HIDEvolution warranty/ repair time

Discussion in 'Reseller Feedback Forum' started by AxB, Nov 28, 2017.

  1. Donald@HIDevolution

    Donald@HIDevolution Company Representative

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    Specifically which software?

    Would you please email the message from your Windows event viewer to Support@HIDevolution.com?

    Then, please continue to work with our Support Team. I am not a technician, and this forum is not a proper place to do individual trouble shooting. Your earlier email to Support only said you were having the same issue again, and lacked the detail you are offering here.
     
  2. AxB

    AxB Notebook Enthusiast

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    Speaking to support...don't know why this wasn't looked into earlier. Sigh.
     
  3. Mr. Fox

    Mr. Fox Undefiled BGA-Hating Elitist

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    This is not necessarily an indication of a problem. It is primarily informational, not conclusive in and of itself. That message can show up on any system as a log entry in Windows Event Viewer. Most of the things that cause it are normal. Here is a short list of what can result in that log appearing:
    • Running the system on battery instead of AC
    • Using Balanced Windows Power Profile
    • Using Power saver Windows Power Profile
    • Making custom adjustments to reduce power in any Windows Power profile
    • Having boxes checked in Device Manager properties to "Allow Windows turn off this device to save power"
    • Thermal throttling of CPU
    • Improperly applied BIOS settings to save power versus enhancing performance
    You guys are awesome. It is clear that the support team has gone the extra mile in trying to replicate the behavior that was complained about. Details are always important for diagnostics.
     
  4. Falkentyne

    Falkentyne Notebook Prophet

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    Donald has really gone out of his way here to help a difficult customer. Also, "firmware limiting core X by system firmware does NOT make the system shut off." Usually that's from something overheating or exceeding absolute thermal or VRM limitations.

    That being said, the next time this happens, or the next time ANYONE reading this thread to begin with has some bizarre shutoff issue that is NOT caused by trying to run PRIME 95 and FURMARK AT THE SAME TIME, please, PLEASE, PLEASE RECORD A VIDEO OF IT. Show all processes you are running, show what you are doing, and record until the problem occurs. This won't solve the problem but DOES give people a much easier method of trying to find out what's wrong. @Arestavo had to do this to get MSI to reproduce his white screen problem, and they found out it was a problem with the hardware itself and only replacement with a newer version would fix it. But it took months for them to understand. When someone has a video and sees exactly what is happening, this transcends any language barriers or communication gaps.
     
  5. AxB

    AxB Notebook Enthusiast

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    I'm not being a difficult customer and don't really give a damn how many people on here think I am.

    Yes, I have started to record videos when the shutdowns happens but it isn't possible to record processes etc., because they occur randomly.

    Working with support at HIDEvolution, the issue is identified as potentially being a BIOS problem and we are going to try flashing another one.

    Anyone have any other ideas?
     
  6. slimmolG

    slimmolG Notebook Consultant

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    Good advice. Can you recommend a portable program that can capture the display screen as a video?
     
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  7. saturnotaku

    saturnotaku Notebook Prophet

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    If the computer is suffering from random shutdowns, such a program is not going to help, especially since a video could easily be corrupted in the event that the issue manifests itself. Better to just point your smartphone at the screen.
     
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  8. nedooo

    nedooo Notebook Consultant

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    Sure won't!
     
  9. BeastsForever.TheDragon

    BeastsForever.TheDragon Notebook Evangelist

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    @AxB
    I think you just should be glad you are having bought from hid!
    Just imagine if you wiuld have bought from someone else w/o a global warranty, and you are sitting hame witha defective laptop, what would be ur next step?
    3 year global hid wareanty costs 600$, and if you're outside us, shipping 2 ways the laptop just once would alone cost 400$!(that too at your own risk)!
    Just be glad you are with hid, not everyone gets previlleges for hid!
    Have a good day @AxB

    Sorry for spellings, KB broken here!
     
  10. BeastsForever.TheDragon

    BeastsForever.TheDragon Notebook Evangelist

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    I see the post already old, so any luck getting your laptop repaired?
     
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