EVGATech_ChrisB
EVGA Tech Support
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Re: GTX 1080 FTW - Black screen & fans spin up to 100%
2016/08/31 16:10:39
(permalink)
Hi TheGuz4L, Yes, I can confirm that all cards shipping from the EVGA US office will have the fix mentioned by Jacob from 8/30 forward and from EU 8/31 forward. TheGuz4L
EVGA_JacobF
We have identified this and can confirm that this occurs on a small number of 1080 FTW cards. We have found the root cause and have corrected it. If you are experiencing this problem please contact us directly.
Jacob,
My RMA shipped yesterday, 8/30/2016 around 5:30 PM PST for a new replacement FTW card. Will the 'fix' be on my new card when it comes next week?
Your post was a few hours after it shipped so I want to make sure the fixed cards were shipped before your annoucement.
Edit: Jacob replied 'yes' via Tweet. Yay :)
https://twitter.com/EVGA_...tus/771003271355830272
post edited by EVGATech_ChrisB - 2016/09/01 09:14:01
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EVGATech_ChrisB
EVGA Tech Support
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Re: GTX 1080 FTW - Black screen & fans spin up to 100%
2016/08/31 16:12:40
(permalink)
Hi HeroicArchetype, Yes, I can confirm that your card will work once received as all GTX 1080 FTW model 08G-P4-6286-KR are 100% tested prior to shipping for RMA. If you should need further help then please contact us as I assure you that we are here to help. HeroicArchetype
Jacob so I can proceed with an advanced rma knowing my next card won't be faulty? If it's gonna be faulty can I ask for a full refund without stocking fee?
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EVGATech_ChrisB
EVGA Tech Support
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Re: GTX 1080 FTW - Black screen & fans spin up to 100%
2016/08/31 16:13:56
(permalink)
Hi BranC85, No, this problem was only on a very small number of GTX 1080 FTW cards and only occurs after a longer period of use (Meaning a hour or so). BranC85
EVGA_JacobF
We have identified this and can confirm that this occurs on a small number of 1080 FTW cards. We have found the root cause and have corrected it. If you are experiencing this problem please contact us directly.
So the specific problem that was confirmed, would it impact 1070 FTW cards as well? Such as GPU binning? I've had crashes like this with my 1070 but I haven't seen many posts in the forum about the same problem being experienced by users of my card.
post edited by EVGATech_ChrisB - 2016/09/08 11:29:54
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EVGATech_ChrisB
EVGA Tech Support
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Re: GTX 1080 FTW - Black screen & fans spin up to 100%
2016/08/31 16:24:12
(permalink)
Hi test20090424, Please contact our Taiwan office for assistance. Taiwan Office Taipei, Taiwan Tel: +886.2.82262868 Fax: +886.2.82261338 Support email: supportTW@evga.com test20090424
EVGA_JacobF
We have identified this and can confirm that this occurs on a small number of 1080 FTW cards. We have found the root cause and have corrected it. If you are experiencing this problem please contact us directly.
Hello Jacob
I live in China, on July 28th I bought my FTW 1080 from JD which is one of EVGA's online retailer in China.
My card has this black screen issue, and apparently I have already missed the refund time limit.
So which EVGA support should I contact? Could you please give me an email address or phone number which works for me from China?
Thank you!
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TheReich
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Re: GTX 1080 FTW - Black screen & fans spin up to 100%
2016/08/31 16:47:04
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I just recieved an RMA today and it still had this problem :( I guess mine didn't make the fix. Do I just contact for another RMA? I still haven't returned my other one.
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chrisalee
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Re: GTX 1080 FTW - Black screen & fans spin up to 100%
2016/08/31 16:49:33
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I'm having the issue as well and my RMA unit shipped today. I live on the east coast so it probably took longer to ship.
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vinakro
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Re: GTX 1080 FTW - Black screen & fans spin up to 100%
2016/08/31 16:56:22
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I live in Australia and spoke with the Taiwan support for RMA. They explained that it would take a few weeks to ship to Australia and that Advanced RMA and expedited shipping was not available. Including the time it takes to ship my card there, I'd be without a card for maybe 4-5 weeks for something I've owned since last Friday.
