Is there a fix for power plug falling out & often on a 5-day old Predator Helios 18 PH18-72-93VM?

Jagreedo
Jagreedo Member Posts: 4 New User
edited July 21 in Predator Laptops

I have a new Acer Predator Helios Neo 18 that I bought one month ago (June 2024) and when I first started using it there were no issues with the power plug which seemed to fit snug in the power port. After about 5 days, with the computer on my lap on a tray, the power plug would just fall out with just the slightest movement of the laptop.

Ever since then it continues to fall out easily and often. As a temporary solution I have used a zip tie to secure the cord to the tray that I use when I have the computer on my lap, but I shouldn't need to do that.

I am using the factory provided 330W power supply with the 5.5mm x 1.7mm plug that is molded onto the cord. It worked fine for a few days. I have been very gentle with the whole system.

Anyone else having this issue? Is there a fix?

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

Best Answer

  • StevenGen
    StevenGen ACE Posts: 12,499 Trailblazer
    edited July 21 Answer ✓
    https://community.acer.com/en/discussion/comment/1287536#Comment_1287536

    Your Predator PH18-72 laptops either has a faulty DC_IN port or its adapter barrel plug is faulty, if the PH18-72 adapter plug comes out of the DC_IN port like you are describing, it can be a cause of the DC_IN port has a faulty interior clip that this clip should keep the barrel plug snug inside the port. Seeing that your laptop is new, I would recommend that you send the laptop and adapter to Acer Tech Support in your country and get them to fix either the DC_IN port or change your adapter charger to another one of the adapters below, as it must be faulty as the oem adapter plug should fit tightly into the port without it coming lose. Good luck and hope this helps you out.

    Note: that securing clip holding the adapter cable onto the desk and its proximity to the laptop DC_IN port, can cause the port to be damaged whenever the laptop moves as the adapter barrel plug at the laptop is fixed and the moveent of the laptop can damage the laptops DC_IN internal clip of the port, so be aware of that.

    Predator PH18-72 adapter chargers:

    image.png

    DC_IN Jack needs to be checked and changed if faulty

    image.png

    If this answers your question and solved your query please "Click on Yes" or "Click on Like" if you find my answer useful👍

Answers

  • Alejandro_AC
    Alejandro_AC ACE Posts: 13,412 Trailblazer

    Hi @Jagreedo please indicate the exact model of the equipment.
    Make sure that the connector fits completely, that is, the plastic end should be glued to the equipment and the metal part of the 5.5 connector should not protrude, but if the connector is correctly inserted, you should contact the seller or secondly, the Acer warranty services to determine the problem.
    It is strange that this happens, as I mentioned, it is possible that it is not inserted correctly, but if it is not the problem, it is that it has clearance and there is no internal pressure.

    All the best.

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  • FrEaZeR
    FrEaZeR Member Posts: 173 Skilled Fixer WiFi Icon
    edited July 20

    It is kinda time consuming but you should send it back and get another one . Since you`ve been very gentle , are you sure you connected it properly ? i mean it has to go all the way in . (first part going in easily and after that you need to push bit harder untill it makes a "bump" sound and that's it never comes out)

  • Jagreedo
    Jagreedo Member Posts: 4 New User

    Yes, it had a nice snug feel the first few days, almost like it snapped in place, but then after 5 days I was using it and the plug just fell out while it was in my lap. After that, no more snug feel. Yes, I have been plugging it in all the way and double checked when it started getting loose. I've been seeing others post with the same issue, so wondering if they have a solution. One person said they sent theirs in and had the jack replaced, but developed the same issue a few weeks later. Here is a photo of my work-around. I always use a lap table with a cushion and it has a USB port for a tiny desk lamp to plug in, but I never use the lamp. I cut a USB-A plug off an old cord, the drilled 2 tiny holes in it to accommodate a small zip tie.

    20240720_144013.jpg

    The computer model is PH18-72-93VM and power supply is LiteOn Model PA-1331-99 and came with the computer in a factory sealed box. I've been plugging power supply plugs into computer jacks since the 1980s, so I feel confident that I have been inserting it fully and correctly. It never got yanked sideways or anything like that, which is sort of what I would envision as a likely cause for this condition.

  • FrEaZeR
    FrEaZeR Member Posts: 173 Skilled Fixer WiFi Icon
    https://community.acer.com/en/discussion/comment/1287536#Comment_1287536

    I was thinking maybe you weren`t inserting it fully and was falling out 😂 . Mine didn't broke yet but i`m not plugging/unplugging it very often(unless i clean it) since i always keep it on the desk above a cooler . Probably the "clams"(or whatever is holding the cable) inside are getting too loose or breaks . You could buy a "mini extender" which you`ll always keep it plugged and connect it through that , but first you need to fix it .

