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Post by adaboy on Mar 22, 2017 11:26:27 GMT -5
I am considering return the MC700 and getting a Yamaha CX-A5100. For $1000 usd creimes is selling a Marantz AV7702 here on the Lounge. If I would have saw it before buying the Marantz AV8802A I would have gotten his. Excellent deal |
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Post by Dan Laufman on Mar 22, 2017 12:01:22 GMT -5
Hi all, OK, please let me address the random audio drop out issue that a few of you are experiencing in detail... Over the last couple of weeks, we've had reports from a few of you that you are randomly losing audio. We've been looking into this in great detail and have had a very difficult time getting to the root cause of the problem. We've had returned units sent here for review and test and they have sat here working perfectly for hours on end, days in fact! We were digging throughout the code looking for bugs, checking our the HDMI subsystem, the SMPS, looking for issues... I mean we were digging hard. It was very frustrating because we know you have had legitimate issues and we really want to take care of the problem for you, but we couldn't get them to fail. We've looked everywhere for the cause of the problem to no avail... Early on I noticed that the main audio DSP seemed to be warmer to the touch than I liked. Ray told me that he had already checked the thermal profile of all of the parts right away and they were all fine, and didn't I know that the the main DSP is supposed to run warm? OK, I said, but I don't like warm running parts as a general rule. So on the investigation went... Ray ended up with a stack of MC-700's running in the lab hooked up to various monitors and sources waiting for a drop-out so he could dig around and find what inside the box had stopped running and caused the audio to quit. It could have been many, many things... and finally, the MC-700 in the stack crapped out. Hooray!! We took a look at it and we saw it had gotten noticeably warmer than the other units because it was in the middle of the pile and was taking in heat from the other units around it. But, when we open it up to test it, it ran fine. Hmmmm.... Ray grabbed his space heater and blew hot air on the the unit. Audio dropped out out again! Hooray again!! We then took all of the other returned units that were working fine by themselves and heated them up and boom. No audio! Now we knew what was going on. I said to Joe Sr., dig out a stick-on heatsink from the parts bin and let's stick in on the main DSP and see if that doesn't make it happy again. So out he came from his magic box of parts with a neat little heatsink, and on it went to the main DSP, and guess what? NO DROPOUTS!! You can blast the units with the heater and they play fine!  Problem solved. The weird deal is, that the main DSP is not running beyond it's rated temperature, even when the box is warm. So Ray is right. But, some of them appear to develop very small timing errors as they warm up and if they happen to get a little too warm, they glitch. That's why I don't like parts that run warm! Sometimes they do weird stuff. So, if you have had a unit with an audio drop-out and you've called in and have a service ticket started, you should have received an email from us yesterday with a plan of action to get your unit replaced with another unit that has had the magical heatsink installed on the main DSP. If you didn't not receive this email, please let us know and we'll get you sorted out ASAP. If you have a unit that is "glitching" and you don't want to be bothered swapping it out and sending it back, we'll be pleased to sent you the stick-on heatsink and simple instructions for installing it. Just let us know if you would like to do this. Whatever is easier for you, just let us know. I want to sincerely apologize for the inconvenience an the delay in resolving this issue, but it was very odd and not at all what we expected it to be in the end. As always we appreciate you patience and understanding. Regards, Big Dan |
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Post by bryston on Mar 22, 2017 14:49:15 GMT -5
Thanks Dan, I talked to your customer service center late this morning and got the same message. I work remotely, but drove to work at lunch and picked up an appropriate heat sink in one of labs drove home and installed it. Nora Jones has been playing on repeat for 3 hours now. Looks good!
