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: 11

Tinkerer

edited 10:01AM 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]

Best Answer

  • joaopedroxia14
    joaopedroxia14 Member Posts: 11

    Tinkerer

    edited July 15 Answer ✓

    ORIGINAL TEXT :

    Olá então acho que irei escrever em português, eu acho que o meu ficou resolvido porque o meu crashava logo meia hora depois de começar a jogar e agora nunca me aconteceu. Segundo as imagens que forneci aparentemente o problema estava na driver da placa de rede wireless, aquele drivers foi o Windows update que instalou e parece que está corrompida com com defeito. E existe duas maneiras de resolver. A 1⁰ é instalar o Intel DSA e ele atualiza a placa de rede. A 2⁰ é instalar a driver OEM no site da Acer. Apesar de a versão do site da Acer ser a mesma que a do Windows update, o Windows update tem uma base enorme de drivers da mesma versão e ele pode ter ido buscar uma defeituosa. Enquanto do site da Acer é testada para o nosso modelo em específico. Espero ter ajudado. Alguma dúvida disponha.

    TRANSLATION :

    Hi, so I think I'll write in Portuguese. I think mine was resolved because mine would crash within half an hour of starting the game, and now it's never happened again. According to the images I provided, the problem appears to be with the wireless network card driver. Windows Update installed those drivers, and they appear to be corrupted and faulty. There are two ways to solve this. 1. Install Intel DSA, which updates the network card. 2. Install the OEM driver from the Acer website. Although the version on the Acer website is the same as Windows Update, Windows Update has a huge database of drivers for the same version, and it may have retrieved a faulty one. Acer's website, on the other hand, is tested for our specific model. I hope this helps. If you have any questions, please let me know.

    [The message was translated using Google Translation]

Answers

  • Puraw
    Puraw ACE, Member Posts: 17,882 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: 14,801 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: 11

    Tinkerer

    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: 14,801 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: 17,882 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.

  • joaopedroxia14
    joaopedroxia14 Member Posts: 11

    Tinkerer

    Apparently Acer has a feature on the battery that is smart charging or something. It has an heart in it. I'm using the notebook always plugged in, like a desktop computer.

    image.png
  • joaopedroxia14
    joaopedroxia14 Member Posts: 11

    Tinkerer

    edited July 12
    image.png

    Today the same situation happened again, I went to Events -> Systems and noticed that the error came from netwtw14, which indicated problems with the driver for the Killer(R) Wi-Fi 6E AX1675i 160MHz Wireless Network Adapter (211NGW). This driver was installed by Windows Update, but I will use the driver provided by Acer or by Intel through Intel DSA.

    And yes i have everything updated. (Windows, BIOS - I did yesterday, Nvidia)

  • Puraw
    Puraw ACE, Member Posts: 17,882 Trailblazer

    Hi joaopedroxia14, based on your HWInfo battery report and repeated shutdown behavior, this is more than a one-off firmware bug. The system isn’t registering the battery at all — not through BIOS, Windows ACPI, or even EC telemetry — meaning you're essentially running on AC power alone.

    This raises serious risks:

    • No battery fallback in case of adapter drop
    • System instability from broken hybrid power logic
    • Possible EC or MOSFET fault causing peripheral freezes and fan surges

    This is not expected behavior from a new PHN16-73 with an Ultra 9 + RTX 5070 Ti combo. If a gaming laptop like this fails to recognize the battery from day one and exhibits keyboard freezes + shutdowns under light load, it’s time to stop troubleshooting and start the return process.

    Don’t open the laptop. Don’t wait for more crashes. Send it back for a replacement or refund while you're still within the return window.

  • Rooney1981
    Rooney1981 Member Posts: 3 New User

    Hi! I have exactly the same issues on my predator. It has like a month in my hands and its been pretty frustrating specifically cause i play online games. Did you solve it or they give you a solution? Im also from Portugal btw. Cheers

  • joaopedroxia14
    joaopedroxia14 Member Posts: 11

    Tinkerer

    edited July 15 Answer ✓

    ORIGINAL TEXT :

    Olá então acho que irei escrever em português, eu acho que o meu ficou resolvido porque o meu crashava logo meia hora depois de começar a jogar e agora nunca me aconteceu. Segundo as imagens que forneci aparentemente o problema estava na driver da placa de rede wireless, aquele drivers foi o Windows update que instalou e parece que está corrompida com com defeito. E existe duas maneiras de resolver. A 1⁰ é instalar o Intel DSA e ele atualiza a placa de rede. A 2⁰ é instalar a driver OEM no site da Acer. Apesar de a versão do site da Acer ser a mesma que a do Windows update, o Windows update tem uma base enorme de drivers da mesma versão e ele pode ter ido buscar uma defeituosa. Enquanto do site da Acer é testada para o nosso modelo em específico. Espero ter ajudado. Alguma dúvida disponha.

