This Program expired on 31 December 2018. For the service of Onkyo products, please contact the Distributor in the country of your purchase. Thank you.
Loss of Audio/Network Connection Customer Care Program
20 August 2014
As part of our commitment to quality and customer service we have determined that a limited number of Onkyo Brand receivers manufactured between 2009 and 2012 may experience loss of audio or loss of network connection. This malfunction has been traced back to a defective network chip. We deeply regret any frustration or inconvenience this situation may have caused. To address the problem and help people who may have an impacted receiver, Onkyo is launching a special Customer Care Program to remedy this issue for those receivers that are affected by this loss of audio/network connection. As part of this program our distributors in the region where you purchased your receiver will extend your standard limited warranty period to cover this issue through December 31, 2018 for affected receivers only, and only in the country of original purchase. All other terms, conditions and limitations of the original limited warranty shall continue to apply for the duration of the original standard limited warranty. If your receiver is experiencing a loss of audio or network connection, please contact Onkyo’s authorized distributor for your country. They will determine if your receiver qualifies for this program. Please use this form to contact your authorized distributor.
Importantly, please note that the loss of audio/network connection issue will not result in harm to any connected components or speakers since the issue is contained to a single element within the affected receivers.
Onkyo may revise or terminate the Customer Care Program at any time in our sole discretion without notice.
When the receiver is having those issues, the "Network Setup" menu item is grayed out or after plugging in the power chord, the display shows "Now Initializing..." for a very long time.
In both cases the onkyo command fails with a timeout:
# onkyo -i 0009B0D455D7 system-power=on -v -v
sending to TX-NR636: system-power=on (PWR01)
Traceback (most recent call last):
File "/usr/local/bin/onkyo", line 10, in <module>
sys.exit(run())
File "/usr/local/lib/python3.7/dist-packages/eiscp/script.py", line 179, in run
sys.exit(main() or 0)
File "/usr/local/lib/python3.7/dist-packages/eiscp/script.py", line 136, in main
response = receiver.raw(iscp_message)
File "/usr/local/lib/python3.7/dist-packages/eiscp/core.py", line 470, in raw
return filter_for_message(self.get, iscp_message)
File "/usr/local/lib/python3.7/dist-packages/eiscp/core.py", line 270, in filter_for_message
raise ValueError('Timeout waiting for response.')
ValueError: Timeout waiting for response.
I do not expect anything to be done about this, but it might be worth documenting it here so that others, who missed the repair program like me, can find it more quickly.
There is an issue with older receivers that might be the reason for not being able to send commands to the device:
https://www.intl.onkyo.com/support/contact/info.html
When the receiver is having those issues, the "Network Setup" menu item is grayed out or after plugging in the power chord, the display shows "Now Initializing..." for a very long time. In both cases the onkyo command fails with a timeout:
I do not expect anything to be done about this, but it might be worth documenting it here so that others, who missed the repair program like me, can find it more quickly.