recertified Predator Helios 18 (PH18-71-756U) Black screen during Windows update

Bought a recertified Predator Helios 18 (PH18-71-756U) about 10 months ago and didn't think I'd need an extended warranty since I've never had issues with my two previous Acer laptops both of which still work after many years.

A few months after purchase I would have the odd instance where after a reboot, I would log in and the task bar was missing. Opening Task Manager and restarting Windows Explorer usually resolved the issue, though sometimes it took a couple of reboots and restarts of Windows Explorer to fix the issue. I was never sure if this was a Windows 11 problem or something with the machine.

During the July 2024 Windows updates, the machine seems to have died. The updates downloaded, installed, and needed to reboot to complete installation. It got to 30% at which point it triggered a reboot. At that point, all I had was a black screen. I let the machine run a while to see if it was just taking a long time. I have power. The fans are running, but I don't get that initial surge where the fans run at high speed. I also never get the Predator screen. I do get the bar of blue lights that sit in back of the screen.

I unplugged the external power adapter. Removed the bottom of the laptop. Unplugged the battery from the motherboard. Unplugged the CMOS battery. Removed both memory modules. Shorted across the posts for the CMOS battery for five seconds or more. After reassembling everything, no change.

I've tried removing the RAM, removing the SSD, and removing the WiFi card. When I start the machine, all I have is power, fans, and the same lights behind the screen. I've tried a single memory module in one slot, then the other. I've tried the other module in one slot, then the other. I've tried both memory modules in either slot. I've also tried a different SSD.

At this point, unless I'm missing something, I have to assume the BIOS is damaged or the processor is toast.

I'm open to ideas, but I think I need to at least try a new BIOS chip since the machine won't boot from a thumb drive; it never gets that far since it can't load the BIOS. Any idea how I can procure a new BIOS chip? I can't seem to find them online, an I don't have the equipment to program a blank chip.

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

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parrot549

I should probably add I've tried leaving the CMOS battery and main battery unplugged for several hours before reassmbly with no change. I even left it all unplugged for 24 hours with no change after reassembly.

parrot549

After further troubleshooting doing some things that aren't exactly approved of, I got the machine to boot without the M.2 NVMe SSD installed. i can now get into the BIOS, and I can boot from a thumb drive. I installed a Crucial P# Plus 2 TB M.2 NVMe SSD, and the machine starts, but the SSD doesn't show up in the BIOS. I've tried pulling and reinserting the Crucial drive several times but it doesn't show in BIOS.

parrot549

After purchasing a Samsung SSD, the BIOS recognizes the drive, and I'm in the process of installing Windows. I think the whole problem was the original WD Black SSD failed.

StevenGen

https://community.acer.com/en/discussion/comment/1294464#Comment_1294464

I was going to suggest to you that the EC chip of the laptop is shorted and change that chip, as the EC chip governs allot of those boot commands and its programed to do allot of tasks in a laptop like the chipset chip does, but a burned chipset can’t be replaced as they are not available but an EC chips can be replaced and in allot of laptops they short out and are replaced and after they are fitted, they self-program while some need to be programed separately which I don’t know if the PH18-71 EC chip has to be programmed if replaced or it self programs.

Also, did you update to the last bios version 1.16 as that can help also, also with the Acer fitted WD SN810 Black M.2 boot drive, that drive has a firmware update version; v61507100 at Acer support page for the PHN18-71 so maybe the firmware would have fixed these issues, so don’t throw away that M.2 drive as it could be working as it needs a firmware updated for it to work, either do a firmware update with the Acer supplied firmware or install the WD Dashboard as that will update the firmware to the latest from WD also. Good luck and hope this has helped you further.

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

parrot549

https://community.acer.com/en/discussion/comment/1294494#Comment_1294494

Since I was unable to even enter the BIOS with the WD drive installed, I was unable to upgrade from BIOS 1.15 to 1.16 until I installed the Samsung drive and loaded Windows. When I put the original WD drive into an external enclosure, Disk Management doesn't actually see the drive and neither does Diskpart. In Diskpart, I can see the volume, but no partitions on the drive. I also can't see the drive itself when I list disk. However, the Samsung is totally accessible in that same enclosure. Very honestly, I think the WD is toast. It was the hottest day of the year when the July 2024 updates came out, and I don't have A/C. It's possible the drive died from heat. Either that, or SSDs despite all the claims to the contrary, are actually less reliable than mechanical drives from what I read about most well-known name brands. It doesn't seem to matter if the SSD is made by a memory company or a HD company, there seem to be a lot of failures either right out of the box or within a few months. My WD lasted 10 months or so.

StevenGen

https://community.acer.com/en/discussion/comment/1294601#Comment_1294601

Yes, the M.2 SSD drives especially the boot drive gets very hot, I opened my Nitro laptop and was amazed how hot the M.2 boot drive got that it was even too hot to touch, so you are correct that the WD drive could have fried in the heat!

That is why Acer wraps these drives and ram modules with a foil, the M.2 SSD drive has the "FOIL CU W/ MYLAR,GRAPHITE SHEET" and the ram module has the "FOIL COMPOSITE W/ PAD" like in the caption below (that is from the PH18-71 service guide) for your laptop, so try and get these foils or what I've done is got the Thermal Grizzly Minus Pad Extreme pad and stuck it on top of the M.2 drive as that works too to dissipate heat or you can get any thin copper thermal modules that are on the market as they work too.

Highlighted below is the M.2 SSD wrap and the other is a wrap for the ram that has a thermal pad stuck inside for extra cooling that Acer uses on the PH18-71 laptop, these parts can be purchased from Acer in your country or Acer Canada has them or Zandparts sells them for €25.38 (USD 28.04). Good luck and hope this helps you out some more.

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

StevenGen

https://community.acer.com/en/discussion/comment/1294601#Comment_1294601

Acer uses a graphite foil wrap for the M,2 drives and ram modules on the PH18-71 laptop to dissipate heat, so try and get these parts from Acer in your country or they are sold at Acer Canada or Zandparts for about USD $28.00 per sheet, try that or you can buy a thin copper thermal shield from eBay or Amazon also. Good luck and hope this helps you out.

Note: that the M.2 SSD drive does get really hot especially the boot drive that is used most of the time, its amazing how hot they get as when I opened my Nitro laptop, the M.2 drive was so hot that I couldn't touch it, so and if you used the laptop when the ambient room temp was really hot, then that WD Balck SN810 M.2 drive must have cooked which is not unusual from the temp that I experienced these drives get to.

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

parrot549

https://community.acer.com/en/discussion/comment/1294623#Comment_1294623

Thanks. The Samsung SSD I installed has a rather large heatsink. In fact, it barely fits, but it does fit. Near the SSD is an unused standoff that has a black screw in it. It's holding nothing so I removed the screw which allowed the new drive to fit. If the heatsink didn't encase the SSD, it like would have fit without issue.

In summer, my house can get to 95F/35C or a little warmer. Yes, I'm amazed at how hot the SSD can get. I have since purchased a second enclosure, and the WD SSD isn't accessible in that one either. I think it overheated and died. At this point, other than some lost email, I'm back to where I was before all of this happened, an I think my issues is resolved.

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