Acer Predator 2021 Helios 300 PH315-54 Fan issue

Need technical support with my newly purchased acer predator Helios 300 2021,

when I power the laptop the keyboard back light and turbo button is on but fans is off and the screen is blank (not black) and the lap top keeps heating until I press the power button 10 sec. to reset it,
once I press the power button again it works normally and boots, but after shut down or sleep for (10 or 15 min) this issue kicks in again (screen is blank and the lap top keeps heating until I reset it) and so on..
right now the laptop is powered on next to me, and I'm afraid to just shut it down or put it to sleep!
resetting laptop.. no effect, same issue
resetting bios.. no effect, same issue
resetting bios batteries.. no effect, same issue
resetting main batteries.. no effect, same issue
resetting windows.. no effect, same issue
swap rams.. no effect, same issue
I'm not in US so all left for me Right now is the shipping option if Product is faulty,
I'm annoyed, like really a bad start with acer products!

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Commodore_1995#

What is the exact model? Example PH315-52-58VH. What is the bios version? Does the same issue occur when disabling fast starup in power options and fastboot in bios?

Amr_Faroukk11

egydiocoelho said:

What is the exact model? Example PH315-52-58VH. What is the bios version? Does the same issue occur when disabling fast starup in power options and fastboot in bios?

Model Name: PH315-54 | Part Number: NH.QC2AA.002
laptop received 3 days ago!
bios was 1.05 and I updated it to 1.07 with no effect (except for that I can now use the mouse in bios)
Yeah, fast starup in power options is (grayed out) and fastboot in bios is off.

Commodore_1995#

OK! Click here and then disable fast startup:

Image: https://us.v-cdn.net/6029997/uploads/editor/1i/8ruszzl6tn03.png

Image: https://us.v-cdn.net/6029997/uploads/editor/tg/gd0nf7jr5js8.png

Amr_Faroukk11

egydiocoelho said:

OK! Click here and then disable fast startup:

Great Thanks for your response, and your patience so far,
However I'm afraid that I'm out of tricks!
YEAH it's official, Faulty Product!, I'm suspecting the bios chip or TDM.

Please tell me what formally procedure I should be doing with this situation .

Commodore_1995#

I don't think it's a hardware issue, as when you force it off, the computer starts up correctly. As I said before, try disabling fast startup first:
Turn On or Off Fast Startup in Windows 10 Tutorials

Turn On or Off Fast Startup in Windows 10 Tutorials

How to disable Fast Startup on Windows for BlueStacks 5 BlueStacks Support

Then check if the problem still occurs. Now, if the problem still occurs, try resetting the battery: disable fast startup, turn off the computer, unplug the power adapter, press the power button for thirty seconds and leave the laptop off for half an hour.

Amr_Faroukk11

egydiocoelho said:

I don't think it's a hardware issue, as when you force it off, the computer starts up correctly. As I said before, try disabling fast startup first:
Then check if the problem still occurs. Now, if the problem still occurs, try resetting the battery: disable fast startup, turn off the computer, unplug the power adapter, press the power button for thirty seconds and leave the laptop off for half an hour.

thank you For your answer,
BUT Still the same, resetting the battery, disable fast startup, turn off the computer, unplug the power adapter, press the power button for thirty seconds and leave the laptop off for half an hour, fast boot, security Feature through bios or windows, all disabled, It didn't work for me, just the same.
For god sake where is quality control?!!
I just didn't want to ship it until I'm sure that I've done what can be done from my side,
I'm Disappointed, Even If there is any required tweaking, For me as a customer and under any circumstances I shouldn't be the one who get stuck with that!
@egydiocoelho Thank you again For your reply.

Commodore_1995#

How many days ago did you buy the laptop? When you turn off the laptop, is there a device plugged into a usb port? Like an external hard drive or a mouse for example?

Amr_Faroukk11

egydiocoelho said:

How many days ago did you buy the laptop? When you turn off the laptop, is there a device plugged into a usb port? Like an external hard drive or a mouse for example?

I used it as is, no external hard drive or a mouse,
product registered that it had been Purchased 9-9-2021 (I'dont know how),

but real time Purchased is 7-10-2021,

laptop received 3 days ago and since I acquired it and the issue is present.

Commodore_1995#

OK! Try this procedure: access the bios by pressing f2 before the acer logo and then press f9 key to restore it and then f10 key to save and exit. Does the same problem occur?

Amr_Faroukk11

egydiocoelho said:

OK! Try this procedure: access the bios by pressing f2 before the acer logo and then press f9 key to restore it and then f10 key to save and exit. Does the same problem occur?

Yes, the same problem still occur.

Commodore_1995#

Can you record a video of the problem and post it to YouTube? It will be easier to verify the problem.

Amr_Faroukk11

egydiocoelho said:

Can you record a video of the problem and post it to YouTube? It will be easier to verify the problem.

My Apologies this is the footage I only had I was on a hurry couldn't be more specific, and sorry for the noise around me in the video I'm on a main street
https://youtu.be/ezopntfyCWw
But there is other bad news.. laptop completely stopped yesterday

Commodore_1995#

But there is other bad news.. laptop completely stopped yesterday

Have you already contacted support at the store where you purchased the computer so that you can try replacing the laptop via RMA?

Amr_Faroukk11

When choosegydiocoelho said:

But there is other bad news.. laptop completely stopped yesterday

Have you already contacted support at the store where you purchased the computer so that you can try replacing the laptop via RMA?

RMA is so hard for my situation returning it would cost laterally half of it's price!!!
I bought the lap from US, because it's not yet available in my country and still not available,
in Egypt they told me "You bought it from US you Fix it in US" once you repair it here in Egypt even if in acer Egypt you are out of warranty and laptop will be fixed but cost is on you !!!!!!!!!!!!!!!!!!

a laptop that is brand new and with it's warranty I pay for fixing a malfunction that I received the laptop with it, how hilarious
thought if I bought it from US it would have more restrictedly quality control.. guess I was wrong, wasn't I?

JackE

I suggest going to the ACER international warranty page to see if it can qualify for support. If not, I suggest sending a PM to one of the ACER moderators from the 'Who's online' icons listed below for guidance on your issue. Hover the mouse over the first few icons and look for usernames with an ACER-'first name' for moderators. Since it was purchased from the US, I suggest that you should also go to this link , enter your machine's serial number ID (SNID) and get on the chatline with an ACER representative to discuss the issues that you have.

Commodore_1995#

Does the same issue occur when you perform a cold install of windows 10?

Amr_Faroukk11

JackE said:

I suggest going to the ACER international warranty page to see if it can qualify for support. If not, I suggest sending a PM to one of the ACER moderators from the 'Who's online' icons listed below for guidance on your issue. Hover the mouse over the first few icons and look for usernames with an ACER-'first name' for moderators. Since it was purchased from the US, I suggest that you should also go to this link , enter your machine's serial number ID (SNID) and get on the chatline with an ACER representative to discuss the issues that you have.

I tried, they follow specific code, they couldn't help ;/

egydiocoelho said:

Does the same issue occur when you perform a cold install of windows 10?

Yes, WIN 10 PRO, same issue,

However I DID discovered something really interesting and strange at the same time, I discovered this when winter came!
No matter how many times you press the power button and reset (the main issue), The laptop will keep blank & wont show predator logo unless it reaches a certain degree!!!! (>20 degrees c or 68 F )
yeah that's what happened right now and I'm really surprised.
still a strange thing though ¯\_(ツ)_/¯