Does anyone in Australia want to share their RMA experience so I can get a better idea? Is there a better solution?
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jts133
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Re: GTX 1080 FTW - Black screen & fans spin up to 100%
2016/08/31 17:03:17
(permalink)
TheReich
I just recieved an RMA today and it still had this problem :( I guess mine didn't make the fix. Do I just contact for another RMA? I still haven't returned my other one.
Yes. I went through two cards as well. Apparently the fix is relatively new, based on my experience and the fact that EVGA is now commenting in the thread. Return your last card ASAP and contact EVGA by phone and ask about your options. I'm sure they'll work with you.
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TheGuz4L
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Re: GTX 1080 FTW - Black screen & fans spin up to 100%
2016/08/31 17:06:01
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EVGATech_ChrisB
Hi TheGuz4L,
Yes, I can confirm that all cards shipping from the EVGA US office will have the fix mentioned by Jacob from 8/30 forward.
TheGuz4L
EVGA_JacobF
We have identified this and can confirm that this occurs on a small number of 1080 FTW cards. We have found the root cause and have corrected it. If you are experiencing this problem please contact us directly.
Jacob,
My RMA shipped yesterday, 8/30/2016 around 5:30 PM PST for a new replacement FTW card. Will the 'fix' be on my new card when it comes next week?
Your post was a few hours after it shipped so I want to make sure the fixed cards were shipped before your annoucement.
Edit: Jacob replied 'yes' via Tweet. Yay :)
https://twitter.com/EVGA_...tus/771003271355830272
Thanks Chris!
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ImpulsePie
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Re: GTX 1080 FTW - Black screen & fans spin up to 100%
2016/08/31 17:19:39
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vinakro
I live in Australia and spoke with the Taiwan support for RMA. They explained that it would take a few weeks to ship to Australia and that Advanced RMA and expedited shipping was not available. Including the time it takes to ship my card there, I'd be without a card for maybe 4-5 weeks for something I've owned since last Friday.
Does anyone in Australia want to share their RMA experience so I can get a better idea? Is there a better solution?
I'm going to be in the same boat as you. It's a shame that EVGA support in the US and Europe is much faster than for us here in Australia. I don't want to be without my card for weeks and weeks on end either. I'm tempted to send it back to where I bought it from instead and get a refund, get a different card. I would like to stay with EVGA, but their legendary warranty service doesn't really extend to us in Australia. If I can't get an advanced RMA, then I will be using my consumer rights with the place of purchase instead.
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vinakro
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Re: GTX 1080 FTW - Black screen & fans spin up to 100%
2016/08/31 17:24:01
(permalink)
ImpulsePie
I'm going to be in the same boat as you. It's a shame that EVGA support in the US and Europe is much faster than for us here in Australia. I don't want to be without my card for weeks and weeks on end either. I'm tempted to send it back to where I bought it from instead and get a refund, get a different card. I would like to stay with EVGA, but their legendary warranty service doesn't really extend to us in Australia. If I can't get an advanced RMA, then I will be using my consumer rights with the place of purchase instead.
Yeah, you'd hope that EVGA would be more flexible with worldwide warranty, especially for cases like this where it isn't a one off issue. Surely, offering an Advanced RMA in extraordinary circumstances like this is better than losing a customer altogether?
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jts133
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Re: GTX 1080 FTW - Black screen & fans spin up to 100%
2016/08/31 17:45:16
(permalink)
ImpulsePie
vinakro
I live in Australia and spoke with the Taiwan support for RMA. They explained that it would take a few weeks to ship to Australia and that Advanced RMA and expedited shipping was not available. Including the time it takes to ship my card there, I'd be without a card for maybe 4-5 weeks for something I've owned since last Friday.
Does anyone in Australia want to share their RMA experience so I can get a better idea? Is there a better solution?
