Acer Predator Helios 300 - GPU seems to randomly disconnect when I launch world of warcraft

Etchee
Etchee Member Posts: 9 New User
edited November 2023 in 2020 Archives
Hey guys

I've owned a Helios 300 for about 4 weeks. exact model https://www.scan.co.uk/products/156-acer-predator-helios-300-nhq54ek018-144hz-fhd-ips-i7-9750h-8gb-ddr4-1tb-nvme-ssd-6gb-rtx-2060-wi

This week, my GPU has disconnected twice when I enter World of Warcraft. I think it disconnects my fps drops to about 10 (usually 100+) and when I open PredatorSense it doesn't show the GPU temperature. Also in-game you can select which GPU you want the game to run on and it only shows the integrated GPU. Only way to fix it is to shutdown and restart my PC, it's only done it twice and only on World of Warcraft - I don't really play other games so I don't know if it's just WoW causing it.

I have the power plugged in, DXDIAG still shows that the GPU is there, I don't really know what else to do.

I really hope it's nothing bad, I had to sell my PC as I was thrown out of my office by the wife to make it into a bedroom for our child on the way - I paid £1300 for the laptop.

Thank you for reading my issue and any help would be greatly appreciated!

Answers

  • Can you provide the exact model of the notebook? Does the same problem occur when the turbo is disabled in the predator sense?
    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
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  • Etchee
    Etchee Member Posts: 9 New User
    edited June 2020
    Can you provide the exact model of the notebook? Does the same problem occur when the turbo is disabled in the predator sense?
    I don't have turbo enabled and it does it, it hasn't done it for a couple of weeks but it has just happened twice in a row

    The game suddenly freezes for about 5 seconds, I hear a slight static pop from the speakers and it switches to automatically switches to the integrated graphics with about 3 fps instead of 144

    I'm not sure what the exact model is, I attached a link to the laptop in the first post

    Thanks
  • What is the exact model? Exemplo AN515-51-75KZ.
    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em sim! If you liked my answer, mark it as a solution by clicking on yes!
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  • Etchee
    Etchee Member Posts: 9 New User
    edited June 2020
    What is the exact model? Exemplo AN515-51-75KZ.
    Model is Predator PH315-52

    I've just realised I had the Studio drivers installed, I've replaced them with the game ready drivers now - I wonder if this will make a difference
  • Have you already configured the nvidia control panel so that the game is run by nvidia?
    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em sim! If you liked my answer, mark it as a solution by clicking on yes!
    Aceite somente a resposta que ajudou a solucionar o seu problema! Please accept only the response that helped to solve your problem!
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                                                     egydiocoelho Trailblazer
     
    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
    Para usuários da comunidade inglesa, espanhola, francesa e alemã, usarei o google tradutor! :)
    For users of the English, Spanish, French and German community, I will be using google translator! :) 
  • Etchee
    Etchee Member Posts: 9 New User
    Have you already configured the nvidia control panel so that the game is run by nvidia?
    Yes I made set it specifically for the 2060 to run wow, and I tried making it so the 2060 runs constantly even when a game isn't running
  • Does the same problem occur when you disable the turbo booster in the predator sense?
    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em sim! If you liked my answer, mark it as a solution by clicking on yes!
    Aceite somente a resposta que ajudou a solucionar o seu problema! Please accept only the response that helped to solve your problem!
    Detection tool click here to find the serial number or partnumber of your model!                                                          
                                                      
                                                     egydiocoelho Trailblazer
     
    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
    Para usuários da comunidade inglesa, espanhola, francesa e alemã, usarei o google tradutor! :)
    For users of the English, Spanish, French and German community, I will be using google translator! :) 
  • Etchee
    Etchee Member Posts: 9 New User
    Does the same problem occur when you disable the turbo booster in the predator sense?
    I never have the turbo enabled, it runs fine without it
  • xapim
    xapim ACE Posts: 7,253 Pathfinder
    edited June 2020
    Etchee also make sure you have setup the game manually on nvcp (not just setup the global settings but manually settings per game/app sometimes the global wont stick) to run on the dgpu and not the igpu :)

