Is there a fix for power plug falling out & often on a 5-day old Predator Helios 18 PH18-72-93VM?

I have a new Acer Predator Helios Neo 18 that I bought one month ago (June 2024) and when I first started using it there were no issues with the power plug which seemed to fit snug in the power port. After about 5 days, with the computer on my lap on a tray, the power plug would just fall out with just the slightest movement of the laptop.

Ever since then it continues to fall out easily and often. As a temporary solution I have used a zip tie to secure the cord to the tray that I use when I have the computer on my lap, but I shouldn't need to do that.

I am using the factory provided 330W power supply with the 5.5mm x 1.7mm plug that is molded onto the cord. It worked fine for a few days. I have been very gentle with the whole system.

Anyone else having this issue? Is there a fix?

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

Accepted answers

StevenGen

https://community.acer.com/en/discussion/comment/1287536#Comment_1287536

Your Predator PH18-72 laptops either has a faulty DC_IN port or its adapter barrel plug is faulty, if the PH18-72 adapter plug comes out of the DC_IN port like you are describing, it can be a cause of the DC_IN port has a faulty interior clip that this clip should keep the barrel plug snug inside the port. Seeing that your laptop is new, I would recommend that you send the laptop and adapter to Acer Tech Support in your country and get them to fix either the DC_IN port or change your adapter charger to another one of the adapters below, as it must be faulty as the oem adapter plug should fit tightly into the port without it coming lose. Good luck and hope this helps you out.

Note: that securing clip holding the adapter cable onto the desk and its proximity to the laptop DC_IN port, can cause the port to be damaged whenever the laptop moves as the adapter barrel plug at the laptop is fixed and the moveent of the laptop can damage the laptops DC_IN internal clip of the port, so be aware of that.

Predator PH18-72 adapter chargers:

DC_IN Jack needs to be checked and changed if faulty

If this answers your question and solved your query please "Click on Yes" or "Click on Like" if you find my answer useful👍

All comments

Alejandro_AC

Hi @Jagreedo please indicate the exact model of the equipment.
Make sure that the connector fits completely, that is, the plastic end should be glued to the equipment and the metal part of the 5.5 connector should not protrude, but if the connector is correctly inserted, you should contact the seller or secondly, the Acer warranty services to determine the problem.
It is strange that this happens, as I mentioned, it is possible that it is not inserted correctly, but if it is not the problem, it is that it has clearance and there is no internal pressure.

All the best.

FrEaZeR

It is kinda time consuming but you should send it back and get another one . Since you`ve been very gentle , are you sure you connected it properly ? i mean it has to go all the way in . (first part going in easily and after that you need to push bit harder untill it makes a "bump" sound and that's it never comes out)

Jagreedo

Yes, it had a nice snug feel the first few days, almost like it snapped in place, but then after 5 days I was using it and the plug just fell out while it was in my lap. After that, no more snug feel. Yes, I have been plugging it in all the way and double checked when it started getting loose. I've been seeing others post with the same issue, so wondering if they have a solution. One person said they sent theirs in and had the jack replaced, but developed the same issue a few weeks later. Here is a photo of my work-around. I always use a lap table with a cushion and it has a USB port for a tiny desk lamp to plug in, but I never use the lamp. I cut a USB-A plug off an old cord, the drilled 2 tiny holes in it to accommodate a small zip tie.

The computer model is PH18-72-93VM and power supply is LiteOn Model PA-1331-99 and came with the computer in a factory sealed box. I've been plugging power supply plugs into computer jacks since the 1980s, so I feel confident that I have been inserting it fully and correctly. It never got yanked sideways or anything like that, which is sort of what I would envision as a likely cause for this condition.

FrEaZeR

https://community.acer.com/en/discussion/comment/1287536#Comment_1287536

I was thinking maybe you weren`t inserting it fully and was falling out 😂 . Mine didn't broke yet but i`m not plugging/unplugging it very often(unless i clean it) since i always keep it on the desk above a cooler . Probably the "clams"(or whatever is holding the cable) inside are getting too loose or breaks . You could buy a "mini extender" which you`ll always keep it plugged and connect it through that , but first you need to fix it .

