Updated January 23, 2020
UE22 Customer Care Program through Onkyo has officially ended as of January 1st, 2020
This thread will continue to provide community support to affected UE22 Pioneer receiver owners.
Updated on August 30, 2019
New information from OnkyoUSA's technical support team. Post number one has been updated.
UPDATED ON MARCH 21, 2017
Please scroll down to "Update on the cause of the UE22 Error" and Onkyo/Pioneers New Program
************** Note: United States and Canada Only
Updated on July 10, 2017
Early unconfirmed reports are that Onkyo/Pioneer is covering repairs for this defect until the end of 2018.
This statement will be updated shortly since affected users are reporting that Onkyo/Pioneer are still accepting claims as of July 2019 with no program end date.
Updated May 15, 2019
SuperZ has reported that Onkyo/Pioneer continue to accept claims for HDMI board replacements. See below:
Updated on July 28, 2019
AVS Forum member "calavs" reported that Onkyo/Pioneer has approved him for a one time repair for the UE22 error issue.
Updated September 2nd, 2019
Onkyo support has now stated that repairs are only being done while parts inventory is still available. Certain models no longer have spare parts for repairs.
As an alternative, a reduced priced trade in receiver is being offered depending on stock availability. This applies to both American and Canadian claim submissions.
However, I'm trying to petition Onkyo/Pioneer to have the UE22 repair program lengthened to the end of 2020/2021. Updates will be posted here on the status of this petition.
Updated on July 28, 2017
See post #2
about important information to know when submitting your claim.
July 15, 2015-I'm starting this thread to document and track the UE22 error that is occurring on affected 2011/2012 Pioneer and Pioneer Elite Receivers.
It is hoped that by bringing it to the attention of Onkyo/Pioneer Electronics that they will be committed to quality and customer service by addressing this issue in a timely and fair manner for affected owners.
This thread is not meant to trash Onkyo/Pioneer or be sarcastic which may take away from finding a solution to the problem. Instead it is hoped that affected users and knowledgeable people can bring a better understanding to what is going on with this error code and possible causes and solutions. In other words please be civilized and respectful in your choice of words (Please read AVS forum rules for more information).
Background Information about the problem:
Affected users have reported that when this problem occurs it does not happen suddenly but over a period of months before eventually the receiver completely fails and will not work. Reports of users getting the error code multiple times and then having to reset the receiver by applying the factory reset or unplugging the power and eventually months later the receiver produces no sound and simple knob and button commands does not respond. Also, the UE22 error usually happens at the worst time, just after your warranty has expired according to many owners comments on the internet. Just Google UE22 error and you will see all the comments and frustration of affected owners. I got tired of reading the posts of the many owners who spent good money on their Pioneer receivers only to walk away and move on from Pioneer because they got burned with this issue when they could not afford the out of pocket repair costs because the warranty had just expired.
For owners impacted with this issue while under Pioneer warranty, they have been fortunate and had their DIGITAL MAIN ASSY board (or main digital board) replaced free of charge and they received their receiver back with no more problems. However, the problem with this is that its the most expensive part of the internal boards ($400-$500 plus labor) and when you have to pay out of pocket it becomes hard to absorb that kind of a cost. It is hoped that Onkyo/Pioneer will find a fix for owners by isolating this issue to a specific defective chip and help affected owners by having that chip replaced instead of replacing the most expensive board from the internal electronics. This would be the most logical fix and cost effective approach to dealing with this problem for Onkyo/Pioneer.
Forum members posting criteria:
Please state the following:
- Pioneer receiver model/number
- Build date (MFD: month & year),
- Purchase date
- UE22 Error display date
- Receiver positioning/placement statement
- Indicate if your Pioneer receiver saw low, medium, or high usage in your set up
- Description of your experience with the UE22 error and the events that led up to your Pioneer receiver eventually failing.
You may also have some insider or technical knowledge that can shed light on the UE22 error and that would be most welcome.
This thread will be updated as the information comes in and will be compiled to better understand the problem and find possible solutions.
Hopefully someone senior at Onkyo/Pioneer will see this thread and respond in an appropriate manner for their fan and customer base.
Update on the cause of the UE22 Error
After researching, analyzing, and hypothesizing the cause of the UE22 Error and through a diligent community effort here on AVSForum the cause of UE22 Error has been found. The root cause
has been isolated to defective Texas Instruments DSP chips that globally affects all
Pioneer and Pioneer Elite receivers manufactured in 2011/2012. See post# 100 and 848 in this thread for the background that identified the cause of UE22 Error. See post#2 where the defective DSP chips are located.
Edit: OnkyoUSA's technical support team has given new information on this thread that UE22 only affects certain 2011/2012 models. However, no further information was given at this time. Updates will be provided as more information comes in...
Heating the DSP chips will not correct or fix the UE22-Error issue. It is only a temporary solution. The DSP chips are defective and must be replaced via a main digital board replacement with the updated DSP chips.
Do Not Attempt A Firmware Update when UE22 Error occurs. It will cause additional problems that may complicate the repair of your affected receiver. There is a high risk of corrupting the DSP firmware when attempting an update post UE22 display.
Onkyo/Pioneer in the United States and Canada has a new program in place to help Pioneer and Pioneer Elite affected receiver owners by offering a discounted refurbished Pioneer receiver (subject to available inventory)
or have Onkyo/Pioneer replace the main digital board with updated Texas Instruments DSP chips that does not have the defective TI chip set (subject to parts availability)
Pioneer UK/Europe/Asia/South America's position on helping affected owners is unclear at the moment.
Thanks to AVSForum member zone33 for posting a step by step repair procedure on how your claim will be handled. See below:
Onkyo/Pioneers New Program
Step by step repair
Hi everyone I just wanna give a few tips on how to make sure your effected receiver gets set up for a repair or replacement through onkyo/pioneer.
- This isn't technicaly necessary but is a useful start. Go to onkyousa.com. Click the support button. On the page that comes up next click "Email Us" on the left side of the page. Fill out the information and mention your UE22 problem and that you heard there is a program to resolve it and would like more information. I got a response within 2 days. You will be told about the program and to send the photos to pioneer/onkyo parts department email (receipt, UE22 pic, Serial # pic) . The useful part about step 1 is the replier is a technical specialist and his name is provided at the bottom which we'll use as a reference when sending photos to pioneer parts dept.
- Make an email. Headline the email with your name and Model number. Parts department email is (( parts @ us . onkyo . com )). Mention your technical specialist's name and explain you have the UE22 error which you are trying to get repaired. Info required in this email are photos of purchase proof from an authorized dealer, photo of the receiver showing ue22 and a photo of your serial number on the back. 3 photos. Also need to provide phone number and home address. No receipt? If you purchased from store or card where you can pull up purchase history and screen shot that, it will be usable determined by parts dept. Review and send email.
- After the 3rd day of no reply I called the pioneer/onkyo parts department. You may want to expedite by calling sooner. Expect to wait 10-15 min to answer. Business hours are 9:00 am - 5:00 pm weekdays. The number is 1-201-785-2399 . Tell them you are waiting on a response to email. They will search by your name you put in the headline. They will put you on a short hold while they review the email. You will be given the verdict. If all is clear you will be given the option of a free repair or 1 or more choices to buy at discounted price trade, depending on availability. You choose right then. After chosen you will be given a return number to track and file.
- get the return box and follow directions. You will have a working receiver within the next 3 weeks and you will feel like companies actually care about their customers still. good luck!
- Enjoy sound.
Ambassador for Toronto