I'm going to be in the same boat as you. It's a shame that EVGA support in the US and Europe is much faster than for us here in Australia. I don't want to be without my card for weeks and weeks on end either. I'm tempted to send it back to where I bought it from instead and get a refund, get a different card. I would like to stay with EVGA, but their legendary warranty service doesn't really extend to us in Australia. If I can't get an advanced RMA, then I will be using my consumer rights with the place of purchase instead.
vinakro
ImpulsePie
I'm going to be in the same boat as you. It's a shame that EVGA support in the US and Europe is much faster than for us here in Australia. I don't want to be without my card for weeks and weeks on end either. I'm tempted to send it back to where I bought it from instead and get a refund, get a different card. I would like to stay with EVGA, but their legendary warranty service doesn't really extend to us in Australia. If I can't get an advanced RMA, then I will be using my consumer rights with the place of purchase instead.
Yeah, you'd hope that EVGA would be more flexible with worldwide warranty, especially for cases like this where it isn't a one off issue. Surely, offering an Advanced RMA in extraordinary circumstances like this is better than losing a customer altogether?
I've been pretty vocal about strong customer service from EVGA, but I was very Amerocentric with that. Perhaps try using a social media platform to address your concerns and see if you can get a better outcome? Surely you guys down-under shouldn't be made to suffer for what appears to be a manufacturing defect.
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test20090424
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Re: GTX 1080 FTW - Black screen & fans spin up to 100%
2016/08/31 18:02:44
(permalink)
EVGATech_ChrisB
Hi test20090424,
Please contact our Taiwan office for assistance.
Taiwan Office
Taipei, Taiwan
Tel: +886.2.82262868
Fax: +886.2.82261338
Support email:
test20090424
EVGA_JacobF
We have identified this and can confirm that this occurs on a small number of 1080 FTW cards. We have found the root cause and have corrected it. If you are experiencing this problem please contact us directly.
Hello Jacob
I live in China, on July 28th I bought my FTW 1080 from JD which is one of EVGA's online retailer in China.
My card has this black screen issue, and apparently I have already missed the refund time limit.
So which EVGA support should I contact? Could you please give me an email address or phone number which works for me from China?
Thank you!
Hello Chris, thank you for your kind response. But it will take months to finish the whole RMA process from China to EVGA Taiwan. I'll have no card to use! Can EVGA just make an official recall for these cards so that I can get refund from the online stored where I bought the card? I've missed the refund time limit. It's really a shame that there is no EVGA support in China, even though all these cards are made in China.
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vinakro
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Re: GTX 1080 FTW - Black screen & fans spin up to 100%
2016/08/31 18:14:55
(permalink)
Seems like EVGA should try to improve their support in the Asia-Pacific region.
I get USA/Europe is a lot easier to handle, but the market in this region is probably huge too.
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ImpulsePie
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Re: GTX 1080 FTW - Black screen & fans spin up to 100%
2016/08/31 18:23:31
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Well I've just received the standard reply from my place of purchase stating that they have to send away to a service centre for every warranty/DOA claim. Which means they'll want to send it back to EVGA anyway, making the process take even longer. Ugh. I just want a working card without weeks of downtime, is that too much to ask for?
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vinakro
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Re: GTX 1080 FTW - Black screen & fans spin up to 100%
2016/08/31 18:30:29
(permalink)
ImpulsePie
Well I've just received the standard reply from my place of purchase stating that they have to send away to a service centre for every warranty/DOA claim. Which means they'll want to send it back to EVGA anyway, making the process take even longer. Ugh. I just want a working card without weeks of downtime, is that too much to ask for?
Agreed. Can anyone from EVGA comment or provide some guidance to help us out? I want to support EVGA, but I've owned the card for under a week and I'm being told I have not only pay for shipping to Taiwan for an RMA but have to wait several weeks to get something back.
