NZXT Sentry 2 widespread bug

[rapmaster]

Originally Posted by EaGle1337

it could be how it's made, some one on ncix posted the details of it... which flew right over my head.
"The controller probably uses switching regulators to control fan voltage, and in order to cut down on the cost they may have decided not to filter the outputs. Thus the result is the switching frequency of the regulators becomes audible in the fan motors. " -{--M--}

Here it is

NCIX FORUMS - Sentry 2 causes all fan motors to whine... - NZXT Sentry 2 Touchscreen LCD Display 5 ...

[Ryoohki]

No true, not all FAN. Antec Fan does that. But my CoolerMaster HAF932 fans don't. In fact my Antec Three Hundred default fan didn't either, but Antec fan would (TriCool set a MAX Speed). I have no problem with HAF932 now since i use only fan that came with it (witch is plently enought anyway)... but yes, if you have Antec Fan, it will probably do this with this Fan Controller

[bignick277]

IMPORTANT UPDATE

Just to give you guys an update and to advise you of a mistake on the main post of this thread.

I was looking to buy the Sentry 2 as well, but as with every PC component I buy, I researched it thoroughly. As a result of hearing about the buzzing issues with this controller and not finding enough information as to whether this issue still exists and whether or not a new revision of this fan controller has been released yet, I called NZXT directly (as a perspective buyer... Which wasn't a lie) to get my questions answered.

My questions and their answers (these are not word-for-word but do reflect the conversation accurately):

Does the problem still exist? ---> Answer: Yes

Will the fans I plan to buy, be effected by this issue? Specifically the Cooler Master SickleFlow Fans (a.k.a. R4 series). ---> Answer: Yes

Has a new revision been completed yet and is it available to purchase yet as retail sites do not clearly state versions? ---> Answer: Well we'll be recieving some new revisions in soon for testing.

So your saying that as of yet, a new revision that resolves this issue is "not" yet currently available to buy? ---> Answer: No, but we hope to have it available soon once successful testing is finished. But it will take time for it to filter through the market. (What I thought when I heard this: I hope e-tailers clearly list revision 2 when updated versions get released, but they probably won't)

I'm in the UK at the moment, so it will take a while for the new revision, when release, to filter through here. Since I will need the new revision, could I order it directly through you to avoid this issue. ---> Answer: No, as we don't have a process in place for processing individual sale orders of that type. (In other words, they only deal with distributors when it comes to direct sales... a.k.a. Bulk orders... I expected as much) His answer continued: Alternatively, you could purchase the current version and when the new revision gets released, you can get it replaced (exchanged) via the normal RMA process.

Are you sure I will be able to get that exchanged, because I have seen on a web site that you would not be offering exchanges for units with this issue when the new revision gets released. (I did not specifically tell him that it was this site, but it was) ---> Answer: I don't know where that information came from, but we "are" planning to set up an RMA process for exchanging units for customers who are experiencing this particular issue for the new revised model. So yes, you will be able to exchange it. (In my case he stated I could go through the RMA process through their European division.)

And I had one other off issue question, but it was important me and I'll post it here in case anyone else has had the same question.

I have a Cosmos S case... As such, it has considerably more than just 5 fans in it. I noticed that the Sentry 2 is capable of handling 10 watts per fan connection channel, but the fans I plan to use on the case require only 4.2 watts each fan (Excluding the 200mm side fan which requires 3.36 watts). Could I double them up on the fan controller channels (2 fans per channel) so I can have the sentry control all of my case fans. ---> Answer: Yes, but if you do so, it is recommended that you use identical matching fans on each channel to ensure correct RPM read-outs and to prevent voltage conflicts when it comes to different fans requiring different voltage requirements. (<-- I already anticipated as much when it comes to using matching fans for each channel when doubling up, but it was good to have my theory/assumption confirmed by him while answering my original question.)

Side Notes:

The doubling up fans is really important to me, because of how many fans I have. Otherwise, if I go with the Aerocool Touch 1000, I would need to also get a Lian Li PCI plate based controller for the 3 top fans from overclockers as well (which will cost me an extra 10 pounds), because the Aerocool Touch 1000 only supports 6 watts per channel, meaning I can't double up the fans without either risking blowing the channels or simply having the fans not power up at all.

If I decide not to go with the Sentry 2 (simply because I was not able to a definitive reliable timescale for when the new revisions will be available and I don't know if I want to go through an RMA process even with his assurances. I don't know how patient "I" would be waiting for a replacement), I would need an alternative. Preferrably one within a reasonable price range and touch sensitive like the Sentry and Touch. But one capable of supporting all my case fans (7 Total... x6 120s and x1 200mm). Do any of you guys know of any suitable alternative that I could consider or one I might have missed. I would appreciate any advice anyone could offer.

There were also a couple other smaller random questions I asked as well, but what I put above was the majority of the conversation and the most important.

