Sound Card Problem

[Shelnutt2]

Ok guys I am coming to you guys needing your help. I've gone through the creative tech support for my Audigy 2 Vaule, and they come to the conclusion that my card needs to be RMA'd, but becuase its after 90 days I have to pay $25 labor charge. Tell me if you have any other suggestion to try. I've got the emails that I've exchanged with creative below.

Thanks guys.

Original Message Follows:
------------------------
=======================

Subject: CLI - Technical Support Request - (Audigy 2 Value)
Name: Steve Shelnutt
E-mail Address:




to:msn.com>
Self Description: Advanced PC User
Country: United States of America
------------------
Support Inquiry: ID(3) My Creative hardware stopped functioning
correctly
Product: Audigy 2 Value
CCPP Certificate Number:
Serial Number: MASB0400601001195F
Purchase Date: 20/2/2006
------------------
Operating System: Windows XP
Creative Model Number: SB0400
Computer Brand/Model: Custom
Processor/CPU: 2x Intel Low Voltage Xeon 1.6GHz @2.48 GHz
Memory: 2048 MB
BIOS Type/Revision: 1009
System Board/Chipset: ASUS PC-DL
------------------

Detailed Problem Description:
I turned my computer on and windows loaded, then
all of a sudden after I've turned my speakers on I
realized that I'm getting no sound, and the
speaker in the computer is beeping instead of
sound through my speakers. I checked the device
manger, and then the sound settings. Its listed
under device manger but I have no option to select
it in the "Sound and Audio Devices" under control
panel. It says no audio devices. Next thing I did
was turn my Walkman on, I have it running through
the line-in jack, so I can listen to radio
sometimes. I get sound playing through that. The
volume with my walkman isn't there, but that might
be because since windows isn't recognizing it I'm
not getting a windows (software) volume boost?
I've un-installed and re-installed the drivers.
I've checked the PCI bandwidth and its at 33Mhz,
right on spec. I've also reset the sound card, and
swapped PCI sockets.

=======================

----- Original Message -----
From: Creative Americas Customer



Support: [email protected]


To: Steve

Shelnutt: @msn.com

Sent: Monday, July 03, 2006 2:00 AM
Subject: Re: CLI - Technical Support Request - (Audigy 2 Value)
(KMM10651492I16636L0KM)


Dear Steve,

Thank you for contacting Creative Technical Support.

With regards to the issue you are having on the sound card
installation,
I would like you to try uninstalling and reinstalling the sound
card.

You can run a keyword search for SID1712 from the link below on
"How


to
un-install Sound Blaster drivers and applications?".

http://us.creative.com//support/kb/

I recommend you to ensure the following for the audio installation


and


test:

- The card is the only card installed other than the Graphics
card.
- The card is at least one empty slot away from the Graphics card.
- Place the soundcard away from all the others.
- That the card is seated properly in the PCI slot.
- Move the PC's internal wires away from the soundcard.
- That the on-board sound on your motherboard is disabled through
the
BIOS.
- That the on-board gameport is disabled through the BIOS.
- That your motherboard BIOS is up-to-date.
- That the operating system is up-to-date with the latest service
packs
and patches.
- That there are no background applications open when you attempt
the
solution.
- That the anti-virus program is disabled.
- That if you are over-clocking your system, return all options to


their
recommended settings.
- That you access the PC with administrator rights.

Do reply back to me if you are still having problems with any
error
messages prompted. Please go to start run ctsi.exe . If it
reports


that no such file is available, please run and install the
application: http://files.creative.com/Applications/Creative_System_Information/CSI_1_01_05.exe

Once it is done installing, startup the program. After the data is


collected, save the file as a .TXT file, attach it to your reply
and


send it back to me. This is a collection of your system data which
I


would need to look through. Thank you.

If you still require assistance, please reply to this email with
any


previous correspondence to ensure the quickest and most accurate
service.

Best Regards
,

Ronshone
Technical Support
Creative Labs Americas

- - -

Original Message Follows:
------------------------
Ronshone,

I have followed your instruction to the T. I uninstalled and then
re-installed my Audigy 2 Value. I reset it into another PCI slot
that
I
knew worked. I returned my computer to stock speeds. I did
everything.


