Brand New Acer Helios 500 (Ryzen version) - NVMe Port Doesn't Work

ACustomer1234
ACustomer1234 Member Posts: 33 Troubleshooter
edited November 2023 in 2018 Archives
I just bought a new laptop:  Acer Predator Helios 500 PH517-61-R0GX

It has 2x M.2 slots, the first (which is marked as SLOT2) has an existing NVMe drive in it, 256GB from the factory which has the OS.  I have a 1TB SATA SSD plugged in via the SATA6G cable.

The problem is the second M.2 slot doesn't work at all.  No NVMe drive I put in it is recognized.  I've tried multiple drives but primarily am trying to get a Samsung 970 Pro to work.

The second M.2 slot doesn't work at all.  Even if I put the factory M.2 drive in it, the bios won't recognize it.

HELP!

Answers

  • xapim
    xapim ACE Posts: 7,253 Pathfinder
    edited December 2018
    ACustomer1234 said:
    I just bought a new laptop:  Acer Predator Helios 500 PH517-61-R0GX

    It has 2x M.2 slots, the first (which is marked as SLOT2) has an existing NVMe drive in it, 256GB from the factory which has the OS.  I have a 1TB SATA SSD plugged in via the SATA6G cable.

    The problem is the second M.2 slot doesn't work at all.  No NVMe drive I put in it is recognized.  I've tried multiple drives but primarily am trying to get a Samsung 970 Pro to work.

    The second M.2 slot doesn't work at all.  Even if I put the factory M.2 drive in it, the bios won't recognize it.

    HELP!
    The second m.2 might not support nvme not all models support it that's why it doesnt work it states in the H500 page in small letters
    1 Specifications may vary depending on model and/or region. All models subject to availability.
    https://www.acer.com/ac/en/US/content/predator-series/predatorhelios500

    So i think that port only supports normal m.2 not nvme because its the amd version think the intel version both ports are nvme in some models  but the amd its another different history because the cpu is upgradable they might had to change/save on some other specs as these days none of the laptops have upgradable cpu's they are all soldered

    If u had a search in the forum before you posted you will find loads of posts same as yours next time search first for your issue before opening a duplicated thread it will only confuse everyone even more







    https://www.userbenchmark.com/UserRun/11532543

    UserBenchmarks: Game 43%, Desk 61%, Work 40%
    CPU: Intel Core i5-7300HQ - 63.5%
    GPU: Nvidia GTX 1050-Ti (Mobile) - 41.9%
    SSD: WDC WDS200T2B0B-00YS70 2TB - 71.4%
    HDD: WD WD10SPZX-00HKTT0 1TB - 93.7%
    RAM: Kingston HyperX DDR4 2666 C15 2x16GB - 76.8%
    MBD: Acer Predator G3-572

    I'm not an Acer employee. (just here to help in the best way i can)
    If my answer fixed you issue please accept it for any other users who search for it would find it quickly thanks :)
    If you want to learn more about undervolting/optimizing windows join the Predator fb group and youtube channel:

    Owner/Admin (HOTEL HERO/Red-Sand/Opoka Opoka)
    https://www.facebook.com/groups/PredatorHelios300
    https://www.youtube.com/channel/UCNJwGUHxSJ8FKqAhnOqQuAw
    Acer support:
    https://www.acer.com/ac/en/US/content/service-contact
    http://www.acer.com/worldwide/support/  


  • ACustomer1234
    ACustomer1234 Member Posts: 33 Troubleshooter
    xapim said:
    The second m.2 might not support nvme not all models support it that's why it doesnt work it states in the H500 page in small letters
    1 Specifications may vary depending on model and/or region. All models subject to availability.
    https://www.acer.com/ac/en/US/content/predator-series/predatorhelios500

    So i think that port only supports normal m.2 not nvme because its the amd version think the intel version both ports are nvme in some models  but the amd its another different history because the cpu is upgradable they might had to change/save on some other specs as these days none of the laptops have upgradable cpu's they are all soldered

    If u had a search in the forum before you posted you will find loads of posts same as yours next time search first for your issue before opening a duplicated thread it will only confuse everyone even more


    The second port doesn't even work with the drive it came with.  Nothing works in the second port. 

