Predator Helios Neo 16 AI PHN16-73, KB stopped working, fan ran at maximum and laptop shutdown

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joaopedroxia14
joaopedroxia14 Member Posts: 4 New User
edited 4:13PM in Predator Laptops

I bought the laptop on July 2nd, and today I was playing Dead Island 2 with the graphics on low, and the following happened: the laptop keyboard stopped receiving my commands, then suddenly the fans went to maximum, and 10 seconds later the computer shut down. Although I could still move the game character with the external mouse, there was no lag or anything, only the keyboard stopped working out of nowhere, and then the computer crashed. I don't know what's wrong with this new laptop, since the drivers were updated via Windows Update and the Nvidia graphics card was updated via the Nvidia app. The laptop is really new and it's already giving me a headache. Can someone help me? There was no warning, and the temps are good 75~ CPU and 70~ GPU.

[Edited the thread to add issue detail]

Answers

  • Puraw
    Puraw ACE, Member Posts: 17,782 Trailblazer

    Hi @joaopedroxia14 ,

    Thanks for sharing all the details—it’s never fun when a new gaming laptop starts acting up mid-session. From what you described (keyboard freeze, fans surging, then shutdown), this sounds like a possible power delivery hiccup or system protection trigger.

    A few things worth checking:

    • Power Adapter Connection: Confirm the barrel plug is fully seated. It’s surprisingly common for systems to draw from battery if the AC adapter isn't securely connected.
    • Adapter Wattage: The PHN16-73 is designed to run best on a 230W adapter. Underspec’d power bricks can cause erratic performance or sudden shutdowns under GPU load.
    • Battery Health: Use PredatorSense or HWMonitor to check voltage levels and overall battery status. If the system dipped into battery during high draw, instability can follow.
    • Keyboard Firmware/Drivers: Odd for just the keyboard to cut out—checking firmware versions or recent driver changes may help.
    • Event Viewer Logs: These can show whether Windows registered any thermal spikes, driver faults, or hardware interruptions right before shutdown.

    That said, given your device is still within the return/refund window (typically up to 2 weeks, sometimes less depending on region or retailer), you may want to contact your seller or Acer Support immediately. Systems showing hardware-level quirks this early often qualify for an exchange or inspection without hassle.