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The Official My Console Died What Should I Do Thread?

Discussion in 'Console Games & Hardware' started by Thesnipergecko, Dec 19, 2007.

  1. Thesnipergecko

    Soldato

    Joined: Oct 17, 2002

    Posts: 6,679

    Location: Stoke-on-Trent

    Xbox 360

    My Console Broke. What Should I Do?
    First things first, you need to identify the problem and see if it can be fixed or not.

    If the problem cannot be fixed manually you need to check to see if your console is:

    1. Eligable for replacement from the place of purchase. (This must be within 12 months of purchase you will most likely need your receipt)
    2. Eligable for replacement by Microsoft under their Extended Warranty Terms.

    The Terms & Conditions can be seen below.

    If your console falls in to this category you will either need to phone Microsoft directly or fill out their Returns forum online:

    Phone:
    0800 587 1102 lines are open 8am till 10pm

    Internet:
    https://service.xbox.com/servicehome.aspx?mkt=en-gb

    What happens next?:
    Now that you have completed your returns you should receive an email from Microsoft containing a shipping label. This email usually takes between 24-48 hours.

    You will then need to phone UPS to arrange collection of your faulty xbox 360.

    Expanded Xbox 360 Warranty Coverage FAQ

    Q: What are you rolling out that is new?
    A: While we maintain our one-year console warranty (two years in some countries), Microsoft is extending the terms of its Xbox 360 warranty to three years for certain general hardware failures which are indicated by three flashing red lights on the console. This will apply to new and existing customers and we will retroactively pay back the out-of-warranty repair costs paid by customers for console problems indicated by the three flashing red lights.

    Q: How does this warranty differ from your existing warranty?
    A: Currently, any Xbox 360 is covered by a one year manufacture's warranty (two years in some parts of the world). If the console is out of warranty, there is a charge to have it repaired. It then comes with an additional one year repair warranty. With these changes, there is effectively a three year warranty with no charge for repair for general hardware failures indicated by the three flashing red lights error code which displays on the console.

    Q: Is this effective worldwide?
    A: Yes, these policies are global. The new policies are now being instituted in our customer service centers around the world, which may take a few days to fully implement.

    Q: When does the policy change go into effect?
    A: These new policies are now being instituted in our customer service centers around the world, which may take a few days to fully implement. They will apply to new and existing customers. For the latest information, customers should visit Xbox.com.

    Q: Is there any health or safety issue at play here?
    A: This is in no way related to any sort of product safety issue.

    Q: Do I get a refund?
    A: Yes, we will reimburse any customer who was out of warranty and paid for repairs due issues indicated by the three flashing red lights error message. Customer should expect to receive a check in 10-12 weeks.

    Q: How does this affect my extended warranty bought from my retailer?
    A: You're still covered under your existing warranty for issues outside the scope of this specific three-year warranty.

    Q: Have you identified a root cause that can lead to failure?
    A: There is not a single issue that we can point to as being a problem. We test the product extensively, including accelerated life testing, but the nature of the console itself is very complex, as it's a consumer electronic product that contains more than 1,700 different components and 500 million transistors.

    Identifying The Problem?

    There are a variety of scenarios that can cause a general hardware failure. Only the indicator (the three flashing red lights) is always the same.

    Sections 1, 2, 3, and 4 are flashing red - The AV cable cannot be detected

    / \
    \ /


    THINGS TO TRY

    1. Make sure that the AV cable is correctly connected to the Xbox 360 console.
    2. Disconnect the AV cable from the Xbox 360 console, and then reconnect the AV cable to the Xbox 360 console.
    3. If the four flashing red lights continue to flash, try wiping the metal area of the AV pack with a dry cloth. The metal area is the end that plugs into the console. Wipe the metal area thoroughly, and then try the AV Pack again.
    4. If the AV cable is correctly connected but the four red lights are still flashing, substitute a different AV cable if you have one available.

