Predator Helios PH18-71 black screen and unresponsive- blue screen which said HYPERVISOR_ERROR.

AbbieFruit
AbbieFruit Member Posts: 4 New User
edited June 22 in Predator Laptops

My Predator Helios (PH18-71) laptop blue screened while I was using it, and then the screen went black. I managed to get the laptop to start booting up once, and got the same blue screen which said HYPERVISOR_ERROR.

Now every time I turn it on the backlight turns on but the rest of the laptop is entirely unresponsive. I can't get into the bios either. Does anyone know what this might be and how I can fix it?

[Edited the topic title to include the topic issue.]

Answers

  • Puraw
    Puraw ACE, Member Posts: 17,529 Trailblazer

    Hi, things you can try Update BIOS and drivers (especially chipset and GPU), Disable Hyper-V in Windows if not needed (bcdedit /set hypervisorlaunchtype off). Run memory and disk diagnostics. Check for recent updates or software installs that might’ve triggered the crash. Boot to Safe Mode to check if the system is stable, if no BSOD or errors you have a bad driver that you need to uninstall.

  • AbbieFruit
    AbbieFruit Member Posts: 4 New User

    Hi, thanks for the reply, but I'm completely unable to do anything with the laptop at all, it's completely unresponsive.

  • Puraw
    Puraw ACE, Member Posts: 17,529 Trailblazer

    Hi, boot to Safe Mode, interrupt the booting 3 times by holding down the power button each time for 5 seconds, this will start the recovery process. In advanced select restart settings 4 (Safe mode) and do those 2 commands in Safe mode.

  • AbbieFruit
    AbbieFruit Member Posts: 4 New User

    Hi, I've just tried this but nothing seems to be happening. It's hard to tell when it is booting as there is nothing different except the backlight turning on. I tried doing what you described but the screen is still completely blank. My laptop did make a strange beep sound on one of the restarts but nothing has happened other than that.

  • Axxo
    Axxo Member, Ally Posts: 2,000

    A Predator Helios PH18-71 experiencing a black screen and becoming unresponsive can be frustrating. This issue often indicates a problem with the laptop's power, display, or operating system. Try a hard reset first by holding the power button for 10-15 seconds to force a shutdown, then disconnect the power adapter and battery (if possible), wait 30 seconds, reconnect, and power on. If that doesn't work, consider the troubleshooting steps below.

    Troubleshooting Steps:
    1. Hard Reset:
    As mentioned, this is the first step. Turn off the laptop, disconnect the power adapter and battery (if possible), wait 30 seconds, reconnect everything, and power on.
    2. Check External Display:
    Connect the laptop to an external monitor to see if the display is working. If the external display shows an image, the issue might be with the laptop's screen or its connection to the graphics card.
    3. Boot into Safe Mode:
    If you can access the BIOS (usually by pressing F2 or Del during startup), try booting into Safe Mode to see if the operating system is causing the problem. In Safe Mode, only essential drivers are loaded, which can help isolate the issue.
    4. Check for BIOS Updates:
    If you can access the BIOS, check for available updates on the Acer website. Sometimes, BIOS updates can resolve compatibility issues and improve system stability.
    5. Check for Overheating:
    Overheating can cause a laptop to shut down or display a black screen. Ensure the laptop is well-ventilated and that the cooling system is functioning correctly. If you suspect overheating, try cleaning the cooling vents and fans.
    6. Battery and Charging:
    If the laptop is plugged in, try a different power adapter to rule out a faulty power supply. If the battery is removable, try removing it and booting with only the power adapter.
    7. Seek Professional Help:
    If none of the above steps work, it's recommended to contact Acer support or a qualified technician for further diagnosis and repair.
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