Acer Nitro 17 an17-41 randomly freezes. some times while gamingit works fine.

e44alex
e44alex Member Posts: 2 New User
edited December 2023 in Nitro Gaming

Hi. A mounth ago I got my Nitro 17 an17-41 (Ryzen 7840HS, RTX4070). Not so long ago I started receiving random hard freezes. The thing is, I can hardly understand why is this happening, as there are no stable scenarios and triggers. Sometimes I can do a serious gaming sessions for several hours in performance mode and everything is fine. Other days I can go on a Skype call with nothing else running and receive a hard freeze.

I was trying to do some RAM scans and the build-in windows tool tells me everything is fine.

I was also trying to update Win11, NVidia drivers, Nitrosense to the latest available versions. I have even updated BIOS and chipset drivers to the latests versions Acer delivers.

Neither of these actions really solved the problem.

I am not getting BSOD (which is a pity, scince bsod at least shows some error codes), just getting a stuck picture, sometimes black screen. Audio also stops working.

I also see no helpful errors in windows event viewer, that could've help me to trace this issue.

If anyone have any ideas what can cause such behaviour, I would be really grateful to you.

Thanks in advance.

Tech specs for reference:
Model: Acer Nitro 17 AN17-41
CPU: AMD Ryzen 7 7840HS
RAM: 32GB 4800MHz
GPU: NVidia RTX 4070 8GB
OS: Windows 11 23H2
BIOS version: 1.15

[Edited the thread to add issue detail]

Answers

  • Puraw
    Puraw ACE, Member Posts: 13,388 Trailblazer

    Hi Alex,

    Good of you to provide technical information with your question. Open Reliability History in Windows11, check the Problem Reports and open one at the time of freezing, see if there is any reference to video issues, NVIDIA or AMD-Phoneix. I recommend that you first refresh the system image and then check the system files, make sure you are on the internet and open the Command Prompt as Administrator, paste this and press Enter: Dism.exe /online /cleanup-image /restorehealth this should complete successfully.
    Type or paste this in the same Command Prompt window: SFC /scannow This should end with "…..found no integrity violation", rerun SFC if it repaired some files till you see this. If the freezing persists you can either boot to Safe Mode (Shift+Restart in Windows) and work for a few hours offline to see if the freezing stops or directly uninstall your AMD and NVIDIA GPU drivers and let Windows 11 reinstall the latest drivers (don't install anything manually in Windows11, even BIOS will be updated in W11)
    Basically (read the Intel link below for instructions) you uninstall all your display drivers in Safe Mode with DDU freeware and reboot.

    https://www.intel.com/content/www/us/en/support/articles/000091878/graphics.html

  • StevenGen
    StevenGen ACE Posts: 12,155 Trailblazer

    The screen freezes or a Skype call or a black screen and/or intermittent game crashes that you are getting is how things work with especially gaming laptops, as they are highly spec machines and that is how they work, as far as a Skype call its mainly got to do with the web connection, have a look at sites like a news channel that conducts a live interview, as its the same as you get, allot of times the call crashes and they have to reboot, with the games it depends on climatic conditions also and how the laptops cpu and gpu are or have operated pre and during the game that you are playing, your game settings and if they overheat in any way, as they will crash, as a gaming laptop is not a fail proof tool, as there are allot of variables that can crash their functionality which the main cause is heat.

    t

  • eGomes
    eGomes Member Posts: 4,307 Guru

    Welcome @e44alex,

    #1 You can use the BlueScreenView tool to try and examine these BSODs that are occurring on your system.

    #2 Use Windows Reliability Monitor to investigate fault applications. Pressing Win + R > type: perfmon /rel and then press [Enter].

    #3 Download and run the HWiNFO, and examine the readings of all sensors available.

    If possible, post here also a screenshot of Central Processor(s) \ AMD Ryzen and BIOS version table. For us analyze the version of the AMD AGESA and SMU microcode that these Nitro 17 AN17-41 are using.

  • Mikie
    Mikie Member Posts: 11

    Tinkerer

    Probably need to clean install 22h2 I'm seeing no issues same chip

    2x8gb 5600c46

    4060

  • e44alex
    e44alex Member Posts: 2 New User

    Thanks all for your answers.

    I guess, I've partially resolved my problem. I've finished up with clean installation of Windown 10 22H2, then manually installed all drivers, including AMD drivers from their official site.

    For two weeks already it is all good. The only logical explanation I have is Win 11 keeps installing some drivers from it's own update registry, which led me into trouble. I guess, AMD Adrenaline drivers are more stable. I could try to update to Win11, then override drivers with AMD Adrenaline and see if it works.

    Anyway, I guess there is still some bugs with AMD chipsed drivers, as yesterday I caught hard freeze and driver failure with Live Kernel Event 144 - parameter 1 set to 3003. Google says, it is something like USB device failed enumeration, which led to OS stop. I was viewing a video in Media Player (new one). The funny thing is, I can't reproduce it anymore.

    I guess I just have to live with this things, or sell my laptop and buy something else.

  • eGomes
    eGomes Member Posts: 4,307 Guru

    Firmware UEFI / BIOS version 1.19 for Nitro AN17-41 series, available for download:

    https://www.acer.com/us-en/support/product-support/Nitro_AN17-41/downloads?suggest=AN17-41;0

    You can turn off automatic driver updates in Windows:

    https://www.intowindows.com/3-ways-to-disable-automatic-driver-updates-in-windows-11/