    Sections 1, 3, and 4 are flashing red - General Hardware Failure


    / \
    \ /


    Check the secondary Error Code per the instructions in the section below

    THINGS TO TRY

    1. Try restarting the console.
    2. If restarting the console does not resolve the behaviour, follow these steps:
    * Turn the console off.
    * Unplug all the power and AV cables from the console.
    * Unplug the power cord from the wall socket.
    * Firmly reconnect all the cables.
    * Turn on the console.
    3. If these steps do not resolve the behavior, turn the console off, remove the hard drive, and then turn on the console. If the 3x Red LED error light is no longer displayed, turn the console off, re-attach the hard drive, and then turn on the console.
    4. Also examine the lights on the power supply. When you turn on the console, the power supply light should illuminate green even if the three lights on the RoL flash red.

    Sections 1, and 3 are flashing red - Overheating

    / \
    \ /


    Alternativly Overheating can be cause by the console locking up or "freezing" after a set amount of time. Lockups that occur at a specific point in a game are generally problems with the game itself and not caused by overheating.

    THINGS TO TRY

    1. Let the Xbox 360 console cool.
    Note You may have to wait several hours for the console to cool enough. Do not turn on the console when the console is hot.
    2. Verify that the console has sufficient ventilation and that the fan is operating. For more information about ventilation, see the "More Information" section.

    PREVENTION SUGGESTIONS
    To try to prevent this problem, use the following precautions:

    * Do not block any ventilation openings on the Xbox 360 console.
    * Do not put the Xbox 360 console on a bed, on a sofa, or on any other soft surface that may block ventilation openings.
    * Do not put the Xbox 360 console in a confined space, such as a bookcase, a rack, or a stereo cabinet, unless the space is well-ventilated.
    * Do not put the Xbox 360 console near any heat source, such as a radiator, a heat register, a stove, or an amplifier.

    Section 4 is flashing red - Hardware Failure

    / \
    \ /


    The Specific Type of hardware failure can be determined by the error code displayed on the screen.
    If the screen is blank or you would like additional information follow the instructions for determining the secondary error code in the section below:

    E45: Unknown (possibly dashboard update related)

    E64: DVD Drive Error. DVD Time-out, Wrong firmware, DVD is without firmware chip, etc.

    E65: DVD Drive Error. DVD Time-out, Wrong firmware, DVD is without firmware chip, etc. This can also be caused by the tray not being fully closed on boot.

    E66: DVD Drive Error: DVD model, or version does not match that of the version expected by the dashboard. OR the firmware version on the drive is older then the firmware version expected by the dashboard. Make sure the DVD drive is of the same version originally included with the console and that it is using either the original firmware included with the console or newer.

    E67: Hard Drive Error. It could be a problem with the Hard Drive itself or a problem with the internal connection to the hard drive, Try removing the hard drive and playing without it

    E68: Hard Drive Error. It could be a problem with the Hard Drive itself or a problem with the internal connection to the hard drive, Try removing the hard drive and playing without it, This can also be caused by a Hard Drive Eprom Error. Some also believe this might be caused by a problem with the fans.

    E69: Hard Drive Error. It could be a problem with the Hard Drive itself or a problem with the internal connection to the hard drive, Try removing the hard drive and playing without it

    E71: possibly a dashboard update error, Check below in the "Console Reset Codes" for instructions. If that does not work there is no other solution and the console must be sent back to MS for repair.

    E72: (not yet known)

    E73: General Hardware Error: Ethernet port... this error is caused by a problem with the Ethernet port.

    E74: AV cable error... There is a problem with the AV cable, try using a different AV cable. If the cable is known to be working then there is a 90% chance it's a scaler chip problem (the "ANA" or "HANA" chip connected directly to the AV cable) in rare cases it is the GPU.

    E76: (not yet known)

    E79: Hard Drive Error... It could be a problem with the Hard Drive itself or a problem with the internal connection to the hard drive, Try removing the hard drive and playing without it

    SECONDARY ERROR CODES
    The specific type of hardware failure can be determined by a "hidden" error code

    * Turn the xbox 360 on, and wait till the 3 red lights are flashing.
    * Press and hold the sync up button (the small white one), while holding that button press the eject button.
    * The LEDs will now blink the first number in the code (as described below).
    * Release the eject button and press it again.
    * The LEDs will now blink the second number of the code.
    * Release the eject button and press it again.
    * The LEDs will now blink the third number of the code.
    * Release the eject button and press it again.
    * The LEDs will now blink the forth number of the code.
    * Release the eject button and press it again.
    * The LEDs will go back to the 3 red flashing lights.

