TX-NR807 No Audio at Power On

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TX-NR807 No Audio at Power On

Post  mwinter66 on Tue Jun 05, 2012 10:32 am

Sadly, count my receiver as another victim of this known problem. It actually started to happen a few months ago and I called Crutchfiled whereby they walked me through all of the possible options (firmware upgrade,resetting, etc.). I lived with it for another six months and now my wife and I are completely frustrated with turning it on/off for 6-15 times in order to get audio. Another option was to let it sit in the "on" position for several minutes and then cycle it and most times I would then get audio. I called the Onkyo Parts Department like I've seen recommended on many of these threads. I faxed in all of the information yesterday and now I'm just playing the waiting game hoping to get a return phone call. My receiver is now about 3 months out of warranty, but it started at about 1 1/2 years into its life. It's frustrating to see this issue happening accross various models. As many of you, I spent some serious $$ on this Onkyo receiver and I doubt that I would ever make a repurchase based on this poor reliability. My old Panasonic receiver which was replaced by this Onkyo was 18 years old with no issues whatsoever. I think if Onkyo was more proactive, that would have changed my mind. If it does get fixed, my next thought will be.....okay, how long does this last before it happens again if they simply replace it with the same board.

Michael W.

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Re: TX-NR807 No Audio at Power On

Post  mwinter66 on Thu Jun 07, 2012 10:05 am

Still waiting for a call back........... Rolling Eyes

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Re: TX-NR807 No Audio at Power On

Post  OnkyoUSA on Thu Jun 07, 2012 3:46 pm

Hi mwinter66,

Please allow 5 business days for our parts and service department to get back with you.
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Re: TX-NR807 No Audio at Power On

Post  mwinter66 on Thu Jun 07, 2012 4:33 pm

OnkyoUSA wrote:Hi mwinter66,

Please allow 5 business days for our parts and service department to get back with you.


Thank you for your reply. A service center just called me from Houston, Texas with a dispatch number but told me it must have been a mistake because they are located so far from me (I'm just east of Buffalo, NY). There is a authorized service center about 2 hours away according to your website, so I don't know how that happened. The Houston center told me to contact Onkyo once again to see if this was a mistake, so I just sent them an email at the email address that you have listed in another thread for the Parts Department. Hopefully someone will email me back soon to resolve this.

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Re: TX-NR807 No Audio at Power On

Post  OnkyoUSA on Thu Jun 07, 2012 4:43 pm

Hi mwinter66,

Yes they should be able to straighten that out for you.
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Re: TX-NR807 No Audio at Power On

Post  mwinter66 on Wed Jun 13, 2012 2:43 pm

......still waiting for this to be resolved. Onkyo said it was switched a couple of days ago, but 2nd location service company has no information. Rolling Eyes It really doesn't make sense that it should take this long.

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Re: TX-NR807 No Audio at Power On

Post  OnkyoUSA on Wed Jun 13, 2012 2:47 pm

Hi mwinter66,

Please PM me with your complete name and serial number from the back of the unit and I will see what I can do for you.

Thank you.
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add another 807 to this list

Post  chfwahoo on Fri Jun 15, 2012 6:02 pm

I have read all of the comments that my fellow Onkyo 807 owners are having with the receivers- not recognizing the speakers and thus producing no sound. I see that Onkyo has posted in this thread to contact the parts and service department at the number listed (which I did this morning). After advising the service dept. that I purchased this unit in Nov. of 2009 - first comment back to me was "that it is out of warranty". I then (kindly) advised that I have done my homework and researched this issue and that this is a very common problem and that there appears to be a warranty accommodation extension to fix this issue. I mentioned this to the service rep and he just told me to email the info in.

Today is Friday 6/15- I see that it can take 5 days or so to get a reply. I'll post back if/when I hear anything and how much this is going to cost me - better be nothing. I'm Kicking myself for not sending the receiver in about a year ago when this first started to happen - unfortunately unplugging the unit seemed to resolve this issue at that time - but this is no loner working.....


I just hope this issue is only on the 807 models - I convinced my father to spend more $ on his receiver and go with an Onkyo (as I felt it was of better quality) I can only imagine the mouthful that I'll get if his acts up as well.

Here is hoping that Onkyo is a company that stands behind its products and customers.
Right now my speakers do not go Boom Boom, =(

Update to follow......


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Re: TX-NR807 No Audio at Power On

Post  onkyoyo on Sun Jun 17, 2012 2:44 pm

Add me to the list. My HT-RC180 is two weeks out of warranty and just started this same issue. I emailed support, so hopefully I'll hear something in a week or so.

