PH16-71-freezes constantly &randomly freezes while gaming& tried to reinstall the OS but it freezes

sxru
sxru Member Posts: 3 New User
edited December 1 in Predator Laptops

Hi there, I recently purchased the Acer Predator Helios 16. The specs are as follows

Intel i9 13900HX

32GB DDR5 RAM

Nvidia GeForce RTX 4080 (12GB)

1TB SSD

The other day my laptop randomly froze while gaming, screen completely frozen and sound stopped working. I thought it was a one off.

Last night I was downloading a new game on steam, and it froze again, even after 45 minutes it did not work. So, then I tried rebooting which did not work.

I spent a solid 4 hours attempting to fix it. Tried to reinstall windows from cloud, USB drive and local drive but it would freeze during the process and not finish. Additionally, I tried doing a 'keep my files' reset and a hard reset too. After it downloaded, once the screen turned to the windows blue and started counting percentage it froze. This hard reset I tried overnight and it did not work by the morning, still stuck on the 1%.

Sometimes I would get through boot and would get about 30 seconds logged in where I quickly uploaded important files to the cloud. But I can't get to the log in screen anymore.

I check task manager when I was able to log on and saw no massive memory leak or anything like that.

I booted in safe mode a couple times where I tried to disable integrated graphics and see if that fixed it, but it did not.

If anyone could be help me that would be great! It won't even let me boot now. I can get to the bios setup screen though by pressing F2 before it finishes starting up.

[Edited the thread to add model name and issue detail to the title]

Best Answer

  • sxru
    sxru Member Posts: 3 New User
    Answer ✓

    Thank you for your suggestions. I am returning it to the company I bought it from to make sure there is a fault and I will request a refund. I've seen other people had many other problems with this laptop after doing research into my problem unfortunately.

    I'm planning on purchasing a Lenovo legion 7i pro instead. Thank you again :)

Answers

  • sxru
    sxru Member Posts: 3 New User

    Also to mention. I am getting "the computer restarted unexpectedly...." After the failed reset. Trying to boot windows from a usb by making it priority in the boot manager but when I get to the first part (select language settings) it freezes again and I can't do anything.

  • Gertcher
    Gertcher Member Posts: 1 New User

    I was going to suggest you update the graphics driver, only because i had a similar problem with an old laptop. you problems are more complicated. Is it still yours still under guarantee? Get Acer to sort it

  • StevenGen
    StevenGen ACE Posts: 12,280 Trailblazer
    edited December 3

    I suggest that you first do a Hard Reset of your laptop and see if the EC chip, Chipsets and bios are not freezing and the EC chips program is not corrupted. To do this you need to take the main battery out and disconnect the bios battery, at the bios battery mainboard plug (@ A shown below) shot the +&- pins with a metal tweezers or a metal screwdriver to reset CMOS and take the ram out, leave the laptop like that for 1 hour (preferably overnight) and afterwards reconnect all components, if you have 2x ram modules only connect one module and alternate to see if the ram is not the problem, as doing all this will reset the EC, Chipset and bios chips completely and your laptop should not freeze and boot properly .

    RTC/bios battery and plug

    If the freezing symptoms are still there, then that is typical of a faulty EC chip that needs replacing and reprogramming. Take your laptop to an experienced technician (as Acer does not change or program EC chips) Acer only changes mainboards which for a PH16-71 laptop is like USD 2,020.91. Also, it could be that the bios needs updating also to last PH16-71 version 1.16 as the last EC chip bios programming was at bios version 1.08. All this has an effect on your laptops performance and especially freezing so often like your PH16-71 laptop does which is not normal, also check the M.2 SSD boot drive and ram as that could be an issue also.

    The EC chip (at #2 below) on your PH16-71 laptop underside of the mainboard as you look at the laptop when you open the back lid, to change this EC chip the mainboard needs to be taken out, as that is faulty or its program is corrupted and needs looking at or changed.

    Afterwards, install Win-11 version 24H2 and do all the windows updates to get to latest OS build 26100.2454 as of December 2024., as this version of windows also has all the latest drivers for your PH16-71 laptop of the Intel drivers and the NVidia graphics drivers. Good luck and hope this helps you out to solve this annoying problem.

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

  • sxru
    sxru Member Posts: 3 New User
    Answer ✓

    Thank you for your suggestions. I am returning it to the company I bought it from to make sure there is a fault and I will request a refund. I've seen other people had many other problems with this laptop after doing research into my problem unfortunately.

    I'm planning on purchasing a Lenovo legion 7i pro instead. Thank you again :)