My brand new Acer predator helios neo 16s Ai Rtx 5060 restart/shutdown randomly

Hey can some one help me to fix this issue with my brand new Acre predator helios neo 16s ai laptop, which is laptop shuts down randmly even on balanced mode.

I havent done any gaming on my laptop (always on balanced mode) still it shuts down randomly.

For information all the drivers are upto date and also all windows updates are uptodate.

And in event viewer it shows error 41 (63) which is related to some power supply issue, so ACER is this how your flagship laptop work ? (RANDOMLY CRASHING) (Brand new)

Log Name: System
Source: Microsoft-Windows-Kernel-Power
Date: 11-10-2025 11:24:00
Event ID: 41
Task Category: (63)
Level: Critical
Keywords: (70368744177664),(2)
User: SYSTEM
Computer: MIRAJBEAST
Description:
The system has rebooted without cleanly shutting down first. This error could be caused if the system stopped responding, crashed, or lost power unexpectedly.
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Microsoft-Windows-Kernel-Power" Guid="{331c3b3a-2005-44c2-ac5e-77220c37d6b4}" />
<EventID>41</EventID>
<Version>10</Version>
<Level>1</Level>
<Task>63</Task>
<Opcode>0</Opcode>
<Keywords>0x8000400000000002</Keywords>
<TimeCreated SystemTime="2025-10-11T05:54:00.9325587Z" />
<EventRecordID>15292</EventRecordID>
<Correlation />
<Execution ProcessID="4" ThreadID="8" />
<Channel>System</Channel>
<Computer>MIRAJBEAST</Computer>
<Security UserID="S-1-5-18" />
</System>
<EventData>
<Data Name="BugcheckCode">275</Data>
<Data Name="BugcheckParameter1">0x19</Data>
<Data Name="BugcheckParameter2">0x2</Data>
<Data Name="BugcheckParameter3">0x10de</Data>
<Data Name="BugcheckParameter4">0x2d59</Data>
<Data Name="SleepInProgress">0</Data>
<Data Name="PowerButtonTimestamp">0</Data>
<Data Name="BootAppStatus">0</Data>
<Data Name="Checkpoint">0</Data>
<Data Name="ConnectedStandbyInProgress">true</Data>
<Data Name="SystemSleepTransitionsToOn">0</Data>
<Data Name="CsEntryScenarioInstanceId">1</Data>
<Data Name="BugcheckInfoFromEFI">false</Data>
<Data Name="CheckpointStatus">0</Data>
<Data Name="CsEntryScenarioInstanceIdV2">1</Data>
<Data Name="LongPowerButtonPressDetected">false</Data>
<Data Name="LidReliability">false</Data>
<Data Name="InputSuppressionState">0</Data>
<Data Name="PowerButtonSuppressionState">0</Data>
<Data Name="LidState">1</Data>
<Data Name="WHEABootErrorCount">0</Data>
</EventData>
</Event>

Accepted answers

All comments

Puraw

Hi MIRAJ_PATEL

Event 41 simply records that the system shut down unexpectedly — it’s a symptom, not the root cause. To isolate the issue:

Boot into Safe Mode and use the system normally for a while.
If the crashes don’t replicate, it likely points to a GPU driver conflict or a recent update.

Recommended steps:

Download DDU from https://www.wagnardsoft.com/
Boot into Safe Mode.
Use DDU to uninstall both the iGPU and dGPU drivers using the “Clean and restart” option.

After reboot, Windows will reinstall the default drivers or offer updated ones via “Check for updates” under Optional Updates.

Marianellavf

Hello! im having the same problem with a OLED 5070ti version, same, ID41, reboot itselft, did u solve ur problem?

Marianellavf

Hello, im having the same problem, but, mine is ultra 9, rtx 5070ti, freeze and then reboot itself, when im working or just watching a youtube video. can u please help me. im gonna try the safe mode if something happens.

MIRAJ_PATEL

i have performed the solution from internet suggestion.

in which go for CMD -(RUN AS ADMIN) → type sfc /scannow when this will over again open CMD run as admin then type chkdsk /f /r then press y. And restart laptop.

also one Video videon internet shows how not to use hibernate shutdown instead of full shutdown. So switch in full shutdown.

But still this solution is no so much promising as yesterday astmy laptop again shutdown. But there is no error as previous one in log. (Condition running at 12% battery vatand in balance mode) And laptop is in sleep

when I tried to wake it up it simply shuts shutdown ahutd

MIRAJ_PATEL

@Puraw @Jack22 @GAMING6698 @StevenGen @Diya1811

what's your comment on this solution and even I am facing same issue but this issue ssue came after 2-3 days.

Puraw

Boot into Safe Mode and use the system normally for a while.
If the crashes don’t replicate, it likely points to a GPU driver conflict or a recent update.
Recommended steps:

Download DDU from https://www.wagnardsoft.com/
Boot into Safe Mode.
Use DDU to uninstall both the iGPU and dGPU drivers using the “Clean and restart” option.
After reboot, Windows will reinstall the default drivers or offer updated ones via “Check for updates” under Optional Updates.