    TRANSLATION :

    Hi, so I think I'll write in Portuguese. I think mine was resolved because mine would crash within half an hour of starting the game, and now it's never happened again. According to the images I provided, the problem appears to be with the wireless network card driver. Windows Update installed those drivers, and they appear to be corrupted and faulty. There are two ways to solve this. 1. Install Intel DSA, which updates the network card. 2. Install the OEM driver from the Acer website. Although the version on the Acer website is the same as Windows Update, Windows Update has a huge database of drivers for the same version, and it may have retrieved a faulty one. Acer's website, on the other hand, is tested for our specific model. I hope this helps. If you have any questions, please let me know.

    [The message was translated using Google Translation]

  • Rooney1981
    Rooney1981 Member Posts: 3 New User
    edited July 15

    ORIGINAL

    Boas! Muito obrigado pela resposta. Ainda esta manhã fui deixa lo na worten para garantia. Mas vou lá voltar para tentar as opções que me descreves que é uma grande ajuda. O meu ferve imenso e desliga se. E faz exactamente o que descreves a nível de responder o rato e não o teclado antes do shutdown. Ontem á noite foram 3 vezes seguidas. Mais uma vez muito obrigado

    TRANSLATED

    Hi! Thank you very much for the reply. I dropped it off at Worten this morning for warranty. But I'll go back there to try the options you described, which are a great help. Mine boils over a lot and shuts down. And it does exactly what you describe, responding to the mouse and not the keyboard before shutting down. Last night it happened three times in a row. Thank you again.

    [Translated using google]

  • joaopedroxia14
    joaopedroxia14 Member Posts: 11

    Tinkerer

    Eu jogo no minimo 😂, os processadores da Intel são um inferno. Mas como jogo no mínimo não tenho problemas com a temperatura. Se calhar comprar uma placa de ventilação irá ajudar.

    Eu tive a fazer testes com instalação das drivers. Depois do Windows update, instala a drivers da chipset OEM do site da Acer, visto que o Windows update apenas instala algumas partes do chipset. Alguma dúvida estou ao dispor.

  • Rooney1981
    Rooney1981 Member Posts: 3 New User
    edited 9:51AM

    ORIGINAL TEXT :

    Boas! Muito obrigado pela ajuda. Ontem deixei o portátil na worten. A atitude da suposta técnica não foi de todo a melhor, especialmente quando lhe falei na possível ajuda á resolução que tinha visto na net. Portanto neste momento aguardo o contacto deles. A minha pergunta é se não tiveste mais problemas destes desde a atualização que fizeste. É que eu tenho um Omen gaming, portatil tambem, com 5 anos e que ***** o meu jogo sem problema e sem ventilar loucamente, e já joguei com ele sobre o calor de verão e não se queixou. Portanto tou um pouco naquela do já nem sei se quero este portátil 😅. Obrigado pela ajuda mais uma vez

    TRANSLATION :

    Hi! Thank you so much for your help. Yesterday I left my laptop at Worten. The supposed technician's attitude wasn't the best, especially when I told her about the possible help I'd seen online. So, I'm currently waiting for them to contact me. My question is, have you had any more issues like this since the update you did? I have an Omen gaming laptop, also 5 years old, that runs my game smoothly and without excessive ventilation. I've played on it in the summer heat and it hasn't complained. So, I'm a bit at the point where I don't even know if I want this laptop anymore 😅. Thanks again for your help.

    [The message was translated using Google Translation]

  • joaopedroxia14
    joaopedroxia14 Member Posts: 11

    Tinkerer

    edited 10:13AM

    ORIGINAL TEXT :

    É a minha primeira vez que comprei um Predator, o meu último portátil era um ROG e esse deu me imensos problemas.

    Indeciso entre Legion e Predator mas o preço e as especificações desse Predator ficou mais em conta.

    E não tive mais problemas depois de atualizar a drivers de placa de rede, maratona de jogos sem lags, mas claro eu prefiro fluidez no jogo que propriamente qualidade, jogo tudo no mínimo só a resolução a nativa 2560x1600.

    Não tenho nada a queixar, e o problema nem é da Acer mas sim do Windows. Mas isso é comum a qualquer portátil gaming, a não ser que uses Linux 😂.

    Nunca experimentei Omen, visto que ouvi e li no Reddit que eles tinham um mau historial nas dobradiças.

    TRANSLATION :

    This is my first time buying a Predator. My last laptop was an ROG, and that one gave me a lot of problems.I was undecided between the Legion and the Predator, but the price and specs of this Predator were a better deal.I haven't had any more problems after updating the network card drivers, and I've had a lag-free gaming marathon. But of course, I prefer smooth gameplay over quality. I play everything at a minimum resolution of 2560x1600.I have no complaints, and the problem isn't with Acer, but with Windows. But this is common with any gaming laptop, unless you use Linux 😂.I've never tried the Omen, as I've heard and read on Reddit that they have a history of poor hinges.

    [The message was translated using Google Translation]