Cheers,
Scott
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Post by bullet66 on Mar 22, 2017 17:23:57 GMT -5
Hi all, OK, please let me address the random audio drop out issue that a few of you are experiencing in detail... Over the last couple of weeks, we've had reports from a few of you that you are randomly losing audio. We've been looking into this in great detail and have had a very difficult time getting to the root cause of the problem. We've had returned units sent here for review and test and they have sat here working perfectly for hours on end, days in fact! We were digging throughout the code looking for bugs, checking our the HDMI subsystem, the SMPS, looking for issues... I mean we were digging hard. It was very frustrating because we know you have had legitimate issues and we really want to take care of the problem for you, but we couldn't get them to fail. We've looked everywhere for the cause of the problem to no avail... Early on I noticed that the main audio DSP seemed to be warmer to the touch than I liked. Ray told me that he had already checked the thermal profile of all of the parts right away and they were all fine, and didn't I know that the the main DSP is supposed to run warm? OK, I said, but I don't like warm running parts as a general rule. So on the investigation went... Ray ended up with a stack of MC-700's running in the lab hooked up to various monitors and sources waiting for a drop-out so he could dig around and find what inside the box had stopped running and caused the audio to quit. It could have been many, many things... and finally, the MC-700 in the stack crapped out. Hooray!! We took a look at it and we saw it had gotten noticeably warmer than the other units because it was in the middle of the pile and was taking in heat from the other units around it. But, when we open it up to test it, it ran fine. Hmmmm.... Ray grabbed his space heater and blew hot air on the the unit. Audio dropped out out again! Hooray again!! We then took all of the other returned units that were working fine by themselves and heated them up and boom. No audio! Now we knew what was going on. I said to Joe Sr., dig out a stick-on heatsink from the parts bin and let's stick in on the main DSP and see if that doesn't make it happy again. So out he came from his magic box of parts with a neat little heatsink, and on it went to the main DSP, and guess what? NO DROPOUTS!! You can blast the units with the heater and they play fine! Problem solved. The weird deal is, that the main DSP is not running beyond it's rated temperature, even when the box is warm. So Ray is right. But, some of them appear to develop very small timing errors as they warm up and if they happen to get a little too warm, they glitch. That's why I don't like parts that run warm! Sometimes they do weird stuff. So, if you have had a unit with an audio drop-out and you've called in and have a service ticket started, you should have received an email from us yesterday with a plan of action to get your unit replaced with another unit that has had the magical heatsink installed on the main DSP. If you didn't not receive this email, please let us know and we'll get you sorted out ASAP. If you have a unit that is "glitching" and you don't want to be bothered swapping it out and sending it back, we'll be pleased to sent you the stick-on heatsink and simple instructions for installing it. Just let us know if you would like to do this. Whatever is easier for you, just let us know. I want to sincerely apologize for the inconvenience an the delay in resolving this issue, but it was very odd and not at all what we expected it to be in the end. As always we appreciate you patience and understanding. Regards, Big Dan Dan my MC-700 showed the problem and it failed always after 3hrs of use and it was on a well ventilated place. Nevertheless I live of the tropics and even with Air Conditioners temp gets to the high 80F's, should I be concern the fix works at higher ambient temps? |
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Post by harlan on Mar 22, 2017 19:55:29 GMT -5
Deleted since Ive already made my point |
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Post by rbk123 on Mar 23, 2017 9:16:46 GMT -5
I'm curious if changing the chassis to have ventilation would help.
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Post by aznhorn on Mar 23, 2017 14:39:10 GMT -5
Just called their support line and I opted for them to send me the heat sink. Was told it would get shipped early next week as they are working on documenting the install. Guess I have no choice but to do something productive this weekend!
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cawgijoe
Emo VIPs 
"When you come to a fork in the road, take it." - Yogi Berra
Posts: 5,032
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Post by cawgijoe on Mar 23, 2017 15:52:40 GMT -5
I'm curious if changing the chassis to have ventilation would help. I don't think they expected a problem to begin with. That could help, but I'm wondering about retooling cost. The heat sink may be a better solution. |
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Post by rbk123 on Mar 23, 2017 16:16:45 GMT -5
I don't think they expected a problem to begin with. That could help, but I'm wondering about retooling cost. The heat sink may be a better solution. Agree. The chip should NOT be mis-behaving at the current temps, and so they've been given a product that doesn't work as they were told (ironic). Just curious if the chassis were ventilated if this would still have shown up. |
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Post by harlan on Mar 23, 2017 16:30:16 GMT -5
Yes, irony.....so do you sit back or pursue?
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Post by foggy1956 on Mar 23, 2017 16:46:19 GMT -5
Yes, irony.....so do you sit back or pursue? In this instance, sit back☺ |
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Post by harlan on Mar 23, 2017 17:05:48 GMT -5
Yes, irony.....so do you sit back or pursue? In this instance, sit back☺ Yup, I know that....staying in my lane. I was talking from their perspective. |
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Post by foggy1956 on Mar 23, 2017 17:12:42 GMT -5
In this instance, sit back☺ Yup, I know that....staying in my lane. I was talking from their perspective. Patience grasshopper, this forum is a tough playground, but I believe Emotiva will take care of you |
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klinemj
Emo VIPs
Official Emofest Scribe
Posts: 15,083
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Post by klinemj on Mar 23, 2017 17:24:37 GMT -5
Yes, they will...
