In-ear headset problems with connectivity with the Predator Helios Neo 16, PHN16-71-72W6

akylia

Hey,

I have a Predator Helios Neo 16, PHN16-71-72W6 and wanted an in ear headset with a good mic. Bought the JBL Quantum 50C and my laptop briefly recognizes it, even appearing its name on the sound settings, but then it "disconnects", even though it's not loose and/or badly connected. It gets in that loop of connecting and disconnecting until it's not recognized anymore and I have to plug it in again. Asked the support and they dismissed it saying the earphones are "incompatible with my Acer". Without the C adapter, audio works fine but the microphone doesn't, what should I do?

[Edited the thread to add model number to the title]

Puraw

https://community.acer.com/en/discussion/728201/in-ear-headset-problems-with-connectivity-with-the-predator-helios-neo-16-phn16-71-72w6

Hi akylia

JBL Quantum Engine – Windows 11 24H2 issue This wired headset problem is not specific to Acer hardware — it’s a known bug affecting multiple JBL Quantum models after updating to Windows 11 24H2. With the Quantum Engine software installed, the headset can vanish from the system’s audio output list once you switch away from it, and only reappears after unplugging and reconnecting.

Workarounds reported by affected users

• Uninstall Quantum Engine – restores normal detection in Windows, but you lose EQ/customisation features.
• Disable all other audio devices except one fallback (e.g. laptop speakers) so Windows auto‑switches between that and the headset.
• Use Windows’ old Sound control panel to manually set the default device when needed.
• Rollback from 24H2 until JBL releases a software update, if Quantum Engine features are essential.

Until JBL updates Quantum Engine for 24H2, running without it or using one of the manual switching methods above are the only stable options.

Reference: https://www.reddit.com/r/JBL/comments/1girpka/jbl_quantum_engine_software_bug_in_windows_11_24h2/

akylia

https://community.acer.com/en/discussion/comment/1351781#Comment_1351781

Hey, thanks for your answer.
I tried everything from your reply and it didn't work. I also tried other solutions I found and the only thing I didn't do was update my BIOS from 1.16 to 1.18.
I also didn't have Quantum Engine in the first place, but did install it after a while. Then, I tried going back to a previous version of Windows 11, but it didn't work as well.
Thanks anyway, I'll stick to using it without the adapter and no microphone for now, but thank you very much for your answer. Have a great day :)

StevenGen

https://community.acer.com/en/discussion/comment/1351806#Comment_1351806

Your JBL QUANTUM 50C Gaming Earphones/Head set 3.5mm USB-C should work perfectly with the PHN16-72 audio port or with the the USB-C port, if its doesn't then it will not. if it doesn't then you can't do anything else except buy another set of headsets.

Just as an example a virtually the same laptop the PHN16-71-50JG model la[top, and I'm using a set of Sennheiser Momentum Sports Bluetooth earbuds with a mic and these earbuds mic work perfectly connected to my Galaxy S24 through Phone Link for calls within my PHN16-71-50JG laptop, as this all depends on which brand of earbud phones that you use as the JBLs should work with the audio out port or USB-C port of the PHN16-71 laptop, if they don't then you can't do anything about, as its a compatibility issue.

I've also got a set of Sennheiser Momentum 4 with a mic and its a noise cancelling over the ear headset type that you can connect either by Bluetooth or through an audio cable to the laptop audio port and its mic works perfectly also with my phone and through Phone Link with the PHN16-71 laptop either in BT or audio port connection.

Sennheiser Momentum Sport Earbuds

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