Acer Predator Helios Neo 16 suddenly shut down while watching video & didn't turn back on.

keyemes
keyemes Member Posts: 1 New User
edited August 2024 in Predator Laptops

Hello, my 6-month-old Acer Predator Helios Neo 16 suddenly shut down while watching a video on YouTube and didn't turn back on. It doesn't respond at all, only the charging light is on when I plug it in. I pressed the power button for a long time, I pressed it for a short time but there was no response. I put it on charge since last night and tried it this morning, but it didn't turn on, I didn't put it on charge at all and tried it after 6-7 hours and it didn't work. It wasn't too hot when it shut down, all the drivers were up to date, it had a charge. I also uploaded the video. Has anyone had this problem before?

Answers

  • Puraw
    Puraw ACE, Member Posts: 15,503 Trailblazer

    I recommend bringing the laptop to Acer Services in your country where it will be fixed under warranty (free of charge).

  • Chandra_Prakashh
    Chandra_Prakashh Member Posts: 11

    Tinkerer

    Make sure to update the situation as it proceeds. what caused this issue and why it happened.

  • Hetjoshi
    Hetjoshi Member Posts: 3 New User

    what happened with you, I aam facing the same kinda issue but I don't have warranty so what did you do and how to solve this

  • Hetjoshi
    Hetjoshi Member Posts: 3 New User

    what happened with you, I am facing the same kinda issue but I don't have warranty so what did you do and how to solve this

  • StevenGen
    StevenGen ACE Posts: 13,367 Trailblazer
    edited March 2

    Seeing that your PHN16-xx is under warranty you need to send your laptop to Acer tech Support in your country. If you need your laptop and can’t wait 4 weeks to 8 weeks to get it back, I suggest that you do a Hard Reset as the laptops EC chip is freezing and you need to reset the laptop for this chip to reset properly. Also note, that a hard reset will not void your warranty, as its like upgrading ram and/or adding an additional M.2 drive to your laptop.

    Hard Reset - Remove the eleven (11) screws from the base cover, carefully pry up the base cover starting from the upper left and right sides to release the latches, continue releasing the remaining latches on all sides of the system. Then remove the base cover

    Disconnect the main battery cable from the MB plug, then disconnect the RTC/BIOS battery and then short the batteries + & - pins at the mainboard plug (the plug @ B below) to reset CMOS, and then take both ram modules out.

    Leave the laptop like that for at least 15min and then reconnect everything, with the 2x ram modules, only connect 1x ram module and alternate the two ram modules and see if its not the ram that is faulty and causing this boot faulty, as the laptop should turn on and boot properly and this should reset the laptop perfectly to work again. Good luck and hope this helps you out.

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