Predator Helios 300 PH315-52 crashing

Majdees
Majdees Member Posts: 4 New User
edited November 2023 in 2020 Archives
Hi,
I bought my laptop on Nov-2019 and I immediately upgraded the ram and storage with no problems until a couple of days ago. It started to crash randomly after the screen turns black with little flickering then it reboots. I contacted Acer support and they told me to update the VGA drivers which I did. I also updated the BIOS to 1.11. This did not solve the issue. They told if this doesn't work I'll have to send it to them for repair. Today I connected the laptop to my TV with an HDMI cable to watch a movie. After around an hour and a half the video started stuttering when I checked I found that the laptop screen went black but the movie kept playing. I disconnected the HDMI but then I could not do anything. I tried reconnecting the hdmi cable but nothing appeared on the TV so I had to Hard shutdown the laptop.
What could be the reason? It's really hard to send the laptop to Acer US as I'm living outside the country.

Please help

Answers

  • Try turning off the notebook, disconnecting the power adapter and pressing the power button for 12 seconds to reset the battery. Then, run the memory test on windows. Also check for any errors in the windows event viewer.
    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! :) 
  • Majdees
    Majdees Member Posts: 4 New User
    Try turning off the notebook, disconnecting the power adapter and pressing the power button for 12 seconds to reset the battery. Then, run the memory test on windows. Also check for any errors in the windows event viewer.
    Thanks. I did the power button reset and I ran the memory test and there is no memory problems according to the results. I found an error DistributedCOM Event ID 10010 but this is not related to the crash correct?


  • What models of hardware have you added? Does this problem occur after updating the hardware or after updating the bios?
    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! :) 
  • Majdees
    Majdees Member Posts: 4 New User
    What models of hardware have you added? Does this problem occur after updating the hardware or after updating the bios?
    RAM:
    https://www.amazon.com/gp/product/B06XRBS4Y5/ref=ppx_yo_dt_b_asin_title_o00_s00?ie=UTF8&psc=1

    SSD:
    https://www.amazon.com/gp/product/B0786QNSBD/ref=ppx_yo_dt_b_asin_title_o00_s00?ie=UTF8&psc=1

    I updated the BIOS only yesterday which is after the issue itself.

    The hardware I upgraded immediately after I received the laptop back in Dec-2019 with no issues until now.
  • Scottyat5
    Scottyat5 Member Posts: 35 Die Hard WiFi Icon
    to isolate this kind of problem. Could try using REVA Uninstaller to remove all the graphic drivers in SAFE MODE providing you can get Windows to open. If you are able to get into BIOS, then the CPU's UHD graphics is working, which means that you may have a defective Dedicated GPU. Have you tried replacing the Hard Drive / SSD that has the Windows 10 on it with a known good and working Windows 10.  That would eliminate whether the problem exists in Windows 10 and the Drivers. From there likely that you have a bad GPU.
  • Can you also check if the windows event viewer logs an error?
    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! :) 
  • Majdees
    Majdees Member Posts: 4 New User
    Can you also check if the windows event viewer logs an error?
    No errors there
  • So start by deactivating fastboot in bios and fast startup in windows power options and check if the problem still occurs.
    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! :) 
  • xapim
    xapim ACE Posts: 7,253 Pathfinder
    edited June 2020
    Majdees Personally i wouldnt use crucial at all either hyperx or vengeance only if you want the best perform a memtest to see if you have any errors and  try the stock ram see if the issues persist if you dont have issues with the stock ram u could assume its the ram but if the issues persist i would try a stock recovery clean install ALT+F10 on boot delete everything option (backup whatever u need first) to rule out any software issues and dont let windows update drivers/firmware neither to the latest version its full of bugs or even completely disable updates  good luck.

    PS: if you bought your laptop in the US your warranty its only valid in the US/CA not valid outside u need to have a physical address in the US and it has to be shipped from there in other to get a valid warranty try to find out more by contacting acer support directly 


    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/