  • StevenGen
    StevenGen ACE Posts: 12,499 Trailblazer
    edited July 21 Answer ✓
    https://community.acer.com/en/discussion/comment/1287536#Comment_1287536

    Your Predator PH18-72 laptops either has a faulty DC_IN port or its adapter barrel plug is faulty, if the PH18-72 adapter plug comes out of the DC_IN port like you are describing, it can be a cause of the DC_IN port has a faulty interior clip that this clip should keep the barrel plug snug inside the port. Seeing that your laptop is new, I would recommend that you send the laptop and adapter to Acer Tech Support in your country and get them to fix either the DC_IN port or change your adapter charger to another one of the adapters below, as it must be faulty as the oem adapter plug should fit tightly into the port without it coming lose. Good luck and hope this helps you out.

    Note: that securing clip holding the adapter cable onto the desk and its proximity to the laptop DC_IN port, can cause the port to be damaged whenever the laptop moves as the adapter barrel plug at the laptop is fixed and the moveent of the laptop can damage the laptops DC_IN internal clip of the port, so be aware of that.

    Predator PH18-72 adapter chargers:

    image.png

    DC_IN Jack needs to be checked and changed if faulty

    image.png

    If this answers your question and solved your query please "Click on Yes" or "Click on Like" if you find my answer useful👍

  • Jagreedo
    Jagreedo Member Posts: 4 New User

    Thank you everyone for your responses. I have taken a closer look into the power jack (DC_IN Port) and I can see the round cage that StevenGen mentioned. It is indeed, split, and no longer a complete tube-shaped cage. I loathe the thought of shipping this new unit off for repairs now that I have all my software and accounts loaded onto it. Many of my software items require unloading from one computer to authorize loading onto another. What a PITA.

    I will call support to see what my options are. I wish I could take it to a local authorized repair shop, but not sure those even exist these days. Thanks again. StevenGen, your answer was the most useful with your description of the internal "cage" that holds the power plug firmly in place.

    I suspect this problem is not uncommon to this computer model. Seems like a fragile design that is easily broken. I wonder if they have a stronger replacement.

    StevenGen, in response to your cautionary note, I understand. This thing is so heavy that with the rubber gripper strips on the bottom of the computer, it doesn't budge, especially with the edge shoved up against the wrist pad on my lap desk.

  • StevenGen
    StevenGen ACE Posts: 12,499 Trailblazer
    https://community.acer.com/en/discussion/comment/1287610#Comment_1287610

    This laptops DC_IN port does not break like in your case, you must have been unlucky to get a bad port as its never ever happened to me and what you say that "I suspect this problem is not uncommon to this computer model. Seems like a fragile design that is easily broken. I wonder if they have a stronger replacement" very rarely happens, you were just unlucky. Good luck and hope you sort this out and I'm glad to have helped you out somehow.

    If this answers your question and solved your query please "Click on Yes" or "Click on Like" if you find my answer useful👍

  • Jagreedo
    Jagreedo Member Posts: 4 New User

    StevenGen, thanks for your comments. I am hopeful that you are correct about this being just an unlucky occurrence for me. Do you have access to data about the number of port failures regarding this model? My suspicion about this being a fragile design was only after reading several anecdotal reports by others with the same issue on other Predator Helios models, mostly the 300. Not sure if that uses the same DC_IN port or similar design. Anyway, not trying to slam Acer, but occasionally design weaknesses become apparent with time and sometimes there are improved parts to remedy known issues. An issue cannot become known unless people share their experiences. Sorry if you felt my comment was unwarranted.

    So far, otherwise, I love this new laptop, but waiting to do a formal review on Amazon until I resolve this power jack issue. The Acer support page seems to run me in circles when I try to locate a service center near me. No listing of authorized service centers seems to exist, but I will keep trying.

  • StevenGen
    StevenGen ACE Posts: 12,499 Trailblazer
    https://community.acer.com/en/discussion/comment/1288006#Comment_1288006

    Yes, and unfortunately these ports also fail with their soldering pins that come lose which is a quality control issue. Hope you can sort it out as the Predator Helios 18 PH18-72-93VM is a great gaming laptop and probably Acer best big laptop that they have ever made.

    If this answers your question and solved your query please "Click on Yes" or "Click on Like" if you find my answer useful👍

  • Diagro
    Diagro Member Posts: 4 New User

    I'd ask the customer service agent you use, if you can remove the hard drive prior to sending it in for repair.
    (easy to do, several screws and a pry tool)
    Or Purchase a second drive, clone yours to it and then you don't need to worry about installs and the such.

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