Triton 500 pt515-51 BSOD during gaming and graphics card getting disconnected

I have the rtx2080 equipped triton 500 pt515-51.

After a few minutes while playing games (mostly rainbow six siege) (it has happened once with gta5 and csgo) the game crashes and the computer stops detecting the dedicated graphics card. It shows up in device manager as a hidden device that is unplugged. Everything switches to the igpu and the dedicated card doesnt come back until i restart a few times. Sometimes when the game crashes there is also a BSOD saying VIDEO_DXGKRNL_FATAL_ERROR.

There is no undervolt or anything on the laptop and i have been using it for a couple of months now so it is a fairly clean install. I upgraded to the newest 1.12 bios and tried uninstalling/reinstalling different nvidia drivers. I also ran an sfc scan and it found a few things and fixed them alas the problem continues. I am also running the laptop in hybrid mode to save battery. I tried switching to dedicated once to see if it fixes the problem but it just makes it so that there is a solid black screen after the gpu gets disconnected.

This problem has been happening for a few weeks now but i cant send my laptop for service for a couple of weeks becuase i need it. I am also hoping to not reinstall windows since there are hard to install cad programs on it.

Accepted answers

Chucho

@Tombik_Doner Try my guide, I hope this fix your problem: https://community.acer.com/en/discussion/586750/if-you-are-having-issues-with-your-nvidia-card-read-this-triton-500#latest

All comments

andylb

Firstly NEVER game in any other mode than High Performance, you have a Gaming Laptop that is designed to game in that manner, the CPU and GPU are severely limited in Hybrid Mode so set your Power Plan to High Performance when on AC. Balanced/Hybrid for when on Battery
Secondly NEVER game on battery alone, your laptop is not designed to game on the battery alone, the most powerful battery cannot supply enough power to run the CPU and GPU at the needed potential to game successfully. You must charge your battery to 100% BEFORE gaming and then KEEP the laptop plugged in while gaming. This is safe for the battery and is how it is designed to be used.

Next download but DO NOT INSTALL the latest Nvidia drivers for your GPU from here https://www.nvidia.com/Download/index.aspx?lang=en-us#

Then download and install DDU https://www.guru3d.com/files-details/display-driver-uninstaller-download.html and boot into Safe Mode then run DDU to do a clean uninstall of any Nvidia Drivers

Next reboot into Normal Mode and install the Nvidia Drivers that you downloaded previously, then please report back

Tombik_Doner

By hybrid mode i meant the MSHybrid mode in the bios allowing the laptop the switch to the igpu when the dgpu isnt being used not the balanced power plan. I did do the ddu driver uninstall and the new driver install. I played for half an hour and no problems so far but sometimes it takes longer for the crash to happen so will report back after further testing.

andylb

Tombik_Doner said:

By hybrid mode i meant the MSHybrid mode in the bios allowing the laptop the switch to the igpu when the dgpu isnt being used not the balanced power plan. I did do the ddu driver uninstall and the new driver install. I played for half an hour and no problems so far but sometimes it takes longer for the crash to happen so will report back after further testing.

Please keep us informed and hopefully it's fixed, if it is the please click YES

vorob

Why shouldn't he install official nvidia drivers? I'm doing so and don't have any issues.

vorob

Tombik_Doner what cpu do you have and what's the manufacturer date on the bottom?

Tombik_Doner

vorob said:

Why shouldn't he install official nvidia drivers? I'm doing so and don't have any issues.

those are the official drivers from the nvidia website

vorob said:

Tombik_Doner what cpu do you have and what's the manufacturer date on the bottom?

i7-8750h 2019/02

andylb

vorob said:

Why shouldn't he install official nvidia drivers? I'm doing so and don't have any issues.

@vorob With respect please reread my post, I told him to download the Nvidia drivers but not to install them until after he had run DDU. Look below

Next download but DO NOT INSTALL the latest Nvidia drivers for your GPU from here https://www.nvidia.com/Download/index.aspx?lang=en-us#

Then download and install DDU https://www.guru3d.com/files-details/display-driver-uninstaller-download.html and boot into Safe Mode then run DDU to do a clean uninstall of any Nvidia Drivers

Next reboot into Normal Mode and install the Nvidia Drivers that you downloaded previously, then please report back

Tombik_Doner

andylb said:

Firstly NEVER game in any other mode than High Performance, you have a Gaming Laptop that is designed to game in that manner, the CPU and GPU are severely limited in Hybrid Mode so set your Power Plan to High Performance when on AC. Balanced/Hybrid for when on Battery
Secondly NEVER game on battery alone, your laptop is not designed to game on the battery alone, the most powerful battery cannot supply enough power to run the CPU and GPU at the needed potential to game successfully. You must charge your battery to 100% BEFORE gaming and then KEEP the laptop plugged in while gaming. This is safe for the battery and is how it is designed to be used.

