ph16-72 Predator Helios Neo 16 keeps crashing! goes into the "blue screen of death" and restarts

ALirezaFruit · June 20

HI everyone. I have recently bought the ph16-72 (helios neo 16) laptop with i9-14900hx and rtx 4070 gpu. one thing that keeps happening constantly is the laptop crashes and goes into the "blue screen of death" and restarts. i noticed that this only happens in performance mode or turbo mode no matter i run a game or simply install something like visual studio. Can someone please help me and tell me what I'm supposed to do to fix this? is this a hardware issue or software? i have updated both windows and predator sense, it does NOT help. I rolled back the updates and still had the same problem. Please help me.

here a screenshot from bluscreenview:

[Edited the thread to add model name to the title]

[Edited the thread to add issue detail]

Puraw · June 20

https://community.acer.com/en/discussion/707590/acer-predator-helios-neo-16-keeps-crashing

This error points to the graphics drivers being responsible for the BSOD. If you have recently updated the drivers possibly these newer ones are not working well on your system. Boot to Safe mode (Shift+Restart) and check if the system crashes with the Windows Base Video driver, if no issues in Safe Mode I recommend uninstalling the display drivers in Safe Mode with DDU and just reboot, Windows11 will install the latest Acer drivers: https://www.intel.com/content/www/us/en/support/articles/000091878/graphics.html

ALirezaFruit · June 20

https://community.acer.com/en/discussion/comment/1282100#Comment_1282100

Will try it out, thank you very much.

Do you also happen to know why this happens only in performance/turbo mode?

Also, which graphics drivers should I uninstall? Integrated or Nvidia?

Puraw · June 20

https://community.acer.com/en/discussion/comment/1282115#Comment_1282115

I would uninstall both, that will clean-up your driver repository. Temperature will be higher in Turbo boost and Performance Mode, maybe overheating?

ALirezaFruit · June 20

https://community.acer.com/en/discussion/comment/1282117#Comment_1282117

CPU reaches to 100 degrees Celsius, GPU was up to 80-90 degrees I guess. Are these temperatures considered overheating for this model?

ALirezaFruit · June 20

https://community.acer.com/en/discussion/comment/1282100#Comment_1282100

I dont think there is one individual app or driver that is the problem as I just got the BSOD two times and the errors were different than the first one. I guess there is a root problem. Do you have any ideas?

Axxo · June 22

One of the most common errors your computer may experience is the Blue Screen of Death (BSOD) error. This error occurs when the operating system encounters a critical error that it cannot recover from. When this happens, the Windows crashes and displays a blue screen with an error message.

While Windows 11 has been designed to be more stable and reliable than previous versions, there is always a risk of encountering a BSOD error. Various reasons such as software conflicts, hardware issues, or corrupted system files can all cause your computer to bluescreen. Windows 11 includes new features to minimize the risk of BSOD errors, such as improved error handling and more robust memory management. If you encounter a blue screen, you can try the troubleshooting steps below to resolve the issue.

Restart your computer: Sometimes the BSOD is just a temporary glitch, and restarting your computer can resolve the issue.
Check for updates: Make sure that your Windows 11 is up-to-date with the latest updates and patches. Microsoft often releases updates that address security issues and bugs that can cause BSOD.
Run a virus scan: Use Windows Defender or your antivirus software to scan your system for any malware that may be causing the BSOD.
Uninstall recently installed software or hardware: If you recently installed new software or hardware before the BSOD started to appear, try uninstalling it and see if the problem persists.
Restore your operating system: If you are getting persistent BSODs and are unable to identify the root cause of the problem, you can try restoring your operating to factory settings. Make sure you choose the option to Keep My Files so you do not lose your information during this process.

kim27x · August 21

Hello, my Acer Predator Helios Neo 16 i5 13500HX RTX 4050, which I bought in July 2023, has been crashing and getting BSODs for the past two weeks. Could this be related to the Intel 13th/14th gen issue? The crashes started only 2 to 3 weeks ago.

My games don't crash when I play in Quiet mode or when the charger is unplugged, but as soon as I plug in the charger or switch to Balanced/Performance mode, the game crashes and sometimes causes a BSOD.

bosco1234 · 5:35AM

Same for me. But it's more serious for me. Am on Helios Neo 16, PHN16-72-95ZB
GeForce RTX™️4060 8GB(115W) GDDR6
Intel® Core i9-14900HX

BSOD doesn't occur on battery power or 100W supply (low power), CPU temp shows it doesn't heat above 75 degrees celcius (will lag doing work) , but once on 330W power, BSOD happens on Balanced, increasing frequency on Performance and more on Turbo.

Now I am only using Balanced, manually switching the Fan to max (in predator app), to lower the chances of overheating (therefore BSOD). Acer tech support (Singapore) wasn't helpful, keep blaming it on my 3rd party Samsung NVME, and my work application Adobe Lightroom, sending me articles by others writing about their BSOD while using it.

It's my 2nd acer laptop after like 15 years. Knew that it should be an Intel issue, but they way they handle my issue is worrying. Picking on any chances to say it's most probably user fault, and it's not going to be covered under their 3 years on site warranty if they get it back to service centre to check the reason behind BSOD.

Axxo · 6:02AM

Freezing, BSOD, booting and power issues of a laptop from either operating system or hardware issue problems could come from many sources with in a laptop. The basic and first thing is to try and do a reset of your Nitro laptop completely (that is if you are computer savvy and know how to disassemble a laptop?) if you don't and your laptop is under warranty, then take it to your Acer Support. as you need to firstly do a hard reset. As all those symptoms that you have written and described above, are because your Nitro laptop windows or its graphics and other drivers and even a bios update is needed or it could be from other issues or a hardware fault but mostly corrupted drivers etc. that needs to be analyzed by Acer and/or an experienced technician.

Try doing a hard reset:Remove the back case cover (undo the 11 screws) and from the top vents pry the back case open to wards you, as it should open.
Take the RAM out and disconnect the main battery and take it out of the laptop case.
Disconnect the RTC/BIOS battery (which is the little black round battery)
Clean the RAM pins and motherboard plug also, leave both of these batteries disconnected for 5 min to reset the laptop, as pressing the power button for 15 sec doesn't do a hard reset.
Reconnect the RAM first, then the RTC/BIOS battery and then the main battery, boot your laptop up (be patient as this could take up to 2min for your laptop to boot).

All the above steps should boot your laptop up without freezing but and if your OS is corrupted and has driver problems then you need to do a "Reset your PC-Keep my files" and then make sure that you update Windows to its latest updates (would help if you told us, which OS you are running?) update all the Intel integrated graphics, chipset and other drivers (best is to install the Intel® Driver & Support Assistant and scan your laptop) and also make sure that the NVidia graphics drivers are all up to date, as all this appropriately done should stop the software from freezing, otherwise there is a hardware problem that needs either Acer or an experienced technician to look at your Nitro laptop and analyze and fix it. Good luck and hope this solves your problems.

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