Predator Helios Neo 16 AI PHN16-73, KB stopped working, fan ran at maximum and laptop shutdown

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joaopedroxia14
joaopedroxia14 Member Posts: 5 New User
edited July 11 in Predator Laptops

I bought the laptop on July 2nd, and today I was playing Dead Island 2 with the graphics on low, and the following happened: the laptop keyboard stopped receiving my commands, then suddenly the fans went to maximum, and 10 seconds later the computer shut down. Although I could still move the game character with the external mouse, there was no lag or anything, only the keyboard stopped working out of nowhere, and then the computer crashed. I don't know what's wrong with this new laptop, since the drivers were updated via Windows Update and the Nvidia graphics card was updated via the Nvidia app. The laptop is really new and it's already giving me a headache. Can someone help me? There was no warning, and the temps are good 75~ CPU and 70~ GPU.

[Edited the thread to add issue detail]

Answers

  • Puraw
    Puraw ACE, Member Posts: 17,794 Trailblazer

    Hi @joaopedroxia14 ,

    Thanks for sharing all the details—it’s never fun when a new gaming laptop starts acting up mid-session. From what you described (keyboard freeze, fans surging, then shutdown), this sounds like a possible power delivery hiccup or system protection trigger.

    A few things worth checking:

    • Power Adapter Connection: Confirm the barrel plug is fully seated. It’s surprisingly common for systems to draw from battery if the AC adapter isn't securely connected.
    • Adapter Wattage: The PHN16-73 is designed to run best on a 230W adapter. Underspec’d power bricks can cause erratic performance or sudden shutdowns under GPU load.
    • Battery Health: Use PredatorSense or HWMonitor to check voltage levels and overall battery status. If the system dipped into battery during high draw, instability can follow.
    • Keyboard Firmware/Drivers: Odd for just the keyboard to cut out—checking firmware versions or recent driver changes may help.
    • Event Viewer Logs: These can show whether Windows registered any thermal spikes, driver faults, or hardware interruptions right before shutdown.

    That said, given your device is still within the return/refund window (typically up to 2 weeks, sometimes less depending on region or retailer), you may want to contact your seller or Acer Support immediately. Systems showing hardware-level quirks this early often qualify for an exchange or inspection without hassle.

  • StevenGen
    StevenGen ACE Posts: 14,750 Trailblazer

    Send your NEW PHN16-73 wherever you bought your laptop from BACK and either get a replacement laptop or your money back, as this should not be happening with a brand new high end laptop like the PHN16-73 model. DO NOT open the laptop or damage it and send it back in its original packaging, as that is important too, as it will void your warranty or the retailer will not exchange it of give you the money back. Good luck.

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

  • joaopedroxia14
    joaopedroxia14 Member Posts: 5 New User

    I can confirm the barrel is fully seated, because at first time i cannot turn on the laptop because was not fully seated :D.

    My power adapter happens to be 330w and yes, from the look of it, everything seems to be fine, and I use the cable all extended and not all tangled up.

    But yes, it was only the keyboard that stopped working, but the mouse still worked. And the game performance was normal, that is, it wasn't lagging.

    This battery info is from HWInfo.

    image.png

    But this is very strange here

    image.png image.png

    I was liking this laptop more and more.

  • StevenGen
    StevenGen ACE Posts: 14,750 Trailblazer
    edited July 11

    Have you got the last bios 1.05 installed and all the Win-11 version 24H2 and all updates up to OS build: 6100.4652 installed and the NVidia App and the latest Game Ready drivers, as that is important.

    If you have anything wrong with the keyboard, then it could be the actual keyboard that is faulty or the EC chip is freezing and causing the keyboard to malfunction, which it should not be happening to such a new laptop.

    The PHN16-73 is a brand new design from Acer and its got the new Intel Ultra 9 cpu and the new RTX5070Ti gpu and this should not be happening with this new high end gaming laptop design. As I've said above, send your PHN16-73 either back to the retailer that you bought the laptop from or Acer Tech Support in your country, as if these issues starts to go wrong right from the get go, then it will continue to happen.

    Also, be aware that if you leave these issues unfixed and the 12 months Acer warranty runs out , then parts on these new laptops are hugely expensive, so make sure that you get everything fixed before the Acer warranty runs out. Good luck.

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

  • Puraw
    Puraw ACE, Member Posts: 17,794 Trailblazer

    Hi, thanks for sharing the update. Based on our findings and comparison with similar units, this PHN16-73 appears to be using a 330W adapter instead of the standard 230W brick that ships with the PHN16-71 series. While the 330W unit makes sense given the increased power draw of the Ultra 9 and RTX 5070 Ti combo, there's a major concern regarding battery management behavior.

    We've observed zero battery drain under heavy load, even when gaming or benchmarking—suggesting that the system is running purely off AC power, bypassing the battery entirely. This might be fine short-term, but it's abnormal for a laptop with hybrid power logic. Typically, there should be minor draw from the battery under load spikes even with high-wattage bricks.

    Also, HWInfo reports 0% battery wear, which after extended use seems suspect. That might indicate:

    • Firmware-level suppression of battery usage
    • EC misreporting due to adapter mismatch
    • Or potential issues with battery detection circuitry

    In short, while performance seems stable, the atypical power behavior raises questions about longevity, battery calibration, and firmware consistency. I suggest running a battery report, paste this in the command prompt: powercfg /batteryreport and open the report with your Edge browser, press Ctrl + P or right click and select "Print to Microsoft PDF", attach the report to your reply, type @Puraw or use "Quote" when you reply so I will get an alert.