StevenGen

https://community.acer.com/en/discussion/comment/1287536#Comment_1287536

Your Predator PH18-72 laptops either has a faulty DC_IN port or its adapter barrel plug is faulty, if the PH18-72 adapter plug comes out of the DC_IN port like you are describing, it can be a cause of the DC_IN port has a faulty interior clip that this clip should keep the barrel plug snug inside the port. Seeing that your laptop is new, I would recommend that you send the laptop and adapter to Acer Tech Support in your country and get them to fix either the DC_IN port or change your adapter charger to another one of the adapters below, as it must be faulty as the oem adapter plug should fit tightly into the port without it coming lose. Good luck and hope this helps you out.

Note: that securing clip holding the adapter cable onto the desk and its proximity to the laptop DC_IN port, can cause the port to be damaged whenever the laptop moves as the adapter barrel plug at the laptop is fixed and the moveent of the laptop can damage the laptops DC_IN internal clip of the port, so be aware of that.

Predator PH18-72 adapter chargers:

DC_IN Jack needs to be checked and changed if faulty

If this answers your question and solved your query please "Click on Yes" or "Click on Like" if you find my answer useful👍

Jagreedo

Thank you everyone for your responses. I have taken a closer look into the power jack (DC_IN Port) and I can see the round cage that StevenGen mentioned. It is indeed, split, and no longer a complete tube-shaped cage. I loathe the thought of shipping this new unit off for repairs now that I have all my software and accounts loaded onto it. Many of my software items require unloading from one computer to authorize loading onto another. What a PITA.

I will call support to see what my options are. I wish I could take it to a local authorized repair shop, but not sure those even exist these days. Thanks again. StevenGen, your answer was the most useful with your description of the internal "cage" that holds the power plug firmly in place.

I suspect this problem is not uncommon to this computer model. Seems like a fragile design that is easily broken. I wonder if they have a stronger replacement.

StevenGen, in response to your cautionary note, I understand. This thing is so heavy that with the rubber gripper strips on the bottom of the computer, it doesn't budge, especially with the edge shoved up against the wrist pad on my lap desk.

StevenGen

https://community.acer.com/en/discussion/comment/1287610#Comment_1287610

This laptops DC_IN port does not break like in your case, you must have been unlucky to get a bad port as its never ever happened to me and what you say that "I suspect this problem is not uncommon to this computer model. Seems like a fragile design that is easily broken. I wonder if they have a stronger replacement" very rarely happens, you were just unlucky. Good luck and hope you sort this out and I'm glad to have helped you out somehow.

If this answers your question and solved your query please "Click on Yes" or "Click on Like" if you find my answer useful👍

Jagreedo

StevenGen, thanks for your comments. I am hopeful that you are correct about this being just an unlucky occurrence for me. Do you have access to data about the number of port failures regarding this model? My suspicion about this being a fragile design was only after reading several anecdotal reports by others with the same issue on other Predator Helios models, mostly the 300. Not sure if that uses the same DC_IN port or similar design. Anyway, not trying to slam Acer, but occasionally design weaknesses become apparent with time and sometimes there are improved parts to remedy known issues. An issue cannot become known unless people share their experiences. Sorry if you felt my comment was unwarranted.

So far, otherwise, I love this new laptop, but waiting to do a formal review on Amazon until I resolve this power jack issue. The Acer support page seems to run me in circles when I try to locate a service center near me. No listing of authorized service centers seems to exist, but I will keep trying.

StevenGen

https://community.acer.com/en/discussion/comment/1288006#Comment_1288006

Yes, and unfortunately these ports also fail with their soldering pins that come lose which is a quality control issue. Hope you can sort it out as the Predator Helios 18 PH18-72-93VM is a great gaming laptop and probably Acer best big laptop that they have ever made.

If this answers your question and solved your query please "Click on Yes" or "Click on Like" if you find my answer useful👍

Diagro

I'd ask the customer service agent you use, if you can remove the hard drive prior to sending it in for repair.
(easy to do, several screws and a pry tool)
Or Purchase a second drive, clone yours to it and then you don't need to worry about installs and the such.

MJPickens

https://community.acer.com/en/discussion/709453/is-there-a-fix-for-power-plug-falling-out-often-on-a-5-day-old-predator-helios-18-ph18-72-93vm

I am experiencing the same thing. It seems to be more of a common issue than a happenstance.

MikeRenshaw

I'm another Helios 18 owner here reporting the same issue. This thread has been so helpful, at least understanding the problem and whether or not this was expected. I thought it might have been by design (i.e. designed to come out very easily in case someone trips on the cord.) The cord does not stay in place: it's very loose and comes out with the slightest movement.

