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Advice needed ocuk returning faulty card to me.

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Ace

Ace

Ace

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I ordered a MSI ATI Radeon HD 5850 Twin FrozR II just before xmas because it was on special, I installed it about 10 days later. I noticed right away when loading up Left 4 Dead 2 that the fan got very noisey, this was in the menu. Then after a few minutes of play the game would stutter, after checking the temps and fan speed in MSI Afterburner I could see that the fan had been running at 100% and the temps were 90-95c. 95c is where the card throttles apparently so that would explain the stuttering in game.

The first thing I did was remove the side of the case and made sure all the case fans were running, case temps were about 32c. This made no difference so I requested an RMA and removed the card. Before boxing it up I tried the card in another machine again with the side off and again it was overheating almost instantly.

Now after waiting a week for it to be repaired or replaced I get a copy and paste email saying it was tested and no problem was found. Not only that I am getting charged £10 for it to be tested. :mad:

Does anyone have an advice on getting this sorted?. :confused:
 
I have sent another webnote but it looks like the card has already been shipped, besides as far as ocuk is concerned the card isn't faulty.
 
So the card has been tested by experts on a system that's not yours and it works fine? That points to your system being at fault. Before you start pointing fingers, try a it out on a fresh installtion of Windows on a seperate partition and see what happens.
 
i'd ask for a complete report detailing their findings and what temps were monitored by OCUK.

you need to compile yours in both machines and report back to OCUK with these.

But it all needs to be done via webnote and not accross the forums otherwise a slagging match over OCUK will develop.

good luck
 
Freddie1980 said:
So the card has been tested by experts on a system that's not yours and it works fine? That points to your system being at fault. Before you start pointing fingers, try a it out on a fresh installtion of Windows on a seperate partition and see what happens.
Click to expand...

that would mean both his systems are at fault. but agree with a fresh instal of windows to double check everything is aok
 
To hit those kind of temps, the heatsink must be badly mounted - I'm surprised if they tested it properly to diagnose the problem you stated, the high temps didn't stand out straight away! Is anything obscuring the fans? Is it in a crossfire setup?

I would ring them or contact them and ask how they deemed the card to be working fine? What temps did they get? Surely for £10, a tester can place a quick description of their test result after spending a few minutes running a GPU intensive benchmark. A one line bit of text would suffice.

In call centres, staff usually have to leave a quick text note for EVERY call they receive on the person's account. It takes seconds. Why can't OCUK get their testers to write a quick note to say how they deemed the card to pass the test?

I'm assuming you haven't tampered with the card yourself in anyway and I don't know all the facts, but on face value I hope you get it sorted Ace. This is a great community and store support system and it would be nice to help you out.
 
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They did list all the games and software they used but it looks like a copy and paste email to me. It doesn't list any temps or anything like that but it does say they used 1920 x 1200 resolution where as I use 1920 x 1080 but doubt that makes much difference.
 
That's good that they did provide some test results, but since they didn't address your complaint about the card HITTING 95C!!! thus throttling, I'd follow it up. They may have only tested that the games listed ran ok under short runs, and not looked at temps.

If it was completely normal their end (which may have been the case), then I'm scratching my head to think what could cause the card to hit that kind of temp apart from a heatsink not making proper contact. No way should it ever hit that temp using a clean, airflow free heatsink - a bad windows install shouldn't do it, unless it causes some kind of overvoltage perhaps? You didn't change the voltage did you or had software installed that can change the voltage? I'm not sure if these cards have voltage control.
 
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Ace said:
They did list all the games and software they used but it looks like a copy and paste email to me. It doesn't list any temps or anything like that but it does say they used 1920 x 1200 resolution where as I use 1920 x 1080 but doubt that makes much difference.
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At least yours works, I have the same card going back to ocUK tomorrow under RMA. Mine causes my system to fail POST a number of times before eventually starting.

Then once in Windows when you install programs or give permission for programs to run it blank screens and on a second attempt after power cycle if you do manage to start that game or benchmark it blank screens again.

I have tried in 2 systems with same result. Also tried a Radeon 6970 in my system which worked perfectly (currently borrowing a 8600GT which also works perfectly).
 
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Ace .. If you want help with troubleshooting the problem once you get your card back, I would start listing the FULL spec of that PC hardware and operating system. Then we can start giving you some real help... It's great you RMAed the card and had it tested to be working.. So I would be happy it's not faulty and then start finding the fault...

So start listing mate your spec and once you get the card back start thinking about a fresh install of Windows and set all the BIOS to defaults on the motherboard so to rule out any bad settings in the BIOS too.


Now we need to troubleshoot not have people giving you random answers to what they might think it is.. Random answers don't help in troubleshooting a system.. Being methodological, calm and recording your results will get you a working system again. Also if you can add us some pictures of the case open showing it's internals, it may help us spot something too. Take a few pics at different angles showing all the insides and have the graphics card back in too when you do this.


Also look up your motherboard and find the latest BIOS for it and see if yours needs updating.
 
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nlel1975 said:
At least yours works, I have the same card going back to ocUK tomorrow under RMA. Mine causes my system to fail POST a number of times before eventually starting.

Then once in Windows when you install programs or give permission for perfectly).
Click to expand...

nlel1975 did you try seeing if there was a BIOS update for your motherboard and making sure the PCI-E frequency was set to 100 in the BIOS or even can try 101... but never higher.

Again nlel1975 if you state your system specs would help us to help you more again with that. It's good you tested in 2 systems, but if it comes back as working I would start doing what I said above.. So get it RMAed and tested 1st and we can go on from there really.
 
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Purgatory said:
nlel1975 did you try seeing if there was a BIOS update for your motherboard and making sure the PCI-E frequency was set to 100 in the BIOS or even can try 101... but never higher.

Again nlel1975 if you state your system specs would help us to help you more again with that.
Click to expand...

Got a P8P67 should have no problems running the card with its current BIOS also tried on a high end Gigabyte X58 board (which is currently running a 6970) and it had the same problems with the card. Tried the 6970 in my system and it ran fine, currently using a 8600GT which is also fine, no problems with POST with either.

On systems like these there should be no problems with the BIOS, I thought about trying to up the voltage on the card a bit but there is no point really as it usually fails to POST a number of times anyway and it really should not do that.

I cannot see past the card being faulty.
 
nlel1975 yes get that card sent back it does sound faulty then.. with them 2 systems it was tested it must be faulty in some way or you are forgetting to plug in the power cables to the graphics card which I doubt you are.
 
a friend of mine had to RMA his card 3 times before they decided there was a fault, you have to seriously doubt that some of the techs are doing their job in some places.

I know, i worked with a guy that skipped nearly every single point check on a 30 long list after re installing OS/s. Just infuriating as all it means is some other idiot has to re do the whole thing again 2 weeks later when they sent it back for a trivial driver thing.
 
I agree with the above post. I bought an x1950pro from ocuk andI've had nothing but problems despite them saying there is no fault.
 
I had some ballistix ram, it was giving me bsod's and didn't pass any memtests. Hundreds of complaints and thus i rma'd the ram.

Ocuk sent it back to me saying nothing wrong, i was disgusted i even sent screenshots of the proof. Sent it to Crucial and they emailed me back to say the Ram was faulty and i had a new replacement which i sold as soon as i got them.

So how can ocuk say nothing wrong with it, yet the company that makes the memory said it was faulty?. It's why to this day i don't trust the word of OCUK regarding returned faulty goods!

Customer Service, Shipping and staff are top notch but somewhere in that return department it goes horribly wrong
 
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