Oliver
Silver Level Poster
X.M.P Failures: The 3 Month Fix
Hi Guys,
I have been having problems with my machine over the past week or so.
Thursday: On Thursday I had problems with "No Keyboard detected!" I was asked to reset my BIOS, In 2012 I had X.M.P switched on my computer by PCS (Matthew) to resolve a memory/RAM problem
Friday Morning: I booted on my computer only to find a message about overclocking failed, your machine will run 12x slower than normal. I contacted PCS whom told me to reset my BIOS again then reactivate X.M.P.
Friday Afternoon: The problem came back with X.M.P switched on, I called PCS whom told me to switch C1E off and switch the AI tuning to per core basis then save the BIOs.
Saturday Morning: I was able to speak to Darren whom instructed me to flash the BIOS, I went out and purchased a new memory stick to do this with however before i could even get into the BIOS i got the same message about no keyboard being detected and overclocking failed. This prevented me for 3 restarts until i could finally press the BIOS hotkey. I then contacted PCS to ensure they was aware of this and to make sure that flashing the BIOS would be needed. I was also advised to remove the CMOS battery and then insert it back into the machine (which i did, this flashed the settings so we was on defaults again)
Saturday Afternoon: I contacted PCS again after getting another "No Keyboard detected!" message, I first was in contact with Ashley whom explained that their had never been a single record stating my computer or parts had been overclocked by PCS and that I had done it myself without there knowledge. This was not true as Matthew, Tom and Luke saw records of the machine having X.M.P mode being switched on by PCS! Ashley was aggresive towards me and explained that I had to restore defaults and hope they worked, I decided to contact PCS again this time I got thought to Tom whom explained that the Overclocking failed message doesnt mean the machine has been overclocked. He explained the memory had been but apart from that their had been no other changes and had explained. He requested that I switched X.M.P on to the defaults as i did on Friday Afternoon, In additon he said that flashing the BIOS should be done as the last resort so I decided to go ahead and wait to see if the problem had been fixed..
Sunday Morning: I switched on my computer and then after opening a web browser my machine just stopped responding completely. No error logs, nothing until i rebooted and got the same message "overclocking failed!" It seems my processor or motherboard is on the way out. If anyone can help me figure out what the problem is that would be great.
Sunday Afternoon/Evening: I decided to run a mem86+ Test, 7 hours 40 minutes later... 1 Pass 0 errors however the processor was registered as a pentium M clocking in at 0.09ghz. I checked the BIOS after running the tests to ensure the right freqency was set for the memory (1600), I then checked the voltage which was normal according to this spec article
Specs: ASUS® RAMPAGE IV EXTREME: INTEL X79, SOCKET 2011, R.O.G
Intel® Core™i7 Six Core Processor i7-3930K (3.2GHz) 12MB Cache
32GB KINGSTON HYPERX GENESIS QUAD-DDR3 1600MHz X.M.P(8 x 4GBKIT)
14th May 2014
We got our computer back, we opened it up only to find that the X.M.P profile on the memory modules where set to Auto. (the report stated they was switched on at all times.)
15th May 2014
We contacted PCS first we got thought to Mustpher whom explained the problem was due to us overclocking our computer (at first he wasnt even sure what X.M.P was!) he then said we should of purchased an overclocked computer, we told him it was on the invoice but even this wasnt good enough. in the end we decided to recall and got thought to Wayne, Wayne went thought the diagnostics, i explained to him the situation and we ran more extensive tests.
16th May 2014
The computer powered on with the overclocking failed message, i contacted Wayne whom told me to change the X.M.P to profile 2, i checked the BIOS and their was on profile 2. This was the problem as before the BIOS upgrade by darrin the 2nd profile was on display. Wayne asked me to do 4 hours of tests. 10/11 tests passed the 1 test that failed produced an error message showing that the error was due to an incorrect memory clocking frequency. Wayne agreed to send out new RAM and a new CMOS battery however i suggested they would fit it as i was concerned i might void my warranty if i was to do it (especially after the way mustpher had spoken to me!) they agreed and a courier was dispatched.
28th May 2014
2:00pm
I contacted PCS to see how things where going, I got thought to their customer support rep called Zack or Jack. He said their had been no updates on the machine and that it would take 24 hours before it would be looked into as PCS was under lot of computer returns.
2:45pm
I got an email from PCS explaining the following "we have booted on your computer and their has been no issues. we have checked the BIOs and no problems." I then decided to contact PCS to ask had they done the extensive tests we had done and explained to wayne.
2:50pm
I contacted Ashley at PCS he said that PCS did not have any detailed notes on the fault inside the RMA and wanted me to provide the instructions (a 5th time of doing so) on how to do a power wash test and as many details as possible, he explained that the computer had been powered on once and that due to the computer not showing any errors on this single boot that their wasn't a problem. we had data proving that this is incorrect and that their should of been more than one test to determine whether the issue had gone away. they said they would contact Wayne to get the problem escalated.