It's really frustrating because the laptop is otherwise great (it's been awesome for gaming), and it would be a real pain in the **** to ship off to repair this minor issue.

Jagreedo

After seeing MikeRenshaw's comment that he, too, was experiencing the loose power port problem, I thought I would share my final resolution to my similar experience.

I really love the computer and its beautiful display, but I found I could not live with the cord falling out all the time. I contacted customer support within 30 days of my original purchase and asked if there was a local service center somewhere in northern California where I could take it for warranty repair and they told me I would need to ship it off to Texas and it could take a few weeks. Since I purchased it on Amazon, I was able to return it for a refund. I considered buying another one, but not ready to take the chance again yet on such an expensive laptop.

If anyone hears of a newer model with an upgraded power port, please share it. Thanks to all who commented about this matter. I appreciate it.

StevenGen

https://community.acer.com/en/discussion/comment/1323798#Comment_1323798

That is very unfortunate to read Jagreedo as very few Acer PH18-72 laptops are like yours, as I’m sure that if you would have swapped this laptop for another, this problem would have not been the same, as the PH18-72 is a great 18” laptops and right up there with the best high end laptops on the market.

Your complaint is the first I've come across with this DC_IN port being lose for a new laptop and not making a connection to charge the battery, in my 18 years of using Acer laptops and 6 years of being on the Acer community forum I’ve only come across this problem with like 5 years or older laptops that have this sort of a problem and they have been used in a mobile environment that their adapter was used to charge the battery often. Anyway good luck with your new laptop that you chose.

If this answers your question and solved your query please "Click on Yes" or "Click on Like" if you find my answer useful👍

MikeRenshaw

I've really appreciated all of the great information thread, so I thought I would update on my case. I just spoke to Acer and I'm sending in the laptop to be repaired. I purchased it in November 2024, so still well within the warranty period.

I was considering putting up with it because the inconvenience of shipping it off for 2-3 weeks is probably greater than the inconvenience of the loose connection. I had also considered simply ordering the $25 power connector part of Ebay and replacing it myself, but I didn't want to chance voiding the warranty.

After reading this thread, I looked to see if the cage on the connector was broken. Sure enough, on close inspection, you can see that it is split. But what's really worrisome is that you can see some melting around connector. (See attached photo.) I hadn't noticed that before.

I'm willing to give Acer the benefit of the doubt here, assuming the return and repair process is smooth and timely. With the number of laptops that Acer makes, even a 0.01% failure rate could lead to two random people on the Internet reporting the same issue and making it seem more common than it is. Only Acer knows how common this issue is. Other than this issue, I've been really happy with the laptop. Awesome performance for the money.

MikeRenshaw

To finish up my story, I did get the computer back. I took it into the local FedEx office on February 15th. I received it back on March 1st, exactly two weeks later. Overall, I thought it was good service: it was a fairly quick turnaround, they replaced the broken connector (it definitely makes a difference in helping the cord stay in place), they had good updates throughout the process, and they also replaced the back panel that had some melt as shown in my picture above. It was also nice to get the same computer back so that I didn't have to re-install everything.

Downsides: I ended paying about $30 for packing material at FedEx. I wanted to keep the original box, which is preferable if I ever move and/or want to sell it, and they warned that they couldn't guarantee that they would be able to send it back. I probably could've done that more cheaply, but it was inconvenient to have to go buy packing materials. I feel like they should cover that too.

And the laptop came back with a piece chipped out of the corner of the metal chassis surrounding the screen. The Acer repair notes make it sound like that's the way they received, but I'm positive it was not like that when I dropped it off at FedEx. I don't want to spend 2 hours on the phone trying to get one of those companies to accept liability, and I definitely don't want to have to send it off for another two weeks for a cosmetic repair, so I guess I'll simply have to live with it.

Alejandro_AC

Thank you for your comments @MikeRenshaw .

LaHickey777

I had a Nitro that the motherboard got messed up on and sent it in and they replaced it with the predator 18 because they could not fix the other one. It was a great update except for I'm having problems with the port as well. And it does not work without the battery in it. Will be sending off to Acer soon to get it fixed, ugh!

RiverTimi

I have the same DC power in jack (loose/cable falling out) problem with my Predator PH18-71. Unfortunately, I believe I'm past the warranty period. It started soon after I purchased the laptop, but I thought it was just the nature of the jack itself. I'll check with Acer and Best Buy and get back to the forum with the results.

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