Predator Helios Neo 16 AI PHN16S-71, KB stopped working, fan ran at maximum and laptop shutdown

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SevastianSama
SevastianSama Member Posts: 3 New User

Hi everyone,
I hope someone can help me with this frustrating issue.

I bought my laptop on June 25, and since June 27 I've been experiencing the following problem during gaming sessions:

  1. The built-in keyboard suddenly stops responding, and then the fans ramp up to maximum speed. About 10–15 seconds later, the computer shuts down. Interestingly, I can still move the in-game character using an external mouse—there’s no lag or noticeable performance drop—just that the keyboard stops working out of nowhere, and then the system crashes.

This has been happening roughly every two days since I bought the laptop.

I've tried every possible solution I could find on forums, including:

  • A clean installation of Windows 11 with up-to-date, authorized drivers
  • Checking the power adapter connection
  • Checking battery health using HWMonitor (see attached screenshots)
  • Monitoring temperatures (they stay between 80–95°C, which is reportedly normal for this laptop model)
  • Reviewing the Event Viewer logs (notably Event ID 6008, but the logs are inconclusive)
  • Disabling "Processor Performance Boost Mode"
  • Updated Bios version to 1.05

I’ve even found users experiencing exactly the same issue, but none of the threads I’ve found have a clear solution. This makes me think it could be a factory defect in this laptop series or a driver-related problem.

One serious complication is that I'm currently outside the United States, so returning the laptop or getting a technical inspection under warranty would be very difficult.

Can anyone help or provide guidance?
Thanks in advance.

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Answers

  • StevenGen
    StevenGen ACE Posts: 14,970 Trailblazer
    edited July 28

    Make sure that your Predator Helios Neo 16S AI has the last bios version 1.05 installed, then set the BIOS > Advanced > Display mode > to NVidia GPU only and the same in the Predator Sense App > Personal Settings > GPU Operating > set to Nvidia GPU only.

    Then, install the NVidia App and play all the supported games through the NVidia app and also download the latest NVidia Game Ready drivers through this app, and when you install new drivers, always install and "Perform a clean installation" like shown in the caption below, as that deletes all previous traces of the old NVidia drivers. Also make sure that you have all the Win-11 version 24H2 and all the updates up to the last OS build: 26100.4770 installed. Try all that and let us know if the gaming improves on this new PHN16DS-71 AI Neo, good luck and hope this helps you out.

    image.png

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

  • Puraw
    Puraw ACE, Member Posts: 18,155 Trailblazer

    Hey @SevastianSama , thanks for the detailed post—sorry to hear you’re dealing with this shutdown issue. It does sound like a broader BIOS or firmware bug affecting PHN16S-71 units.

    🔧 Recommendations:

    1. Wait for Acer BIOS Fix Others have reported similar sudden shutdown patterns with this model, so Acer may be preparing a firmware patch. Hold off on deeper system tweaks until then.
    2. Try In-Place Recovery via Windows Update This can repair corrupted system files without wiping apps or data. Go to: Settings > System > Recovery > Fix problems using Windows Update.
    3. Battery Reading Shows Zero Wear? That’s suspicious. Could be:
      • Firmware misread due to early BIOS quirks
      • Battery telemetry bug
      • Or simply too few charge cycles logged so far If you're using HWMonitor, consider cross-checking with the built-in Windows battery report (powercfg /batteryreport via CMD).

    🧩 Important Diagnostic Step Often Missed:

    After a crash, don’t rely only on Event Viewer—check Reliability History using perfmon /rel. The graph may look clean, but that doesn’t mean all is well.

    📋 To dig deeper:

    • Click View all problem reports
    • Look for entries like Kernel-Power, LiveKernelEvent, or WHEA-Logger
    • Copy the technical details to Clipboard, paste into Notepad, and save as .txt
    • Upload those .txt files here for deeper analysis—great way to spot firmware or driver faults hiding under the radar

    💬 If you're outside warranty zones, keep logs/screenshots ready and document everything. That might help with remote support or claims later.

  • SevastianSama
    SevastianSama Member Posts: 3 New User

    Hello StevenGen,
    Thank you very much for your recommendations — I’ve applied all of them exactly as you described, even performing a fresh clean installation of Windows. I’ll keep you updated on any developments regarding the issue. Have a great day!

  • SevastianSama
    SevastianSama Member Posts: 3 New User

    Hello Puraw,
    Thank you for all your recommendations. I’ve just performed a fresh clean installation of Windows with the latest updates to make sure there are no corrupted files. So far, I’ve only recorded 7 charge cycles, so the battery likely has minimal wear. I’ve attached the Battery Report. I also applied the fixes suggested by StevenGen and will keep you informed if the issue continues. If it does, I’ll send you the .txt files with the technical error details.

    Lastly, I already contacted Acer’s technical support, but the assistance was very poor — just generic solutions I had already tried. They suggested sending the device internationally for inspection, but I really hope it won’t come to that.

    Thank you so much for keeping an eye on the issues affecting our beloved Acer Predators. I’ll keep you updated!

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