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  Reply # 1079557 3-Jul-2014 18:01
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andrewNZ: It's been shipped from Auckland to Wellington, there is a slim chance the cooler has come away from the CPU due to a jolt.


That was my thought too, but to have it happen twice is a bit odd. Honestly, I would crack it open if you are confident and have a look, make sure cooler is not obviously loose or seated wrong. From there, you can check thermal paste and CPU seating if you are a bit more confident or take one of the geekzoners up on the offer. Otherwise send it back again, but that is going to start getting expensive. You don't have much to loose though by taking a look, just make sure there are no tamper stickers or marks before opening it otherwise you may void the warranty.  




Try Vultr using this link and get us both some credit:

 

http://www.vultr.com/?ref=7033587-3B




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  Reply # 1079651 3-Jul-2014 21:11
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Hey guys,

Just got in and will read / respond in the morning via laptop but wanted to quickly thank you all for the replies.

To clear up confusion PC is halfway through it's 3 year warranty and was going fine before the overheat burn out that it got serviced for.  Now it's back it's barely crawling how it used to run.

 
 
 
 


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  Reply # 1082560 7-Jul-2014 17:06
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Send it back if it's still under warranty and tell them they have either not fixed the problem or made the problem worse if it still comes back faulty take it a local shop to have it repaired and send the bill the retailer who sold it to you in the first place if the moan about paying it ring the com com  

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  Reply # 1083976 8-Jul-2014 10:56
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Com com or small claims?

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  Reply # 1083985 8-Jul-2014 11:10
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nzgirl28: Hey guys,

Just got in and will read / respond in the morning via laptop but wanted to quickly thank you all for the replies.

To clear up confusion PC is halfway through it's 3 year warranty and was going fine before the overheat burn out that it got serviced for.  Now it's back it's barely crawling how it used to run.


Did you get the PC back to them to look?
MichaelMurphy sounds willing to help so maybe give him a PM before taking it back.

Cheers



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  Reply # 1084267 8-Jul-2014 17:34
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Hey guys,

Sorry for the long delay, I've been laid up with the flu!

I still need to email them back and let them know it's barely running. Right now CPU is 36% but still up around 78-80° and starting to run really slow. Right now it's jumped to over 80° and is freezing up. I've only been running like one tab at a time to not overload it.

Trying to figure out how to word the email so I don't just get fobbed off again and what I should run to show how badly it's running with pics / video to send them in reply to:

"Those temperatures are perfectly fine for a full 100% load scenario.
Idle temps are a bit high but for an AMD its not really high at all.
AMD CPUs are notorious for running hot so do not fret, this is perfectly acceptable.
FYI if you are concerned and want to do something about it you could look into an aftermarket CPU cooler to help control temps better and prolong CPU life."

Now for the replies: :)

@XPD: I'm not sure about voltages. What do you suggest I run and do you mean leave the CPUID open?

@TIMMMAY: Yeah apart from not completely knowing how to do the fix myself suggestions I'd rather attempt to get it fixed under warranty again. But if that doesn't happen I'll be looking into that thanks!

@GZT: How can I find out if it is in the logs it was a thermal shutdown previously or for the next time it happens? Thanks!

@MichaelMurfy: Thanks that's a really generous offer, I might have to take you up on that if that next. Thanks!

@TIMMAY: Yeah I've managed to get postage down to 21$ Will go the warranty route first, don't worry!

@GARRETS: It's a build by an Auckland company. Thanks for advice, def taken!

@DRAVIDDAVID: Yeah I get the feeling they were trying to just get me to belive it's OK, but as wasn't sure why I came here for informed advice! Still sitting on 73° and I'm hardly doing anything CPU load is 38%.
When you say stress tester can you recommend anything? I've trying to be able to show them there IS a problem.

@KIWITIM: Thanks for that! I'm super grateful for all of the tech advice on what to do is the warranty route doesn't go well or basically if they don't do it right!

@1101: Yep not attempting anything yet. I've taken quite a few screen shots over the last few days to send them.It's only rebooted once as I'm barely doing anything in the interem. I'll try safe mode now to see what happens. Also booting from CD? I have the pack of stuff it came with and there is prob a CD in there. Case is 36cm tall x 42 in length.. Airflow is good 5cm on each side and on a desk. As for fans working.. ermmm I think so I can tell it's overheating by the noise from the fans, but how can I test this?

@AndrewNZ: Yeah when they returned it had a Quick RT really jammed inside. I removed it as carefully as I could and it initally wouldn't boot at all it was a loose plug I had noticed so eamiled them this:

"I removed the Instapak Quick RT as carefully as I could, (it was really jammed in) and used another cord to boot it up. Upon turning it on it was saying, "Reboot and select proper Boot device or Insert Boot Media and select Boot device and press a key.

I recalled seeing a blue cord on an angle when the Quick RT was removed. I reopened the case and it was actually loose so I put it back in, (the one in pic attached) and it seems to be running fine. It's meant to be able to do that?"

