Acer's lack of updates for older models - Nitro sense, Predator sense and AMD driver issues

NHT
NHT Member Posts: 14

Tinkerer

edited January 16 in Predator Desktops

What the F is wrong with Acer? The way they upload, and support the software, bios, and driver is horrible.

The duration of life support of a model is just about 2-3 years, after that, they will not provide any updates for the drivers, apps, or bios.

Which leads to some stupid and annoying situations.

For example, there is a time that LOL game update technology which causes huge visual bugs with AMD integrated graphics. But Acer did not provide any updates about that so users don't know how to fix it and have to use the general drivers from AMD while most of the time users will be advised to use the OEM driver from the laptop manufacturer. Many other brands support their product immediately, and a new driver is released but until now Acer has not released any AMD integrated driver updates.

Another example of how Acer horribly manages its software is Nitro Sense and Predator Sense. Nitro Sense and Predator Sense version 3.0 had a conflict with SQL for a long time but they did not have any updates to fix this problem, they just left it there and then released the newer version which is 4.0 and the latest is 5.0 but it only for 2023 model and above. So the older model like 2022 and before that is completely abandoned.

it is not done yet, they did not just ignore the bug the user has to deal with, but the newer version is full of bugs and unusable, they might be launched but sometimes it does not show any statistics, or can't even control the fan, performance mode or the keyboard lightning.

There is a temporary fix for this problem is to download and install the latest version of Predator Sense but you can't download it from the specific site of your model, you have to download it from a newer model's site. How Tf can normal users know about that?

This is because of Acer's terrible management, they released the new version of the software but did not upload it on the older model's site. Do you know what is interesting? That is the newer version is fully compatible with the older model (PH16-71 vs PH16-72), I'm sure it is compatible because I have installed and they are working. If that model is not supported by the software it will not let you install. So the new version is compatible and might fix some problems but Acer did not let the users of the old model know about it, which left most of them struggling with the huge bug of Acer's horrible software.

Answers

  • StevenGen
    StevenGen ACE Posts: 12,918 Trailblazer

    I've used Acer laptop for a very long time and I can't complain at all, they have performed perfectly and without any problems that i couldn't fix and/or rectify. what you are saying is just not true, as I’ve also reinstalled Nitro and Predator sense many times and I've never ever had any problems updating these Acer software’s whenever Acer released new versions or I had to install them after a clean install, I don't know how and why this software is so problematic with the Nitro and Predator models with so many users.

    It’s the same with the windows software as you might have realized that manufacturers don’t govern the OS specific drivers, as Microsoft does that so efficiently with windows updates, as manufacturers do not need to have any drivers on their site except what their product was released with initially and worked, like Acer has on its support pages, Acer does not even encourage the Linux OS to be installed, but they do list certain laptops that will work with that Linux OS and have specific bios version for this OS. That is how the drivers system works today, as Acer has completely stopped support for the Chrome OS laptops as Acer has left all updates up to Google.

    With the Acer bios, Acer only updates the specific and relevant bios issues and of course gpu firmware and M.2 SSD fire Mawere that is applicable for the best performance of the product and that affect that specific product for 2-3 years, as Acer do not need to support each product for the duration of its life, as it only fixes basic functionality issues.

    For example and with the Intel 13th and 14th Gen cpu’s problems, lets take the model Predator PHN16-71 (which I’m using currently) as an example, Acer have passed on the latest Intel cpu microcode version: 0x35 with this laptops bios version: 1.18 that has fixed the 13th Gen Intel voltage and overheating issues with the i7-13700HX and i5-13-500HX cpu’s, but didn’t fix the i9-13-900HX cpu microcode that this cpu still has and overheats due to a voltage issue problems also, it’s the same with the PHN16-72 with the 14th Gen cpu’s, but they will fix all this eventually. So be aware that Acer does not encourage overclocking and has gone to every step to keep their products updates to function reliably for a long lifespan of their products, hence and why their moto is ‘if it aint broke don’t fi it’! Good luck and hope this helps you out.

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  • NHT
    NHT Member Posts: 14

    Tinkerer

    What do you mean "not true"? What did I get when I lied?

