Predator Sense version 4 on predator helios 300 (PH315-55) is not supported

javad7697
javad7697 Member Posts: 3 New User
edited October 2023 in Predator Laptops

Hi everyone, it's been 2 weeks since the Predator Sense version 4 appeared on my product driver and software page with a size of 169 Mb. I have downloaded this version and when I click the setup.exe a message box appears with this error 'The device model is not supported'. bios name and everything else is ok. what is the probable solution to this problem? if my device is not supported

error.jpg

why does it appear on the official driver website?

[Edited the thread to hide sensitive information]

[Edited the thread to add issue detail]

Answers

  • Alejandro_AC
    Alejandro_AC ACE Posts: 13,317 Trailblazer

    Hi @javad7697 can you please confirm that this is the application and is it the download page that you used?

    image.png

    https://www.acer.com/us-en/support/product-support/Predator%20PH315-55/downloads?suggest=PH315-55;0

    I mention this because there is a different model which is the PH315-55s and although the application is the same, when creating the folder where the files are stored, since it is a different model, it does not identify it.

    The correct folder is PH315-55, if this is the reason and you downloaded the PH315-55s model, simply modify the name to PH315-55 and run the application again to update.

    If this were not the reason, do you have Windows 11 updated from Windows Update?

    Did I make any hardware changes to the equipment?

    Thank you.
    All the best.

    • Haga clic en "Me gusta" si mi respuesta fue útil o márquela como solución si se resolvió, ¡gracias!
      • Colaborador pro bono, no trabajo ni hablo en nombre de Acer
    • Please click "Like" if my answer was helpful or mark it as solution if it was solved, thanks!
      • Pro bono contributor, I do not work or speak on behalf of Acer
    • MVP de MSFT (2003-21) & Windows Insider & X (alezmvp)
  • javad7697
    javad7697 Member Posts: 3 New User

    Hi, and thanks for the quick reply. yes, I downloaded the software from the mentioned link and I have also downloaded it by entering my SNID. both of them don't work. there is no folder name or the things you mentioned. My Windows is also updated to the latest version and Windows update is fine and says you are up to date. the thing is when I open the agent service/driver folder and open the 'Predator PH315-55.ini' file the CPU model is not the same as mine (it's 10875 and 10980k but I've got the i9 12900h). and I only added an SSD to the device. I currently have version 3 of the software but either uninstalling it or not, the newer version won't install. that's so annoying!

  • javad7697
    javad7697 Member Posts: 3 New User

    is there anyone who could install this fourth version on a similar device?

  • Alejandro_AC
    Alejandro_AC ACE Posts: 13,317 Trailblazer

    I don't think that's the problem, your computer can mount different processors, in fact, the service manual talks about these two, I suppose that in terms of the application there must be compatibility between them:

    image.png

    Thank you.
    All the best.

    • Haga clic en "Me gusta" si mi respuesta fue útil o márquela como solución si se resolvió, ¡gracias!
      • Colaborador pro bono, no trabajo ni hablo en nombre de Acer
    • Please click "Like" if my answer was helpful or mark it as solution if it was solved, thanks!
      • Pro bono contributor, I do not work or speak on behalf of Acer
    • MVP de MSFT (2003-21) & Windows Insider & X (alezmvp)
  • Amatsukaze
    Amatsukaze Member Posts: 4 New User
    edited October 2023

    Waiting also for someone to help us install Predator Sense version 4.00.1644

    It also appeared on the acer website for PH315-55 (without s as people said above) but can't be installed because of the error

    btw i am using i5-12500h processor

  • KhalidSAlhadi
    KhalidSAlhadi Member Posts: 1 New User

    I Use i7-12700H processor and I have same issue.

    I tried to install it manually but still not working.

    waiting for help ^_ ^

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