    You should be able to determine the difference between the 3 flashing lights and the error code lights by the rate in which they flash.

    Here is how you interpret the LEDs to get the code number:

    * All four lights flashing - 0
    * One light flashing - 1
    * Two Lights flashing - 2
    * Three lights flashing - 3


    0001 power supply problem
    0002 Network Interface problem
    0003 Power problem could be the PSU could be the GPU/CPU, somehow the console isn't getting clean power from the power supply.
    0010 over heating
    0011 over heating - If you are receiving this error after disassembling your console make sure to all 8 of the heat sink screws are tightened securely to the board/heat sink holes.
    0012 over heating
    0013 over heating
    0020 (Not yet known, possibly overheating)
    0021 DVD Drive Time out - Can be caused by problems with a firmware flash. This is also speculated to sometime be caused by a problem with the southbridge chipset on the motherboard.
    0022 GPU Error / GPU Overheating
    0023 (not yet known)
    0101 (not yet known)
    0102 unknown error

    * though it's most likely GPU related literally means the console does not know what is wrong. possibly a short or cold solder joint somewhere. So far there is 1 major theory for what causes most of these errors is that the Ram, CPU, or GPU are not soldered properly to the mother board due either to poor manufacturing or excessive heat up and cool down cycles that stress, weaken and eventually break the soldered connection.

    There are two theories to fixing this one deals with the "X" clamps that hold down the chips. The other involves re-Heating the chips. DO NOT attempt either of these if your console is still under warranty. If your console is still under warranty return it to the store where it was purchased or call MS to have it replaced. I have also heard of limited success by simply switching the AV cable from "HDTV" mode to "TV" mode.

    0103 CPU Error/ CPU Overheating - see solution for error 0102
    0110 Memory Error / Memory Overheating - see solution for error 0102
    0200 (not yet known)
    1000 (not yet known)
    1001 (not yet known)
    1002 (not yet known)
    1003 Hard Drive Error. It could be a problem with the Hard Drive itself or a problem with the internal connection to the hard drive, Try removing the hard drive and playing without it
    1010 Hard Drive Error, Can be caused buy a corrupt or missing eProm.
    1011 (not yet known)
    1012 (not yet known)
    1013 (not yet known) possibly a dashboard update error
    1020 (not yet known)
    1021 (not yet known)
    1022 AV cable error. There is a problem with the AV cable, try using a different AV cable. (could also be a problem with the encoder chip)
    1023 DVD drive not connected, connect DVD drive to boot
    1030 (not yet known)
    1031 (not yet known)
    1032 (not yet known)
    1033 (not yet known)
    1444 and up There is no "4" in the error codes four lights is a "0" go back and check your code again.


    Console Reset Codes
    Clear All Installed Game Updates and Console Cache

    1. Go to the "system" blade
    2. Select "memory"
    3. Press Y on the HD symbol
    4. Press X,X, Left Bumper, Right Bumper, X,X
    5. A message will appear saying: "Do you want to perform maintenance on your Xbox 360 storage devices?"
    6. Select Yes

    Clear Any Failed system updates that cause the console to error.

    1. With the console off, press and hold the sync up button (the small white one)
    2. While holding the sync button press the power button to turn on the console
    3. Continue to hold the sync button until the Console has booted up completely.
    4. During the boot process the console should clear any failed updates, allowing you to use it normally.

    =========================================

    Playstation 3 - Coming soon.

    =========================================

    Wii - Coming soon.

    =========================================

    Most of the information above has been found and collected from the internet. If anyone has any additional information or corrections let me know and I will ammed the thread.

    T.
     
    Last edited: Dec 19, 2007
  2. Thesnipergecko

    Soldato

    Joined: Oct 17, 2002

    Posts: 6,679

    Location: Stoke-on-Trent

    Place holder reply.

    T.
     
  3. Metalface Mark

    Capodecina

    Joined: Dec 26, 2005

    Posts: 14,761

    Location: Paisley

    Great thread Paul, have some stars.
     
