Brand New Velox Doesn't Display (Resolved)

Hi Everyone,

I received my brand new Velox from DS yesterday, 19-April, and on first boot (and all subsequent boots) I don't get anything displayed on my monitor. I don't see any logos, no option to enter BIOS, no Windows, just black and a message from my monitor of no input. I tried using Display Port and HDMI on my ASUS ROG PG279Q monitor, being sure to change the selected input each time, and a spare HDMI-only Dell SE2716H 27" Curved Screen LED monitor. After trying the different monitors I called DS support and spoke with Kevin Licitis for an 1.5 hours where we tried removing and reseating the graphics card (2080 Ti) and reseating the RAM, but we couldn't get any display. The next step is that DS is sending me a new 2080 Ti to install next week via AWR as Kevin thinks that is the problem.

I wanted to post my issue on here to see if anyone had other suggestions of things I could try before I receive my new 2080 Ti in the event there could possibly be a simple fix. If that doesn't fix it the issue I will have to ship my system back to DS. This is obviously a huge bummer as I ordered my system on 02-March and just received it yesterday.

I just find it hard to believe that DS would have shipped me a system with a dead graphics card given all of the QA they talk about in their process.

Any suggestions from the group?

I have posted my config below.

System Configuration:
Chassis Model: Digital Storm Velox
Exterior Finish: - Standard Factory Finish
Trim Accents: - Standard Factory Finish
Processor: Intel Core i9-9900K (5.0 GHz Turbo) (16-Thread) (8-Core) 3.6 GHz
Motherboard: MSI MEG Z390 GODLIKE (Wi-Fi) (Intel Z390 Chipset) (Up to 4x PCI-E Devices)
System Memory: 32GB DDR4 3000MHz Corsair Vengeance RGB Pro (RGB Light Bar)
Power Supply: 850W Corsair RM850x (Fully Modular)
Expansion Bay: - No Thanks
Optical Drive: - No Thanks
Storage Set 1: 1x SSD M.2 (512GB Samsung 970 PRO) (NVM Express) (Extreme Performance)
Storage Set 2: 1x Storage (2TB Western Digital - Black Edition)
Storage Set 3: - No Thanks
RAID Config: - No Thanks
RAID Card: - No Thanks
Internet Access: High Speed Network Port (Supports High-Speed Cable / DSL / Network Connections)
Graphics Card(s): 1x GeForce RTX 2080 Ti 11GB (VR Ready)
Sound Card: Integrated Motherboard Audio
HPC Processor: - No Thanks
Extreme Cooling: H20: Stage 2: Corsair H100i PRO - 240mm Liquid CPU Cooler (Fully Sealed + No Maintenance)
HydroLux Tubing Style: - Not Applicable, I do not have a custom HydroLux liquid cooling system selected
HydroLux Fluid Color: - Not Applicable, I do not have a custom HydroLux liquid cooling system selected
Cable Management: Premium Cable Management (Strategically Routed & Organized for Airflow)
Chassis Fans: Corsair LL Series (RGB Fans) (Software Controlled Effects)
Internal Lighting: Remote Controlled Advanced LED Lighting System (Multiple RGB Color Modes)
Airflow Control: - No Thanks
Chassis Mods: - No Thanks
Noise Reduction: - No Thanks
LaserMark: - No Thanks
CPU Boost: Stage 2: Overclock CPU - Up to 5.1GHz on All CPU Cores
Graphics Boost: Yes, Overclock the video card(s) as much as possible with complete stability
OS Boost: - No Thanks, Please do not tweak the services on the operating system
Operating System: Microsoft Windows 10 Professional (64-Bit Edition)
Recovery Tools: USB Drive - Windows 10 Installation (Format and Clean Install)
Virus Protection: Windows Defender Antivirus (Built-in to Windows 10)
Office: - No Thanks
Game: - No Thanks
Display: - No Thanks
Surge Shield: - No Thanks
Speakers: - No Thanks
Keyboard: - No Thanks
Mouse: - No Thanks
Branded Gear: - No Thanks
Priority Build: - No Thanks, Ship Within 20-25 Business Days After Order Is Successfully Processed
Warranty: Life-time Expert Care with 3 Year Limited Warranty (3 Year Labor & 1 Year Part Replacement)

Edited by prgrmmr736 - 25 Apr 2019 at 9:29pm

Originally posted by bprat22 My first thought is that you are plugging the monitor cable into the motherboard and not the graphics card.   It’s a common mistake.     The graphics ports near the USB and audio ports ARE NOT what you want, but lower down where the graphics card is. The graphics card usually have plastic caps over the HDMI, dB, etc ports that you remove. That said, I’m pretty sure DS ran this past you and you’re plugging into the right spot.   But, never hurts to double check. I hope it’s this easy.   Other than that, a bad graphics card or motherboard is a possibility.

That's a great thought, but this MB doesn't have onboard graphics output so that mistake isn't possible. I can confirm I am 100% plugging into the graphics card.

Originally posted by bprat22 I would try another Pciex16 slot for the graphics card if the mobo allows it.    Very unusual for a graphics card to be totally dead with no display at all.   See if Caps Lock and Num Lock light up after booting to make sure it’s even booting to OS.

Yes, the Caps Lock and Num Lock light up. The MB doesn't have another PCIe x 16 slot. But it does have a PCIe x 8 slot I could try. If DS did the QA checks they said they did I can't see how the graphics card is DOA. I have to assume they skipped some of the QA or did it in a hurry due to other priorities and didn't ensure the system would reliably boot.

I'll try moving the graphics card to PCIe x 8 slot and see what happens.

Originally posted by prgrmmr736 I have to assume they skipped some of the QA or did it in a hurry due to other priorities and didn't ensure the system would reliably boot.

That's not the case. Your unit went to our testing team and QA team and both times it worked perfectly or else it would never have left our facility. I understand how you may feel, as it's clearly not working for you. There is a full set of photos from QA showing the unit working properly.

I assure you that it could be a minor fix. The fact that the unit is responding to keyboard input is a good thing, the unit is properly booting up, just no video signal. Most likely this is a loose graphics card from shipping if you re-seat the graphics card that should resolve the issue you are having.

Please do contact our support team, we would be more than happy to help.

Originally posted by bprat22 The slots are Pciex16 for the graphics card. Chances are trying another Pcie slot won’t help, but worth a try.    Good luck.

I reseated the memory modules with DS tech support on the phone and I have done that several more times since myself. I tested with 1 RAM stick and then the other in different slots and it didn't help. I’ve now tried reseating the RAM multiple times, the GPU, and moving the GPU to a different PCIe slot and as I don't have a spare GPU sitting around so I will have to wait for the replacement one to come this week and hope for the best. At this point I am out of ideas and don’t know what other things I could try to debug the problem.

 

The one other strange thing I have observed is that when I power on the system the GPU fans spin up and are really loud (noticeably) as if they are running at 100% while the system is just booting up and sitting at idle, even with both side panels off. Maybe that is further evidence of a bad GPU or just a red herring. I confirmed it was the GPU fans by disconnecting the case fans.

Edited by prgrmmr736 - 21 Apr 2019 at 4:24pm

Thank you for the update on your issue. Glad to hear everything is working out.