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Re: TX-NR807 No Audio at Power On

Post  mwinter66 on Mon Jun 18, 2012 3:16 pm

I sent my TX-NR807 receiver into the service center on Friday. I can only hope that the issue doesn't reappear in another 2 years or less. I don't know if they actually fixed the problem or if they are simply replacing the part/board with the original. Time will tell. Keep diligent with the Parts Department. The Moderator assisted me to get my issue resolved and now it's in for repair.

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add another 807 to this list / update #1

Post  chfwahoo on Mon Jun 18, 2012 5:49 pm

chfwahoo wrote:I have read all of the comments that my fellow Onkyo 807 owners are having with the receivers- not recognizing the speakers and thus producing no sound. I see that Onkyo has posted in this thread to contact the parts and service department at the number listed (which I did this morning). After advising the service dept. that I purchased this unit in Nov. of 2009 - first comment back to me was "that it is out of warranty". I then (kindly) advised that I have done my homework and researched this issue and that this is a very common problem and that there appears to be a warranty accommodation extension to fix this issue. I mentioned this to the service rep and he just told me to email the info in.

Today is Friday 6/15- I see that it can take 5 days or so to get a reply. I'll post back if/when I hear anything and how much this is going to cost me - better be nothing. I'm Kicking myself for not sending the receiver in about a year ago when this first started to happen - unfortunately unplugging the unit seemed to resolve this issue at that time - but this is no loner working.....


I just hope this issue is only on the 807 models - I convinced my father to spend more $ on his receiver and go with an Onkyo (as I felt it was of better quality) I can only imagine the mouthful that I'll get if his acts up as well.

Here is hoping that Onkyo is a company that stands behind its products and customers.
Right now my speakers do not go Boom Boom, =(

Update to follow......


First update,
I'm encouraged - after emailing Onkyo on Friday 6/15/12, I received a email reply today (6/18) with how to go about sending the receiver in for repair. I'll be updating as this process goes but I am very encouraged by the faster than expected reply. more to come......

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2nd update

Post  chfwahoo on Mon Jun 25, 2012 12:38 pm

chfwahoo wrote:
chfwahoo wrote:I have read all of the comments that my fellow Onkyo 807 owners are having with the receivers- not recognizing the speakers and thus producing no sound. I see that Onkyo has posted in this thread to contact the parts and service department at the number listed (which I did this morning). After advising the service dept. that I purchased this unit in Nov. of 2009 - first comment back to me was "that it is out of warranty". I then (kindly) advised that I have done my homework and researched this issue and that this is a very common problem and that there appears to be a warranty accommodation extension to fix this issue. I mentioned this to the service rep and he just told me to email the info in.

Today is Friday 6/15- I see that it can take 5 days or so to get a reply. I'll post back if/when I hear anything and how much this is going to cost me - better be nothing. I'm Kicking myself for not sending the receiver in about a year ago when this first started to happen - unfortunately unplugging the unit seemed to resolve this issue at that time - but this is no loner working.....


I just hope this issue is only on the 807 models - I convinced my father to spend more $ on his receiver and go with an Onkyo (as I felt it was of better quality) I can only imagine the mouthful that I'll get if his acts up as well.

Here is hoping that Onkyo is a company that stands behind its products and customers.
Right now my speakers do not go Boom Boom, =(

Update to follow......


First update,
I'm encouraged - after emailing Onkyo on Friday 6/15/12, I received a email reply today (6/18) with how to go about sending the receiver in for repair. I'll be updating as this process goes but I am very encouraged by the faster than expected reply. more to come......

2nd update: 6/25
Delivered receiver to the auth. repair facility on Thursday 6/21- received a call on Friday from the repair facility that the HDMI board was bad, apparently this is no just on the 807, but all across the line of Onkyo receivers.
I was advised to check with the repair facility in a week or two - they did say that the receiver is out of warranty (by 6 months), but I advised of the accommodation extension and provided the email info that Onkyo had sent me for the repair. Updates to follow

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Re: TX-NR807 No Audio at Power On

Post  grump010 on Mon Jun 25, 2012 8:51 pm

Count in my HT-RC180 as another casualty, started a thread here as to not sidetrack this thread from the OP. chfwahoo, keep us posted on your resolution.

Cheers
Daryl B.

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Re: TX-NR807 No Audio at Power On

Post  chfwahoo on Mon Jul 16, 2012 12:16 pm

chfwahoo wrote:
chfwahoo wrote:
chfwahoo wrote:I have read all of the comments that my fellow Onkyo 807 owners are having with the receivers- not recognizing the speakers and thus producing no sound. I see that Onkyo has posted in this thread to contact the parts and service department at the number listed (which I did this morning). After advising the service dept. that I purchased this unit in Nov. of 2009 - first comment back to me was "that it is out of warranty". I then (kindly) advised that I have done my homework and researched this issue and that this is a very common problem and that there appears to be a warranty accommodation extension to fix this issue. I mentioned this to the service rep and he just told me to email the info in.

