Frequent crashes and lag on Predator Helios Neo 16 (PHN16-71).

Aditya_N16
Aditya_N16 Member Posts: 3 New User
edited October 11 in Predator Laptops

Hello everyone, I've been experiencing lag issues and frequent crashes on my acer predator Helios neo 16 - intel i7 13 gen with RTX 4050 (PHN16-71).

On battery power- Sometimes just after startup the laptop would completely freeze and becomes unresponsive even after waiting for 10 minutes, ultimately the only fix is to completely shut down via the power button because nothing else works.

Another issue is frequent BSOD crashes I've been experiencing seemingly out of nowhere, the error is - VIDEO_MEMORY_MANAGEMENT_INTERNAL, it happens anytime even when the laptop is not under any load or stress and even when it is properly cooled.

The other issues is while gaming, i have frequent game crashes even while playing games, having crashed randomly anywhere from 1 minute to 30 minutes, completely ruining the experience.

By looking at the event viewer logs, i think the problem is related to the graphics card as the error is Device/Video8 GPUID:100 something like that.

Any help is much appreciated.

Event logs are at -

https://easyupload.io/6lryep

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

Answers

  • GAMING6698
    GAMING6698 ACE Posts: 7,972 Pathfinder

    Are you still under warranty?

    Try these-

    Monitor Temperatures: Use software to monitor CPU and GPU temperatures; overheating can lead to crashes.
    Reinstall Windows: If issues persist, a clean reinstall of Windows may resolve underlying software conflicts

    windows 10/11 optimization guide for gaming 
    Windows 10/11 optimization guide for gaming — Acer Community

    My AN515-43 laptop UserBenchmark-
    https://www.userbenchmark.com/UserRun/51514566
  • Aditya_N16
    Aditya_N16 Member Posts: 3 New User

    No, i am not under warranty right now but i am under extended warranty from a third party which i purchased with the laptop.

    About the temps i am pretty sure that they are under control, there seems to be no overheating.

  • Axxo
    Axxo Member, Ally Posts: 925

    Let us do the basic steps first. First of all, we need to find out whether it is a hardware or software issue. Here are some of the steps to speed up or increase the performance 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 nowIf it is still not working then we have to do a refresh and resetclick 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 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. 

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

  • Ranziken
    Ranziken Member Posts: 1 New User
    edited October 31

    Same here, I noticed crashes started sometime in March of this year but it only got worse after that, now I'm getting freezing, restarts, random black screens for a moment even when I'm not doing anything intensive. And yes, temps are fine, never went beyond 90°C. I even recently bought an IETS laptop cooler which cools my laptop down 10°C-20°C but still having issues. Ever since then, I've done all the troubleshooting I can.

    -Reseated and switched RAM slots

    -Tried each RAM one by one

    -Reseated the SSDs,

    -Used DDU

    -Installed older versions of Nvidia drivers

    -I've completely reinstalled Windows through local, cloud, and even through USB

    -Strictly let Windows Update download the necessary drivers after a reinstall

    I did all of these and I'm still having crashes. I've already voided my warranty after breaking the warranty sticker seal on the back to open, clean the fans, and reseat my RAMS. I can still mostly use the laptop, sometimes no crash for a day, sometimes multiple crashes in a few minutes

    EDIT: Most of the BSODs I'm getting are related to nvlddmkm.sys

    VIDEO_SCHEDULER_INTERNAL_ERROR

    VIDEO_MEMORY_MANAGEMENT_INTERNAL

    are the ones I usually see

  • eGomes
    eGomes Member Posts: 4,563 Guru

    It seems to be a problem caused by a fault in the GPU memory controller or VRAM.

    Don't waste your time and contact Acer's Technical Support to request the RMA, if your laptop is still under warranty.