Acer Predator PH16-71 - Won't start up unless connected to mains power, the battery is 80% charged.

Hi,

New here. Very recently purchased a brand new PH16-71 and loving it…but. I've noticed that unless the laptop is connected to mains power it will not start from an off state (i.e. fully shut down).

The battery is 80% charged and once the unit is powered up I can disconnect mains so I know the battery is good.

I've searched the forums and come up with a couple of suggestions but none seem to help. I'd like some confidence that this is "correct behavior" as I'm travelling to Europe with the laptop shortly and although I've got an extended 4-year warranty I need to know its working.

Thanks

Steve

[Edited the topic title to include the topic issue.]

Accepted answers

AnhEZ28

@StevieK

Connected Standby is the new sleep mode that helps the laptop stay connected to the network when the lid is closed. This feature is mostly on the ultrabook or laptop with low power usage CPU. This model does not support Connected Standby, but you don't have to worry about it.

All comments

Puraw

https://community.acer.com/en/discussion/716712/acer-predator-ph16-71-wont-start-up-unless-connected-to-mains-power-the-battery-is-80-charged

Hi Steve, this is not normal behavior, use the 330W power adapter provided with this laptop and not a USB-C charger. If you have Acer Care Center or AcerSense running disable these 2 services in Windows Services: accSVc, acsSvc and accAgentSvc, change the Startup type to disabled and click on Apply. In Windows uninstall these 2 battery drivers:

and in BIOS disable the 3 USB and Wake from S4 (ignore the red box on the picture):

Reboot to Windows and see if the battery will charge to 100%. If still the same problem, run a battery report with the command prompt: powercfg /batteryreport check if Connected Standby is supported and if the last full charged capacity is close to the design capacity. If you can't charge the battery to 100% there may be a power rail problem or bad plug/socket, and you should take the laptop to Acer Services in your country to check this.

StevieK

H,

Many thanks for your response.

330W charger has been used throughout and is currently connected.
I've disabled the Acer Care Center and Acer Sense drivers (accSVc, acsSvc and accAgentSvc). Restarted. Behaviour remains.
I've uninstalled the two battery drivers. Restarted. Behaviour remains.
I've disabled the settings in the BIOS. Saved and restarted. Behaviour remains.
Battery refuses to charge beyond 80%. Laptop still refuses to start without connection to 330W charger.
Battery report indicates Connected Standby to be NOT SUPPORTED.
Battery cycle count is =3.
battery-report.zip

I've attached the output from the Battery Report for completion. Any further suggestions welcome. I guess it's gonna be a Return to Acer job…… 🤬

StevieK

On point 3, I notice that these two Battery Drivers do re-add themselves.

This is after I de-installed them and restarted.

StevenGen

https://community.acer.com/en/discussion/comment/1311344#Comment_1311344

The problem with PH16-71 laptops is either its EC chip or bios need reprogramming or changing as that is the main cause of a laptop only working when the adapter is pugged in, if there is nothing wrong with the power rail or charging rail. If your laptop is still under Acer warranty I would take the laptop to acer Tech support and get them to change the mobo, if its out of warranty, then take your laptop to an experienced technician that has the programming tools for an EC chip and knows what they are doing as an EC chip replacement/programming or bios reprogramming is a very easy process to do. 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👍

Puraw

https://community.acer.com/en/discussion/comment/1311341#Comment_1311341

If you respond to my comments, please type @Puraw at the top of your reply or click on "Quote" at the bottom of this comment otherwise I won't get an alert. The battery never worked, either like StevenGen wrote above; a power rail issue or the battery failed, take the laptop to Acer Services in your country. It is normal that the 2 battery drivers are reinstalled by Windows that is the whole idea. You have 1 year warranty on the battery, and I recommend claiming a new one as it should support Connected Standby (Modern Standby in Windows11 23h2).

StevieK

@Puraw. I've struggled to log a case via the support number in the UK as neither the SNID or the Case ID seem to be accepted via the auto attendant.

However, I've emailed support now to hopefully progress this. Thanks again for your assistance and hopefully Acer support will leap into action to resolve the matter!

😉

AnhEZ28

@StevieK

Try this power reset: Turn off the laptop, disconnect the charger, and hold the button for 15 seconds. This might solve the issue where you have to connect the charger to turn on the laptop.

StevieK

@AnhEZ28. Hi, interestingly this has resolved the initial problem. The laptop will now start without mains connected. The secondary issue, however seems to persist - i.e. battery will not charge beyond 80% and the PowerCFG /batteryreport still indicates CONNECTED SYANDBY = Not Supported.

Acer have set in motion a collection. I presume this still needs to happen?

Thanks for your input.

StevieK

@AnhEZ28…. and it also appears to have resolved the battery charging >80% as I'm now at 84%.

Critical question: Is the CONNECTED STANDBY = NOT SUPPORTED an issue? Should it be support and is the status indicative of a further problem?

StevieK

@AnhEZ28

Seems it is. Despite the fact that the battery is now charging to 100% and powering on without Charger connected, Acer Support are arranging a return. Apparently, Connected Standby should be supported on this unit and the fact that it is reporting as not suggests a further issue.

Not a great look on a £2800 laptop with three powerups…. but at least they are owning the problem.

StevieK

@AnhEZ28 My case has been closed. Please can you confirm whether I should be pursuing this as a problem as although the battery is working correctly now, I'm still getting Connected Standby is NOT supported.

Thanks

AnhEZ28

@StevieK

Connected Standby is the new sleep mode that helps the laptop stay connected to the network when the lid is closed. This feature is mostly on the ultrabook or laptop with low power usage CPU. This model does not support Connected Standby, but you don't have to worry about it.