    You install/reinstall on your specific device, but that does not mean it works for everybody. I support thousands of Acer users with thousands of devices in my country, and it is still happening even just yesterday. When I try to download the latest version of Predator Sense on the site of phn16-71, the version is 5.0.1341, and no matter how many times I install and reinstall it, it won't work. Then I have to download from ph18-72, where the latest version is 5.0.1444. Does that already show how poorly Acer uploads/updates their software? While newer models might be able to download the latest version, older models just don’t have it on the website. And don’t say anything like the newer version is only for newer models or that it's not compatible. Phn16-71 is not released too far away from ph18-72. And the software is fully compatible; if it were not, it would not let me install from the beginning. After I installed the latest version of ph18-72 on phn16-71, the problem was solved, and everything worked fine. I solved it because I know the problem of Acer; I know where to find the files, but how can a normal user know? All they can do is download the latest version from the site of their model because that is what Acer tells them to do. But the problem is the latest version on that site is the broken version and only gets fixed by installing the newer version, which is not on the site of phn16-71.

    I didn't need them to support the product until it died, but other brands have a much longer support lifetime than Acer like for 8 or 9 years. The visual bug in the AMD driver, when it conflicts with DX11 of LOL, sometimes makes users unusable, are those basic functionality issues that Acer needs to fix? Let's just pass the limited lifetime support for now. The problem with the AMD driver has been happening since 2020 and a model was released around 2021 that right in the middle of that wide bug, did not receive any AMD driver update even today, users have to download the general driver from AMD to solve the problem.

    The newer versions of Predator Sense and Nitro Sense are full of bugs but the older version and older users are worse because they are stuck with that old version and did not receive any updates. Just look around on this community or on Reddit, and you will see that users usually complaint that Nitro Sense can't launch if they install some SQL version or some Ping reduce software, the nitro sense will get back to work immediately right after sql or some software is uninstalled. That problem was raised about 2020-2022 which was not too long from the time those models were released but they still have not received any updates to fix that conflict of nitro sense with SQL, and it still happens today, just a week ago when I'm supporting an an515-58 user. You might say that Acer will have a very short and limited update duration because it their policy and users agree to it when they buy the product etc. So how about the massive bug that happened during the time of the product when they were just released and did not receive any support? All Acer can do is tell the user to reinstall windows because some bugs of their programs that they abandoned.

    I'm an Acer user and I'm supporting a large community in my country, I did not get anything back from trying to defame them. All I say is the true information that I have acquired during the using experience and support other users.


    https://www.reddit.com/r/AcerOfficial/comments/1aucyyr/predator_sense_download_issues_for_predator/

    https://www.reddit.com/r/AcerOfficial/comments/1hl2re6/predator_sense_didnt_work_after_reinstallation/

  • StevenGen
    StevenGen ACE Posts: 12,918 Trailblazer
    edited January 17

    I’ve never ever had problems with Aspire, Swift software's that I've installed and or the Nitro and Predator laptops with their Sense software's and drivers or on any Acer laptops like you are describing, but with the Nitro as I’ve been using this software for a long time and the Predator Sense which I've just started to use, these monitoring software's bearing has got to do with how you setup your laptop especially a gaming laptop, installing the bios, firmware and windows and all the drivers that you have installed on these laptops, as that is a big factor on how these software monitors and installs onto these laptop, that is the only thing that I can narrow it down to.

    I’m using the Predator Sense version 5.0.1341 (see caption below from Control Panel) on my clean reinstalled Win-11 24H2 OS version: 26100.2894 on my 4 weeks old PHN16-71 and its installed and running perfectly and the same happened when I got my brand new Nitro 5 AN515-56 in 2021 and I reinstalled Nitro Sense about 3 times and it always reinstalled perfectly and that includes all the drivers for these laptops and all the Acer laptops that I’ve owned since 2008, so I’m going back 17 years and I’ve never had any bios or driver problems like you are describing and/or these laptops ever malfunctioned because of a lack of a bios or drivers.

    Predator Sense installed on my Predator PHN16-71

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  • billsey
    billsey ACE Posts: 35,226 Trailblazer

    It's unclear just which models you are asking about. Predator and Nitro models are different, hence the existence of Predator Sense and Nitro Sense as different applications. You reference two PH16 models, which are both laptops, in this desktop thread. You say that newer versions of Predator Sense work with old machines, but we have found that often to not be true. Acer typically provides a version, including some updates, for each model, with different features fo4 different models. Drivers for components like the AMD you reference are typically pushed from Microsoft as part of Windows update, or you can manually get newer drivers from AMD's support site. My Predator is Intel based, as are the laptops I'm currently using the most, so I can't speak to how well AMD handles updates… Just that they do provide them.

    You are correct in that they tend to only provide direct from Acer updates for three years or so, which also is the typical amount of time their customers keep new machines before an upgrade. I don't know if that's calculated to 'help' users decide to upgrade… I know the phone manufacturers use that type of method to force phone upgrades every three years.

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