    Also have you optimized your windows properly and undervolted how are your temps fps drops makes me suspect of thermal throttling and check other games also u should get your temps showing on ps properly if not log off back on and open ps or perform a battery power drain or even user any other software like hwinfo or hwmonitor or msi AB your temps shouldnt go above 85'ish for cpu and 70/75 max for gpu if they are above even after optimizing windows and undervolting you need to repaste it with kryonaut or similar if you can without voiding your warranty or contact acer and send it back to get it repasted with stock thermal paste


    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/  


  • Etchee
    Etchee Member Posts: 9 New User
    xapim said:
    Etchee also make sure you have setup the game manually on nvcp (not just setup the global settings but manually settings per game/app sometimes the global wont stick) to run on the dgpu and not the igpu :)
    Hi, I have it set to run on the 2060, however the game will sometimes freeze and the fps will drop to 3. When I go to the game settings the 2060 has disappeared so for some reason it has disconnected, I have to restart to fix this
  • xapim
    xapim ACE Posts: 7,253 Pathfinder
    edited June 2020
    Etchee its a common windows issue/bug with the mobile 2060 gpus (sometimes windows auto removes the device or puts it to powersaving mode for no reason at all) try a battery powerdrain leave it to rest for a few hours to completely discharge all capacitors and then reset bios to setup defaults completely remove the gpu drivers with DDU and reinstall see if the issue persists if so i would advice to backup everything u need a perform a stock recovery clean install ALT+F10 on boot and select remove everything to completely rule out any software issues after this if still persists i wuld point to a hardware fault contact acer and send it to warranty to get it diagnosed

    And as i said check your temps 


    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/  


  • Etchee
    Etchee Member Posts: 9 New User
    edited June 2020
    xapim said:
    Etchee its a common windows issue/bug with the mobile 2060 gpus (sometimes windows auto removes the device or puts it to powersaving mode for no reason at all) try a battery powerdrain leave it to rest for a few hours to completely discharge all capacitors and then reset bios to setup defaults completely remove the gpu drivers with DDU and reinstall see if the issue persists if so i would advice to backup everything u need a perform a stock recovery clean install ALT+F10 on boot and select remove everything to completely rule out any software issues after this if still persists i wuld point to a hardware fault contact acer and send it to warranty to get it diagnosed

    And as i said check your temps 
    Thank you for your help

    The issue hasn't happened today but I'll try that at some point

    I've never seen my GPU go above 80 degrees in predator sense, It seems to stick around 60 degrees when playing wow
  • xapim
    xapim ACE Posts: 7,253 Pathfinder
    edited June 2020
    Etchee gpu should only go 70/75 max 80 its thermal throttling and will need repasting cpu 85'ish max you can thermal throttle on cpu only or gpu or both as i said optimize your windows properly and undervolt and check the results after :)


    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/  


  • Etchee
    Etchee Member Posts: 9 New User
    xapim said:
    Etchee gpu should only go 70/75 max 80 its thermal throttling and will need repasting cpu 85'ish max you can thermal throttle on cpu only or gpu or both as i said optimize your windows properly and undervolt and check the results after :)
    Hi again

    The issue has started happening again, 4 times in a row today

    I removed the drivers and let the battery completely drain before reinstalling but this hasn't worked.

    What do you suggest next? fresh windows install?

    Ty
  • xapim
    xapim ACE Posts: 7,253 Pathfinder
    Etchee i would go for a stiock recovery fresh install if your partition is still there if you had formatted it previously via windows media creation tool mthen can only be done that way 


    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/  


  • Etchee
    Etchee Member Posts: 9 New User
    xapim said:
    Etchee i would go for a stiock recovery fresh install if your partition is still there if you had formatted it previously via windows media creation tool mthen can only be done that way 
    Thanks

    I'm convinced it's software because all other games are fine, even ones with higher requirements than WoW, even WoW classic works fine.

    I was speaking to somebody in discord who had issues with crashes caused by DX12

    I've changed to DX11 and my GPU hasn't died for the first time today - Do you believe it could be an issue with DX12?

    According to this list DX12 isn't supported with the 2060 mobile

    https://www.geforce.co.uk/hardware/technology/dx12/supported-gpus?field_gpu_type_value=notebook-gpus
  • xapim
    xapim ACE Posts: 7,253 Pathfinder
    edited June 2020
    Could be but doesnt make sense the 2060 supports dx12 even the 1050 :) what could be its the game itself doesnt deal with it so good 


    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/