Onkyo TX-NR807 Official Thread - Page 161

Call onkyo support, they will walk you through a standby/VCR reset. It won't work and they will arrange for you to ship it to be serviced.

Does your version has USB? The US model doesn't...

Thanks...will do as soon as I can.

No... I just assumed the second option in the FirmwareUpdate menu were USB, but it was the update of the Universal Port My bad - sorry

I called Onkyo tonight who instructed me to send the receiver to ABL Electronics. I hope to have a return authorization number from them tomorrow morning, so I can get this thing packed up and shipped out tomorrow.

Looks like my memory was pretty good. I thought I bought it in February, 2010. The purchase date was Jan 27, 2010.

I'll update with whatever the resolution ends up being. Sorry to hear about those of you who have had to send the unit in for repair on more than one occassion.

Found an easier way to re-establish my internect connection for i-radio.
Instead of shutting everything off and unplugging the unit,I just disconnect the internet cable from the back of the unit,switch to cable,plug cable back in then switch to net.
It works.
Got tired of the "intializing" prompt.
Old hat but useful.
On a side note,unit still runs flawlessy after a year and a half,except for the i-radio problem.
Not bad considering I run the unit every day.
There is an upgrade available but I can live with the one issue.
I guess I got lucky.

I have been hit by the bad HDMI card and even though I bought it less than 2 years ago.............it was not from an authorized dealer. I did contact Onkyo and was impressed that they got back to me so quickly. But they want a purchase receipt and I don't have one. Any way I've read that some people have a hard time getting through to Onkyo so here are the numbers they gave me.

Dear Louie:

Your product will require warranty service to repair the issue you have currently experiencing. Here is the information on how to obtain warranty service for your product and the nearest service center locations to drop off/send your product for warranty service.

To obtain warranty service, take or ship your Onkyo product to an Onkyo Authorized Service Center, together with a note describing your complaint and your copy of the dated purchase receipt. Please also include the attached and completed Customer Warranty Service Documentation form attached to this email. Please input your name, address, telephone number, and serial number of the unit. You need to provide, at your expense, shipment of your Onkyo product to an authorized Service Center. Onkyo will pay all return shipping charges for Onkyo products that have been serviced under this warranty.

This Warranty is valid two years from date of purchase and is valid only within the territory of the United States of America. To be covered by this warranty the Onkyo product concerned must have been purchased directly from Onkyo or an Onkyo Authorized Dealer and the person seeking warranty service must reside in one of the states of the United States of America or in the District of Columbia. This warranty extends only to the original purchaser and cannot be transferred to anyone.

Please note, before shipping, you must contact the authorized service center to inform them that you will be sending your unit in for repair. Please also refer to the service center regarding any service inquiries you may have while your unit is out for servicing.

PLEASE ALSO COMPLETE AND SUBMIT THE ATTACHED CUSTOMER WRITTEN STATEMENT WITH YOUR SHIPMENT FOR IDENTIFICATION OF YOUR RECEIVER AND ISSUE NEEDING SERVICE FOR THE REGIONAL SERVICE CENTER:



Here is the regional service center you will be shipping your receiver to for service:

Based on your zip code provided; here is the Onkyo authorized regional service center you will be sending your receiver for servicing: (YOU WILL ALSO CONTACT THIS SERVICE CENTER FOR STATUS UPDATES AND TO OBTAIN INFORMATION ON EXPECTED DATE OF COMPLETION OF SERVICE FOR YOUR RECEIVER)

ADAM'S ELECTRONICS
7128 EDINGER ROAD
HUNTINGTON BEACH, CA 92647
(714) 848-0110

Thank you for contacting Onkyo and Integra USA Product Support, if you need further assistance feel free to call us at:

Onkyo Product Support: 800-229-1687
Integra Product Support: 800-225-1946

Product Support Team Hours of Operation:
Monday thru Friday 9am to 8pm EST
Saturday & Sunday 10am to 4pm EST

Or visit our websites at integrahometheater.com, onkyousa.com or shoponkyo.com for product information, purchasing new and refurbished products, catalogues, hookup diagrams, authorized service & sales center locations, and warranty information.

If you need to contact our Parts and Service, Orders and/or Credit Department for Onkyo Products, please call 201-785-2600.

If you need to contact our Parts, Customer Relations, Orders and/or Credit Department for Integra Products, please call 201-818-9200.

