I RMA'd a motherboard > No issue found > Exact same problems again!

[alex98uk]

I know what you're thinking, well the issue is obviously with another part... but I replaced every other part!!!

The initial issue was related to the board not powering up after shut down (all the time) and occasionally getting stuck in a boot loop. The POST codes on the board were different each time. The *only* constant was that I knew it wouldn't boot when the num lock, scroll lock and caps lock lights are lit on my keyboard pre-boot.

So, I received the board back.

* I bought a brand new PSU!
* I bought a brand new graphics card
* I tested my RAM on a different board using MemTest86+ for 2 hours... no errors
* I moved the modules to every DIMM... every combo
* I changed the cooler from the Corsair H100 to stock Intel HSF
* I removed the board from the case and ran it on a cardboard box in case of shorting
* I removed every peripheral and extra card (bar DisplayPort monitor, USB keyboard & mouse)
* I cleared the CMOS (CMOS button and battery)
* I switched BIOS 1 to 2
* I changed the power cord
* I changed the plug from a multi-block to mains wall plug

I literally have no idea. The *only* constants are the CPU (Intel 4770k bought through the Intel employee program) and the motherboard. To quote the Scan support staff member I spoke to "I can't remember ever seeing a CPU go wrong".

I feel as though the board was not tested, or not tested in a manner which showed the error. I listened to the support member and he said you used a "restart script" which constantly restarts the board. But, the error (as you can see in the video below!!!) happens when you shut down and attempt to reboot.

Any ideas...? Please help... I spent all my cash buying a new GPU and PSU having been told the board is "fine"...

(Sorry, I forgot the rule of vertical filming -_-)
(The PSU fan is activated at certain loads/temps... hence it's not spinning )

[Mark@SCAN]

Sorry to hear of the continuing problem,

Can you please post your RMA number?

Regards

[alex98uk]

Sure, it is #314330.

Sorry for posting in the wrong section

[Mark@SCAN]

Here are the testing notes from the member of staff who carried out the testing of the returned motherboard:

"Booted fine, loaded BIOS defaults, loaded RAM profile, installed Win8 64Bit and ran rebooted for 50 cycles, didn't fail to POST during any of this."

I note that there were 2 orders placed for 2 identical motherboards, do you get the same problems with the other motherboard when it is tested with the same components?

Regards

[alex98uk]

Here are the testing notes from the member of staff who carried out the testing of the returned motherboard:

"Booted fine, loaded BIOS defaults, loaded RAM profile, installed Win8 64Bit and ran rebooted for 50 cycles, didn't fail to POST during any of this."

I note that there were 2 orders placed for 2 identical motherboards, do you get the same problems with the other motherboard when it is tested with the same components?

Regards

I'm afraid I can't test with the other board, it was an order for a mate who lives about 3 hours from me now He's away with the Army currently and therefore hasn't even begun building!

I've changed everything else bar the CPU and motherboard, so I really can't see any other way. What is strange is that sometimes it works OK. The other day I removed my GPU and it booted fine, but I came back from work yesterday and it was again, failing to boot (as you can see in the video). Rebooting actually worked fine, if you choose "restart", the PC restarts perfectly. It's when you shut down and then attempt to boot again.

I'm really not sure what else it can be bar the motherboard. To quote someone else (for what it's worth...)

"That is not a CPU issue. It is either a bad switch on the power button connection or bad power ok status on the board. That is a motherboard issue if every other component has been replaced. The CPU has nothing to do with the power off then back on cycle, that is all motherboard related."

... I mean, I hope you can see from the video I tried everything! I was eventually running with just RAM, onboard graphics etc...

Is there anything we can do. I already splashed out any money I had on the new PSU and GPU because I was told the board was fine I've been building PC's for a long time, but never been quite as frustrated as this (also i'm moving country soon so I want to sort it asap )

[Mark@SCAN]

We can obviously get the board back and re-test it, if we can replicate the fault we will of course replace/refund the board.

I note the only item on the invoice is the board, were the rest of the components sourced elsewhere?

I am just conscious of us not being able to replicate the fault when we test using our components if there is an underlying compatibility issue with one or more of the parts you have at your end.

Regards

[alex98uk]

We can obviously get the board back and re-test it, if we can replicate the fault we will of course replace/refund the board.

I note the only item on the invoice is the board, were the rest of the components sourced elsewhere?

I am just conscious of us not being able to replicate the fault when we test using our components if there is an underlying compatibility issue with one or more of the parts you have at your end.

Regards

The memory was from a Scan overclocked bundle I bought previously (i7 2600k), the GPU... well is now new, as is the PSU. The 4770k I received through the Intel Employee Program... so yes, everything else was sourced elsewhere. Only the board was from Scan.

If I sent it back, would it help if I sent it back with my memory and CPU... or is this something you cannot accept? My worry is that, again, you cannot replicate it and i'm stuck with another £30 bill for shipping/testing... that would then be £60 overall in testing fees. Add that to a new PSU and GPU and well... I have no money left.

Do you think it'd be better just to cut my losses and buy a different brand of motherboard altogether... because like you, I have a feeling again it'll pass the basic testing :s

I'm kinda stuck here, with a board that intermittently doesn't work and a mounting bill for replacement parts I spent over £2500 in my history with Scan and it's the first time i've had an issue like this

[Mark@SCAN]

If you can return the board in exactly the same condition as sold I can offer a refund as a gesture of goodwill despite the return being made well outside of the normal time frame.

The cost for returning the board would have to be met by yourself however and I would be unable to refund the previous charges made for collection, testing and return unless we are able to replicate the fault.

Please advise.

Regards

[alex98uk]

If you can return the board in exactly the same condition as sold I can offer a refund as a gesture of goodwill despite the return being made well outside of the normal time frame.

The cost for returning the board would have to be met by yourself however and I would be unable to refund the previous charges made for collection, testing and return unless we are able to replicate the fault.

Please advise.

Regards

That's very kind, I will do that please. I am going to purchase an Asus board from yourselves anyway, so if it's easier, you could refund it in a voucher rather than cash?

I understand the situation with the other costs, that is no issue. If you could raise whatever is needed for me to return it, then I can get it back to you via courier asap.

Again, thank you for your help and gesture... I guess it must be a right PITA when you have intermittent faults like these...

Well that's fair I reckon

Very fair.

... and a reason why I continue to use Scan as my primary place for parts (although they need to start stocking Fractal PSU's )

[Mark@SCAN]

You should now find RMA instructions in your inbox.

Unfortunately we do not have a system in place where we can put a credit on your account as such so it will be refunded back to your original payment method.

We would of course appreciate very much if you place the new order for the ASUS board with us fingers crossed for better luck with that board!

Regards

[alex98uk]

You should now find RMA instructions in your inbox.

Unfortunately we do not have a system in place where we can put a credit on your account as such so it will be refunded back to your original payment method.

We would of course appreciate very much if you place the new order for the ASUS board with us fingers crossed for better luck with that board!

Regards

Yep, got it thanks. Will pop it in the post today.

I will purchasing the Asus Z87-PRO from you guys. Always had a good time with Asus boards