    I searched the forums, there is no post identical to what I'm looking for.  I don't see any post that indicates the unused port has zero functionality.

    So let me re-state:

    There is a left M.2 port and a right M.2 port.  The left M.2 port has the default M.2 OS drive.  The right M.2 Port has nothing.  The left/default M.2 port is labeled as Port 2, the right port is Port 1.

    I tried 6 total NVMe drives in Port 1.  None are visible to the BIOS.

    I tried the factor M.2 drive into Port 1.  It does not work and is not visible to the BIOS.

    As far as I can tell, absolutely nothing works with Port 1. 

    Please help!
  • xapim
    xapim ACE Posts: 7,253 Pathfinder
    edited December 2018
    I read something somewhere awhile ago not really sure where (i might be wrong tough) that the second port might be deactivated or something and there's no way to fix it this seems to be only in the amd versions seems to be the one with more issues with the pci-e well maybe someone here who owns one can jump in and confirm or not if it works


    https://www.userbenchmark.com/UserRun/11532543

    UserBenchmarks: Game 43%, Desk 61%, Work 40%
    CPU: Intel Core i5-7300HQ - 63.5%
    GPU: Nvidia GTX 1050-Ti (Mobile) - 41.9%
    SSD: WDC WDS200T2B0B-00YS70 2TB - 71.4%
    HDD: WD WD10SPZX-00HKTT0 1TB - 93.7%
    RAM: Kingston HyperX DDR4 2666 C15 2x16GB - 76.8%
    MBD: Acer Predator G3-572

    I'm not an Acer employee. (just here to help in the best way i can)
    If my answer fixed you issue please accept it for any other users who search for it would find it quickly thanks :)
    If you want to learn more about undervolting/optimizing windows join the Predator fb group and youtube channel:

    Owner/Admin (HOTEL HERO/Red-Sand/Opoka Opoka)
    https://www.facebook.com/groups/PredatorHelios300
    https://www.youtube.com/channel/UCNJwGUHxSJ8FKqAhnOqQuAw
    Acer support:
    https://www.acer.com/ac/en/US/content/service-contact
    http://www.acer.com/worldwide/support/  


  • ACustomer1234
    ACustomer1234 Member Posts: 33 Troubleshooter

    The sales information clearly states that there are 2 M.2 nvme ports, so it shouldn't be deactivated.

    Does Acer support read/respond, or is there an email or such I could contact them?
  • ToadThumper
    ToadThumper Member Posts: 9

    Tinkerer
    ACustomer1234 said:

    The sales information clearly states that there are 2 M.2 nvme ports, so it shouldn't be deactivated.

    Does Acer support read/respond, or is there an email or such I could contact them?
    Just curious if you've found a support email to contact. I received a response from an Acer forum poster on the same issue. They posted pictures from the ph517-61 service manual, which as it turns out, is not available for public download! That would have helped answer questions and clear up poor marketing confusion.

    https://community.acer.com/en/discussion/552908/samsung-970-pro-nvme-m-2-not-recognized-predator-helios-500-ph517-61-r0gx/p1

    I ended up returning mine because of this reason and because the factory installed RAM, which I planned on swapping out, is under the keyboard. There's a lot of great features with this laptop on paper. Unfortunately, it's almost like they intentionally made it difficult to optimize. I agree with you about the advertising too. If there are different models, then list the specifications of those models. Anyways, what I've found through forums is that Port 1 is m.2 SATA capable only, and Port 2 is m.2 SATA/NVMe capable. So in order to insert a larger NVMe, you'll have to transfer the OS onto an m.2 SATA drive inserted in Port 1, and then install your new NVMe into Port 2. If you happened to swap out the factory RAM, I'd be curious to hear how easy/difficult it was for you. 

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