Parts and Service, Orders and Credit Department Hours of Operation:
Monday thru Friday 9am to 5pm EST

Tulsa - my 807 went out twice, both following weekend movie marathons - first over Labor Day (failed HDMI card was replaced & returned within a week), and again October, 9. After I sent it for service the second time, I received an email stating an HDMI card was on-order; a few days later I was notified it was back-ordered. I called the Onkyo service center (42 minute hold-time!). The representative was cordial and took time to listen. I explained the circumstances and stated that - according to the message boards I follow - HDMI cards seem to be failing at a rampart rate. They would not acknowledge awareness of other failures. I expressed concern the unit would not survive into the new year (aka after warranty expires). I was put on hold while Onkyo contacted the service center. They confirmed the issue and arranged an exchange pending proof of purchase. I received a replacement 809 this week. I urge you to contact Onkyo.

Count me in as another Onkyo TX-NR807 owner who doesn't have any sound or a network connection. I did experience "no sound" issues before, and then did the firmware upgrade about 8 months ago, and everything was fine, until this morning. Now I have no way to do a firmware upgrade even if I wanted to. I used only HDMI, so maybe it is the HDMI board, or maybe a bad solder joint... I guess there's no way to know.

But I did buy this receiver Christmas 2009, so it is amazing how everyone's receiver is failing 2 years into it being used.

The NFL on CBS certainly doesn't sound the same without surround sound... too bad it had to stop working before the Pats - Broncos game!!!

That does suck about your 807. On a side note do you have a problem with NFL games on CBS? Mine breaks up into a million little squares during fast motion. It's the only channel that does it. It also does it on the CBS games on the Redzone channel so it's gotta be the network.

During certain sequences, it does break up a lot. I wrote to my service provider (Shaw Direct in Canada) to lessen the compression, but it still continues. I don't know if it's a problem with CBS or the affiliate (CBS Detroit), but if you're experiencing it too (unless your affiliate is CBS Detroit too), I guess it's more from the main network feed. I wonder how C-Band uplinks would look?

Well, I've tried everything to resuscitate my receiver for this game, but no luck. Things certainly aren't the same experiencing the game through the TV speakers! Oh well, I guess there's 1.7 million things that could be worse in this world.

I called the service company I had been directed by Onkyo to send my unit to. They are supposed to be shipping it back today after "re-flowing the ic23001 and dsp circuits". I assume "re-flowing" means "re-soldering".

The tracking number is not showing up in FedEx yet, so not certain when it will arrive. When I shipped it via FedEx Ground, it got there in a day, so hopefully I'll be able to post an update here in a day or two.

I'm concerned now about the new solder job lasting any length of time...since twenty two months was all my lightly-used (average 45-minutes/day), and never stressed (the only two channels drawing any power are the rear surrounds...everything else is preamp only) receiver lasted since new.

Time will tell, I guess. I'm going to install four 120mm fans in my A/V cabinet to try to increase the longevity of the AVR.

Anyone have any thoughts on where to buy an extended warranty on this thing now? I've read some posts that mention Visa or MC give an extra year warranty on a purchase like this. Any details?

Thanks in advance.

hmm i'm surprised they didn't scrap it given its age..

I'd give the service centre a call to see if there is any upgrades available for the 807 may aswell update t for a bit of extra cost

Considering my solder fix lasted all of three weeks...

Merry Christmas and I hope it works better for you than it did for me.

a reflowing is done to entire board all at once .I know a few PC gear heads who reflow their Video cards by placing them in a oven

Thanks. I don't think Onkyo is going to hand me a new unit if all it costs them to fix this one is $100 or less.


Thanks for the good wishes. Your experience has been in the back of my mind. Time will tell. I did install two 120-mm fans in the back of my A/V cabinet, and though I can't yet quantify how much cooler it is in there, it is a substantial difference. Hopefully this will help things last longer.


Good information to know for future reference. I'll have to research this further to better understand what this accomplishes. Thanks for sharing!

I got my Tx-NR807 back late this afternoon. Total time gone from when I shipped it was about a week. So far, all is well...though I'm going to have to spend more time setting everything up again...running Audyssey, tweaking, etc.

I can access Pandora again! It's been at least nine months since I've been able to do that. The receiver also found my laptop right away, which almost never happened before.

