Faulty J50C fan - device only 2 months old - Return Process Review (updated)

T

tonemapped

Member
The Problem
I've been happy with the J50C up until it woke from sleep with the fan sounding like a hedge trimmer.

Attempt(s) to Fix
- I removed all cables, used anti-static gloves, and took the machine apart in case a cable had moved and got in the way (blocking the blades), or in case there was an obvious, visible fix. There was not.

- I put the machine back together and tried turning it on - the same noise. The noise is hard to exactly describe, but it's loud enough that I can hear it over a hairdryer.

- No rattling appeared to be coming from the device and everything looked seated and secured correctly (including the tape holding the CPU fan wire).

- Upon my third attempt, the fan seemed to calm down - BUT the BIOS had reset. I removed power before taking the device apart, but the battery should have saved any settings. That's the primary purpose of the battery! This is odd.

- The fan noise calmed down after changing the angle the device sits at (it was previously on a flat surface, and now it's slightly tilted - this should not be a fix) and the RPM reduced due to the BIOS resetting - therefore using the default curve/values.

- I decided to plug all the cables back in (power, ethernet, HDMI, Logitech USB receiver, USB Lightpack) and boot into Windows.

In Windows
- Upon entering Windows, I checked reported temperatures and Event Viewer to see if any problems had occurred. I found another WHEA fatal hardware error (not using extra RAM - the entire device is stock).

- I have now run a stress test (pi calculations) for [edit] 02:28:31 (over two hours) 30 minutes and the fan has ramped up to 4800rpm with temperatures of 81°C - perfectly reasonable for sustained heavy load during a hot summer in the UK (no air conditioning).

Observations
I have to say, I'm really disappointed as this device has only been in-use for 51 days - less than two months, with average daily use of two hours. I have recommended it to various friends due to the reputation Minix has.

This is meant to be a product that is capable for semi-industrial use. One example Minix uses is powering digital signs, and I believe this is due to the robust, quality builds that Minix is known for - where a device can be left with minimal maintenance and in less than desirable conditions. It's a selling point of Minix devices. I expect better quality control.

And considering the fan uses ADDA's Hypro bearings (according to this specification sheet), I'm surprised the fan has an issues at all. It's bizarre. The only change I made to the fan curve/values was adjusting the BIOS default to be ~10% more, on average, than stock - well within the specs.

1628197033268.png

Conclusion
Since this was purchased from Minix directly through Amazon, are there any options for a replacement fan? If not, what are the options? I won't email support or contact Amazon just yet - hopefully a staff member will reply here in case anyone else has the same problem.

Additionally, it seems Minix is no longer selling this device (any many others) anywhere. Is this due to stock problems with more stock on the way, or is Minix closing down? It's never good when a company doesn't restock, with nearly every device being out of stock with no availability date, in major markets such as the UK, EU (Germany), and US. :(
 
Last edited:
MooseJaw said:
This is a hardware problem that we can't address. We're not Minix staff. You should email support.
Click to expand...
I know you're not Minix staff. However, Minix staff do reply on the forum and my reasons are explained at the bottom of my initial post. If staff don't reply within a few days, I'll send an email, as implied in the initial post. It's useful to have content public in case other users have the same problem - assuming fans are bought in batches for production runs. If a fan dies after less than ~100 hours of use (spread over 51 days), other users may have the same issue.
 
Last edited by a moderator:
tonemapped said:
I know you're not Minix staff. However, Minix staff do reply on the forum and my reasons are explained at the bottom of my initial post. If staff don't reply within a few days, I'll send an email, as implied in the initial post. It's useful to have content public in case other users have the same problem - assuming fans are bought in batches for production runs. If a fan dies after less than ~100 hours of use (spread over 51 days), other users may have the same issue.
Click to expand...
That's very fair. @MINIX - Eric should be able to help. Pinging him to help bring attention to the post.
 
tonemapped said:
I know you're not Minix staff. However, Minix staff do reply on the forum and my reasons are explained at the bottom of my initial post. If staff don't reply within a few days, I'll send an email, as implied in the initial post. It's useful to have content public in case other users have the same problem - assuming fans are bought in batches for production runs. If a fan dies after less than ~100 hours of use (spread over 51 days), other users may have the same issue.
Click to expand...

Yes, you are right! I trust Minix will do their best and share its comment on this issue.
 
tonemapped said:
The Problem
I've been happy with the J50C up until it woke from sleep with the fan sounding like a hedge trimmer.

Attempt(s) to Fix
- I removed all cables, used anti-static gloves, and took the machine apart in case a cable had moved and got in the way (blocking the blades), or in case there was an obvious, visible fix. There was not.

