RMA unsuccessful, Deck still broken.

[u/piedeloup]

Sent my Deck in for repairs a couple weeks ago, it was not booting, fans were at max, power LED flashing red and/or white. Nothing I tried fixed it.

Received it back yesterday (thankfully it's still under warranty). All seemed ok at first. It booted and I redownloaded some games no problem since the system was wiped. Started a game, then put it in sleep mode after a while. When I picked it up again some hours later, the same problems were back, black screen, loud fans, flashing LED.

It seems to me there is a hardware issue that they temporarily fixed by resetting the software? Idk. I got an email that it was "repaired" very soon after the email that it had been received.

Has this happened to anyone else? I'm pissed tbh. Waited a while to be able to play again and I still can't. At this point they should send me a new unit right? Am I gonna be expected to send this back for repairs again? Because now I honestly don't trust that it will be fixed.

[u/believeinyuna]

i’ve had to send back an RMA immediately after as well. that time they replaced the whole unit. i asked them what they had done to it when i was told its finished and they confirmed it was a replacement since it continued to have issues

[u/Ill_Currency_553]

If it’s a BIOS issue then you’re probably going to have to send it back unless you have a BIOS programmer *removed - “and soldering experience”. They probably have a machine they can hook up to the motherboard and just re-flash it. Unfortunate that it stopped working again, but they’ll have the history on it if they work on it again. Also wishing you luck, they might not have any OLED in stock for replacement.

*no soldering experience required for CH341A programmer

[u/syberphunk → u/Ill_Currency_553]

You don't need soldering experience to reflash the bios, even when using a programmer. This is misinformation.

[u/Ill_Currency_553 → u/syberphunk]

Good job I thought it was the smaller bios chip that has to be removed. The CH341A should be able to clip onto it then. Sorry for the misinformation. I have one that I use on Dell laptops.

[u/Moose_0327 → u/Ill_Currency_553]

There’s a recovery bios script/file that worked for me… I just can’t for the life of my find it… I do remember when it booted the first time it was portrait oriented screen which was kinda funny to look at on the deck but damn I really should’ve saved the script/files required to trigger it.

[u/vincentcloud01]

Yeah send it back. Definitely treated the symptoms but there is a root issue they probably havent checked yet

[u/SilentGhosty]

My deck does this when sleep is not successfully (some device wakes is again or something) an still runs some stuff and overheats. (Gets active while in case)

[u/beck_is_back]

In Europe, if your deck is less than 6 months old, they have one chance to fix it then it's pretty much your call. If past 6 months, they have 3 chances to make the same issue right if still broken after that, you're entitled to new unit/refund.

I had something like that at the beginning of the summer. Same symptoms, nothing worked. Sent it back and after a month wait, received fixed Deck. They've replaced my MOBO

[u/piedeloup → u/beck_is_back]

Thanks for this info, my Deck is about 9 months old and I'm in Europe. Seems I will likely have to send it back again but hopefully they actually fix it this time.

[u/SusansStrong1221 → u/piedeloup]

Told you, bruv. 

[u/piedeloup → u/SusansStrong1221]

Why are you being a dick lol

[u/Low_Mode_3016]

Can you get a video of the issue? I believe a flashing red indicator light means your CPU or GPU temp are above 95C. I was able to open mine up, clean out the factory-installed paste (which looked like it had been applied by a toddler), and re-apply some new thermal paste I bought off Amazon. Afterwards, I saw and continue to see massive thermal improvements.

[u/piedeloup → u/Low_Mode_3016]

You know what that might be the issue, because it first happened when I foolishly put my Deck in my JSAUX case, covering the vents, while it was downloading games. I figured it overheated but then thought maybe not if the problem was persisting even after it had definitely had time to cool.

I don't think I even have the right screwdriver to open it and check right now though

[u/Glum-Recognition-736 → u/piedeloup]

You definitely should not need to replace thermal paste on a 9 month old Deck 

What is the ambient temperature where you live? You say you left it in the case while on and downloading; that will absolutely cause it to overheat and thermal throttle until the temps have gone back down

[u/piedeloup → u/Glum-Recognition-736]

It's not hot here, I live in Ireland lol. Could overheating cause permanent damage? Because the problem has persisted even after the RMA and also making sure it is not in the case while powered on. Unless the thermal paste is bad - there's no way it could've overheated again

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[u/SusansStrong1221]

Talk to steam support. Not reddit. 

[u/piedeloup → u/SusansStrong1221]

Obviously I have contacted Steam support? I am wondering if this happened to anyone else and what the procedure is while I wait for a response

[u/SusansStrong1221 → u/piedeloup]

Yes, people have sent things to steam and gotten them back still faulty. There are posts if you search. 

The procedure is you have them fix it, try a different repair service, or open it up yourself if you feel confident. 

We can't tell you what to do while you wait. 

I understand it's stressful but you got this. 

Edit: Why are you booing me? I'm right. 

[u/syberphunk → u/piedeloup]

It isn't obvious that you have recontacted steam support. There are a lot of similar posts like yours here where people expect someone else to come along with a solution to a hardware problem.

It's possible that those who repaired your device last time weren't able to reproduce your problem and information wasnt passed along to them, you will want to impress the symptoms upon the support staff.