It still does not work. It is listed in the device manger still
but
not
under "Sound and Audio Devices". I get no sound through windows.
Attached is the CTSI text file. The only thing about the file, is
the
software seemed to read what my CPU clocks were before I returned
them


to stock. I have to lower everything back to stock via windows
because
I
don't have the jumper to change the FSB settings on my board and I


already set it to the lowest FSB option in the bios. So just note
my


CPU
speed is ~1.6GHz. not the 2.4Ghz listed.


Thank you,


Steve Shelnutt

----- Original Message -----
From: Creative Americas Customer


Support: mailto:[email protected]


To: Seth

Shelnutt: @msn.com


Sent: Tuesday, July 04, 2006 3:42 AM
Subject: Re: CLI - Technical Support Request - (Audigy 2 Value)
(KMM10663945I16636L0KM)


Dear Steve,

Thanks for the reply.

OS: win xp sp 2
pdt: audigy 2 value

additional listings:
Standard Game Port
MPU-401 Compatible MIDI Device

Concerning the issue relating to getting no output from the sound
card


installed, You have mentioned that reinstallation has the same
result.



From the attachment, I have done a check and it seems that you may


have
onboard audio device installed on the system. If this is the case,
I


would like you to ensure that
you have uninstalled and disable any onboard sound card on the
system
via the BIOS.
Especially those under the Additional Listings (above).

After which, you may like to update to the driver on our website
to
see
if it helps.

link: http://us.creative.com/support/downloads/
- under Search by Product category:
- under select your product, choose soundblaster -> audigy ->
audigy
2


value

Filename: SBAX_WEBUP_LB_2_08_0004.exe

Lastly, I would like to check for this sound card you have, if it
was
preinstalled or packaged in a static bag inside a retail box with
Creative logo on it or was it packed in just a static bag with no
Creative retail box?

Do email back on the status concerning the issue, so that I can
assist


you further.
Thank you.

For faster service please reply with previous correspondence when
replying to this email.

Best Regards,

Janet
Technical Support
Creative Labs Americas
"Get Creative"

Original Message Follows:
------------------------
Dear Janet,

Thank you for all your assistance. When I uninstalled The Game Port,


and
MPU-401 Compatible MIDI Device my Audigy 2 started working upon
reboot.

Again thank you for all your help. Creative is definitely on my top
5
list for tech support.

----- Original Message -----
From: Creative Americas Customer

Support: [email protected]


To: Seth
Shelnutt: msn.com
Sent: Wednesday, July 05, 2006 3:00 AM
Subject: Re: CLI - Technical Support Request - (Audigy 2 Value)
(KMM10674506I16636L0KM)


Dear Steve,

Thank you for your reply.

You may also like to know that Creative offers a wide range of
speaker


systems to match with your Creative soundcard. Our Inspire and
I-Trigue
series are designed for simple usage and Megaworks/ Gigaworks system


for
higher performance [Home Theatre performance].

For more information, please visit the following link:
http://us.creative.com/products/welcome.asp?category=4

We do wish to hear from you in the future; feel free to contact us
if
you require further assistance on our Creative products.

In case if you need any clarification, please do not hesitate to
contact
us.

Thank you.

If you still require assistance, please reply to this email with any


previous correspondence to ensure the quickest and most accurate
service.

Best Regards
,

Kelvin
Technical Support
Creative Labs Americas

Original Message Follows:
------------------------
Dear Creative Tech Support,

I regret that I have to email you again, but it seems that my Audigy 2


Value has stopped working again. I have tried again everything that
was
listed for me to do in the previous emails to no prevail. What is my
next step? To answer Janet's question. My Audigy 2 Value is a retail
boxed version that I purchased in February of this year.


Thank you,

Steve Shelnutt

----- Original Message -----
From: Creative Americas Customer
Support<mailto:[email protected]>
To: Seth Shelnutt<mailtomsn.com>
Sent: Monday, July 10, 2006 11:26 PM
Subject: Re: CLI - Technical Support Request - (Audigy 2 Value)
(KMM10732714I16636L0KM)


Dear Seth,

Thanks for your reply to us.

With regards to the issue, I understand that your Audigy 2 Value card
has stopped working again.

May I know if there are any error messages appearing on the screen?

Have you tried switching the sound card to another PCI slot?

I would also like you to try installing the sound card on another
computer to verify if it is working fine.