  4. GarethDW

    Mobster

    Joined: Jun 22, 2006

    Posts: 2,971

    Location: Swindon

    Surely this should be renamed to the Borked 360 thread.... not sure Microsoft will help if my Wii breaks.... and then put in the 360 FAQ sticky?
     
  5. bingham67

    Soldato

    Joined: May 29, 2005

    Posts: 5,452

    Location: Hertfordshire

    Nice work :)
     
  6. Thesnipergecko

    Soldato

    Joined: Oct 17, 2002

    Posts: 6,679

    Location: Stoke-on-Trent

    I have a place holder for PS3 and Wii when I get around to it.

    T.
     
  7. Azza

    Caporegime

    Joined: Dec 6, 2005

    Posts: 32,469

    Location: Fuerteventura|Birmingham


    No need they never die. :p


    Nice work though very helpfull indeed. :)
     
  8. Inoshishi

    Mobster

    Joined: Apr 3, 2007

    Posts: 3,438

    Location: Manchester

    Theres been a few PS3's die on here now for various reasons (a couple have had drive issues at least), don't think I've ever seen a faulty Wii thread though.
     
  9. GarethDW

    Mobster

    Joined: Jun 22, 2006

    Posts: 2,971

    Location: Swindon

    K, I see now. Nice one :)
     
  10. rp2000

    Capo Baston

    Joined: Nov 11, 2002

    Posts: 81,624

    Location: Barcelona

    See forum front page :(


    rp2000
     
  11. wedgie

    Sgarrista

    Joined: Jan 18, 2005

    Posts: 8,538

    Xbox 360 - The console that dies so much it needs it's own thread! :p
     
  12. Slinwagh

    PermaBanned

    Joined: Apr 20, 2004

    Posts: 6,039

    Location: Far far away....

    Well my console has just died, I got the three red lights, disconnected everything, waited 10 mins and then plugged everything back in.

    Now all I get is beep and the console locks during boot.
     
  13. NokkonWud

    Caporegime

    Joined: Oct 1, 2004

    Posts: 26,309

    Location: Redcar

    Lol, it's better than seeing loads posted in the consoles section anyway... though saying that, another one was posted last night anyway.
     
  14. nikebee

    Capodecina

    Joined: Nov 9, 2004

    Posts: 14,009

    Location: Pembrokeshire

    Very helpful thread.

    Touch wood I wont need to do any of these...
     
  15. sunlitsix

    Capodecina

    Joined: Oct 27, 2004

    Posts: 10,916

    Location: Internet

    yeah its helpful, but people will still post a new OMG ITS DEAD thread everytime their console breaks =/
    and probably never read this :p
     
  16. Thesnipergecko

    Soldato

    Joined: Oct 17, 2002

    Posts: 6,679

    Location: Stoke-on-Trent

    Well with the help of people linking to this thread their threads wont get spammed with questions that are answered in here.

    T.
     
  17. hiroofheroes

    Hitman

    Joined: May 18, 2007

    Posts: 736

    Location: Swansea

    Another 360 breaks

    My brothers 360 just got an e74 message, and he now says it was glitching yesterday. After phoning microsoft support he was told it'll cost £65 to fix as the console is now 13 months old so outside its warranty period.

    Would there be any recourse for getting it repaired for free, as the ring of death is covered for up to 3 years, but anything else apparently isn't. Hardware failure after 13 months on a £300 piece of equipment isn't acceptable, and being asked to pay for their faulty design is taking the biscuit. But is there any way to persuade them to comp the repair?
     
  18. Inoshishi

    Mobster

    Joined: Apr 3, 2007

    Posts: 3,438

    Location: Manchester

    Give it a helping hand to RROD and then your covered for the 3yrs ;)
     
  19. hiroofheroes

    Hitman

    Joined: May 18, 2007

    Posts: 736

    Location: Swansea

    Hes already phoned up and given them the e74 code and single red light diagnosis, so it would look suspicious for it to suddenly die.
     
  20. PiKe

    Capodecina

    Joined: Oct 18, 2002

    Posts: 21,735

    Location: Lake District

    Would it? I think they're used to it.

    Try another power supply on it and see if it still does it.
     


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