- I put the machine back together and tried turning it on - the same noise. The noise is hard to exactly describe, but it's loud enough that I can hear it over a hairdryer.

- No rattling appeared to be coming from the device and everything looked seated and secured correctly (including the tape holding the CPU fan wire).

- Upon my third attempt, the fan seemed to calm down - BUT the BIOS had reset. I removed power before taking the device apart, but the battery should have saved any settings. That's the primary purpose of the battery! This is odd.

- The fan noise calmed down after changing the angle the device sits at (it was previously on a flat surface, and now it's slightly tilted - this should not be a fix) and the RPM reduced due to the BIOS resetting - therefore using the default curve/values.

- I decided to plug all the cables back in (power, ethernet, HDMI, Logitech USB receiver, USB Lightpack) and boot into Windows.

In Windows
- Upon entering Windows, I checked reported temperatures and Event Viewer to see if any problems had occurred. I found another WHEA fatal hardware error (not using extra RAM - the entire device is stock).

- I have now run a stress test (pi calculations) for [edit] 02:28:31 (over two hours) 30 minutes and the fan has ramped up to 4800rpm with temperatures of 81°C - perfectly reasonable for sustained heavy load during a hot summer in the UK (no air conditioning).

Observations
I have to say, I'm really disappointed as this device has only been in-use for 51 days - less than two months, with average daily use of two hours. I have recommended it to various friends due to the reputation Minix has.

This is meant to be a product that is capable for semi-industrial use. One example Minix uses is powering digital signs, and I believe this is due to the robust, quality builds that Minix is known for - where a device can be left with minimal maintenance and in less than desirable conditions. It's a selling point of Minix devices. I expect better quality control.

And considering the fan uses ADDA's Hypro bearings (according to this specification sheet), I'm surprised the fan has an issues at all. It's bizarre. The only change I made to the fan curve/values was adjusting the BIOS default to be ~10% more, on average, than stock - well within the specs.

View attachment 3587

Conclusion
Since this was purchased from Minix directly through Amazon, are there any options for a replacement fan? If not, what are the options? I won't email support or contact Amazon just yet - hopefully a staff member will reply here in case anyone else has the same problem.

Additionally, it seems Minix is no longer selling this device (any many others) anywhere. Is this due to stock problems with more stock on the way, or is Minix closing down? It's never good when a company doesn't restock, with nearly every device being out of stock with no availability date, in major markets such as the UK, EU (Germany), and US. :(
Click to expand...
HELLO

i am sorry to hear for this problem. This is a very special case that for a fan dies for just using around 2 months. A very special case.
Please send enquiry to support@minix.com.hk and providing Amazon purchase invoice to us, we will give you solution on this issue. thanks !!
 
Update for anyone wanting to know what dealing with Minix Support is like: Minix support has been working with me to return and replace the item, albeit outside of Amazon (which I dislike when purchased through Amazon). The response from Minix has been prompt and replies very polite. I will continue to update this thread with my experience for others.
 
Update: Minix doesn't offer Amazon returns (I asked), even though it was purchased from the official Minix shop... The only way to process a return is to send the item to a random address in the UK (and pay for postage), trust that a new device will be sent (as it's outside of Amazon), provide Minix with a tracking number, then wait for them the send a new one, and then get a refund for the postage.

It's one of the most inconvenient returns processes I've ever used and I'm just about ready to give up and put the Minix J50 in the bin.
 
Final update: Due to the absurd returns process (as described above) and no flexibility from Minix, I will not be returning the item and consider it a semi-functional system. I've not come across a major company, or major brand name, in the last decade where the returns process is so inflexible when purchased through Amazon.
 
tonemapped said:
Final update: Due to the absurd returns process (as described above) and no flexibility from Minix, I will not be returning the item and consider it a semi-functional system. I've not come across a major company, or major brand name, in the last decade where the returns process is so inflexible when purchased through Amazon.
Click to expand...

Out of interest..... Which BIOS version is your device presently running & have you updated the BIOS for your J50C-4?

(While the majority of the known and/or reported issues primarily affected fan speeds ramping up to & holding at the absolute maximum when bringing the device out of sleep/hibernation; you could possibly be experiencing a similar or related issue if you're still using an older BIOS version. Certainly worth double checking etc. ;).)
 
tonemapped said:
Final update: Due to the absurd returns process (as described above) and no flexibility from Minix, I will not be returning the item and consider it a semi-functional system. I've not come across a major company, or major brand name, in the last decade where the returns process is so inflexible when purchased through Amazon.
Click to expand...
Unacceptable really, I would send a PM to @MINIX - Eric or @MINIX - Martin and demand a replacement is sent free of charge. Once received and confirmed ok I would then request their shipping account to ship the dodgy unit back if they want it back. I mean come on, one dodgy unit in a couple of thousand why would they not do this for you?
 