I wonder if the loss of Pandora was the "canary in the coal mine" that portended the complete loss of output. In any event, I'll be watching very carefully during the last five weeks of warranty.

To correct my previous post now that I have the actual service order in hand, it reads "reflowed all pins on IC Q3001 in the DSP circuit to restore proper operation".

Will update if there are any status changes with my AVR. Thanks again to everyone who has posted their experience and resolutions so far.

Just letting you guys know I am selling my Onkyo 807 on canuckaudiomart.com! If anyone is interested let me know!!

Well include me in on the lost output, HDMI board problem. The retailer's repair facility doesn't seem anxious to deal with the issue perhaps because in the month they've had it the warranty has expired? My receiver ships in a seemingly continuous circle 'twixt my city and the city where the repair center is located.

Color me frustrated, it supposedly will ship back to the other city tomorrow. There is some vague expectation that they may actually attempt to at least diagnose the problem this time. Then I'll be in line to be told the HDMI board is back ordered and will experience further delay.

How many times has your receiver needed service?

Sent my 807 in 2-3 weeks ago for warranty service for the HDMI card/no sound problem. Got my first call back from Adams Electronics in CA and she said they couldn't get the HDMI boards so they were contacting Onkyo and they would be sending me a replacement receiver in 2-3 weeks. So I'm just glad I didn't have to go through the whole reflow the solder BS or argue with anyone and I just get a new unit. Of course I had to replace the Onkyo when it died which I did with a Denon 2112Ci and I have to say I'm VERY happy with the Denon so not sure what I'll do with the new Onkyo(an 809 I guess?). But I'll figure it out!!

Thanks for all the great info guys!

Tom

Sorry to hear. It's frustrating. See below.

26 hours.

Yes, that's it.

26 hours from the time I got the unit reconnected after it was returned from Onkyo's service contractor, which included a total of 40 minutes of music playback via Pandora and two episodes of "The Office" via Netflix. That's all.

A grand total of about one hour and ten minutes before the Onkyo TX-NR807 quit outputting sound from all sources.

A reset using the factory procedure was unsuccessful again, and this time the unit failed three minutes before Onkyo's customer service left for the night...not enough time to find the number and suffer through the menu system before everyone clocked out for the night.

I'll call them again tomorrow. This is beyond ridiculous.

You guys seriously need to request a replacement unit and politely mention that you are aware of the known HDMI problem. I didn't demand, but was very friendly and respectful. As a result, my new 809 is now on the way. I had originally called my seller - abt out of Chicago -and they were friendly, but after talking to him we both agreed that going through onkyo directly was going to be faster. And it was faster.

That's the plan. Unfortunately Onkyo's service department decided they needed a four-day weekend beginning today (they probably do, judging by the number of faulty products they have out there).

Their "product support" department supervisor said my problem was "not their responsibility", and that I'll have to wait four more days to speak with someone in the service department.

An interesting sidenote, the phone number listed on both the website and work order for the service company Onkyo had me send the unit to has been disconnected.

That's a bummer. I also noticed when I called that they are very department specific. It was the "parts department" guys that I spoke to that got the ball rolling. I had to stay on top of the whole process, too. In fact, somewhere along the way my order number or something was messed up. As a result, they didn't ship out the replacement unit I called wondering where it was and they subsequently found the error. So thats why I don't have a receiver during Christmas. Overall though I am satisfied because they are trying to make it right and mistakes are just a part of life.

I hope your situation is resolved soon. Keep us apprised... and Merry Christmas!

When my 807 went out I purchased a Denon 1912. I figured when I got my 807 back I would just put it in the bedroom where my wife watches most of her tv and give her some surround sound. It's not bad but I certainly like my 807 better, though the Airplay feature is pretty slick. Hoping I get it back soon but still waiting...

Merry Christmas everyone!

Any update on the status of your repair? You'd written the shop expected the HDMI board on the 10th? Two weeks ago?

I received another call from United Radio they were still waiting on the hdmi board but they expected it last week. Since I didn't hear from them again, I don't think that happened.

Thanks for the information. Best wishes finding a resolution for your problem.

I had the same issue. FW Upgrade stuck at MMPU Setting for 3 hours.Cannot do anything even pressing the power on/off button. No choice for me so I disconnect the power cord and connect it back. Now its dead ! This sucks !