3:00pm
at 3pm I contacted PCS to see how things where going, I was in contact with Jack whom explained they had looked at the computer and that their was no problems because they had been able to power on the computer a single time and therefore the problem had been fixed, i asked if the problem could be escalated back to Wayne as he was our point of contact on the RMA, he said Wayne would get back to me shortly, he also said that we had provided so much paperwork (hundreds of pages!!) when in fact we provided a couple of emails and a letter with each return explaining the problem and how to recreate it.
4:42pm
Wayne called back explaining he had been on a 2 hour troubleshooting session, he said he had looked at the computer and had powered it on once only to find their was no problems after doing power wash, i asked him had he done it 3-4 times? his response was no he had only done it once so once again we requested that PCS should do 11 tests to be certain the problem has gone away at different intervals, we provided detailed information to recreate the same experiment we did in our lab to provide the error. Wayne said he expected the problem to just show up the first time however was we have explained in the past this simply doesn't happen the problem is an intermittent fault. we even offered to pay the full price for the RAM and the CMOS to try and get them replace however this was declined by PCS.
5:56pm
Upon re-reviewing our case we noticed that no one had mentioned our previous profile 2 error which had originally caused the system instability, we contacted PCS again and got thought to Jack whom said he would pass the information onto Wayne, we are currently awaiting for Wayne to get this information as its critical to ensuring we get our computer back to normal.
29th May 2014
The computer came back with a new Motherboard installed. We did our own tests and at first the computer refused to boot. then when it did we got an overclocking failed message. this is the 3rd time the computer has been returned in the past 4 weeks. Not happy at all.
July 6th 2014
I was able to request a callback with Paul (The Callcenter manager) he said PCS will do all they can to get the computer into a working state. I am currently running driver installations however their has been some minor problems.
Over 3 months our RMA experience
RMA 1: No fault found. upon getting the computer back we was able to recreate the fault ourselves.
RMA 2: No Fault found. Upon getting the computer back we was able to recreate the fault.
RMA 3: No Fault found. Upon getting the computer back we was able to recreate the fault.
RMA 4: Motherboard died during testing, was replaced.
RMA 5: Fault Found with RAM, Was replaced by manager.
RMA 6: RMA 5 damaged in transit, case and hard drives replaced.
RMA 7: POST Speaker + Hard Drives damaged in transit. Downgraded Standard Service (No collection by DPD) No more support from Management (update: Advanced Service has been provided after contacted PCS again via the call center.)
RC/RMA 8: The drive chasis pins had worn out. Requested new parts along side a new OS disk as the previous one had scratched in transit.
Hi Guys,
I have been having problems with my machine over the past week or so.
Thursday: On Thursday I had problems with "No Keyboard detected!" I was asked to reset my BIOS, In 2012 I had X.M.P switched on my computer by PCS (Matthew) to resolve a memory/RAM problem
Friday Morning: I booted on my computer only to find a message about overclocking failed, your machine will run 12x slower than normal. I contacted PCS whom told me to reset my BIOS again then reactivate X.M.P.
Friday Afternoon: The problem came back with X.M.P switched on, I called PCS whom told me to switch C1E off and switch the AI tuning to per core basis then save the BIOs.
Saturday Morning: I was able to speak to Darren whom instructed me to flash the BIOS, I went out and purchased a new memory stick to do this with however before i could even get into the BIOS i got the same message about no keyboard being detected and overclocking failed. This prevented me for 3 restarts until i could finally press the BIOS hotkey. I then contacted PCS to ensure they was aware of this and to make sure that flashing the BIOS would be needed. I was also advised to remove the CMOS battery and then insert it back into the machine (which i did, this flashed the settings so we was on defaults again)
Saturday Afternoon: I contacted PCS again after getting another "No Keyboard detected!" message, I first was in contact with Ashley whom explained that their had never been a single record stating my computer or parts had been overclocked by PCS and that I had done it myself without there knowledge. This was not true as Matthew, Tom and Luke saw records of the machine having X.M.P mode being switched on by PCS! Ashley was aggresive towards me and explained that I had to restore defaults and hope they worked, I decided to contact PCS again this time I got thought to Tom whom explained that the Overclocking failed message doesnt mean the machine has been overclocked. He explained the memory had been but apart from that their had been no other changes and had explained. He requested that I switched X.M.P on to the defaults as i did on Friday Afternoon, In additon he said that flashing the BIOS should be done as the last resort so I decided to go ahead and wait to see if the problem had been fixed..
Sunday Morning: I switched on my computer and then after opening a web browser my machine just stopped responding completely. No error logs, nothing until i rebooted and got the same message "overclocking failed!" It seems my processor or motherboard is on the way out. If anyone can help me figure out what the problem is that would be great.
