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E17K not play via USB port

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Post time 2019-11-19 18:48:37 |Show all posts |
Edited by ekarasel at 2019-11-19 18:51

Hi,
I have a problem with my E17K Alpen 2. It stopped working via USB port. The computer recognizes it as a sound device, but there is no sound on the E17K output. Latest driver is installed. I was tried on 3 computers (one with windows 10 and two with windows 7), with two different cables and on all USB ports on computers ???
Someone with an idea ???

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Post time 2019-11-20 15:46:30 |Show all posts |
Dear friend,

Which output port are you using? Have you selected the E17K as default output in your computer? And also check the volume you set?

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Post time 2019-11-20 20:29:28 |Show all posts |
Edited by ekarasel at 2019-11-20 21:31
FiiO replied at 2019-11-20 08:46
Dear friend,

Which output port are you using? Have you selected the E17K as default output in your  ...

I was use USB port and I was tried on every port on each laptop/PC which I use (I was tried on 2 laptop and one PC. Two of them have Win7 and one Win10). Also I selected USB source on E17K. Yes I was selected E17K as default output. Volume control is set to 20 but I moved from default level to max level.

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https://drive.google.com/file/d/1B66H2gFJgoT_etdbn3uTCmkLCXYzHXgZ/view?usp=drivesdk
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Post time 2019-11-23 16:45:59 |Show all posts |
I think it may be a hardware issue with the headphone. Did you try another headphones as well? Can the line out port work?  Would you prefer sending the defective back to us for check? Or you could also contact the technician in your local city to see if they could repair the headphone jack for you or not?

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Post time 2019-11-26 03:15:47 from mobile |Show all posts |
Yes I tried with few headphones and I tried connected through line out but nothing works. When I use AUX input same headphones and line out connection work properly.I doubt that the problem is in the headphone jack!?
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Post time 2019-11-26 11:26:39 |Show all posts |
Dear friend,

So it may be a problem with the DAC chip of the E17K. You could consider whether sending it back to us for check. If yes, please send email to support@fiio.com.

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Post time 2019-11-26 14:19:15 from mobile |Show all posts |
FiiO replied at 2019-11-26 04:26
Dear friend,

So it may be a problem with the DAC chip of the E17K.  You could consider whether se ...

Ok.  I will inform myself of the cost and procedure of sending and contact you by mail. If the chip is broken, can you tell me what the repair cost is?
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Post time 2019-11-28 10:23:07 |Show all posts |
ekarasel replied at 2019-11-26 14:19
Ok.  I will inform myself of the cost and procedure of sending and contact you by mail. If the chi ...

Dear friend,

If it is only a problem with the headphone port, the repair cost+shipping cost of sending back to you is 15USD in total.

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Post time 2019-11-28 14:34:34 from mobile |Show all posts |
Edited by ekarasel at 2019-11-28 07:36
FiiO replied at 2019-11-28 03:23
Dear friend,

If it is only a problem with the headphone port, the repair cost+shipping cost of se ...


But we have already concluded that the headphone port is okay because everything normally works over AUX mode. After that you concluded that the DAC chip was probably broken. I wonder how much it would cost to repair a DAC chip?
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Post time 2019-11-28 17:03:01 |Show all posts |
ekarasel replied at 2019-11-28 14:34
But we have already concluded that the headphone port is okay because everything normally works ov ...

Dear friend,

Sorry I wrote the wrong word. The cost of replacing the DAC chip+shipping cost of sending back to you is about 15USD.

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Post time 2019-11-28 19:23:09 from mobile |Show all posts |
Edited by ekarasel at 2019-11-28 12:28
FiiO replied at 2019-11-28 10:03
Dear friend,

Sorry I wrote the wrong word. The cost of replacing the DAC chip+shipping cost of se ...


OK, that's an acceptable repair cost. I will contact the support for further instructions. Many thanks, it  was helpful!
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Post time 2019-11-28 23:17:52 from mobile |Show all posts |
FiiO replied at 2019-11-28 10:03
Dear friend,

Sorry I wrote the wrong word. The cost of replacing the DAC chip+shipping cost of se ...

One more question. Is it possible to send me (sell me) a DAC chip, a replacement would be done by a local service?
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Post time 2019-11-29 17:04:32 |Show all posts |
ekarasel replied at 2019-11-28 23:17
One more question. Is it possible to send me (sell me) a DAC chip, a replacement would be done by  ...

Dear friend,

But are you sure that the issue is related to the DAC chip??

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Post time 2019-11-29 21:33:49 from mobile |Show all posts |
Edited by ekarasel at 2019-11-29 18:14

No, but what else could it be?
- AUX mode works means the amplifier is fine as is the AUX port.
- The device can be charged so the USB port is fine.
- Headphone works means the headphone port is fine.
Do you have any other suggestion?

Anyway, you're right. I will contact support for details on sending my E17K or maybe you give me that details???

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Post time 2019-12-3 11:38:14 |Show all posts |
Please contact us via support@fiio.com. We will provide the address and ticket id to you via email.

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Post time 2019-12-3 14:04:00 from mobile |Show all posts |
FiiO replied at 2019-12-3 04:38
Please contact us via . We will provide the address and ticket id to you via email.

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OK,thanks.

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Post time 2019-12-4 15:53:56 |Show all posts |
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