Evolution DAC issue

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Samoyed

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Evolution DAC issue
« on: 11 Mar 2019, 01:50 pm »
Rusty, my Evolution DAC has begun making a whooshing  sound at turn on and off. How do I get repairs or a replacement?  Thanks

rustydoglim

Re: Evolution DAC issue
« Reply #1 on: 11 Mar 2019, 02:52 pm »
Visit the website support section and follow the instruction.  Please provide some quantifiable and very detail description.
Support will have no clue how to help you with this one sentence description.
Try to power reset the Evo DAC.
Keep in mind that we have no access to your device and can only diagnose remotely. 
If it is just turn on/off woosh, that could be normal.

Samoyed

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Re: Evolution DAC issue
« Reply #2 on: 11 Mar 2019, 04:06 pm »
The condition only started a week ago, after several months.

Samoyed

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Re: Evolution DAC issue
« Reply #3 on: 11 Mar 2019, 04:28 pm »
Power cycling resulting in a sharp crack at turn off!  👀

I’ll not be doing that, again.

Clearly, something is amiss.

rustydoglim

Re: Evolution DAC issue
« Reply #4 on: 11 Mar 2019, 06:20 pm »
I am not the support guy, so please go through the proper channel. Otherwise we could be spinning cycle.

rustydoglim

Re: Evolution DAC issue
« Reply #5 on: 11 Mar 2019, 06:24 pm »
Wait a minute, you shouldn't be power resetting the DAC while the amp is power on, never do that.  of course you will get a pop. By shutting down the DAC (while the amp is on) abruptly (instead of using the front panel power off button or remote control) from the AC power switching, you could create a pop noise (should not harm the speaker).

Samoyed

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Re: Evolution DAC issue
« Reply #6 on: 11 Mar 2019, 07:29 pm »
Well, when I told you my name I told you everything I know....

Going from standby to on, or on to standby cures nothing.

Cycling the dac’s power from full on to full off, then full on cures nothing.

I’ll wait to hear from support, to whom I sent a photo of the bar code label identifying the box contents as a black Evolution DAC.

rustydoglim

Re: Evolution DAC issue
« Reply #7 on: 11 Mar 2019, 07:52 pm »
Did you create a help desk ticket or just email support@nuprimeaudio.com ?
We encourage everyone to create a ticket because it can be tracked, and issue escalated to management or assign to other support staff depending on the problem.

Samoyed

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Re: Evolution DAC issue
« Reply #8 on: 11 Mar 2019, 07:58 pm »
First, I created a ticket, using 0000 as the serial number because I’m old and my back hurts....

Then, I sent support at Nuprime a photo of the label and bar code in the box.

Finally, I replied to an email from the help desk which included that photo.

Age isn’t pretty.


Samoyed

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Re: Evolution DAC issue
« Reply #9 on: 13 Mar 2019, 12:44 am »
No word yet, from support....

sresener

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Re: Evolution DAC issue
« Reply #10 on: 15 Mar 2019, 03:45 am »
Did you get things figured out yet?

Samoyed

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Re: Evolution DAC issue
« Reply #11 on: 15 Mar 2019, 06:42 pm »
Here’s the meat of the coconut: they want to diagnose it remotely, primarily contending it is the turn on order, which overlooks that it only began about a week ago, and never did it before then. I’m too old to be bothered with anything but repair or replacement. I think it ought be replaced.

rustydoglim

Re: Evolution DAC issue
« Reply #12 on: 15 Mar 2019, 07:04 pm »
If it is just "whoosh" sound during turn on and turn off, it is could be due to parts settling after break-in period. It is not a defect since it happens only during turn on and off.
Can you mute the DAC before turning it on and off?

Samoyed

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Re: Evolution DAC issue
« Reply #13 on: 15 Mar 2019, 07:23 pm »
Hmmmm....

Samoyed

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Re: Evolution DAC issue
« Reply #14 on: 15 Mar 2019, 07:38 pm »
It’s been operating 24/7 since last December and long since broken in.

Attacking the symptoms is not acceptable to me.

I’m done. 🤯

sresener

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Re: Evolution DAC issue
« Reply #15 on: 17 Mar 2019, 08:44 pm »
I have been building and selling computers as a side business (hobby) for 25 years. I have found if somthing ever broke it happened within the first month or so, or never made it through my initial burn in. After that is was your typical fan / hard drive / cd rom failure.


Clearly the dac is doing somthing different that it originally did, I would also asume things should get better as componets "break in" not worse. Yes this issue comes when you turn the amp off last or on first (which is not recommended). But Samoyed seems to have enough experience to know when somthing seems wrong and he did buy a flagship product......


FWIW...... I have a cheap smsl su-8 dac kicking around and I tried turning the dac off and on while the amp was on. (I cringed doing it the first time) I did hear a tiny almost inaudible buzz for about 3 seconds, this happened turing it off and on.