Problems with GTX 570 HD

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rlabana
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2012/02/15 19:11:25 (permalink)
As of a few days ago a problem arose with my GTX 570 HD. Just to catch everyone up to speed on whats going on I'll explain how my card was working before and what setup I'm running.
 
System Specs:
Mobo: Asus P8Z68 Deluxe/Gen3
CPU: Intel Core i7 2700k
RAM: Gskill Ripjaws (2x4GB) 1866
SSD: 120GB OCZ Vertex 3 MAX IOPS
PSU: Corsair AX850
No other PCI/e components installed.
 
I bought my card a little over a month ago to use with my Apply 27" Cinema display as I read that this card supports displayport for post bios. As expected using a mini-displayport to displayport adapter I was getting exactly what I wanted. Until about 3 days ago my card no longer outputted the post bios through displayport. The only port that display post is the upper DVI port. The bottom DVI port on the card does not display the post, yet I haven't tested the hdmi (I don't have a hdmi capable monitor to test with).
 
Steps I took before making my first call to EVGA:
1) Completely powered off the system and unplugged the display. Rebooted with no avail
2) Re installed the latest drivers
 
I made my first call to EVGA support after the first two steps rendered nothing. While on the phone with the rep I went to check my screen resolution and noticed that the card was detecting a Generic Non-PnP Monitor, a monitor that isn't even detected. The rep told me to try different PCIe slots and also try different DIMM slots for my RAM modules. I told him I would troubleshoot and call back in case nothing worked. I tried all of the troubleshooting steps and nothing was working.
 
I then made my second call to tech support. This time explaining the problem again. I was escalated to upper tech support rep. We went through extensive troubleshooting such as:
1) Trying different outputs on the card to narrow down the problem
2) Checking debug LEDs
3) Checking for a mobo BIOS update
None of which worked. The rep then put me on hold and spoke to his product manager. When returning from hold he informed me that the GTX 570's displayport was not designed to show post screens, only to display after windows has booted up. I notified him that this was rather odd because well over a month my card was display post screens perfectly fine though displayport. He didn't have an explanation for it, which to me would be a sign that the card is faulty if its doing something it wasn't designed for. Setting that issue aside since I knew I wouldn't receive support on it. I simply said there was nothing they could really help me with.
 
After hanging up I realized I forgot to address the issue of the phantom display showing as connected to the card. I called back but pointed myself to customer service as I was looking to setup an RMA. When speaking with customer service I was taken through more troubleshooting steps:
1) Reflashing the vBios on the card
2) Trying other outputs again
3) motherboard related resets
Again nothing worked. Trying to address the issue of the phantom display I tried disabling in device manager but the display was still connected and interfering with my workspace (not allowing me to snap to the one side the display was located on). The rep told me to then go to screen resolution and disable the display under the "Multiple Displays" drop down menu. This finally worked and disabled the display. I asked why the card would detect another display, and the rep had no answer. I stated that I didn't like the fact that my card wasn't working the way it is intended and he suggested that I reinstall windows on another partition with a fresh driver install to see if it eliminates the problem.
 
I did exactly that, but the problem still persists. I tried to file an RMA but my support ticket number was showing up as invalid. I emailed tech support to get a ticket number for the RMA process. Within 30 minutes of submitting my question I received an email asking me if I had another display connected (which I don't). I responded stating that I don't have another display connected but I have not yet received a response.
 
I practically spent all day trying to work with tech support and customer service in addressing this issue. Since nothing worked as far as troubleshooting goes I was looking for an RMA but it seems as though its rather difficult to obtain one without spending well over 3 days in troubleshooting. Is there anyway to get an RMA without having to commit a full days worth of troubleshooting with tech support?
 
#1

5 Replies Related Threads

    BioHazardSperm
    EGC Admin
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    Re:Problems with GTX 570 HD 2012/02/15 19:45:16 (permalink)
    Is the card registered ?Sorry have to ask if it was registered within 30 days or if bought used or second hand threw non evga approved vendors .Might explaine the RMA ticket not going threw.(invalid invoice or registration is not valid )
    #2
    rlabana
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    Re:Problems with GTX 570 HD 2012/02/15 19:47:53 (permalink)
    I registered the card today when the rep informed me to register the card before he could give me a ticket number. I purchased the card from a retailer and I do have proof of purchase but I was never asked for it. I wasn't denied an RMA request, I simply wasn't even given the option to start an RMA request.
    #3
    EVGATech_MattM
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    Re:Problems with GTX 570 HD 2012/02/16 00:42:24 (permalink)
    I apologize for the issue.  For the phantom monitor it may be a grounding on the VGA part of one of the DVI ports due to the way VGA sees monitors.  I have setup an RMA for you.  Please upload the invoice and it will be reviewed within a business day.  For more details on the RMA please see the response to your latest ticket.
    #4
    rlabana
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    Re:Problems with GTX 570 HD 2012/02/16 00:54:55 (permalink)
    Thank you for setting me up with an RMA. When uploading my invoice I noticed that If I didn't register my product within 30 days of purchase that my limited warranty will not be honored. I just registered the card yesterday, which would put me at 7 days past the 30 registration period. If my understanding is correct, for being 7 days late I'm going to lose my lifetime warranty (one of the main reasons I decided to go with evga)?
    #5
    EVGATech_MattM
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    Re:Problems with GTX 570 HD 2012/02/16 01:01:59 (permalink)
    I have contacted you via PM about this and it will be reviewed.
    #6
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