To which they replied:

"Yes it does look like that the blue cable is a bit loose, definitely could be the cause from the instapak as I did make sure that everything was booting into windows fine."

See pic... So it's quite possible something else may have come loose, sigh..

@AMOSNZ: Yeah hopefully once I email them after this they will take it back..

@GZT: Yeah I had an feeling it was too high and haven't been really running many things incase it does fail worse. Just need the info to pass on to them, thanks!

@BRANDOMRNZ: Yeah I get the feelign the motherboard was fried from the overheating so they fixed that but didn't address the inital overheating problem! <-- That could be completely wrong, my guess!

@PAULIMILBANK: Yeah def not competent enough to know if something is out of place! Prob a good idea to check that though before resending it to AKL if I'm able too.

@ATHLONITE: Yeah hope it doesn't get to that! Hopefully will send it back to them soon..

@TIMA: Nope, badically I just want to be able to prove there is a prob and reply to their email without them being able to just fob it off again. Log's / vids / etc without just emailing 'I'm pretty sure it's still screwed running too hot.

WOW sorry for the long post and tech noobness not being able to reply properly! Hope this makes sense, flu woozy!

Thanks again guys!!! I will email them tonight with docs / vids upon suggestions. And keep you updated with their reply.




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  Reply # 1084277 8-Jul-2014 18:10
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Sounds to me like you're being scammed. They're basically trying to get you to pay to fix their problem by adding a custom cooler. As has been suggested, the stock cooler should be fine for your type of usage.

Given the new information on packing and disconnected wires, I think you need to take off the side and run it to check that the CPU cooler fan is actually running. The fans you are hearing could be the case fans.




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  Reply # 1084287 8-Jul-2014 18:48
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If these guys think that those temps are OK they should not be in the business of building PC's for sale,  even with the stock HSF temps at full load prime95 x64 large fft's 1 hour run time should top out at 70~72c for a case with low airflow and with good airflow the temps should only reach 58~65c 

the Max Safe temp for this CPU is 74c after that it will either perform throttling and or thermal shut down if it continually reaching 80+ degrees the problem could be a few things

     

  1. Faulty HSF install 
  2. Faulty thermal diode within the CPU package... not much can be done other than replace the CPU
  3. Faulty thermal diode in the socket... replace mother board 
  4. An BIOS problem... usually fixed by updating the BIOS
  5. BIOS is Over Volting the CPU... needs someone conversant with your BIOS to lower the CPU Volts it has a range from  0.825V - 1.475V Idle/load the load voltage is to high 1.375 is as high as it should need to go   

gzt

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  Reply # 1084295 8-Jul-2014 19:02
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@GZT: How can I find out if it is in the logs it was a thermal shutdown previously or for the next time it happens? Thanks!

I'm currently on Apple but from memory: Control Panel > Administrative Tools > Event Log. There should be a filter to display only critical events in the System category.

@GZT: Yeah I had an feeling it was too high and haven't been really running many things incase it does fail worse. Just need the info to pass on to them, thanks!

Resolving this could be as simple as calling them and saying the machine is overheating at 80c running higher temps than specified and shutting down by itself. (perhaps with support from the event log if it's easy to find). Bend their ear for half an hour at least. They might just say oops sorry send it back and we'll fix it properly this time.

I am not a repair professional but imo there's a chance the cause here could be a faulty cpu and nothing else.

Either way maybe take up an offer from a member to have a quick look just in case the whole thing is a crazy device built by a madman that will never work properly due to cooling design issues. Edit: or stupidly overclocked or overvolted

Btw, if they keep going on about aftermarket cooling then talk them into admitting it needs it to work properly then accept and make them pay for it ; ).



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  Reply # 1084505 9-Jul-2014 00:10
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Hey, 

Could my wall plugs / monitors cause the over heating? (have switched to one monitor and doesn't seem to be making a difference).

@AndrewNZ ~ Erm, sounds blonde I know but which one would that be? Is it safe to do while powered up and such? 

@Athlonite ~ Most of that went over my head! But.. I'm more determined to learn all things like this now! So I can fix my own stuff!

@GZT ~ Found it! Also found what I assume is the shut down logs?  Event ID:  41 Level: Critical. The system has rebooted without cleanly shutting down first. This error could be caused if the system stopped responding, crashed or lost power unexpectantly.. (So many logs.. by date and time that looks to be the crash ones).

I'm about to send them this email.

Hi Jarrod,   
I'm having some pretty serious issues here still with the CPU temp and freezing up.    Right now I'm using 44% load of my CPU temp is at 86° and freezing up...   

It's been like this since my previous email, barely handling a 65% load without shooting up to 70-85°. so I've only been able to run one tab/programme at a time and barely anything else for worry of overloading it as it's already rebooted itself on it's own once.   

Here is what happens if the PC tries to play a Facebook game only:  https://www.youtube.com/watch?v=tVWl8ZjTWVM&feature=youtu.be

Seems OK? Not sure how to end it as in, "Ermm so can I sent this back to you?"

