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Thema: Sapphire RX 5700 Pulse black screen crashes

  1. #1

    Standard Sapphire RX 5700 Pulse black screen crashes

    Dear sir i have bought a Sapphire Pulse RX 5700 XT and i have a problem .My order number was 6599433 and the date was 11.9.2019.
    The problem is that while i am playing i get random black screen and the message "display port" meaning that there is no input signal. The computer crashes , and the only solution is to hard reset it with holding the power button. It is totaly random . It may occur after 1 hour of gaming, or every 20 minutes. This happened since the first day i got the pc parts from mindfactory but i waited for newer drivers that may fix the issue. Not a single newer driver fixed the issue
    I have tried all the following but nothing fixed the issue:
    1) I ddu the drivers in safe mode and tried installing every driver since 17.5 - 11.1
    2) Tried to set off hardware acceleration to every program that runs. I only use chrome. No discord or other programms
    3) Tried format , clean windows 10 install , and installed only the driver for the graphics card without all other programms catalyst have.
    4) Tried to set ram speed without xmp to 2933 and lower speeds but black screen crashes happened also.
    5) All the temperatures are realy cool . Gpu core at 35 idle and 70 at full load in gaming. Ryzen 2600x temperatures at 35 idle and 45 -50full load gaming.
    6) Tried my older gpu rx 580 and i have no crashes at all.

    Therefore i want to send the article back because it is defect. I live in Greece. How can i send it back ? Can u send me a free postage mail ? Or do i have to send it to you and send you the receipt of postage so i can get refund the postage costs?
    If i get another graphics card from mindfactory , do i have to pay for postage costs from germany to greece again ?
    How long will it take for mindfactory to check the card and send me another one ?
    Geändert von Spiros Krezias (13.11.2019 um 12:26 Uhr)

  2. #2
    Mindfactory AG Avatar von MF_Reklamation2
    Registriert seit
    01.10.2007
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    3.857

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    Dear customer,

    please fill in your customer number so we can check on your customer account, what our possibilities are.
    Wo und wie trage ich meine Kundennummer ein?
    Mit freundlichen Grüßen
    Ihr Mindfactory Reklamationsteam

    signaturbild - Sapphire RX 5700 Pulse black screen crashes
    Mindfactory AG | Preußenstr. 14 a-c, 26388 Wilhelmshaven | Kontakt | Infocenter | Callback | Highlights

  3. #3
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    Themenstarter

    Registriert seit
    13.11.2019
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    Customer number: 12716122

  4. #4
    Mindfactory AG Avatar von MF_Reklamation2
    Registriert seit
    01.10.2007
    Ort
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    3.857

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    Hi Spiros Krezias,

    you can send the VGA to us, so we can exchange it for you.

    Please send it to
    Mindfactory AG
    Preußenstraße 14 a-c
    26388 Wilhelmshaven
    Germany

    A free postage is unfortunately not possible.
    Mit freundlichen Grüßen
    Ihr Mindfactory Reklamationsteam

    signaturbild - Sapphire RX 5700 Pulse black screen crashes
    Mindfactory AG | Preußenstr. 14 a-c, 26388 Wilhelmshaven | Kontakt | Infocenter | Callback | Highlights

  5. #5
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    Themenstarter

    Registriert seit
    13.11.2019
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    Thank you. Will it be possible for me to buy an nvidia 2070 super and pay the difference please ? . I dont want to have the same problem again and send the second card back too ?

  6. #6
    Mindfactory AG Avatar von MF_Reklamation2
    Registriert seit
    01.10.2007
    Ort
    WHV
    Beiträge
    3.857

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    Hi Spiros Krezias,

    unfortunately i cannot promise you, that we can make an exchange to another product.

    We have to wait until the components are here and check then.

    Please write down your wishes, so our colleagues can check whilst working on your case.
    Mit freundlichen Grüßen
    Ihr Mindfactory Reklamationsteam

    signaturbild - Sapphire RX 5700 Pulse black screen crashes
    Mindfactory AG | Preußenstr. 14 a-c, 26388 Wilhelmshaven | Kontakt | Infocenter | Callback | Highlights

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