Next download but DO NOT INSTALL the latest Nvidia drivers for your GPU from here https://www.nvidia.com/Download/index.aspx?lang=en-us#

Then download and install DDU https://www.guru3d.com/files-details/display-driver-uninstaller-download.html and boot into Safe Mode then run DDU to do a clean uninstall of any Nvidia Drivers

Next reboot into Normal Mode and install the Nvidia Drivers that you downloaded previously, then please report back

Sadly it didn't fix the problem i am still getting BSOD's while playing r6 siege.

andylb

Now follow the steps in my Nvidia Control Center walkthrough and incidentally the Nvidia card is a “Discrete” GPU your internal GPU is “Dedicated”

Make sure you do this below and always game on 100% battery BEFORE gaming and KEEP plugged in while gaming, in your Windows Power plan select High Performance when on AC and in Nitrosense make sure High performance is selected under "AC" tab

Go to the Nvidia control center and click Manage 3d settings tab, then click the Global Settings tab and change Preferred Graphics processor from Auto select to your Nvidia GPU, do this by clicking the downward arrow to the right of Auto Select and select the Nvidia GPU. Then under the Program Settings tab select the programs and games that you want to run on the Nvidia GPU. Do the same under the Set PhysX Configuration tab

Chucho

@Tombik_Doner Try my guide, I hope this fix your problem: https://community.acer.com/en/discussion/586750/if-you-are-having-issues-with-your-nvidia-card-read-this-triton-500#latest

Tombik_Doner

@Chucho do i have to delete my data to reinstall windows?

xapim

Tombik_Doner try to setup the games manually via nvcp check below

Also i advise if nothing else works to perform a stock recovery clean install check here but make sure you backup whatever you need first and slelec delete everything not the keep my files because that wont work to rule out any software issues if the issue persists after a clean install i would point to hardware fault at this point i would send it back to get it diagnosed

vorob

I wonder why you all give him advice on how to run an app from dGPU when he already runs it form dGPU, not the Intel.

Tombik_Doner

Chucho said:

@Tombik_Doner Try my guide, I hope this fix your problem: https://community.acer.com/en/discussion/586750/if-you-are-having-issues-with-your-nvidia-card-read-this-triton-500#latest

I tried the steps @Chucho took. I didn't need to reinstall windows. I just stopped win updates, edited the registery and limited the fps (at 145) and have been testing it for a few days so far everything seems to be fine. I really don't have any idea what causes the problem and how the reg edit and the fps cap prevents it but it seems to work. So thank you Chucho.

Tombik_Doner

Well i spoke too soon it crashed again.

emonhaze

Tombik_Doner said:

Well i spoke too soon it crashed again.

Have you found a solution? I having the same issues for a week now and i am really frustrated with triton 500. looking like a waste of money.

Tombik_Doner

emonhaze said:

Tombik_Doner said:

Well i spoke too soon it crashed again.

Have you found a solution? I having the same issues for a week now and i am really frustrated with triton 500. looking like a waste of money.

It ran with no problems after i capped the fps at 120 again. No need for windows reset.

emonhaze

@Tombik_Doner can you tell me what version of windows you are running? I am running 1909 and i think that might be the problem.

emonhaze

@Tombik_Doner can you tell me what version of windows you are running? I am running 1909 and i think that might be the problem.

Tarik

I'm having the exact same problem where the computer crashes and the screen goes black. The sound and keyboard lights are still on, I can hear my friends talking from discord but the screen goes completely unresponsive. It takes a few minutes before I can restart. The exact same problem is also happening on Ubuntu 18.04 with different NVIDIA driver so I'm guessing this is a problem related to the motherboard. Not the NVIDIA driver or Windows. This is really disappointing that we pay a lot of money and can't even play simple games.

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