Today is Friday 6/15- I see that it can take 5 days or so to get a reply. I'll post back if/when I hear anything and how much this is going to cost me - better be nothing. I'm Kicking myself for not sending the receiver in about a year ago when this first started to happen - unfortunately unplugging the unit seemed to resolve this issue at that time - but this is no loner working.....


I just hope this issue is only on the 807 models - I convinced my father to spend more $ on his receiver and go with an Onkyo (as I felt it was of better quality) I can only imagine the mouthful that I'll get if his acts up as well.

Here is hoping that Onkyo is a company that stands behind its products and customers.
Right now my speakers do not go Boom Boom, =(

Update to follow......


First update,
I'm encouraged - after emailing Onkyo on Friday 6/15/12, I received a email reply today (6/18) with how to go about sending the receiver in for repair. I'll be updating as this process goes but I am very encouraged by the faster than expected reply. more to come......

2nd update: 6/25
Delivered receiver to the auth. repair facility on Thursday 6/21- received a call on Friday from the repair facility that the HDMI board was bad, apparently this is no just on the 807, but all across the line of Onkyo receivers.
I was advised to check with the repair facility in a week or two - they did say that the receiver is out of warranty (by 6 months), but I advised of the accommodation extension and provided the email info that Onkyo had sent me for the repair. Updates to follow



3rd update 7/16/12 : Status -
My receiver is still at the repair facility pending the replacement of the HDMI board - unkn when it will be completed.


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Re: TX-NR807 No Audio at Power On

Post  xcal807x on Mon Jul 16, 2012 11:19 pm

I got this receiver in May of 2010 and i got the same problem started last year in Dec. I brought it in for service twice and apparently the problem keeps on coming back. Now my warranty is out and i don't know what m i going to do with the receiver.

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Audio went out today on my TX-NR807

Post  roadk99 on Mon Jul 16, 2012 11:32 pm

Rather disturbing... 2 years 1 month since purchase. Maybe I shold have stayed with Denon!

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Re: TX-NR807 No Audio at Power On

Post  OnkyoUSA on Tue Jul 17, 2012 10:48 am

Hi roadk99,

If you are in the USA then please contact our parts department at 201-785-2600 option #4 to see if they can help you.

Thank you.
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Re: TX-NR807 No Audio at Power On

Post  xcal807x on Wed Jul 18, 2012 2:56 am

How did you send it in? Did they provide you with a prepaid label and a box?

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Same problem

Post  gts2673 on Fri Jul 20, 2012 2:22 pm

Bought mine 12/09 and just started have the no sound problem. Sometimes a few power resets have worked but this is unacceptable.

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Re: TX-NR807 No Audio at Power On

Post  JNagarya on Tue Jul 24, 2012 2:35 pm

gts2673 wrote:Bought mine 12/09 and just started have the no sound problem. Sometimes a few power resets have worked but this is unacceptable.

It's acceptable to Onkyo USA, which is why customers are routinely run-around while nothing gets fixed, even when a problem is an acknowledged defect. And that's all that matters to Onkyo USA: that it is acceptable to Onkyo USA.


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Re: TX-NR807 No Audio at Power On

Post  OnkyoUSA on Tue Jul 24, 2012 4:50 pm

Hi JNagarya,

Just for your information these customers are handled on a case by case basis. I'm curious do you own one of these units if so then please let me know and we can help you also.

Thank you.
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Onkyo USA Run-Arounds Concerning Defects as Common to ALL Its Fora --

Post  JNagarya on Wed Jul 25, 2012 4:42 pm

OnkyoUSA wrote:Hi JNagarya,

Just for your information these customers are handled on a case by case basis. I'm curious do you own one of these units if so then please let me know and we can help you also.

Thank you.

"case by case" = divide and conquer.

When the overt run-around doesn't work -- as is continuing not only with numerous customers across Onkyo USA "Customer Support" fora, but also concerning the defect in a significant number of TX-C390 Carousel Player* -- make the thread private so other customers can't see the exposure of the repeated pattern of run-arounds.
_____

*You know the defect -- that the TX-C390 Carusel CD Player suddenly begins turning itself on, without user interaction. And you know the continuing run-arounds in continuing effort to avoid acknowledging that defect, let alone fixing it.