Sunday Afternoon/Evening: I decided to run a mem86+ Test, 7 hours 40 minutes later... 1 Pass 0 errors however the processor was registered as a pentium M clocking in at 0.09ghz. I checked the BIOS after running the tests to ensure the right freqency was set for the memory (1600), I then checked the voltage which was normal according to this spec article
Specs: ASUS® RAMPAGE IV EXTREME: INTEL X79, SOCKET 2011, R.O.G
Intel® Core™i7 Six Core Processor i7-3930K (3.2GHz) 12MB Cache
32GB KINGSTON HYPERX GENESIS QUAD-DDR3 1600MHz X.M.P(8 x 4GBKIT)
14th May 2014
We got our computer back, we opened it up only to find that the X.M.P profile on the memory modules where set to Auto. (the report stated they was switched on at all times.)
15th May 2014
We contacted PCS first we got thought to Mustpher whom explained the problem was due to us overclocking our computer (at first he wasnt even sure what X.M.P was!) he then said we should of purchased an overclocked computer, we told him it was on the invoice but even this wasnt good enough. in the end we decided to recall and got thought to Wayne, Wayne went thought the diagnostics, i explained to him the situation and we ran more extensive tests.
16th May 2014
The computer powered on with the overclocking failed message, i contacted Wayne whom told me to change the X.M.P to profile 2, i checked the BIOS and their was on profile 2. This was the problem as before the BIOS upgrade by darrin the 2nd profile was on display. Wayne asked me to do 4 hours of tests. 10/11 tests passed the 1 test that failed produced an error message showing that the error was due to an incorrect memory clocking frequency. Wayne agreed to send out new RAM and a new CMOS battery however i suggested they would fit it as i was concerned i might void my warranty if i was to do it (especially after the way mustpher had spoken to me!) they agreed and a courier was dispatched.
28th May 2014
2:00pm
I contacted PCS to see how things where going, I got thought to their customer support rep called Zack or Jack. He said their had been no updates on the machine and that it would take 24 hours before it would be looked into as PCS was under lot of computer returns.
2:45pm
I got an email from PCS explaining the following "we have booted on your computer and their has been no issues. we have checked the BIOs and no problems." I then decided to contact PCS to ask had they done the extensive tests we had done and explained to wayne.
2:50pm
I contacted Ashley at PCS he said that PCS did not have any detailed notes on the fault inside the RMA and wanted me to provide the instructions (a 5th time of doing so) on how to do a power wash test and as many details as possible, he explained that the computer had been powered on once and that due to the computer not showing any errors on this single boot that their wasn't a problem. we had data proving that this is incorrect and that their should of been more than one test to determine whether the issue had gone away. they said they would contact Wayne to get the problem escalated.
3:00pm
at 3pm I contacted PCS to see how things where going, I was in contact with Jack whom explained they had looked at the computer and that their was no problems because they had been able to power on the computer a single time and therefore the problem had been fixed, i asked if the problem could be escalated back to Wayne as he was our point of contact on the RMA, he said Wayne would get back to me shortly, he also said that we had provided so much paperwork (hundreds of pages!!) when in fact we provided a couple of emails and a letter with each return explaining the problem and how to recreate it.
4:42pm
Wayne called back explaining he had been on a 2 hour troubleshooting session, he said he had looked at the computer and had powered it on once only to find their was no problems after doing power wash, i asked him had he done it 3-4 times? his response was no he had only done it once so once again we requested that PCS should do 11 tests to be certain the problem has gone away at different intervals, we provided detailed information to recreate the same experiment we did in our lab to provide the error. Wayne said he expected the problem to just show up the first time however was we have explained in the past this simply doesn't happen the problem is an intermittent fault. we even offered to pay the full price for the RAM and the CMOS to try and get them replace however this was declined by PCS.
5:56pm
Upon re-reviewing our case we noticed that no one had mentioned our previous profile 2 error which had originally caused the system instability, we contacted PCS again and got thought to Jack whom said he would pass the information onto Wayne, we are currently awaiting for Wayne to get this information as its critical to ensuring we get our computer back to normal.
29th May 2014
The computer came back with a new Motherboard installed. We did our own tests and at first the computer refused to boot. then when it did we got an overclocking failed message. this is the 3rd time the computer has been returned in the past 4 weeks. Not happy at all.
July 6th 2014
I was able to request a callback with Paul (The Callcenter manager) he said PCS will do all they can to get the computer into a working state. I am currently running driver installations however their has been some minor problems.
Over 3 months our RMA experience
RMA 1: No fault found. upon getting the computer back we was able to recreate the fault ourselves.
RMA 2: No Fault found. Upon getting the computer back we was able to recreate the fault.
RMA 3: No Fault found. Upon getting the computer back we was able to recreate the fault.
RMA 4: Motherboard died during testing, was replaced.
RMA 5: Fault Found with RAM, Was replaced by manager.
RMA 6: RMA 5 damaged in transit, case and hard drives replaced.
RMA 7: POST Speaker + Hard Drives damaged in transit. Downgraded Standard Service (No collection by DPD) No more support from Management (update: Advanced Service has been provided after contacted PCS again via the call center.)
RC/RMA 8: The drive chasis pins had worn out. Requested new parts along side a new OS disk as the previous one had scratched in transit.
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