Predator Helios 500 random Freezing

24

Answers

  • sri369
    sri369 ACE Posts: 2,774 Pathfinder
    edited October 2018
    Undervolting guideline... pick the lowest yours can run, and add 5-10% to it. For example, mine runs on -138 + 5-10% = approx 125. So my UV is set at -0.125. And after you set it, run a heavy benchmark for atleast 3-5 minutes to ensure it doesn't freeze.
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  • Kozidis
    Kozidis Member Posts: 23 Networker
    Hello i have exact the same issue my new Helios 500 freezes in very first day 3,4  times happens.Any help? 
  • CSHPicone
    CSHPicone Member Posts: 9

    Tinkerer
    Well, I got my computer back today.  Acer decided that the best way to fix my computer would be to reset windows, despite the fact that Harvey Norman had sent them a note with the computer informing them that I had already taken that step.  When I turned the computer on, I had to go through the windows setup process, which means they also didn't test the computer to see if it was working after "fixing" it.  Unsurprisingly, the computer is still freezing and crashing constantly, just as it was before I sent it to them. 

    At this stage, I figure I have two options.

    1) Send the computer to a competent repairer, and send Acer the bill, or

    2) Take them through the ACCC to get my money back, and buy another computer, which obviously won't be an Acer.

    Pretty ***** unimpressed.  
  • Red-Sand
    Red-Sand ACE Posts: 1,892 Pathfinder
    Yep your in grey water here brother, might be better to send it in for replacement then sending it in for repair from anyone else.

    I have had no such issues and the hundreds of other owners (I run a FB group) haven't had this issue either.

    Also the fact that you said those settings in Killer Network Services were already set to "Take No Action" makes no sense as its not setup like that from factory and no releases to date alter this service at all.

    What reset method are you using?
    Acer reset or Windows reset?

    If your done doing a factory reset (twice now right?) And the issue persists then why haven't you sent it in for replacement yet?
    It has to be a hardware specific problem as these laptops don't have the issue your referring to.

    Have you tried reseating the RAM?
    - Hotel Hero
  • CSHPicone
    CSHPicone Member Posts: 9

    Tinkerer
    I've tried both the Acer reset and the Windows reset, and have now factory reset multiple times.  

    I did send the computer in under warranty for hardware replacement, they apparently "ran a diagonostic" and detected no faults, so determined it was a software issue, reset windows, and sent it back to me in exactly the same state I sent it to them.

    I haven't tried reseating the ram - I'm not game to open the machine up at all, because I have 12mths warranty and an additional 3 years product care, and don't want to risk voiding any of that (or copping the usual insurance BS of "your warranty is void because you touched the machine" that I've faced in the past).  I'm testing my RAM right now using MemTest86, so far it's on the second pass and hasn't detected any faults.  

    Assuming it freezes/crashes again tonight (and I have no doubt that it will), I'll have to take it back to the shop tomorrow and hopefully they'll actually do their job this time.  Bloody annoying though, I've already been without the computer for a week and spent several days before that trying to fix it, and when it goes back I'll lose it for at least another week.  Not the end of the world, I guess, but pretty ***** frustrating for a 2 month old machine I spent $3500 on.  
  • Red-Sand
    Red-Sand ACE Posts: 1,892 Pathfinder
    Well if your messing with it today try this.

    1. Install XTU
    2. Navigate to this folder C:/Program Data (Hidden)/OEM/Predator Sense/"Your CPU"
    3. Open the "Normal" profile in XTU and change the undervolt offset to 0.
    4. Save the profile or create a new save and export and move the original one to a safe location.
    5. Replace the profile in that folder with the new one.
    6. Shut down (not reboot) then turn on laptop

    See if that fixes it.
    WHEA Uncorrectable Error is very common when undervolt is too low. I thought it was a risky move by Acer to have one built in as each CPU chip reacts to UV differently.

    Let me know if that fixes the shut downs.
    - Hotel Hero
  • Kozidis
    Kozidis Member Posts: 23 Networker
    edited October 2018
    It looks like my problem is with predator sence that freezes my laptop i had if off from windows services and does not freeze almost all day long to the other hand when i turn it on it freezes back again after 2 hours, so whats the point if i have predator sence off ? Any Solution? 
  • Red-Sand
    Red-Sand ACE Posts: 1,892 Pathfinder
    Kozidis said:
    It looks like my problem is with predator sence that freezes my laptop i had if off from windows services and does not freeze almost all day long to the other hand when i turn it on it freezes back again after 2 hours, so whats the point if i have predator sence off ? Any Solution? 

    Read my above comment on modifying the Predator Sense undervolt values and try again.
    - Hotel Hero
  • Kozidis
    Kozidis Member Posts: 23 Networker
    Red-Sand said:
    Kozidis said:
    It looks like my problem is with predator sence that freezes my laptop i had if off from windows services and does not freeze almost all day long to the other hand when i turn it on it freezes back again after 2 hours, so whats the point if i have predator sence off ? Any Solution? 

    Read my above comment on modifying the Predator Sense undervolt values and try again.

    It did not change anything if you wanted to check it out
    http://i731.photobucket.com/albums/ww320/kozidis1/2.jpg

  • Kozidis
    Kozidis Member Posts: 23 Networker
    Red-Sand said:
    Kozidis said:
    It looks like my problem is with predator sence that freezes my laptop i had if off from windows services and does not freeze almost all day long to the other hand when i turn it on it freezes back again after 2 hours, so whats the point if i have predator sence off ? Any Solution? 

    Read my above comment on modifying the Predator Sense undervolt values and try again.

    Red-Sand said:
    Kozidis said:
    It looks like my problem is with predator sence that freezes my laptop i had if off from windows services and does not freeze almost all day long to the other hand when i turn it on it freezes back again after 2 hours, so whats the point if i have predator sence off ? Any Solution? 