Mark
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nick85
Seeker Of Truth
Posts: 5 
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Post by nick85 on Mar 23, 2017 21:39:50 GMT -5
Hi, Emotiva customer service were very good, and shipped a replacement and emailed me a UPS return shipping label out the same day i called them. I would of recieved it in 3 days except for the North East US storm last week. I plugged it in last night, but have only had about an hour of listening time. So far so good, all sources seem to work normal in regards to no audio cut out. I have noticed a few peculiarities others have mentioned such as the "mode" defaulting back to Dolby PLLX, or something similar after an soft on/off . To be fair I want to spend some more time with it before commenting, as it may be operator error. Couple of quick questions for anyone who might know: 1. what is "AllStereo" mode? And how would it apply to 2 channel PCM ? 2. I have enabled HDMI CEC on both the MC700 and my Samsung TV. I was hoping when I turn on my MC the TV would come on as well. So far the only thing that works is when I turn off my TV (with the Samsung remote) it also turn s off the MC700. Any suggestions? Thanks for the info on the return process. I called customer service the other morning. They were very personable and I was happy to opt to install the heat sink myself to speed up the process even more. Glad they were able to find the problem and a simple solution. It does suck having to wait longer after being on the back order list but they are the only ones delivering something like this to the market. Check this out regarding the All Stereo mode: emotivalounge.proboards.com/thread/49694/mc-700-mode-question-879995 |
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Post by jolaca on Mar 24, 2017 7:41:41 GMT -5
I think Emotiva has solved this issue very well. However, unfortunately I think I'm not going to be able to enjoy my new MC700. As an international customer I chose (my error) to use a mail forwarding company to have a smaller expense in shipping costs, and I chose a company called SHIPITO. Just wanted to warn all international customers not to use this company: Emotiva sent to their warehouse via UPS my MC700, and it was received at SHIPITO warehouse on March 16th. I was immediately notified by UPS that it had been delivered. However, there were no news from the Shipito warehouse so I opened a support ticket and asked what was happening: 20 minutes after this, I was notify, and 2 photos were taken of my emotiva in their warehouse: at this very same moment I paid for a DHL international shipping in order to have it at home as soon as possible. However, it was never sent, after 6 days they recognised that it was lost in their warehouse: HOW COME? LOST? I am pretty sure it was directly stolen because of the value of the product. Now I have read over twitter and Internet lots of cases indicating this way of acting by Shipito. I know it's my fault for being too innocent. However, it is quite sad after several months waiting for it and I am not even sure they will give me my money back. So PLEASE BEWARE!! And...don't complain too much about some little problem here or there...at least you have your units!! ;-))
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Post by jessa69 on Mar 24, 2017 8:25:30 GMT -5
This is real sad.....hope you get your money back and next time around go direct.....i had few cheaper options for shipping to Singapore but never did it.
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nedseg
Seeker Of Truth
Posts: 8
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Post by nedseg on Mar 24, 2017 11:18:09 GMT -5
Hi,
And it's not just international shipping.
I had my umc200 'drop shipped' to my local fedex/kinko store, thinking it would be safer than dropoff at home.
The darn thing was stolen somewhere between the local fedex warehouse and the store.
I got nothing but 'glad handing' from fedex reps, and Emotiva was particularly non-responsive to shipping me another...which still rankles me.
(But they DID somewhat make good several years later by repairing that same -200 from 'gone nuts' state very quickly, and at no charge.)
It was a month or so before I got notice they'd shipped me a replacement.
Never heard anything more about it than, yup, it was stolen (duh).
So...yes, I think some gear/boxing may be too tempting?
(I've re-routed many fedex items that way before, including Oppo gear, and had no problems...never again, though.)
Shipping handoffs, just like in project management, are risk 'zones'.
On the heat problem - I'm amazed Emotiva does not hot box test their gear, esp new products (apparently).
I worked in manufacturing electronics for a long time, and we hotboxed (with temp probes and output monitoring) ALL new products before First Shipment, and even pulled one unit out of each production run for it as well.
"Fully baked" was our catch phrase for 'ready to ship'.
Stupid easy to do - big alum. box lined with blue foam, with connections for output & temp monitoring.
I don't recall what our upper temp limit was, but it did occasionally catch failures - usually power supplies, but that was in the very early days of switchers.
We also instituted burn-in shelves (also monitored) for ALL production runs - a minimum of 24hrs (for rush shipments), max of 1 week.
(And in fact, those shelves of units blinking away became part of factory tours..so even had a PR value!)
That company earned a reputation for durability/reliability that pretty much killed off almost all the competition - none of whom used any QC at all to speak of.
It takes diligent prioritization from The Boss to support that kind of QC (both SW and HW) diligence, so the fact that Emo does NOT appear to do it may imply a certain degree of willingness to ship product of unknown production quality.
Hope they can fix that.
Best wishes and good luck!!
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cawgijoe
Emo VIPs
"When you come to a fork in the road, take it." - Yogi Berra
Posts: 5,032
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Post by cawgijoe on Mar 24, 2017 11:55:15 GMT -5
The board apparently was not supossed to get hot enough to create a problem, but it did. We don't know if they do or don't do hot box testing. It's quite possible they do and the test samples were not problematic.
At this point it is speculation.
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Post by emohawk on Mar 24, 2017 12:00:56 GMT -5
I'm curious if changing the chassis to have ventilation would help. I was thinking the same thing. I'm running mine with the cover off until the heat sink arrives. Works perfectly, but not an option if you have kids or pets. With the cover installed the audio drops after 5-10 mins. New user & first post, btw. |
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