Provided everything the guy at NZXT told me is true, I have to say that he was very helpful considering the technical nature of the questions I was asking. For once with a company, I actually got someone who not only knew what the hell he was talking about, but was also technically minded enough to understand what I was actually asking him and was capable of answering them with enough information to (in my opinion) answer my questions competently to my satisfaction. Very nice change of pace compared to most companies I talk to.

I would advise the original poster of this thread to ammend the main post to reflect that NZXT "will" exchange faulty sentry units for the new revisions when they become available via their RMA process, as I have confirmed this with NZXT today over the phone. If you'd like to call them as well to confirm what I've claimed, feel free.

[0o0]

The important thing is that this entire issue is just technically stupid. And the fact that it takes so long for them to fix it while there are so many other fan controllers out there is just funny, why would I ever consider buying this nzxt product ever again if I have options for other brand's functional models? As for the exchanging, what it sounds like is that nzxt is going to ask us to either buy another one of their cruddy sentry 2's with 'revision 2' label slapped on it, or they'll offer an 'exchange' if we ship in our current unit, or they'll ask us to shoot a video/take pictures/dig up old invoices for another 'revision 2' unit which would be very inconvenient, on top of all this inconvenience already.

btw I've already received a refund for my sentry 2, thanks for the help b1lk1...

[bignick277]

Originally Posted by 0o0

The important thing is that this entire issue is just technically stupid. And the fact that it takes so long for them to fix it while there are so many other fan controllers out there is just funny, why would I ever consider buying this nzxt product ever again if I have options for other brand's functional models? As for the exchanging, what it sounds like is that nzxt is going to ask us to either buy another one of their cruddy sentry 2's with 'revision 2' label slapped on it, or they'll offer an 'exchange' if we ship in our current unit, or they'll ask us to shoot a video/take pictures/dig up old invoices for another 'revision 2' unit which would be very inconvenient, on top of all this inconvenience already.

btw I've already received a refund for my sentry 2, thanks for the help b1lk1...

I'm not saying that NZXT's not at fault. Personally, I think they should have thoroughly tested the controller prior to releasing it with several different fan models and brands. All I'm saying is that if the main page is going to have information regarding this units issues, it should have the correct information. It says NZXT will not exchange units when they have clearly told me that they will.

As for the RMA process itself. While the guy didn't specifically layout the RMA process, I doubt they would have you jump through as many hoops as you are making out. Especially for an issue that is known to NZXT and that they have openly confirmed and admitted to being a fault with the unit itself. Don't get me wrong, I have seen companies with obscene RMA processes before. But most don't normally do it with known and accepted issues. It wastes too much time and money for the company. In accepted faults, most companies try to go down quicker routes to save money. But I agree with you on the probable length of the RMA process. Whether it's a couple weeks or a month, I'm not the most patient person when it comes to being without my PC. That's why I said in my original post that I probably wouldn't have the patience for it and as such will most likely not buy it at this point.

As for options in other brands. Yes, there are a ton of other fan controllers out there, but there are very few touch screen fan controller that fit in a single bay. On paper, the NZXT's specs are pretty good. Better than many others on the market. But there's an obvious fault that needs to be rectified. But I wouldn't be too quick judge the length of time to fix the problem. I'd rather they take the time they need to fix it "properly" rather than see them release quick fix hack job that only partially fixes the problem. There are any number of issues that could cause this issue. It could be something as simple as specific component that's not up to scratch in the manufacturing process. It could be several small things that in conjunction with each other could result in a compounding effect. Or it could be as serious as a fundamental flaw in the design. The thing is, it takes time to identify conclusively, come up with an action plan for resolving the issue and implementing that solution. Then finally testing it methodically to ensure the problem has actually been solved prior to releasing the revised product. Otherwise they would risk ending up right back where they started with even more backlash from it's consumers. I've seen this happen myself (specifically while I was working with Tiscali, and no I will not specifically tell you what the issue was... I'm not allowed to...NDA). Troubleshooting hardware architecture faults can be just as difficult as troubleshooting software faults. And anyone who's ever had to debug a big program could tell you this as well. It can be a real pain trying to find some faults. I've seen issues where the source of the problem was something so small that it would be almost impossible to spot without knowing it was there, but caused havoc until it was found and fixed.

I'm not defending NZXT. All I'm saying is I understand how modern technology works and just how finicky it can be. So give them the time they need to fix this properly. And while you may have already chosen an alternative route, at least others who have been patient will now know that NZXT does not plan to leave it's customers hanging with a faulty unit. They have advised that they will replace units experiencing this issue with the new revisions.

[0o0]

Originally Posted by bignick277

I'm not saying that NZXT's not at fault. Personally, I think they should have thoroughly tested the controller prior to releasing it with several different fan models and brands. All I'm saying is that if the main page is going to have information regarding this units issues, it should have the correct information. It says NZXT will not exchange units when they have clearly told me that they will.

