HELP! ACER HELIOS PH315-52 718Q completely turn off for goods

QuangDuong
QuangDuong Member Posts: 16 Troubleshooter
edited November 2023 in 2020 Archives
Hi all great friends, 
I've been really sad since yesterday night. It all started with all USB ports and headphone jack (all left hand side) which did not work at all, after I repasted and got new thermal pads. I did very carefully, step by step, so not too sure why it happened. Then, following my Google search how to fix the issue, and later rechecked all cables inside, included battery cable. However, this time the laptop completed died, despite of my effort of reset battery process, etc. All battery lights do not flash at all when power cable plugged in. I am so concerned on mainboard would damage somehow? I bought this beautiful laptop as second hand (2nd owner), and currently living in NZ, and everything is very expensive in term of fixing service. 

Please gently advised what I should do next? Contact to Acer NZ support and send the laptop to fix? or should I try my luck somehow with your suggestions? 

Answers

  • before cleaning the fans and replacing the thermal paste, did you disconnect the battery? What happens when you disconnect the USB ports on the left?

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  • batmalin
    batmalin Member Posts: 4,231 Guru
    Well you have already checked all connections and cables so no options left to troubleshoot... you have to contact the service center
    Please click "Yes" if I have answered your question.
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  • xapim
    xapim ACE Posts: 7,253 Pathfinder
    edited June 2020
    QuangDuong if its still under warranty i suggest you contact acer support asap assuming you have the proof of purchase from the first owner one reason why no one should buy laptops second hand you dunno what they have gone through unless you know the owner very well even so i wouldnt chance it if its out of warranty its going to be expensive either way good luck


    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/  


  • QuangDuong
    QuangDuong Member Posts: 16 Troubleshooter
    Hi everyone, thank you so much for all your feedback. I tried extremely hard to talk to Harvey Norman shop (where the first owner bought laptop from) about my case. They finally accept to take my laptop for repair. I don't think their technicians will do the repair, but will send to Acer Care service at NZ (properly in Auckland) for checking and fixing. So, pray hard for everything to be back as normal soon! 
  • When the notebook returns from repair, let us know what the problem was solved.
    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! :)
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  • batmalin
    batmalin Member Posts: 4,231 Guru
    Good luck mate!
    Please click "Yes" if I have answered your question.
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  • QuangDuong
    QuangDuong Member Posts: 16 Troubleshooter
    Hi guys, 

    Just wanna update the situation. According to electronic shop (Harvey Norman) where the first owner bought laptop, they already sent to Acer Care Centre in NZ for fixing from 1 July 2020. I called to Acer Care Centre support phone line many times in the last 4 weeks to get update the repair status, and only received very general answer and advised me to keep waiting, which is not really useful at all. 

    Then, I found the website Customer Self Service from Acer to check with my SNID number, and it seems that my laptop is current locating at the Acer Care Centre Auckland NZ, and waiting for spare parts. Then I called the support team yesterday, and found that the mainboard is dead, so they are waiting for new (spare parts) to come for replacing. 

    My questions are as follows: 
    (a) How long does it take to complete repair the mainboard? 
    (b) Will the new mainboard work similarly like the old one?  

    Was very happy with Acer quality until... this situation happened. Feel very depressed somehow. 

  • xapim
    xapim ACE Posts: 7,253 Pathfinder
    edited July 2020
    QuangDuong i completely understand your frustration but there are always some lemons in the basket when it comes to mass production in any production line firstly the time frame on the parts depends on each country from where the parts are coming from/to according to the covid pandemic there are delays everywhere in the world secondly you will get the same mobo replacement with the same specs as you had (please check carefully when you get it back as in many cases they flash the bios with the incorrect name and you cannot install PS you would need to send it back again to get it fixed)  make sure the correct model its in the bios starting always with the Predator word followed by the model number for ex G3-572 good luck :)


    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/  


  • QuangDuong
    QuangDuong Member Posts: 16 Troubleshooter
    @xapim Thanks for answering to me. Really appreciated. 

    Do you mind to share how to check the Bios? My laptop is Acer Predator Helios 300 PH315-52-718Q. 
  • xapim
    xapim ACE Posts: 7,253 Pathfinder
    QuangDuong you can either check it the bios directly press F2 o boot multiple times to enter the bios or on acer care center inside windows (if installed) keep us posted when u get it  :)


    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/  


  • QuangDuong
    QuangDuong Member Posts: 16 Troubleshooter
    Hi everyone, 

    Just want to update my situation. After a long battle pushing a sales - distributor Harvey Norman in New Zealand (more than 40 days), they finally accepted to replace a new laptop for me. The old laptop was advised to have a mainboard issue, and was unable to fix (or cost too much to fix). Due to having a warranty, I am eligible to get a new replacement. Whilst I am happy with a new laptop, I guess there is a little thing that make me feel unsatisfied which is the new screen laptop (AOU B156HAN13.0). This is a 120hz, but it has ghosting and super poor color production (i.e. 50% sRGBs, 40% Adobe). Not too sure how I would fix it, either buy an external monitor , or replace with 144hz Acer laptop screen because it has 40 pin connector? Any advice, people? 

    Many thanks for all your attention. 
  • Try disabling the lcd over driver on 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! :) 
  • QuangDuong
    QuangDuong Member Posts: 16 Troubleshooter
    Hi egydiocoelho, thanks for your comment. I don't see LCD overdrive on my predator sense app, maybe this function is only available on 144hz? My one is 120Hz, and the exact model number is PH315-52-718Q. The funny thing is the previous model PH315-52-718Q is 60hz screen with good color production, now I got the same model but with 120hz (poor color production). 

  • What is the display model? Can you record a video of the problem?
    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! :)