FAQ/Knowledge Base E-mail Submission


Due to the overwhelmingly amount of “Frequently Asked Questions (FAQ)/Knowledge Base (KB)” e-mails, resulting in a delay in response times to the ones that need the answers and/or solution the most.  To rectify this problem, as of June, 2000, we will no longer replying to your e-mail(s) directly.  Instead of replying your e-mail(s) directly, we will answer your question(s)/request(s) via our new FAQ/KB.  We update the FAQ/KB on a daily basis, and your question(s)/request(s) that are NOT in our FAQ/KB will be added within five (5) business days of receipt.  To visit our FAQ, simply go:

http://www.bcmcom.com >> Support >> Your Board Type >> Your Board Model >> FAQ/KB


End Of Life (EOL) motherboards are still supported with same response turn around time as the current motherboards but are not guaranteed.  Additionally, NO NEW BIOS support/revisions for any of End Of Life motherboards.  Below is a list of End Of Life motherboards:

486SE

DP440BX

DR722

DX715

ES3000

ES440BXA

FM519

FM520

FM530

FM560

FM561

FR505

FR506

FR550

GT133KT

GT370LX

GT440BX

GT440ZX

GT5600

GT693VA

GT694VA

IN1541

IN440EX

IN440EX-D

IN440ZX

IN530

IN5598

IN5598

IN620

IN810

IN810ES

IN810S

KR630

KR632

KR637

KR660

KX616

LX600G

LX770

NL440BX

NL440LX

QS440BX

QS440VA

QS440VA

QS694VA

QS750

QS754

QS820P

SE2000

SL5598

SL620

SQ545

SQ574

SQ575

SQ576

SQ578

SQ580

SQ585

SQ588

SQ591

SQ593

SQ594

SQ595

SQ596

SQ598

SQ599

SQ600

SQ660

VP1541

VP1543


Current motherboards with full BIOS/technical support to the FAQ/KB are:

BC133KT

BC133KT-100

BC694VP

EBC5612

ED440BX

FX810E

GT694VP

IN730SE

IN810EP

IN810P

NEX6320a

NL810

PEAK600VL

PEAK602VL

PEAK6320A

PEAK632A

PEAK650VL2

QS440BXP

QS694VP

RX815E


General Troubleshooting Tips

1)

Is your system properly assembled and configured?

A.

Make sure the BIOS setup is set to default/optimal settings.  Pressing <F2> or <DEL> key to enter the setup, select Default or Optimal settings, then save and exit the setup.

B.

For Windows 2000, that requires ACPI support, make sure your BIOS is the latest version.  Please note that some of the EOL boards and all boards with 1MB BIOS will not support ACPI and can not run Windows 2000.

C.

Your board needs to be jumpered according to the User's Manual and/or "Jumpers" section in this website.

D.

Double check that all or any of your peripherals are seated properly, that includes microprocessor (CPU), memory (DIMM), video card, etc.  By re-seating them one more times may produce different results.

E.

You need to verify that your power supply is switched on (also check for the on/off switch on the back of the chassis) and plugged in.  Is your power supply set for proper voltage (115/120 for US; 220/230 for Europe)? CAUTION: For Europe residents, if your power supply is set for 115/120 volts and accidentally plugged in a 220/230 volts power outlet, your system may already be irreversibly damaged, in that case please consult your vendor.

F.

Some problems and/or conflicts can be resolved as simple as by flashing the BIOS to the latest version, which can be downloaded from this website. For those of you having a corrupted or damaged BIOS chip, please submit Tech Support a request.

2)

Is there any conflict with hardware or drivers?

A.

Make sure your BIOS is in default settings.

B.

Make sure the drivers for the installed peripherals that you have are the latest version.

C.

Windows may have some old lingering drivers from an old setup or an old motherboard you upgraded from.  These older drivers may be causing problems or conflicts in your system.  The best step is to back up your data and re-install Windows on a clean drive.  WARNING: Only experienced people should do this as data loss may be possible.

3)

Have you verified all of your system components for functionality?

A.

If you have a problem running your system, and unsure of which component is at fault, please do a component inspection:

I.

CPU

II.

Memory

III.

Hard Drive

IV.

Video Card (if the motherboard does not equip with on board video)

V.

Sound Card (if the motherboard does not equip with on board sound)

VI.

Network Card (if the motherboard does not equip with on board network)

VII.

Modem Card and/or AMR

VIII.

SCSI Card (if the motherboard does not equip with on board SCSI)

IX.

Any other peripherals

B.

If you have extra peripherals or components, please do some swapping at a bare setup to narrow down the fault.

C.

If you are certain the fault is the motherboard after all exhaustive attempts to get it to work even at the bare minimum and with the slowest speed setup, then it may require a repair or a replacement.  You can get it repaired or replaced if it is within warranty of your reseller and/or with BCM Advanced Research, Inc.  Check your reseller for thier warranty and exchange policies.  Please note that BCM Advanced Research, Inc. can not be held responsible for the reseller's warranty if it EXCEEDS BCM Advanced Research, Inc. current warranty policy which is one year from the date of manufacture.  If your reseller is out of business or no longer in service, then BCM Advanced Research, Inc. will accept a direct RMA with the Original Purchase Invoice.  Please also note that if the reseller is still in the business, BCM Advanced Research, Inc. will NOT do any direct RMA request associated with this active reseller. First of all, to determine how old your board is to look for the label that matches to this 14 alphanumeric barcode. The break up of this numeric barcode is as defined: First 5 digits = Part Number, 6th and 7th digits = Year (98 = 1998), 8th and 9th digits = Week (45 = 45th week of that year), and 10th - 14th digits = Serial Number. You will need to determine the age of the board yourself.

D.

For RMA request directly to BCM, please read the following instructions carefully and contact rma_request@bcmcom.com , the RMA will process once all conditions are met:

I.

Within 1 year from the date of manufacture

II.

From the OUT OF BUSINESS or SERVICE resellers

III.

No physical damage or product misuse

IV.

The product is NOT an OEM (Hewlett Packard, AST, Packard Bell, NEC, SONY, Micron Toshiba, Samsung, Wang, Diamond, Gateway, Dell, IBM, Compaq, CompUSA, Computer City, GRiD, SCI, Digital, Texas Instruments, Solectron, and any other computer makers);

V.

An RMA number will be ASSIGNED once all of the information received listed below:

a.

BCM Motherboard Barcodes

b.

Motherboard Name or Type

c.

Motherboard Quantity

d.

Problem Description

e.

Your Name, Mailing Address, Phone Number, E-Mail Address

f.

The Original Invoice with Name and Location of Purchase

VI.

The RMA will process once all items are received:

a.

BCM Motherboard Only - - NO ADDITIONAL MOTHERBOARDS NOT REQUESTED ON THIS RMA

b.

Copy of RMA Invoice (You'll get it after we authorize you an RMA)

c.

Returning Address and Contact (That includes person's name and phone number)

d.

Description of Failure On Each Motherboard (The description MUST be clearly written)


You may wish to go into discussion board to submit your statement or request and/or to read other people's input that may be of some help to you, please go to:

http://www.bcmcom.com >> Support >> Discussion Board

Thank you for your time reading this document. The FAQ/Knowledge Board updates on a daily basis, please come back and re-check occasionally for more information or support.

If you want to send a FAQ/Knowledge Base message, click "SEND" button below.

Send Your Message