As for the RMA process itself. While the guy didn't specifically layout the RMA process, I doubt they would have you jump through as many hoops as you are making out. Especially for an issue that is known to NZXT and that they have openly confirmed and admitted to being a fault with the unit itself. Don't get me wrong, I have seen companies with obscene RMA processes before. But most don't normally do it with known and accepted issues. It wastes too much time and money for the company. In accepted faults, most companies try to go down quicker routes to save money. But I agree with you on the probable length of the RMA process. Whether it's a couple weeks or a month, I'm not the most patient person when it comes to being without my PC. That's why I said in my original post that I probably wouldn't have the patience for it and as such will most likely not buy it at this point.

As for options in other brands. Yes, there are a ton of other fan controllers out there, but there are very few touch screen fan controller that fit in a single bay. On paper, the NZXT's specs are pretty good. Better than many others on the market. But there's an obvious fault that needs to be rectified. But I wouldn't be too quick judge the length of time to fix the problem. I'd rather they take the time they need to fix it "properly" rather than see them release quick fix hack job that only partially fixes the problem. There are any number of issues that could cause this issue. It could be something as simple as specific component that's not up to scratch in the manufacturing process. It could be several small things that in conjunction with each other could result in a compounding effect. Or it could be as serious as a fundamental flaw in the design. The thing is, it takes time to identify conclusively, come up with an action plan for resolving the issue and implementing that solution. Then finally testing it methodically to ensure the problem has actually been solved prior to releasing the revised product. Otherwise they would risk ending up right back where they started with even more backlash from it's consumers. I've seen this happen myself (specifically while I was working with Tiscali, and no I will not specifically tell you what the issue was... I'm not allowed to...NDA). Troubleshooting hardware architecture faults can be just as difficult as troubleshooting software faults. And anyone who's ever had to debug a big program could tell you this as well. It can be a real pain trying to find some faults. I've seen issues where the source of the problem was something so small that it would be almost impossible to spot without knowing it was there, but caused havoc until it was found and fixed.

I'm not defending NZXT. All I'm saying is I understand how modern technology works and just how finicky it can be. So give them the time they need to fix this properly. And while you may have already chosen an alternative route, at least others who have been patient will now know that NZXT does not plan to leave it's customers hanging with a faulty unit. They have advised that they will replace units experiencing this issue with the new revisions.

Well in fact you are defending nzxt, and I honestly don't know why, they were the ones to seriously screw up. Anyways, I've updated the original post. There is another touch screen single bay controller that works properly for a similiar price, find it on ncix.com. I think they exclusively make these kinda stuff.

Yea I think they will make customers jump through at least one hoop, otherwise people would simply abuse this 'exchange' and email them saying that they bought a sentry 2 and they would get a free unit. At least they would ask for a picture and invoice, which is already a big hassle. Maybe it's not a hassle for people like you who write huge posts to defend a bad company that screwed up big time...

[bignick277]

Originally Posted by 0o0

Maybe it's not a hassle for people like you who write huge posts to defend a bad company that screwed up big time...

Again you misinterpret what I say. I've said twice now that I'm not defending them. Only that if you are going to put information regarding this issue, that it be the correct information. I was under the impression that they would not exchange the controller as a result of your post. Which turned out to be untrue after my talking to them. That causes people like me and others to approach decisions based on incorrect information. Angry or not you may be by the inconvenience you encountered as a result of your issue. It doesn't give you an excuse to so clearly misrepresent another company's position on that issue. Professional or home hobby, that still falls under professional integrity, because others looking for such information are relying on your information. Yes, NZXT screwed up. I completely agree with you on that. But don't make the situation worse with misinformation. That's all.

As for my hassle. Again, I said I probably wouldn't have the patience for it twice above. That's why I ended up buying the Aerocool Touch 1000 instead. I always thoroughly research everything I buy when building PC's. That's how I found out about the buzzing issue in the first place. And that's how I found your thread. NZXT lost a sale from me either way as a result. I'm just trying to help, just like most people who regularly use forums.

Take what you will from this and feel free to make a few more snark remarks in my direction if you must. I don't care. But I'm done. All I wanted was to help with new information on an on-going issue that had been without an update in a long time.

Enjoy your cynicism

[Soultribunal]

Thank you Bignick for your efforts and well thought out replies.

Try not to be turned off from 0o0's comments here, your help is appriciated.

ST

[0o0]

Originally Posted by Soultribunal

Thank you Bignick for your efforts and well thought out replies.

Try not to be turned off from 0o0's comments here, your help is appriciated.

ST

I just don't get it.... either you guys have way too much time, or.... I dunno. Anyways, I think the damage has already been done to nzxt's image (at least the way I see it), so I won't bother posting in this old dieing thread that has been resuricated.

[Soultribunal]

Originally Posted by 0o0

I just don't get it.... either you guys have way too much time, or.... I dunno. Anyways, I think the damage has already been done to nzxt's image (at least the way I see it), so I won't bother posting in this old dieing thread that has been resuricated.

Actually, a very new member here came to offer useful information direct from NZXT in regards to the situation and you 0o0 have turned the thread once more into a quagmire. I see it, the forum sees it only you fail to.

I just hope that your inability to see outside of the box you have placed yourself in hasn't scared off someone who has forum potential for being both mature and open-minded.

ST