Fatal fault from Phantek Enthoo Evolv fan controller

deFiniLoGy

deFiniLoGy

deFiniLoGy

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**This post is not in any way blaming the involved Phantek products , but more to warn other users that the possibility and consequences of fan controller failure, and to record the corresponding actions by all three parties.

Just to warn everyone to be aware of their Phantek Enthoo Evolv fan controller as it just caused me a £200 motherboard.

Also, if there is any Phantek rep here, any assistance will be appreciated.

Long story short, my motherboard is a EVGA X99 micro 2, with CPU_1 header connected to the case fan controller via the stock cable, the fan controller has never been overloaded and only connected to 4 fans in 4 separate channels. When the fault develop, there was a audible pop sound from the fan controller and my PC shut down suddenly. There is also a pungent burnt smell coming from the fan controller, which indicates the fan controller spontaneously burnt out.

After a series of diagnosis, I managed to isolate what is still working in my system, unfortunately the fan header power control of my motherboard has been damaged by the fault of the fan controller, which is evident by the insufficient power delivery to my Corsair H105 connected to the CPU_1 header currently, compared to the full power delivery when connected directly to the PSU, even after numerous attempts of BIOs update, CMOS clearing and MAXing out fan power output in the BIOS.



Both EVGA and Phanteks have been notified regarding the situation, but I am not sure whether to notify OcUK as well as I am not sure what they can do regarding the situation.

Will update the thread accordingly when either customer service get back to me.

Update: 18/01/16
OcUK kindly offered RMA for both the entire case and the motherboard, while paying for the DPD pickup.
Due to arrive today, but have not received any confirmation yet.

On the otherhand, EVGA approved an RMA, but I chose to send it back to OcUK as they're covering the postage and I don't like UPS driver for my address (4/5 of them do not know how to drive)

Still haven't heard anything from Phanteks yet, but I suspect it's still their weekend (USA) so I'm still waiting patiently
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Update: 25/01/16 - Unbelievably careless testing by OcUK
So one week has passed, and I still have no functional motherboard or case for the system.

Essentially, I sent the case and motherboard back to OcUK, as they are covering the postage.

However, they returned the motherboard back to me with the reason: tested with two fans and a pump - no issue found.

So I ran more test and found out that 1. fans connected to the headers do power up but 2. they only run at around 50% of their power ratings max. e.g. a 1450RPM fan only run at 550RPM max.

I do not know how this careless mistake occur in OcUK, however it simply reflected that the testing staff did not bother to go into the BIOS to check if the RPM is right. Just using the procedure - plug in some fans, it spins = it works. Disappointing.

Eventually I turn to EVGA and organised an Advanced RMA and use an external fan controller to control the fans at the time being.

On a side note, Phanteks did send me an email offering to send me a replacement fan controller (while OcUK insist that I have to send in the entire case to get the fan controller fixed), but that was far later than I sent off the case to OcUK and I cannot stop OcUK from sending it to Phanteks repair centre. Although OcUK mentioned that the turn around time will be fast, I still have not heard anything from them during the week.

At the moment, not particularly impressed by the time wasted.

Will update the thread if I heard anything from either parties.
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Update: 28/01/16
So... OcUK and Phanteks eventually offered a brand new case for me, which I am more than happy with. Although I end up avoiding the fan controller as I grabbed a Aquaero 5 LT to control everything at the end.

For the motherboard, I got a replacement from EVGA which works perfectly. Everything seems to be working as expected.

All good now :)

Thanks again for your help guys!!
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Hope you get that sorted out mate, also hope it's a rare occurrence as it's the next case I am/was going to buy...
 
I will be 100% honest here, this is the first instance I have heard of this and as I work for a competitor it benefits me if there is a problem in general.

But I think this is an isolated incident - of course no product can be 100% free of fault, but I really do not think this is a issue that others should really be concerned with.

However good luck with RMA's and after care support from all companies involved. I'm sure OcUK will try to help, as will both manufacturers.

P.S. I have just given this thread link to the case buyer at OCUK.
 
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Sorry to hear that's happened to you, I've been running 2x phanteks controllers with max amount of fans for nearly 2 years now and had 0 issues.
 
Hi there deFiniLoGy,

I am sorry to hear of this issue with the Phanteks item purchased.

I can see you have emailed in, my colleague Glen is going to be speaking to Phanteks about this and if you have contacted them hopefully you will get a response from them.

Between us all we will get something sorted.

Thanks

Bailey
 
Just to echo what Bailey has said, I've passed on a link to your forum post to the CEO of Phanteks and his management team, they should be able to resolve this issue for you and keep us informed. As people have already said this is the first time I have ever heard of this issue, normally if the fan controller has a problem is just doesn't function, so I'm keen to get this resolved for you quickly.
 
Were you using the sata power supply cable as well or just relying on the cpu fan header for power? I've got two Phanteks fan hubs on my system, one running from the cpu fan header and the other from OPT fan .. but both are using sata power .. even so with only 4 fans running that's a problem ..
 
timbo2410 said:
Were you using the sata power supply cable as well or just relying on the cpu fan header for power? I've got two Phanteks fan hubs on my system, one running from the cpu fan header and the other from OPT fan .. but both are using sata power .. even so with only 4 fans running that's a problem ..
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It's always been powered with a SATA connector connected to a PSU.
 
Sounds like an easy oversight to me rather than necessarily careless - or it might even have worked at full speed if they'd tested with say a less current demanding fan than the one you are using.
 
Bailey said:
Do you have an RMA number?

Please be aware that myself and ChugNorris are in correspondence with Phanteks about this issue

Bailey
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Yup.

Motherboard: 297541
Case: 297545


Rroff said:
Sounds like an easy oversight to me rather than necessarily careless - or it might even have worked at full speed if they'd tested with say a less current demanding fan than the one you are using.
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I am not sure which is the case. But the RMA team did stated that they have tested 2 fans and 1 pump, and the hardware that I tested it with is a single EK-Vardar 1450RPM, and to me, the fan not spinning at full RPM is not hard to notice?
 
Hi

Yeah the MOBO worked perfect no issues at all, no faults at all. My best advice is to double check it once you receive it back

The case has been replaced for you with a brand new one

Thanks

Bailey
 
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