Also could you guys take a look at the vid and let me know if it is legitimate? (Candy crush was the only thing I could think of to show how it was running ;))

Yeah I'll prob get someone to take a look in the city if offers still stand, just to see what it's looking like!

Regardless lesson learned, although this PC  has been way better than any store bought, I don't have the know how to be able to fix builds myself, so next time back to retail or atleast a local builder!

Thanks again so much guys.



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  Reply # 1084529 9-Jul-2014 07:26
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The CPU fan will be the only one on the motherboard. It's perfectly safe to do with the cover off, just don't put your fingers in the fans.

It'd be interesting to see a picture of the inside too if you'd care to take one. A video would work too.




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  Reply # 1084542 9-Jul-2014 08:18
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nzgirl28: Hey, 

Could my wall plugs / monitors cause the over heating? (have switched to one monitor and doesn't seem to be making a difference).

Won't make a difference.  The over-heating is specifically a CPU issue based on your Speccy stats.  Which is literally a 50mm squared socket in the middle of the board with a metal block and a fan on top.  I think they have either forgotten the thermal paste or not secured the fan/block assembly correctly.  While the PC is off, you could try moving the heatsink/block and fan up and down, side to side gently to see if it moves.  If it moves, that's your problem.  It should be fixed to the board securely.  If it's not fixed down, I'd say the only thing keeping that CPU alive is the contact with the paste and what little CPU real estate the block itself is contacting.

nzgirl28:
I'm about to send them this email.

Hi Jarrod,   
I'm having some pretty serious issues here still with the CPU temp and freezing up.    Right now I'm using 44% load of my CPU temp is at 86° and freezing up...   

It's been like this since my previous email, barely handling a 65% load without shooting up to 70-85°. so I've only been able to run one tab/programme at a time and barely anything else for worry of overloading it as it's already rebooted itself on it's own once.   

Here is what happens if the PC tries to play a Facebook game only:  https://www.youtube.com/watch?v=tVWl8ZjTWVM&feature=youtu.be

Seems OK? Not sure how to end it as in, "Ermm so can I sent this back to you?"


 

Looks good.  Don't let them give you the run around again.  Let us know if they do!  Your problem is perfectly 100% legitimate and your computer is working outside of normal safe boundaries.  If you can, demonstrate the problem in person and yell at them if/when required.

nzgirl28:
Yeah I'll prob get someone to take a look in the city if offers still stand, just to see what it's looking like!


Leave that as a last resort.  If you tell them or they realise someone else has been poking around, they may try to say your warranty is now void or something like that.  It's another argument you don't need.





Sometimes what you don't get is a blessing in disguise!

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  Reply # 1084561 9-Jul-2014 09:34
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...Also, Prime95 is a good stress tester, but I wouldn't recommend running it at all right now.  Maybe after it is fixed to test it out, sure.  But at the moment you will only damage your CPU.  A properly installed CPU with stock cooler on Prime95 will run it up to 70+ degrees with ease.  Yours is idle at 80+ degrees.





Sometimes what you don't get is a blessing in disguise!



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  Reply # 1085844 9-Jul-2014 16:23
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Hey guys, 

Well I have some good news and bad news! 

@AndrewNZ ~ I had a look inside and could feel air from all 3 fans.  Was just taking a pic and got a call from the retailers. 

@Draviddavid ~  "While the PC is off, you could try moving the heatsink/block and fan up and down, side to side gently to see if it moves." Yeah I didn't want to touch anything, I just kept thinking, 'don't put your fingers in the fan'!  Thanks for the pep talk!

So I emailed them off lot's of screen shots of temps, CPU and also the video to show how high it's heating.

I got a call back, this was the gist: (Was writing while talking..)

Hi, I saw the video, it does look very concerning.

We did stress test it here any everything looked fine.

The blue foam, (instapak) may have cooler playing up on transit. Check the cooler is seated on thermally, if not comfortable doing that sent it back up if that's how you want it to go down.

I told him I could get someone to look at that for me but I didn't want to void the warranty and he replied:

That's fine just don't physically damage or break a tab removing cooler etc.

I asked him to email me what to get the person to do, (basically just wanted it all in email to cover my ass)..

But they just said 'Tell friend to check the CPU cooler'.

Sooooo... I can perhaps take up an offer to see if it's all legit or was messed up on transit, or return it again to them.. Which is better than the last reply of, 'everything is normal...' Thanks guys!

The bad news... I opened up the case to check the fans and when I was closing it up again I turned the tower to access the back better, forgetting I had my USB mouse adapter in the front, managed to knock the adapter against wall and the USB ports have gone inside.. Fail.... How big a problem is this? (Super stressing out now about sending it up now with this)!

I know this is prob like hearing a 4 year old explain calculus so thanks again guys for bearing with me!


gzt

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  Reply # 1085848 9-Jul-2014 16:38
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That's cool. You got the go ahead to have someone else check out the cooler and repaste it. USB thing is not serious - but not a good idea to turn it on now in case it causes a short and causes something to fail. Easy enough to fix. Not a great look for the warranty though.

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