Marianellavf

Hello, i know for a fact that its a GPu problem, i desactivated the gpu and its not rebooting itself. still dont perform the solution about cause im afraid will crash my laptop and wont work. have u tried the safe mode and reinstall all drivers as P

ricardojrc

Hi everyone,

My name is Ricardo and I also purchased a Predator Helios laptop while in the United States and brought it with me to Brazil. From the very first time I used it, it’s been showing the same issues: frequent freezing and random restarts.

I’ve tried everything I can with my basic computer knowledge — reinstalling software and drivers, updating the system, formatting — but the problem still persists. I saw that many of you are experiencing the same problems.

What’s strange is that sometimes the laptop works perfectly, with the performance it’s supposed to deliver. I’ve even played heavy games like Warzone 2 on extreme settings and edited high-resolution videos without any problems — everything runs super smoothly. So it doesn’t seem to be related to performance load. The crashes and restarts happen randomly, often during light or moderate use, like simply browsing folders in Windows.

I’d really like to connect with others who are dealing with the same issue so we can share what we’ve tried and hopefully find a solution together. If anyone has updates on how Acer support is handling this (especially for users outside the U.S.), I’d really appreciate the information.

Thanks in advance for any help — hopefully we can get this figured out!

Marianellavf

Morning, have u try the solution above? with the safe mode and clean and restart all drivers? i deactivated the GPU and seems thats what cause the computer to reboot, have u try deactivate it? stop rebooting for me, but i need to know if someone applies the solution above

MIRAJ_PATEL

So we can say that it's overall problem in acer predator helios neo 16 s ai 2025 series, irrespective of any country or batch of pieces or any other thing.

Do anyone know how can we rais it to Acer officials ?

So maybe it's mostly software related issue.

But for your information,

I have performed one solution from internet which I have mentioned above, after that the restart rate is reduced tremendously.

But not avoided fully.

Also can anyone tell me if anyone also face the lagging issue in screen lock (by using win + L)

ALSO while opening Task manager it is taking some measurable time to load. (Like 3-4 seconds) Not immediate response.

Even in balance mode and no other applications are open at the same time

ricardojrc

I'll try to do that, but if I disable the GPU, how will I be able to run the programs and games that use it?

ricardojrc

Yes…. Let's help each other here, guys. We really need to get Acer support's attention. It's a very expensive notebook for us to be experiencing this kind of problem without a solution. Because the laptop should stop freezing and restart, right? We can't find a solution that limits our use. We're paying a lot for the promised performance.

Marianellavf

I mean, just to see whats really the problem, not forever, i tried that and works, its not shutting down - rebooting, just to confirm GPU is the issue.

Marianellavf

Have u try the solution of clean and restart everything?

ricardojrc

I haven't been able to try this option yet, what I tried was formatting Windows, updating drivers, reinstalling and updating the BIOS and it didn't work. Do you think the problem is in the GPU?

ricardojrc

@Abv8711 Your problem was similar to ours, right? Did you manage to solve it? @Axxo and @Diya1811, Do you have any suggestions to help us?

Marianellavf

Yes, i think thats the problem, i deactivate the gpu and try it foe 2days and no reboots, so, its definitive that, even PURAW give the solution and he mention the gpu, so, can u try that solucion?

ricardojrc

I also noticed that the problem tends to occur more often when the laptop is running on battery power. When it’s plugged into the wall with the original charger, it usually takes longer before the issue happens — but it still eventually does.

Marianellavf

yes, the laptop ramdoly restart, using heavy programs or only pdf reader, what i did, to see whats exactly the problem, is, deactivate the gpu and try for 2days, and stop restaring, so, the problem is the gpu, now, i dont knwo if thats a hardware issue or software, u said u restart the laptop and still having the same problem?

Marianellavf

can u try the solution of Puraw? and tell me if works

Abv8711

Well it did stop ! i have no more random restarts ! i have changed power settings, updated all the drivers, I strictly play games on performance mode ! As its seen in picture, no critical errors !

Marianellavf

can u please tell me wich way did u use? u tried the puraw solution?

Marianellavf

can u please be so kind of give me all the sdteps u follow? please!

Abv8711

No. I did not follow his solution ! i just youtubed each error and tried find some solution ! i think changing power management, updating drivers and not using turbo mode helped.

Axxo

Random restarts on your new Acer Predator Helios Neo 16 can be caused by overheating, driver issues, or Windows problems, and you can resolve them by using the "Balanced" power mode, updating drivers and Windows, and running system file checks. If those don't work, consider a full Windows reset or contacting Acer support for potential hardware defects, especially since some users report similar issues on this new model.

Rafdy

I also experienced a similar problem on my Acer Predator Helios Neo 16 i7 13700-hx RTX 4060 laptop. Until now, it still happens 2-3 times a month. I also took the laptop to the Acer service center, after being examined by a technician, he said my laptop had no indication of hardware damage. This makes me frustrated, I have tried everything but the laptop still restarts by itself.

Abv8711

I had Acer Predator Helios neo 16 i7 14700 hx with 4060, it used to have similar issues and one day it stopped working ! I had to get it to acer service center, after almost two months they declared it DOA ! Acer has some issues to fix.