In the meanwhile, you may also refer to the following article in our
knowledge base.

Creative Sound Cards - Essential Troubleshooting
http://us.creative.com/support/kb/article.asp?l=3&sid=2538<http://us.creative.com/support/kb/article.asp?l=3&sid=2538>

Do email back on the status concerning the issue, so that I can assist


you further. Thank you.

If you still require assistance, please reply to this email with any
previous correspondence to ensure the quickest and most accurate
service.

Best Regards
,

Benjamin
Technical Support
Creative Labs Americas

Original Message Follows:
------------------------
Benjamin,

I get no error messages on my screen. Not one.

I have tried switching PCI slots many times. I know all my PCI slots
work because I installed a network interface card and tried it in all my
slots. I will say that when I first moved the Audigy 2 to another slot
it worked for a short time until I started to play a game (Command &
Conquer: Red Alert 2). I have not been able to get it to work again.

I do not have another computer at my disposal that I can test the card
in. My friend would not let me touch his computer citing that he didn't
want any fault cards to do anything to his motherboard. Lame excuse but
I can't do anything about it.


Thank You,

Steve Shelnutt

Dear Customer,

Hi, Sorry you are having trouble with your creative product! Regarding
your last email. Looks like you may have a defective Creative Labs
product and I would suggest taking back to place of purchase for a
speedy replacement. If you are not able to do this and you have a retail
version and a receipt showing date of purchase then you can send the
product into Creative Labs for repair/replacement as long as its still
under warranty for an Return Merchandise Authorization (RMA).

In this case, an RMA service request would be necessary. Please note
that if the product has exceeded its warranty period or there is any
User damage, an out-of-warranty RMA will need to be issued. This would
require the cost of the repairs to be sent with the product when
shipping to Creative labs for an RMA

For Creative products that have 90 day labor/12 month parts warranty:

An RMA date that is within the 90 days from purchase date requires no
repair/replacement cost. If the date of purchase is past 90 days but
still within the 12 month warranty period you would have to send a check
or money order for the $25 labor fee.

IF past the 12 month time period, this type of RMA would requires the
cost of repairs/labor to be sent with product when sending in for an
RMA. Again, IF there is User damage on product, an out-of-warranty RMA
will need to be issued.

For Products that are capable of storing data: Creative is not
responsible or liable for any data stored on the Product that is lost,
deleted, or is otherwise inaccessible. All data will be deleted from
the Product during repairs. You should remove or make a backup copy of
any data stored on the Product prior to shipping the Product to
Creative.

Please submit the following required information to us in a reply to
this message so the RMA can be issued:

Name:

Address:

City, State, ZIP :

Phone number - Day :

Phone number - Eve :

Email Address:

Model number:

Product Color (e.g. blue/silver):

Product Hard Drive Size or Amount of Memory (e.g. 30GB/256MB):

Serial number (Usually, located inside the battery compartment):

Date of purchase :

Place of purchase :

CCPP Certificate number (if purchased):

Brief Problem description:

Once this information is applied to the RMA database, I will reply to
you with an RMA reference number and shipping instructions along with
expected repair/replacement costs if your product is out-of-warranty.

Last but not least, thank you for your interest and continuing support
for Creative products. Feel free to contact us again if you require
further assistance on Creative products, giving us a full description of
the problem encountered.


If you still require assistance, please reply to this email with any
previous correspondence to ensure the quickest and most accurate
service.

Best Regards
,

Dale
Technical Support
Creative Labs Americas



To provide feedback on your "Creative Experience" please click on the
following link:

http://www.creativehelp.com/support/contact/welcome.asp?r=CLI&d=TS

This link is provided so that you may provide feedback on your "Creative
Experience". If you require further troubleshooting or have additional
questions simply reply to the original mail and we will be glad to
assist you.

 

[Shelnutt2]

any ideas?

 

[mrgreenjeans]

I think you've exhasted all options. Will your vendor not replace free of charge being under a year? I would approach them before coughing up to Creative.

 

[Shelnutt2]

I think you've exhasted all options. Will your vendor not replace free of charge being under a year? I would approach them before coughing up to Creative.

No I bought it from CompUSA, it was a great sale $30 after rebates. CompUSA wouldn't exchange it, its after their 21 days policy...