PO3-655 Display went off and it says 'GPU died' in warranty

Sunnycoast
Sunnycoast Member Posts: 45 Devotee WiFi Icon
edited September 13 in Predator Desktops

Was watching something on the Predator and the display went off.

Checked cables etc.

All lights on etc but no display.

Decided to reboot and continuous long beep followed by two short beeps.

Support says GPU dead (RTX4060).

So will be shipped off for warranty.

Will be two weeks.

Sigh.

Backups in place but Acer doing a fresh install of OS and wiping drives so all apps will need to be added back etc.

[Edited the thread to add issue detail to the title]

Answers

  • It appears that your RTX 4060 GPU has failed, indicated by the continuous long beep followed by two short beeps, which typically signals a hardware issue. Since the GPU is still under warranty, shipping it for repair or replacement is the correct course of action.

    Warranty Process

    1. Shipping Off for Warranty: As noted, the GPU will be shipped off for warranty service, which may take around two weeks.
    2. Fresh OS Installation: Acer will perform a fresh installation of the operating system and wipe the drives, meaning you will need to reinstall all applications afterward.
    3. Warranty Coverage: NVIDIA's warranty covers manufacturing defects and hardware failures within three years from the purchase date. They will either repair or replace the defective product. So, you are lucky that this happens when are under under warranty.

    Recommendations

    • Backup Your Data: Ensure all important data is backed up before the OS wipe.
    • Document Everything: Keep records of your communication with support and shipping details for future reference.

    This situation is frustrating, but following the warranty process should lead to a resolution.

    windows 10/11 optimization guide for gaming 
    Windows 10/11 optimization guide for gaming — Acer Community

    My AN515-43 laptop UserBenchmark-
    https://www.userbenchmark.com/UserRun/51514566
  • Sunnycoast
    Sunnycoast Member Posts: 45 Devotee WiFi Icon

    Yes to above.

    Failures happen but it did surprise me given the computer is not used for gaming and in its first year.


  • I understand your surprise at the GPU failure, especially since your Acer Predator Helios 300 is not used for gaming and is still in its first year of use. Even with light usage, hardware issues can sometimes occur within the warranty period.

    The good news is that NVIDIA's warranty has you covered. Once the repair or replacement is complete, keep an eye on the GPU's performance and temperatures. Consider cleaning the laptop's cooling system regularly to prevent future issues.
    While frustrating, GPU failures are not uncommon, even with light usage. The warranty process should resolve the problem and get you back up and running smoothly.

    windows 10/11 optimization guide for gaming 
    Windows 10/11 optimization guide for gaming — Acer Community

    My AN515-43 laptop UserBenchmark-
    https://www.userbenchmark.com/UserRun/51514566
  • Sunnycoast
    Sunnycoast Member Posts: 45 Devotee WiFi Icon
    edited September 13

    Acer asked for videos/photos of the damage. FML.

    Seriously stupid,

    There is no visible damage. The GPU is dead.

    This is a Predator desktop, not a laptop.

    As for cleaning out dust, the entire PC is cleaned every 6 months and is dust free internally.

    According to Predator Sense the GPU temps never go above 40 C and max temps from HWINFO confirm that. The idle temps of the GPU and case are at 30-35 C and the CPU idles at 35-40, with in use temps around 40-50 C.


    I’ve owned dozens of computers (desktops and laptops) and never had a GPU fail. In fact, I’ve never had a hardware fail with those rigs apart from two hard drives.

  • StevenGen
    StevenGen ACE Posts: 12,142 Trailblazer
    edited September 13

    Sorry to hear that you had this problem with such a new desktop like the PO3-655, unfortunately you can't compare the old hardware with the new hardware's released today as and especially gpu's, the NVidia 30 series gpu's had problems with frying their auxiliary gpu plugs regularly and the new NVidia 40 series are only new and anything could be going wrong, especially from the manufacturers that build these gpus's, also remember that a desktop RTX4060 gpu is not an Acer product so its not Acer fault, so be aware of this also. I'm sure that Acer tech support will replace the appropriate faulty part(s) so that your PO3-655 desktop will perform for many years to come. Good luck/

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

  • Sunnycoast
    Sunnycoast Member Posts: 45 Devotee WiFi Icon

    Dealing with Acer support so far has been horrific.

    They keep asking for videos and photos of the damage. There is no damage ?

    They then asked for a video of the computer not turning on ?


    Anyway, they already have videos of the long beep followed by two short beeps so not much more I can do.

  • Sunnycoast
    Sunnycoast Member Posts: 45 Devotee WiFi Icon

    Computer was apparently shipped back today.

    No shipping notice or case update.

    I asked for case update a few times with the comment case was closed but no other info.

    We were out when it arrived so it was taken to a depot.

    Terrible communication from Acer and I don’t even know if work was done on it,

  • StevenGen
    StevenGen ACE Posts: 12,142 Trailblazer

    Let us know how they fixed it and which Acer is your dealer, as this should be fixed under warranty, so it will be interesting to know.

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

  • Sunnycoast
    Sunnycoast Member Posts: 45 Devotee WiFi Icon

    Plugged in and same issue so has to go back again.

    They replaced the video card, reset BIOS and applied a “software fix”.

  • Sunnycoast
    Sunnycoast Member Posts: 45 Devotee WiFi Icon

    I told them to call back tomorrow as I will think about options overnight.

    Given they failed to repair anything, I may just organise local repair and pay for it myself.

  • Given that the problem persists despite these repairs, I believe it is necessary to send the GPU back for further inspection and resolution. The previous repair did not resolve the underlying issue. Explain them about previous repair and try again .

    windows 10/11 optimization guide for gaming 
    Windows 10/11 optimization guide for gaming — Acer Community

    My AN515-43 laptop UserBenchmark-
    https://www.userbenchmark.com/UserRun/51514566
  • billsey
    billsey ACE Posts: 34,206 Trailblazer

    If they replaced the GPU card and it didn't fix it, then likely the GPU card itself wasn't the problem. If you still aren't able to boot and get the same beep code as before it might be a power issue, especially since they were able to boot it without the beep codes at the repair center. Look at your environment…

    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • Sunnycoast
    Sunnycoast Member Posts: 45 Devotee WiFi Icon

    Nothing has changed in the environment in which the desktop was working fine for almost a year.

    However, BIOS was updated to most current at request of Acer recently. They reflashed the BIOS again and also did a “software fix”. Very little detail in the repair document.

    Service identified faulty video card (dead).

    Maybe as had been said, faulty cards.

    I told support I’m considering options including selling it and do a build myself.

    Acer support experience has left me deflated.

  • GotBanned
    GotBanned Member Posts: 654 Seasoned Specialist WiFi Icon

    Sorry to hear about your problems. If possible, can you try your GPU in another PC to make sure that it is actually not working?

  • Sunnycoast
    Sunnycoast Member Posts: 45 Devotee WiFi Icon

    The first RTX 4060 was marked dead by Acer Service and replaced.

    I’m not going to start messing swapping out GPUs with a rig under warranty.