Predator Helios PH18-71 - PredatorSense. user accout notification going in loop

PaulT64
PaulT64 Member Posts: 20 Networker
edited May 18 in Predator Laptops

PredatorSense has upgraded itself but has not completed it and tells me to click Yes when the User Account Control notification appears. I click that, then it says the update isn't complete and I need to click the PredatorSense icon, then click on Yes, when the User Account Control notification appears. So I am in a continuous loop.

Acer's support are telling me that when this happens, I have to reset my laptop back to factory settings and reinstall all of my software again. This gets around the issue until PredatorSense realises that there is a newer version available and it tries to upgrade itself, then I am back to square one again with a partially installed piece of software. Acer have now told me I have to do this twice in the last 2 weeks but there is no way I am resetting my laptop back to factory settings and reinstalling all of my software every 2 weeks, because of issues with their software/hardware.

This laptop is not even 2 months old.

Can anyone make any other recommendations on how this can be resolved?

[Edited the thread to add issue detail]

Answers

  • Alejandro_AC
    Alejandro_AC ACE Posts: 13,317 Trailblazer

    Hi @PaulT64 can you tell me the version of Predator Sense installed?
    This is the latest version available on the download page.

    image.png

    https://www.acer.com/us-en/support/product-support/PH18-71/downloads?suggest=PH18-71;0

    NOTE: Avoid completely uninstalling Predator Sense, always reinstall for this type of problem on top of the current version.

    All the best.

    • Haga clic en "Me gusta" si mi respuesta fue útil o márquela como solución si se resolvió, ¡gracias!
      • Colaborador pro bono, no trabajo ni hablo en nombre de Acer
    • Please click "Like" if my answer was helpful or mark it as solution if it was solved, thanks!
      • Pro bono contributor, I do not work or speak on behalf of Acer
    • MVP de MSFT (2003-21) & Windows Insider & X (alezmvp)
  • PaulT64
    PaulT64 Member Posts: 20 Networker
    edited May 18

    Hello @Alejandro_AC 4.1.585 was installed on the laptop when I bought it and it has been trying to upgrade itself to 4.1.635. If I completely remove 4.1.585 and try a fresh install of 4.1.635, then it installs correctly, but it still thinks that there is a newer version available

    image.png

  • Alejandro_AC
    Alejandro_AC ACE Posts: 13,317 Trailblazer

    The problem is that the application should not be uninstalled because it is integrated into the Windows installation, for this reason, if the application is uninstalled, to restore its functions to 100% it is necessary to apply a recovery.
    Try uninstalling again then but before restarting to install the new version, look for and delete the folder where it is installed, you will have to look for it with the magnifying glass, I'm sorry, but I don't know where it is located exactly on your computer.
    Once removed, reboot and install the new version.
    Please comment on the results.

    All the best.

    • Haga clic en "Me gusta" si mi respuesta fue útil o márquela como solución si se resolvió, ¡gracias!
      • Colaborador pro bono, no trabajo ni hablo en nombre de Acer
    • Please click "Like" if my answer was helpful or mark it as solution if it was solved, thanks!
      • Pro bono contributor, I do not work or speak on behalf of Acer
    • MVP de MSFT (2003-21) & Windows Insider & X (alezmvp)
  • PaulT64
    PaulT64 Member Posts: 20 Networker

    Hello @Alejandro_AC If I install the new version, then it still thinks that there is a newer version in the microsoft store and it tries to upgrade itself to that and I am back to square one again

  • Alejandro_AC
    Alejandro_AC ACE Posts: 13,317 Trailblazer

    Does this happen even if the folder is deleted?
    Look to see if there are two similar folders, one created by the installation of the application when it is downloaded from Acer and a different one, when it is the Microsoft store that installs it, in reality they are two different installations.
    If this is the case, uninstall both the App from the store and the application from the control panel - programs and features.

    All the best.

    • Haga clic en "Me gusta" si mi respuesta fue útil o márquela como solución si se resolvió, ¡gracias!
      • Colaborador pro bono, no trabajo ni hablo en nombre de Acer
    • Please click "Like" if my answer was helpful or mark it as solution if it was solved, thanks!
      • Pro bono contributor, I do not work or speak on behalf of Acer
    • MVP de MSFT (2003-21) & Windows Insider & X (alezmvp)
  • PaulT64
    PaulT64 Member Posts: 20 Networker

    There was a PredatorSense folder in C:\Program Files, so after I uninstalled, I deleted that folder. There was also a PredatorSense Installer app which I uninstalled through control panel. I then install the latest version and I get the following when I run PredatorSense…

    image.png

  • Alejandro_AC
    Alejandro_AC ACE Posts: 13,317 Trailblazer
    edited May 19

    Do I download the application from Acer?

    https://www.acer.com/us-en/support/product-support/Predator_PH18-71/downloads?suggest=PH18-71;1

    All the best.

    • Haga clic en "Me gusta" si mi respuesta fue útil o márquela como solución si se resolvió, ¡gracias!
      • Colaborador pro bono, no trabajo ni hablo en nombre de Acer
    • Please click "Like" if my answer was helpful or mark it as solution if it was solved, thanks!
      • Pro bono contributor, I do not work or speak on behalf of Acer
    • MVP de MSFT (2003-21) & Windows Insider & X (alezmvp)
  • PaulT64
    PaulT64 Member Posts: 20 Networker

    I downloaded it from here (the UK site)…

    image.png

  • Alejandro_AC
    Alejandro_AC ACE Posts: 13,317 Trailblazer

    No problem, it is the same application and version that you have on the US page.
    I don't know what the problem is, did the application install without problems?

    All the best.

    • Haga clic en "Me gusta" si mi respuesta fue útil o márquela como solución si se resolvió, ¡gracias!
      • Colaborador pro bono, no trabajo ni hablo en nombre de Acer
    • Please click "Like" if my answer was helpful or mark it as solution if it was solved, thanks!
      • Pro bono contributor, I do not work or speak on behalf of Acer
    • MVP de MSFT (2003-21) & Windows Insider & X (alezmvp)
  • PaulT64
    PaulT64 Member Posts: 20 Networker

    Hello @Alejandro_AC, Yes the application installed without any errors or issues

  • Alejandro_AC
    Alejandro_AC ACE Posts: 13,317 Trailblazer

    Do you still get the same thing from the screenshots you posted?
    Have you used any registry cleaning application like "Cleaner"?

    All the best.

    • Haga clic en "Me gusta" si mi respuesta fue útil o márquela como solución si se resolvió, ¡gracias!
      • Colaborador pro bono, no trabajo ni hablo en nombre de Acer
    • Please click "Like" if my answer was helpful or mark it as solution if it was solved, thanks!
      • Pro bono contributor, I do not work or speak on behalf of Acer
    • MVP de MSFT (2003-21) & Windows Insider & X (alezmvp)

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