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jts133
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Re: GTX 1080 FTW - Black screen & fans spin up to 100%
2016/08/31 18:35:08
(permalink)
ImpulsePie
Well I've just received the standard reply from my place of purchase stating that they have to send away to a service centre for every warranty/DOA claim. Which means they'll want to send it back to EVGA anyway, making the process take even longer. Ugh. I just want a working card without weeks of downtime, is that too much to ask for?
vinakro
ImpulsePie
Well I've just received the standard reply from my place of purchase stating that they have to send away to a service centre for every warranty/DOA claim. Which means they'll want to send it back to EVGA anyway, making the process take even longer. Ugh. I just want a working card without weeks of downtime, is that too much to ask for?
Agreed. Can anyone from EVGA comment or provide some guidance to help us out? I want to support EVGA, but I've owned the card for under a week and I'm being told I have not only pay for shipping to Taiwan for an RMA but have to wait several weeks to get something back.
I apologize I didn't see this before, but I had offered some twitter handles. I guess the forums delete those automatically. I think you best bet is to bring this issue up on twitter, (at)TEAMEVGA (at)EVGA_JacobF (at)evgagaming. If you've got twitter, put your story out there and see if something comes of it.
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FEAReaper
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Re: GTX 1080 FTW - Black screen & fans spin up to 100%
2016/08/31 19:27:29
(permalink)
EVGATech_ChrisB
Hi BranC85,
Â
No, this problem was only on a very small number of GTX 1080 FTW cards and only occurs after a longer period of use.
Â
BranC85
EVGA_JacobF
We have identified this and can confirm that this occurs on a small number of 1080 FTW cards. We have found the root cause and have corrected it. If you are experiencing this problem please contact us directly.
So the specific problem that was confirmed, would it impact 1070 FTW cards as well? Such as GPU binning? I've had crashes like this with my 1070 but I haven't seen many posts in the forum about the same problem being experienced by users of my card.
"Only occurs after a longer period of use" I wouldnt consider 10-20 minutes of a low stress game like Rocket League to fall into that description. It happens pretty damn quickly for me. But Chris and the team have done a great job of helping me out with mine, and I will report back when i receive my 2nd and hopefully final replacement.
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HawkBat
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Re: GTX 1080 FTW - Black screen & fans spin up to 100%
2016/08/31 19:37:07
(permalink)
vinakro
I live in Australia and spoke with the Taiwan support for RMA. They explained that it would take a few weeks to ship to Australia and that Advanced RMA and expedited shipping was not available. Including the time it takes to ship my card there, I'd be without a card for maybe 4-5 weeks for something I've owned since last Friday.
Does anyone in Australia want to share their RMA experience so I can get a better idea? Is there a better solution?
Hi, does that mean this article is wrong? evga[dot]com/articles/00671/ It explicitly states that the Advanced RMA is available regardless of region. Can someone from EVGA comment on this?
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vinakro
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Re: GTX 1080 FTW - Black screen & fans spin up to 100%
2016/08/31 20:11:52
(permalink)
HawkBat
Hi, does that mean this article is wrong?
evga[dot]com/articles/00671/
It explicitly states that the Advanced RMA is available regardless of region. Can someone from EVGA comment on this?
Apparently not.
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edoras
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Re: GTX 1080 FTW - Black screen & fans spin up to 100%
2016/08/31 20:47:48
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Add another case to this growing list...I bought two 1080 FTWs yesterday and had them crash twice tonight as described in the thread (running in SLI, screen goes black, fans go to 100%, need to power cycle the machine completely to get the cards to recover). This is really disappointing. I've never had to contact EVGA before...so I filed a support ticket for this against one of the cards. Is that the right way of contacting them about this? How does the RMA process work? Or would it make more sense to just return these cards to where I bought them and get a refund because they are defective? What a total hassle...
post edited by edoras - 2016/08/31 20:55:34
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landerx74
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Re: GTX 1080 FTW - Black screen & fans spin up to 100%
2016/08/31 22:05:37
(permalink)
edoras
Add another case to this growing list...I bought two 1080 FTWs yesterday and had them crash twice tonight as described in the thread (running in SLI, screen goes black, fans go to 100%, need to power cycle the machine completely to get the cards to recover). This is really disappointing.
