[PH16-71] Acer Software Component 1.2.107.14 breaks the keyboard backlight

ihorshein
ihorshein Member Posts: 7

Tinkerer

After Windows updates this driver to the latest version 1.2.107.14 keyboard backlight control via PredatorSense breaks.

I tried different versions of the PredatorSense utility, from the newest to the oldest, the result is the same.

The problem is in the driver and its compatibility! 😡

Answers

  • Puraw
    Puraw ACE, Member Posts: 17,244 Trailblazer
    edited June 10

    Hi, check that your BIOS is version is 1.16 dated 2023/12/15 and install the PredatorSense from the Microsoft Store.

    PredatorSense MS Store.jpg
  • ihorshein
    ihorshein Member Posts: 7

    Tinkerer

    BIOS is of course the latest version, a new one hasn't been released for 2 years.

    PredatorSense is not available in the Microsoft Store, it is downloaded exclusively from the Acer support site 😉

  • Puraw
    Puraw ACE, Member Posts: 17,244 Trailblazer

    I got PredatorSense from the Microsoft Store 5 months ago (picture above) but it looks like it is no longer available there. What Windows11 version have you installed?

  • ihorshein
    ihorshein Member Posts: 7

    Tinkerer

    24H2

    The problem is in the driver and its compatibility with something.
    I need Acer support to address this issue, as well as a similar one in another topic

  • Puraw
    Puraw ACE, Member Posts: 17,244 Trailblazer

    The problem may be 24H2, did you clean installed this version or was it automatically updated by "Check for updates"? Consider reinstalling W11 23H2.

  • User_PH16_71
    User_PH16_71 Member Posts: 54 Enthusiast WiFi Icon

    I too use 24H2, PH16-71, latest Win updates, without keyboard backligt issue. So, perhaps the issue is not with 24H2.

  • eGomes
    eGomes Member Posts: 5,644 Guru

    @ihorshein,

    You can try reverting the Acer Agent Service Software Component (HWID = SWC\VEN_1025&DEV_165F) driver to the previous version that was working correctly:

    https://community.acer.com/en/kb/articles/17691-how-to-roll-back-drivers-to-a-previous-version-in-windows-11

  • StevenGen
    StevenGen ACE Posts: 14,457 Trailblazer

    Make sure that you don’t have any Acer apps installed on your laptop included in the support page for your Predator PH16-71 laptop, like the Acer Care Center or Quick Access, as you need to uninstall these apps as they do conflict with your existing Predator Sense functions like and when this “new version 1.2.107.14 keyboard backlight control” driver is installed, try to uninstall this driver in “Windows Update” and see if that fixes the “keyboard backlight control via PredatorSense breaks”. Make sure that you have the last bios version 1.16 installed.

    Also, do not install any other Predator Sense version from other Predator laptops models, only install the version for your PH16-71 which is version5.0.1341. do all that as afterwards and after you have installed the PH16-71 PS version 5.01341 PS it will work and all the RGB functions for your laptop will also work, btw the same thing happened with my PHN16-71 laptops Predator Sense not working, which is virtually the same as yours and after I did all the above PS worked perfectly, so try the above and see if your PS works. Good luck and hope this helps you out.

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

  • Axxo
    Axxo Member, Ally Posts: 1,926

    The Acer Community reports that the Acer Software Component update 1.2.107.14 causes issues with the keyboard backlight control through the PredatorSense utility on some Acer Predator models, specifically the PH16-71. This update seems to prevent users from adjusting the keyboard backlight settings via PredatorSense.

    Problem:
    The keyboard backlight control in PredatorSense is broken after the update.
    Users are unable to adjust the keyboard backlight settings using the utility.
    Affected Models: Predator PH16-71.
    Other Predator models may be affected as well, but the specific models are not explicitly mentioned.
    Troubleshooting Steps:
    Check for older versions of PredatorSense:
    Try installing older versions of the PredatorSense utility to see if they function correctly.
    BIOS Updates:
    Check for BIOS updates from Acer's official website for your specific model, as updating the BIOS can sometimes resolve backlight issues.

    Power Drain:
    Perform a power drain by unplugging all cables, holding down the power button for 30 seconds, and then powering on the laptop. This can sometimes reset hardware and resolve issues.
    Keyboard Shortcuts:
    Ensure you're using the correct keyboard shortcut to toggle the backlight, which is typically Fn + F9 or Fn + F8 (but this can vary by model).
    Windows Power Settings:
    Check your Windows power settings to make sure the keyboard backlight isn't disabled there.
    Consult Acer Support:
    If the issue persists, contact Acer support for assistance, as it could be a hardware issue.
    -----------------------------------------
    If this answers your question and solved your query please "Click on Yes" or "Click on Like" if you find my answer useful.

  • ihorshein
    ihorshein Member Posts: 7

    Tinkerer

    Yes, I rolled back the driver to the previous version

  • Zorapet
    Zorapet Member Posts: 2 New User

    (PH16-71) Same problem here. Woke up the other morning got on my pc clicked check for updates and windows installed this Acer Software Component update (1.2.107.14) I have tried everything from reinstalling windows to testing with 23h2 to 24h2 same result. After a clean reinstall of windows of either version as soon I connect, windows installs this update . This is a new issue as my pc has been working perfect for some time now. Event viewer is reporting open RGB crash after every reboot.

  • Zorapet
    Zorapet Member Posts: 2 New User

    I called tech. support the other day to report this problem. They said someone would be in touch with me soon. All acer in my option needs to do is get with microsoft and have them remove this Acer Software Component update (1.2.107.14) from automatic windows updates.

    Im also seeing that this corrupt update is affecting some nitro pc's as well.

    I would like to also add that I have a factory acer usb out of box restore stick that acer sent me awhile back .