Software crashes in Helios Neo 16 PHN16-72, CPU temp rises to 85-95°C and crashes within 30 minutes.

Jubayer_713
Jubayer_713 Member Posts: 3 New User
edited October 21 in Predator Laptops

When I open Photoshop and Illustrator on my Predator Helios Neo 16 (i7 14700HX), the CPU temperature rises to 85-95°C and crashes within 30 minutes. After a crash, reopening them keeps the CPU below 65°C and they don't crash. But if I close and reopen them, the temperature spikes again and crashes repeat. My laptop’s BIOS, chipset, and graphics drivers are all up to date.

[Edited the thread to add issue detail]

Answers

  • StevenGen
    StevenGen ACE Posts: 12,480 Trailblazer
    edited October 21

    The Predator Neo PHN16-72 is a high performance gaming and editing laptop that is designed to operate at high temps and temps as high as 110°C before the OS shutdown, so your laptop reaching 89-95°C temps is normal especially with demanding software's like Photoshop and Illustrator that demand extensive cpu and gpu processing.

    The PHN16-72 should NOT shut down even after 30 minutes at those temps as you must be pushing the laptop to its max allowable temps of 110°C before the OS shutdown. If the laptop is under warranty have the laptop checked out by Acer Tech Support in your country as the mobo might be faulty and its sensors are shutting the laptop down.

    Below are the results of what Acer tested the fan rpm to cpu temps values of the PNH16-72 laptop under different modes, so your laptop should perform like below:

    • Turbo Mode tested up to @ 110°C at max fan speed of 2500/5800rpm
    • Performance Mode tested up to @ 110°C at max fan speed of 3800/4100rpm
    • Default Mode tested up to @ 100°C at max fan speed of 3100/3100rpm
    • Quite Mode tested up to @ 100°C at max fan speed of 2300/2600rpm

    I also suggest that you buy a high quality laptop tablet cooler to add additional cooling and assist and pump extra fresh air into the laptop if you game and/or do allot of editing, as the laptop cooler will assist and reduce temps by at least 10-15°C with better cross flow ventilation. Good luck and hope this helps you out.

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  • Jubayer_713
    Jubayer_713 Member Posts: 3 New User

    My PHN 16-72 laptop never shuts down, but Photoshop and Illustrator crash within 30 minutes when the CPU clock speed remains over 4000 MHz. After a crash, if I reopen the software, the CPU temperature stays below 65°C and the clock speed remains below 2000 MHz, with no crashes at these levels. However, when I reopen the software, the CPU temperature raises to 85-95°C and crashes again, repeating this cycle.

  • Axxo
    Axxo Member, Ally Posts: 925

    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.

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  • Jubayer_713
    Jubayer_713 Member Posts: 3 New User

    Now pot player (media player) is also crushing regularly……. should I need to restore my operating system or is there any other solution to solve software crushes. ?

  • Axxo
    Axxo Member, Ally Posts: 925

    Let us do the basic steps first. First of all, we need to find out whether it is a hardware or software issue. Here are some of the steps to speed up or increase the performance your computer.  

    Try windows + r -  on the run window - type msconfig  - click ok  
    click on services
    check - hide all microsoft services 
    click on disable all
    click on startup 
    disable all the startup items 

    click on apply - ok  - restart the computer.     Loading process will be very fast now..Note: You can always enable the services and startup items later or set it to normal startup from selective startup later on the General tab  Try windows + r - on the run window - type appwiz.cpl  - click ok  
    it will show you the list of programs
    remove all the unwanted third party programs. 
    Please don’t remove any drivers.  

    If you are not sure , please don’t remove it.  Try windows + r - on the run window type temp - click ok -  it will show you the bunch of files -  try ctrl + a - select all files - press the shift key and click on delete files Try windows + r - on the run window type  %temp%  - click ok  - It will show you the bunch of files -  try ctrl + a - select all files - press the shift key and click on delete files If you are not able to remove some files - click on skip and then click click on continue.. Try windows + r  - on the run window - type cleanmgr - click ok
    click on all the boxes except recycle bin and thumnail

    Delete the items which are checked Try windows x - on the menu - chose command prompt admin or power shell admin 
    click on yes 
    on the blue or black window  type sfc /scannow 
    It will be running till 100 %Try to do a chrome reset 
    open chrome
    click on three dots on top right corner 
    click on settings

    Scroll down - go to advanced
    click on restore setting to default
    you will see reset settings - cancel
    click on reset settings 
    Open chrome 
    it will work faster nowIf it is still not working then we have to do a refresh and resetclick on start - settings - update and security - recovery - reset this pc - get started or on start - type here to search - type reset this pc - click on reset this pc on the top  - click on get started It will show you keep my files and remove everything
    chose keep my files 
    chose the account - type the password - click on local reinstall - click on reset 
    It will be in progress.. 

    login to computer and start using the computer. 
    If it is still not working click on start - settings - update and security - recovery - reset this pc - get started 
    chose remove everything 
    click on local reinstall - just remove my files - click on reset
    It will be in progressNote:If you do refresh ( keep my files ) -  all your personal files like pictures, music , documents , videos  will still be intact.   Only the applications will be lostIf you do reset  ( remove everything )  - you are doing a factory default.   It will become like a day one computer.    It will wipe out everything and take your computer to day one like a new computer. You can also do the recovery in an alternative way..There are two alt keys on the keyboard.  If you look at the bottom row of keyboard you can see the one on the left side of space bar and the other on the right side of space bar.  The alt key on the right side will be looking like alt, alt gr or alt car. 

    Turn off the computer.  Hold the alt key on the left and tap f10 continuously.   It will go to repair mode. It will show you chose an option, continue, troubleshoot.   If it is not going to repair mode, turn off the computer.  Turn on the computer.  Hold the right alt key ( alt gr or alt car or alt )  and then tap f10 continuously.  It will go to chose an option continue and troubleshoot.It will show you chose an option, continue, troubleshoot

    Go to troubleshoot  -  click on reset this pc
    click on keep my files  ( only applications will be lost )   chose your account and type your password   - click on local reinstall  - click on reset
    It will be in progress If the keep my files option is not working Go to troubleshoot  -  click on reset this pc – click on remove everything – click on local reinstall – just remove my files – click on reset 
    It will reinstall windows. If the just remove my files is not working..

    Go to troubleshoot  -  click on reset this pc – click on remove everything – click on local reinstall – Fully clean the drive – click on reset 
    It will reinstall windows. Note: You can also go to chose an option , continue , troubleshoot by holding the alt key + tapping f10  or alt gr + tapping f10 on the keyboard while turning on the computer.    Once you see the troubleshoot option, you can stop tapping the f10 and stop holding the alt key.    Then you can try the keep my files and remove everything ( just remove by files and fully clean the drive ) by following the steps which was mentioned above. 

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