Marty said:
Unacceptable really, I would send a PM to @MINIX - Eric or @MINIX - Martin and demand a replacement is sent free of charge. Once received and confirmed ok I would then request their shipping account to ship the dodgy unit back if they want it back. I mean come on, one dodgy unit in a couple of thousand why would they not do this for you?
Click to expand...
They've now offered to issue a UPS returns label to send the unit back to Hong Kong, and send out a new device. The email is not clear whether the new device will be sent out first and then I return the item, or how it exactly works. Ideally, Minix would send out a new device and I would return the old device to the UK address (that order is fine) which would save Minix money on sending an item from the UK to HK. I'll have to find out more.

I will give Minix credit for trying to work with customers and their needs.

I'll keep this thread updated.
 
tonemapped said:
They've now offered to issue a UPS returns label to send the unit back to Hong Kong, and send out a new device. The email is not clear whether the new device will be sent out first and then I return the item, or how it exactly works. Ideally, Minix would send out a new device and I would return the old device to the UK address (that order is fine) which would save Minix money on sending an item from the UK to HK. I'll have to find out more.

I will give Minix credit for trying to work with customers and their needs.

I'll keep this thread updated.
Click to expand...
Nice one (y)
 
tonemapped said:
They've now offered to issue a UPS returns label to send the unit back to Hong Kong, and send out a new device. The email is not clear whether the new device will be sent out first and then I return the item, or how it exactly works. Ideally, Minix would send out a new device and I would return the old device to the UK address (that order is fine) which would save Minix money on sending an item from the UK to HK. I'll have to find out more.

I will give Minix credit for trying to work with customers and their needs.

I'll keep this thread updated.
Click to expand...
Hi. When you get the new unit make sure you have the latest BIOS version installed: (version 0.17)
https://theminixforum.com/index.php?threads/neo-j50c-4-bios-v0-17-20200624.3089/

to enter your BIOS:
press del key

Check also this : (BIOS)
Leave default mode setting as Smart Mode
 

Attachments

  • 20191002_161954.jpg
    20191002_161954.jpg
    368.8 KB · Views: 6
Last edited:
tonemapped said:
I believe the unit came with latest BIOS and I did tweak the fan options slightly, but then reverted back to Smart Mode.
Click to expand...

Double check which version the device is actually running as previously advised. (Many units shipped with the original BIOS version as the update including the fix wasn't issued until quite some time after the original product release.)

The older BIOS versions were known to directly affect fan speeds under certain circumstances which could be a factor in your case.

A 5 minute update procedure could potentially fix the problem outright if you double check to be absolutely certain rather than hoping a "belief" is fact :)!!!

If you're unsure how to verify which version you're currently running simply upload a couple of screenshots of your J50C-4's BIOS & someone can check it out for you :).
 
ArcticWolf said:
Double check which version the device is actually running as previously advised. (Many units shipped with the original BIOS version as the update including the fix wasn't issued until quite some time after the original product release.)

The older BIOS versions were known to directly affect fan speeds under certain circumstances which could be a factor in your case.

A 5 minute update procedure could potentially fix the problem outright if you double check to be absolutely certain rather than hoping a "belief" is fact :)!!!

If you're unsure how to verify which version you're currently running simply upload a couple of screenshots of your J50C-4's BIOS & someone can check it out for you :).
Click to expand...

I have checked and it has the most recent BIOS, unless I misread the version number.
 
Update:

1. Minix sent a new (I believe it's brand new - it should be) device from Hong Kong to the UK using airmail (3 day delivery) due to the global silicon shortage, meaning no stock of the J50C-4 Max (not the SE, which uses a weaker CPU) in the UK.
2. Inside the parcel, there should be a prepaid bag to send the faulty item back.
3. Minix has given me (If I understand the email correctly) a month or so to return the old device - good flexibility.

As touched on above, I have received the parcel but not yet opened it as I'm immunocompromised (I leave parcels for up to a week if from the UK, longer if from outside for protection - another reason for preferring alternative returns processes).

Based on this experience with Minix so far (again, I've not yet opened the parcel), and the excellent support from Alex at Minix, I will happily change my rating to a five. It shows Minix is prepared to work around the customer.

I will update this thread once I've opened the package and inspected the new device. Again, thank you to Alex from Minix to helping with this matter.
 
You must log in or register to reply here.
Back
Top