    Read my above comment on modifying the Predator Sense undervolt values and try again.

    Red-Sand said:
    Kozidis said:
    It looks like my problem is with predator sence that freezes my laptop i had if off from windows services and does not freeze almost all day long to the other hand when i turn it on it freezes back again after 2 hours, so whats the point if i have predator sence off ? Any Solution? 

    Read my above comment on modifying the Predator Sense undervolt values and try again.

    It did not change anything if you wanted to check it out


    I want to let you know that I have fix it with the XTU undervolt to 0 it does not crashes for 2 days now with normal Profile on predator sence but when i use the Fast or Overclock it crashes back only works on normal btw thank you 

  • Arhol
    Arhol Member Posts: 14

    Tinkerer
    Small update,i also send my pc to acer service...was working fine for 2 weeks,exactly also thing they did was windows reset,yet it started freezing again,be it idle,gaming or anything,1 freeze yesterday,and 3 in a row in like a 30-70 mins....im slowly out of ideas what to do next and im just solely disappointed that there is no definite way to solve this problem.
  • CSHPicone
    CSHPicone Member Posts: 9

    Tinkerer
    Update: I chased up Acer via Harvey Norman today since it's been nearly a month and I still don't have a computer. They actually looked at it this time instead of just reinstalling windows again and apparently there's a fault with the battery polymer. The part is allegedly on back order and they're still waiting for it to arrive. Pretty unimpressed.
  • Arhol
    Arhol Member Posts: 14

    Tinkerer
    Hope this time it will work for you and issue will be finally solved.
  • Harrydesai99
    Harrydesai99 Member Posts: 23 Networker
    Guys I received my Helios 500 this morning . I'm in Australia . I will need to monitor freezing based on this forum. Now I have never over clocked or benchmarked any of my previous laptops because my last purchase was Toshiba in 2011. Any guidelines will be appreciated :)
  • Arhol
    Arhol Member Posts: 14

    Tinkerer
    No idea what can be the reason,from last freezes i updated  most drivers and bios,also did undervolt thingy mentioned above,dunno if this actually helped or is working fine on its own,at least no freezes this week,ill keep monitoring how it works.
    Overall it sounds like some factory defect,but since  warranty service not found anything last time i dont know what to think about it,hope sending it 2nd time wont be necessary.
  • CSHPicone
    CSHPicone Member Posts: 9

    Tinkerer
    Sounds like you have the exact same issue I had. 

    I have a new computer now, by the way. Acer took so long to deal with it (still waiting on parts) that Harvey Norman gave me a full refund including product care.
  • Arhol
    Arhol Member Posts: 14

    Tinkerer
    XTU thing not helped,will wait a bit again,but im considering to sending it to service again.
    Any updates from someone? Like anyone solved problem permanently?
  • Arhol
    Arhol Member Posts: 14

    Tinkerer
    edited December 2018
    I sent pc to warranty service for 2nd time,and again...only thing which  was done windows reset,pc got "fixed" literally in one day and they think it works fine,so i dont know if this is just sloppiness or i cant describe it properly (apparently they were not able to recreate error after 24h,even when i included previous repair report where it was mentioned that is random and sometimes it take even a week without freeze.
    At thit point im kinda desperate and out of ideas,what i can do to diagnose/find problem properly   (if it will appear again,and i have feeling it will happen) .
    So far i tried
    Bios update
    windows updates, multiple resets
    predator sense update
    all possible drivers update from acer 
    gpu drivers update
    Hdtune 2,55 
    Killer network disabling (i think it was mentioned at previous page of topic)
    undervolt/xtu thing. 
    other thing which i can try is to  (just in case if error will appear again) is reclamation through shop which sold me predator or sent it to outside service. 
    I have bit mixed feelings about overall case and problems.
    (sorry for post under post)
  • fejerm
    fejerm Member Posts: 97 Fixer WiFi Icon
    By freezing you mean that you need to turn off the laptop or it just stops for 1 second?
    Which BIOS do you have? 1.06, 1.14 or 1.16 ? If you have newer BIOS, did you try rolling back to 1.06 ?

    Predator Sense sets -125mV undervolt by default, most 8750H chips should not have a problem with this amount of UV, if you get WHEA error, than either something else is up or you got a really, really bad quality CPU. 

    Try playing on BIOS 1.06 and without Predator Sense and with the Acer default 388.92 VGA driver. You can set FAN BOOST mode in the Acer Quick Access, no need to install Predator Sense for that. 
    Newest drivers are not always the best and there might also be a difference between desktop and laptop versions. For example I have played Rise of the TOmb Raider with dekstop and laptop variants of 417.01 and both gave the same FPS, however the laptop variant gave blue screen at a random point. 

    ALso, do a clean install of 1809, Microsoft has worked out most of the bugs now. 

    tl;dr: If your laptop still freezes on BIOS 1.06+no PS+VGA driver 388.92+Windows 10 1809 than you have a hardware issue for sure. 


    My modded Acer Predator G5-793:
    http://forum.notebookreview.com/threads/acer-predator-g5-modding.826771/


  • Arhol
    Arhol Member Posts: 14

    Tinkerer
    edited December 2018
    I mean hard freeze,only option to make it working again was force reboot on power button.
    Regardless of BIOS,be it 1.06 , 1.14 or 1.16 laptop was getting random freezes.
    Same for gpu drivers,be it newest or older drivers,i were getting freezes.
    Same for windows ,both on 1803 and 1809. It was happening from very first days after i got this. (also 1709 i think? dont remember exact number) 
    No matter which bios,drivers,or windows update. 
    Thanks for advice tho,ill try your version.

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