Predator Helios Neo 16 PHN16-71 power issue

csmelch
csmelch Member Posts: 3 New User
edited May 16 in Predator Laptops

Laptop dies when plugged in but the battery was charging. Only way I can restart is to unplug adapter. I thought it was the power strip it was plugged into, switched it out and it happened again about a month apart. Predator sense battery check says battery has slow charge and is at less design capacity. First time I've seen this message - didn't happen first time. Now it says it's at 100% charge very quickly but when using it on battery procenage doesn't go down. Can I disable battery and if so how? I don't need it and I think battery may be the issue, but I'm worried if it dies again when plugged in, only way it would start is if I un plug it which makes no sense. It should be fine when plugged in. Happened on different outlet as well. Both times this happened the battery was low and was charging. Got laptop brand new only a year and a half ago. I have not calibrated battery - it says it takes 12 hours which I do not have to spend and it says it has to discharge the battery but it did not seem to discharge so and I'm paranoid I won't be able to turn it back on again as I need to unplug it to do so.

Answers

  • Sharanji
    Sharanji ACE Posts: 5,230 Pathfinder

    @csmelch

    Start with a power reset. This model does not have any reset pinhole. So disconnect the charger and try to reset your laptop by pressing the power button for 10 seconds.

    Reinstall the battery drivers. Press Windows key + R and type devmgmt.msc in the Run dialog box, hit Enter key to open Device Manager. In the Device Manager window, expand Batteries, right click on available devices in this section and click Uninstall.
    Confirm the device uninstall by clicking/tapping OK. Then click Action > Scan for hardware changes. Close the Device Manager. Now check the status of problem and see if it has solved or not.

    Run Built-in Power Troubleshooter
    Go to Control Panel > Troubleshooting > View all. Then in All Categories window, click/tap Power. This will open built-in Power troubleshooter wizard, click Next. Run Built-in Power Troubleshooter.

    You can generate a battery report on a Windows device, open the Command Prompt as an administrator by searching for "Command Prompt" in the Start menu, then right-clicking it and selecting "Run as administrator." Once it's open, type the command powercfg /batteryreport and press Enter. This will create a file named battery-report.html, typically saved in your user folder. The exact file path will be displayed in the Command Prompt. Navigate to this location using File Explorer and open the file in your web browser to view a detailed report about your device’s battery, including usage statistics and health information.

    I hope this helps! If this was useful, please hit 'Yes' or 'Like'! Thanks! 😊

  • csmelch
    csmelch Member Posts: 3 New User

    Pressing the power button will just shut down the computer (which I have already tried after disconnecting the charger). I am afraid of uninstalling the batteries in device manager as I tried that with a printer and could not get it to install again (computer could not find it). I already looked but could not find a built in troubleshooter for power (there are others like internet and windows update but I didn't see a power one). Also did generate a battery report but I don't understand how it's helpful as it doesn't provide any errors or how to fix it. It did say that it was charged to 100% (although not sure that's correct) and the capacity yesterday was much less than it had been before.

  • csmelch
    csmelch Member Posts: 3 New User

    May I disable the battery (without taking it out as I am not sure I would be able to remove it) so that it works only plugged in? Can a faulty battery trying to charge cause the computer to shut down when plugged? The only thing I am worried about is when it shut down before on AC power with battery charging, I had to unplug it to turn it back on, but if battery is disabled, assume it will not conflict anymore and not shut down?

  • Axxo
    Axxo Member, Ally Posts: 1,730

    If your Acer Predator Helios Neo 16 PHN16-71 is not turning on, several troubleshooting steps can be taken. First, try a hard reset by disconnecting the power adapter, removing the battery, holding the power button for 45 seconds, and then reattaching the power and battery. If that doesn't work, check the power adapter and try a different outlet. You can also try reseating components like RAM and hard drives, and try turning on the laptop without them. If none of these steps work, the issue may be more complex and may require service center attention.
    Troubleshooting Steps:

    1. Hard Reset:
      Disconnect the power adapter and remove the battery.
      Press and hold the power button for 45 seconds.
      Reconnect the power adapter and reinsert the battery.
      Try turning on the laptop.
    2. Power Adapter and Outlet:
      Check the power adapter for damage and ensure it is properly connected.
      Try a different power outlet.
    3. Component Reseating:
      Carefully remove and reseat components like RAM, hard drives, and WLAN cards.
      Try turning on the laptop without these components to see if it starts.
    4. Battery Reset (If applicable):
      Some Acer laptops have a small reset pinhole near the battery compartment.
      Use a paperclip or small pin to press and hold the reset button for 15-30 seconds.
      If the problem persists after these steps:
      It's likely a more serious hardware issue, and you should contact Acer support or a qualified technician.
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