Helios Neo 16 with Windows 11 and a Steelseries Arctis 5 headset. When I plug the USB of the headset into my laptop, the Windows Audio service stops altogether. I've downloaded the drivers required from Steelseries' GG software. I updated my Windows to version 23H2. I've also downloaded audio drivers from Acer's official site to no avail. When I unplug the Arctis 5 headset, Windows Audio service runs normally again.

Any ideas?

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

Answers

  • JackE
    JackE ACE Posts: 44,592 Trailblazer
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    With Arctis unplugged, shutdown Windows normally. Then plug Arctis in while laptop is off. Then turn laptop back on. After Windows has booted, open Device Manager. Post a screenshot as it opens without manually expanding any Device Manager folders.

    Jack E/NJ

  • sirmigsho
    sirmigsho Member Posts: 5

    Tinkerer

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    I did as what you've instructed and here's the screenshot. It seems normal.

  • Crite
    Crite Member Posts: 2 New User
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    Hello. I have steelseries arctis pro and have ran into same issue today after plugging in my headset on my new Acer Nitro 5. When I plug my headphones in it just crashes windows audio. There are 2 new devices that pop up when I plug my headphones in: steelseries arctis pro game and steelseries arctis pro chat. If I disable steelseries arctis pro chat, when I boot Windows Audio it works, but not vice versa. Do you have a solution on why steelseries arctis pro chat device is crashing Windows Audio? Cheers

  • JackE
    JackE ACE Posts: 44,592 Trailblazer
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    > >I did as what you've instructed and here's the screenshot. It seems normal. > >

    Please manually expand the two Device Manager audio folders and post screenshot.

    Then shut machine off normally. Unplug Arctis. Turn machine on again without Arctis. Post screenshot of Device Manager again as it opens without manually expanding any folders.

    Jack E/NJ

  • sirmigsho
    sirmigsho Member Posts: 5

    Tinkerer

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    Here it is expanded.

    After restarting.

  • JackE
    JackE ACE Posts: 44,592 Trailblazer
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    Does manually expanding the audio folders without Arctis plugged in look the same as plugged in?

    Jack E/NJ

  • Crite
    Crite Member Posts: 2 New User
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    Downloaded the audio driver from the site, fixed itself.

  • JackE
    JackE ACE Posts: 44,592 Trailblazer
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    https://community.acer.com/en/profile/sirmigsho said > >I've downloaded the drivers required from Steelseries' GG software. > >

    https://community.acer.com/en/profile/Crite > > Downloaded the audio driver from the site, fixed itself.> >

    Are we on the same download site?

    Jack E/NJ

  • sirmigsho
    sirmigsho Member Posts: 5

    Tinkerer

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    This is how it looks like plugged in.

    This is after unplugging.

  • JackE
    JackE ACE Posts: 44,592 Trailblazer
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    OK. Let's go back. With Arctis UNplugged, shutdown Windows normally. Then plug Arctis in while laptop is off.

    Then turn laptop back on. After Windows has booted, open Device Manager. If no red or yellow warnings are displayed, test the audio again for crashing while Arctis is plugged in.

    r

    Jack E/NJ

  • sirmigsho
    sirmigsho Member Posts: 5

    Tinkerer

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    There were no red/yellow warning displayed. However, I noticed that there were multiple instances of Headphones (Arctis 5 Game). Could this be the culprit?

  • JackE
    JackE ACE Posts: 44,592 Trailblazer
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    Post a screenshot of what you're seeing if possible.

    Jack E/NJ