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

MIRAJ_PATEL

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>

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.