As you also know that, if Onkyo USA ever decides to acknowledge and admit to the defect, it will doubtless continue its refusal to fix it by its usual means of obstruction: shifting the cost of fixing the Onkyo USA-owned defect onto the customer.
_____

Thus the only way to get any sort of response from Onkyo USA to customer complaints is to make repeated issue of the complaint, with repeated description of the defect, to which Onkyo USA "responds" with request for description of the defect, which Onkyo USA already knows has been provided.

And then the response is equivalent to yours: yet another avoidance of the issue.

It appears Onkyo USA puts more money and energy into avoiding customer complaints, and not fixing defects, than it would cost Onkyo USA to both deal honestly with its customers and fix the defects.

And I'm not the only customer to not only recognize those facts but also to expressly state them without run-around or equivocation so there can be no claim of lack of knowledge, or of confusion, on the part of Onkyo USA.

Last but not least, Onkyo USA wouldn't want to be seen as hostile to freedom of speech, would it, by pretending that there is something unacceptable about commenting on a common fact and problem -- Onkyo USA's run-arounds regarding defects in all its products, including the continuing run-arounds in avoidance of acknowledging and fixing the defect in a significant number of TX-C390 Carousel CD Players which causes the Player suddenly to turn themselves on without user interaction with them?

In short: the only "integrity" you are attempting to protect is that of Onkyo USA's standard of "customer support": run-around, and ad nauseum repetition of the run-around.

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hoping for a fix

Post  AMB on Wed Jul 25, 2012 6:19 pm

I was glad to find this forum. My TX NR807 is having these same issues (no sound on start up, tried the "unplug it overnight", the reset, letting it warm up etc, the network and the remote control options are grayed out). I have contacted 201-785-2600 option 4 and they've instructed me on the procedure to get it fixed. Hopefully I'll hear back from parts at us.onkyo.com soon. It's frustrating to have issues with equipment. At least with forums like these out there we know that we're not the only ones with failed HDMI boards. I just hope that the wait time isn't too long. Anyone have any experience with how long it takes to get the unit back?

Thanks!

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No audio on TX-NR807 / bad picture

Post  evanmclean on Wed Aug 01, 2012 1:13 pm

I am also have issues with my Onkyo TX-NR807 receiver. They are rendering my receiver useless. This is very troubling to me that such an expensive receiver is already failing after a very short period of time. I bought it October 2009, soon after it was released and paid over $1000. This is absolutely unacceptable on such a high-end receiver. I have an old <$300 entry-level Onkyo receiver I got in 2004 that is still going strong and works better than this receiver. After doing research, I discovered that I am not the only one having these problems. In fact, dozens of people have had or are having the same exact issues. It appears to be a bad HDMI board and I am seeing troubling comments on-line of Onkyo's lack of support and ownership of the known, documented issue. I have sent three emails and made several calls in the last 6 days and I haven't received ANY RESPONSES WHATSOEVER! Every time I call the support line "option 4" I explain what is going on but they tell me to just send an email to parts. Would you please stop giving me the run-around and just help me?????? I have read many people outside of the warranty period have been given complimentary repairs and shipping labels to send their units back. I hope you will extend the same courtesy to me.

I am having three issues with my receiver on a DAILY basis. I'm surprised it just hasn't crapped out for good yet.

1) The sound on all inputs will just go out randomly in the middle of a movie or tv program. I will still have picture but no sound. Or when I turn on the receiver, I will get picture but no sound. The only thing I have found that will fix this is a reset of the receiver by unplugging it. Sometimes it takes 3-4 resets before the sound starts working again.

2) When watching tv or movies the picture will just cut out and the screen turns black but then will flicker back on a couple of seconds later. The sound will stay on the entire time but I will just lose picture momentarily. Very frustrating and annoying.

3) I was watching a movie the other day and the screen started turning a weird pixelated red, then I lost video all together. My screen turned blue signifying my tv was no longer receiving video input. The weird thing is, I still had sound. I then paused the movie to see if the picture would return. After a few minutes, the picture came back so I continued watching the movie. A few minutes later the same thing would happen once again. It did this several times before becoming unbearable and I had to turn off the movie.

Even though I knew it would make no difference at all I tried switching out all of my HDMI cables. I was right, it didn't work.

What do I need to do to get my receiver fixed? Please help!!

Thank you,

Evan

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Re: TX-NR807 No Audio at Power On

Post  OnkyoUSA on Wed Aug 01, 2012 3:00 pm

Hi evanmclean,

I apologize but the reason why our parts department needs an email is as I'm sure they explained to you is they need certain information among other things is a copy of the sales receipt to process your information. You will receive an email response within 7 to 10 business days upon completion of the review process.

Thank you,

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