Query Response

[Noxvayl]

I have requested an RMA for a faulty motherboard. 2 DIMM slots refuse to run memory at 2133MHz while the other two run the same memory at 2133MHz without problems.

I have received one reply asking for information about the processor being used which I have responded to. I then made another response correction as the first was hurried and omitted important information I wanted to make sure was included.

I have yet to receive a response. Could someone please check on this for me?

Query 1271696

[Mark@SCAN]

Hi,

We can RMA the board however I would suggest it very unlikely that a fault would be confirmed as there is no guarantee's you will get 4x 2133/2400 sticks working in your board with your CPU.

Also note the memory controller is on the CPU not the motherboard and the memory controller on SNB CPU's is only officially rated at up to 1333mhz. Anything above this is considered as overclocking and obviously your mileage will vary depending on how good the integrated memory controller on the particular CPU you have is. This is further compounded if you have purchased the memory at different times meaning the modules may not all be matched.

Also having checked the memory QVL list for the board you have it only goes up to 1600

Additionally I note you have advised you are using a 2500k CPU which is a 32nm CPU and MSI's website for your board states specifically that the higher memory speeds are supported only by 22nm CPU's

See below:



References:

http://www.msi.com/product/mb/Z77AG4...#specification
http://www.msi.com/file/test_report/TR10_2785.pdf
http://ark.intel.com/products/52210/...up-to-3_70-GHz

[Noxvayl]

According to your screenshot the motherboard using an i5 2500K supports 1066/1333/1600/1866/2133MHz frequencies, the same options the motherboard provides in BIOS for me. You should notice that there are two sections to that support list separated by a comma, the first lot is supported no matter the CPU and the second string only with 22nm processors.

The motherboard refused to boot with 1 stick of memory placed in the farthest two slots from the CPU when set to 2133MHz. If a single stick of memory was placed in the other two slots it booted without failure. 4 sticks of memory set to the XMP profile of 2133MHz wouldn't allow the system to boot either. That should be very easy to test and verify.

I also mentioned that the motherboard IS NOT stable at 1333MHz with 4 sticks of memory installed. I experienced 2 crashes that restarted windows within 2 days of using the memory clocked at 1333MHz. This did not happen with only 2 sticks of memory installed.

All tests were with factory optimised defaults with the exception of memory XMP profile being enabled. Does that not qualify as a fault? Are you suggesting that even if you get the system to crash it's not covered under warranty.

I can test the motherboard this weekend with an i5 3570K. The same i5 3570K that runs the memory at 2400MHz without fault in a different motherboard.

[Mark@SCAN]

Notice the "*" after anything above 1333 and it specifically states an 22nm i.e. IVB CPU is required to achieve these speeds, even then it is not guaranteed as consider intel will not guarantee anything beyond 1333 with your CPU and only 1600 with a IVB 3570k or similar.

I do not dispute the problem you are having, I do not however believe this to be a fault with the motherboard I think the problems you are having are all down to memory compatibility which unfortunately cannot be guaranteed.

If you disagree I am more than happy to provide a returns number for the motherboard, we would however only test a maximum of 4 sticks @ 1333 with a SNB CPU as the manufacture does not guarantee anything beyond this. Please note that if no fault is found with the motherboard the standard charges would apply.

Regards

[Noxvayl]

I did notice the star ("*") after anything above 1333MHz, however there are 2 sections to the support list separated by a comma and at the end of both sections is a clarification for the star in brackets; The first section clarifies only (OC), the second section clarifies (OC, 22nm CPU required); this indicates that the first list of speeds is supported for 32nm processors and the second only for 22nm processors.

The list can be broken up as follows:

For 32nm CPUs

and the rest for 22nm CPUs


This is even stated explicitly on the website:



Why won't you test at 2133MHz? The test is to validate the motherboard not the CPU, so whether or not the CPU "officially supports" those speeds is irrelevant. You have the resources to be able to see if the CPU will run those speeds on different motherboards and therefore rule out the CPU causing the problem. As a company you even sell systems with memory overclocked (running at 2133MHz) and give them guarantees, you list them as "non-overclocked" as well: http://3xs.scan.co.uk/custom/profess...verclocked-pcs

The i5 4440 only supports 1333MHz and 1600Mhz according to Intel: http://ark.intel.com/products/75038 Same can be said for the AMD processors, they don't officially support 2133MHz yet you sell computers with memory at that speed and list them as non-overclocked.

So you are happy to run memory above the CPU's supported frequencies on systems you sell as "non-overclocked" but you refuse to test faulty components at those speeds. This sounds like double standards to me.

EDIT: The memory is a kit of 4x4GB DIMMs, they were all purchased together as a kit of 4 and are matched. They run perfectly fine at 2400MHz on an MSi Z87-G45 Gaming so I would be happy to say MSi supports my Kingston memory without problems. They were also tested in a Gigabyte Z77-UD3H to make sure the memory is not the problem. All 4 sticks ran at 2400MHz together without fault in both the boards mentioned.

[Mark@SCAN]

Noxvayl,

I do not dispute that we sell overclocked bundles/systems with higher memory speeds but SCAN guarantee this as we test and validate them all before we ship them.

We cannot offer the same guarantee for your individual parts and as the manufacture will only guarantee up to 4x 1333 sticks, we could test with 4x 2133/2400 sticks but if it fails it would not be considered faulty and you would but subject to the normal collection/testing and return charges.

Regards

[Noxvayl]

Please be correct, you sell overclocked systems as non-overclocked systems.

Thanks for clarifying and letting me know before authorising an RMA, I would of been highly annoyed if it was tested as fine and only learnt that you won't test above 1333MHz afterwards.

I will contact MSi directly to see if they hold the same position.

Regards

[Mark@SCAN]

I would of been highly annoyed if it was tested as fine and only learnt that you won't test above 1333MHz afterwards.

Exactly which is why I wanted to be clear, I do sympathize with your problem but in my experience this honestly does not sound like a motherboard fault.

Maybe consider posting on the main SCAN support section then you can get input from others R.E. the problems you are having.

Regards