BRAND NEW Predator Helios Neo 16, not charging above 65%

laptopusersss555
laptopusersss555 Member Posts: 3 New User

I was playing a game and my laptop abrubtly shut off and my charger wasn't charging, I unplugged it and replugged it back in and now windows/laptop detects the charger. However it won't move from 65%, I have played my game for about 3 hours now and it is still stuck on 65%?

I have reset the windows battery drivers in device manager and tried a new kettle lead cable to the power brick.

Not impressed after dropping over a thousand on a laptop.

Any help? thanks.😀

Answers

  • Puraw
    Puraw ACE, Member Posts: 15,334 Trailblazer

    Hi, I am assuming that you are using the large barrel plug power adapter that came with the unit and not a USB-C charge? Turn off all options in Acer Care Center, Acer Sense and in Predator Sense with Battery Optimizing, Battery Calibration and Battery 80% charge limiting, disable accSvc in Windows Services (Stop, Properties-Startup type-Disabled) and Download BIOS version 1.18 from 2024/09/20 or for PHN16-72 tie brand new version 1.16 from 2025/02/06. Check for Windows updates and reboot, charge to 100% now.

  • laptopusersss555
    laptopusersss555 Member Posts: 3 New User

    Hello, I am using the big charger yes, I didn't even know it could charge via USB. I cannot find accSvc but I have a multitude of other acer services running.

  • Puraw
    Puraw ACE, Member Posts: 15,334 Trailblazer

    Hi, these three are the main Acer services that affect Windows power management (look in the Services properties to see the actual services):
    ACC Service=ACCSvc
    AcerCCAgentSvc
    AASSvc
    And psSvc, but don't disable PredatorSense just don't use the battery options.
    Did you download BIOS version 1.18 from 2024/09/20 or for PHN16-72 tie brand new version 1.16 from 2025/02/06?

  • laptopusersss555
    laptopusersss555 Member Posts: 3 New User

    Hello Puraw,

    I downloaded the bios 1.16 and installed that. I tried stopping the services and restarting and nothing seems to have worked.

    I can't believe the laptop is only one day old

  • Axxo
    Axxo Member, Ally Posts: 1,242
    edited February 20

    You can use the laptop with the adapter plugged in, as you shouldn't have any problems, but backup all your files and take this laptop to Acer Tech Support asap as its got a charging circuitry problem and could even have a failed fused in the battery from the failed charging circuitries which will mean that you need a new battery also which is big dollars to replace a mainboard and battery for this laptop and change.

    Take/send your laptop to Acer Tech Support in your country, don't open and/or try to fix anything yourself on this laptop as it will void the warranty. Get Acer Tech Support to diagnose the laptops' fault and change the appropriate parts on your PHN16-71 laptop. Good luck and hope this helps you out.