Predator Helios Neo 16 (PHN16-71-78R1) RAM Upgrade – Freezing Issue with Crucial DDR5-4800

Hi everyone,

I own an Acer Predator Helios Neo 16 (PHN16-71-78R1) i7 13700HX 4060 which originally came with one 16 GB Samsung DDR5-4800 SODIMM (CL40) installed. I recently tried upgrading to 32 GB by adding a Crucial 16 GB DDR5-4800 stick (same frequency and spec on paper).

The system did recognise the full 32 GB, but after that my laptop started freezing frequently within some time of boot. It would hang completely, and I also saw weird horizontal glitch lines across the screen before it froze sometimes.

I took the laptop to the Acer service centre (it's still in warranty) , and they tested it with another RAM stick. The system worked fine without freezing. When they put the Crucial stick back in, the issue returned. The technicians even reset the BIOS to default settings, but the freezing problem still persisted. They concluded it was a RAM compatibility problem, not a laptop hardware fault.

At the moment, the laptop runs perfectly stable with only the original Samsung 16 GB stick installed.

My questions are:

1. Has anyone else faced this kind of compatibility issue when mixing Samsung + Crucial DDR5 RAM in the Predator Helios Neo 16?

2. Would buying an identical Samsung 16 GB module (same part number: M425R2GA3BB0-CQK) be the safest way to upgrade to 32 GB?

3. If Samsung is difficult to source, which other single 16 GB DDR5-4800 module pairs best with the existing Samsung stick for stable dual-channel operation?

4. Or should I instead replace both sticks with a matched kit (2×16 GB DDR5-4800) from Crucial/ADATA/Kingston for stability?

5. Does the BIOS version play a role here?

I want to avoid more instability and ensure dual-channel 32 GB works properly. Any guidance from Acer staff or users who successfully upgraded would be greatly appreciated.

Thanks!

Accepted answers

All comments

Puraw

Hi AkarshR_,

Thanks for sharing your experience. Based on your symptoms and the service center’s findings, it does appear to be a compatibility issue between the OEM Samsung DDR5-4800 module (M425R2GA3BB0-CQK) and the Crucial stick—even though both are CL40 and DDR5-4800 on paper.

Mixing brands in DDR5 setups can cause instability due to differences in subtimings, SPD profiles, and voltage behavior. The BIOS may not fully harmonize the modules, leading to freezing and graphical glitches like you described.

To avoid further issues, I recommend replacing both sticks with a matched kit. The Crucial CT2K16G48C40S5 (2×16GB DDR5-4800 SODIMM) is a safe and proven option. It’s factory-matched for timing and voltage, ensuring stable dual-channel operation. This is the same kit I previously recommended in this thread:

https://community.acer.com/en/discussion/699552/predator-helios-neo-16-phn16-71-78r1-upgrade-ram-up-to-5600mhz-frequency

If sourcing the Samsung module is difficult, going with a matched kit like Crucial, Kingston, or ADATA is the most reliable path forward.

AkarshR_

Is there any single 16 gb stick i can use which would match with my existing Ram? Acer mall said they have Adata for ram upgrade and they hadn't mentioned that i have to do a lot replacement and it's just an additional stick. I also think the service center people might have also tested with a different ram and it worked , i don't know which thought

GAMING6698

Return that crucial ram and get this Kingston 16GB 4800MT/s DDR5 CL40 SODIMM (model - KVR48S40BS8-16). It will work with your samsung ram.

Puraw

Hi AkarshR_,

Mixing brands—even with matching specs—can still cause instability in DDR5 setups due to differences in subtimings and SPD profiles. You've already seen freezing with Crucial, and there's no guarantee ADATA will behave differently when paired with the Samsung module.

For stability, the safest options remain:

Add an identical Samsung module (M425R2GA3BB0-CQK), or
Replace both with a matched 2×16GB kit from Crucial, Kingston, or ADATA.

Trying random single sticks risks repeating the same issue. A matched kit ensures proper dual-channel operation and avoids BIOS-level conflicts.

StevenGen

The Predator Helios Neo PHN16-71 that you have with the i7-13700HX cpu and RTX-4060 gpu should work perfectly with the 16GB Crucial/Micron memory DDR5-4800MT/s CL40 type ram.

The problem could be that this Crucial/Micron ram does not work when mixed with the oem Acer fitted 16GB Samsung same type ram and that is why its freezing and crashing. I suggest that you try and buy a matching 16GB Samsung ram module the same as Acer provided with your laptop, as that should fix the freezing and crashing problems. You should find these same 16GB Samsung DDR5-4800MT/s CL40 modules on eBay, as allot of PHN16-71 laptops owners are updating these laptops to 64Gb or higher and getting rid of their oem Acer fitted ram. In my case my PHN16-71 came with 2x 8GB DDR5 modules and I sold them on eBay just recently.

But better still, I suggest that you upgrade your PHN16-71-78R1 model to more ram and up to 64GB or even higher and use the same 64GB kit Crucial/Micron ram type which I used that is 2x Crucial 32GB DDR5 4800MHz CL40 SODIMM RAM CT32G48C40S5 that is a DDR5-4800MT/s CL40 (as these laptops work allot smoother and better with more ram) and even up to 96GB to even 128GB ram, like I've update my PHN16-71-50JG with the i5-13500HX cpu and RTX-4050 gpu to 64GB ram and its been running for the last 8 months 100% and perfectly without any sign(s) of freezing or crashing BSODs at all, as the DDR5-4800MT/s CL40 that is suitable for the i5 and i7 13th Gen cpu's work perfectly with the Crucial/Micron type ram with these laptops. Good luck and hope this helps you out further.

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