I've never had to contact EVGA before...so I filed a support ticket for this against one of the cards. Is that the right way of contacting them about this? How does the RMA process work? Or would it make more sense to just return these cards to where I bought them and get a refund because they are defective? What a total hassle...
I returned mine to the place I bought them. They made an exception and gave me store credit. And I didn't want to take the time to get the card replaced by EVGA since when I called them they never even heard about this problem. And because of the slow response to this I chose not to replace this with an EVGA card. I chose a different card from a different manufacturer and it works flawlessly. Finally I am experiencing the beauty of the GTX 1080. 😀
post edited by landerx74 - 2016/08/31 22:07:47
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test20090424
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Re: GTX 1080 FTW - Black screen & fans spin up to 100%
2016/08/31 22:34:51
(permalink)
EVGA_JacobF
We have identified this and can confirm that this occurs on a small number of 1080 FTW cards. We have found the root cause and have corrected it. If you are experiencing this problem please contact us directly.
So what is the root cause exactly? Could you please share the info with us?
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GosuPvP
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Re: GTX 1080 FTW - Black screen & fans spin up to 100%
2016/08/31 22:37:45
(permalink)
What are the odds of NewEgg Canada getting a decent batch? Is there any way for us to know with a serial number or such? I called EVGA, the guy seemed OK with me ordering again from NewEgg, but in reality, is it more likely to still have an issue or no since it is coming from EVGA? What can I ask them to look for if anything?
Thanks
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ImpulsePie
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Re: GTX 1080 FTW - Black screen & fans spin up to 100%
2016/09/01 02:20:53
(permalink)
Did an ask question thing, got a reply and tried to send another reply back, can't do it due to an error with the website. Sent a separate email to Taiwan/Australian team last night, been 24 hours with no response so far. I feel like I'm dealing with this myself, I'm gonna have to go to the shop where I bought this online from (3 hours away) and prove to them in person that it's faulty, try to force them to replace/refund. Unfortunately it's not looking like it'll be with another EVGA card.
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test20090424
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Re: GTX 1080 FTW - Black screen & fans spin up to 100%
2016/09/01 06:03:26
(permalink)
Anybody got fixed 1080FTW? Could you please share your BIOS?
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CoercionShaman
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Re: GTX 1080 FTW - Black screen & fans spin up to 100%
2016/09/01 06:28:21
(permalink)
test20090424
Anybody got fixed 1080FTW? Could you please share your BIOS?
If it were a BIOS issue, don't you think they would simply mail it to everyone that has these cards and not be requesting an RMA?
What use is knowledge if there is no understanding?~Stobaeus
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ImpulsePie
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Re: GTX 1080 FTW - Black screen & fans spin up to 100%
2016/09/01 06:34:33
(permalink)
I think it's more likely something to do with overheating VRM's or a power issue. Some people have reported the card feeling very hot towards the rear, or spikes in voltage or clock speed before the crash. That's why they also get us to test in debug mode, as that disabled all GPU boost and only allows the card to run a factory overclocked speeds, not jumping into the 2000's.
post edited by ImpulsePie - 2016/09/01 06:39:24
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test20090424
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Re: GTX 1080 FTW - Black screen & fans spin up to 100%
2016/09/01 07:07:09
(permalink)
CoercionShaman
test20090424
Anybody got fixed 1080FTW? Could you please share your BIOS?
If it were a BIOS issue, don't you think they would simply mail it to everyone that has these cards and not be requesting an RMA?
No update info from EVGA, just a try.
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chrisalee
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Re: GTX 1080 FTW - Black screen & fans spin up to 100%
2016/09/01 07:16:12
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test20090424
CoercionShaman
test20090424
Anybody got fixed 1080FTW? Could you please share your BIOS?
If it were a BIOS issue, don't you think they would simply mail it to everyone that has these cards and not be requesting an RMA?
No update info from EVGA, just a try.
Support just got back to me saying they are pretty confident another RMA will fix the issue. Seems to be a hardware issue. I doubt it's a BIOS issue.
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