Upgrade 1.4 - Note for Shield Pro Users (Updated 9/13/15)
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Note: This note only applies to SHIELD Pro (500GB) units. There have been no reports of update issues with SHIELD (16GB) units. Less than 1 percent of SHIELD Pro units have been diagnosed as having a hard drive issue that can worsen over time. A symptom of this issue is the device’s failure to properly update during a System Upgrade (fastboot menu is seen). Units experiencing this will need to be replaced. We apologize for this inconvenience and will do everything to ensure a quick replacement. Q: Do I need an replacement? A: If you notice any of the following symptoms, please apply for a replacement (RMA): 1) Fastboot menu appears during Upgrade 1.4 (even if system recovers after a system reboot you should get a replacement). 2) Severe and persistent pixilation in all tiles of the top row of the Android TV home screen (text in tiles will be unreadable and does not become clear after a few seconds). Q: Should I install Upgrade 1.4 or wait for the next update? A: You should install Upgrade 1.4. If your hard drive has an issue, future upgrades will also see the fastboot error. Q: How do I get a replacement? A: Please contact NVIDIA Customer Care at www.nvidia.com/nvcc for a replacement. Q: How long will it take? A: We will ship you a new unit as soon as the replacement (RMA) is approved (we do not need to wait for the old unit to ship back to us). Q: Can I get an RMA is the Amazon 30-day window has expired? A: Yes. NVIDIA will process an RMA for you and replace your SHIELD. Q: What if I’m outside the US? A: NVIDIA will ship replacements outside of the US as long as we have the necessary product certifications to ship to that country.
Note: This note only applies to SHIELD Pro (500GB) units. There have been no reports of update issues with SHIELD (16GB) units.

Less than 1 percent of SHIELD Pro units have been diagnosed as having a hard drive issue that can worsen over time.

A symptom of this issue is the device’s failure to properly update during a System Upgrade (fastboot menu is seen).

Units experiencing this will need to be replaced. We apologize for this inconvenience and will do everything to ensure a quick replacement.

Q: Do I need an replacement?
A: If you notice any of the following symptoms, please apply for a replacement (RMA):

1) Fastboot menu appears during Upgrade 1.4 (even if system recovers after a system reboot you should get a replacement).

2) Severe and persistent pixilation in all tiles of the top row of the Android TV home screen (text in tiles will be unreadable and does not become clear after a few seconds).

Q: Should I install Upgrade 1.4 or wait for the next update?
A: You should install Upgrade 1.4. If your hard drive has an issue, future upgrades will also see the fastboot error.

Q: How do I get a replacement?
A: Please contact NVIDIA Customer Care at www.nvidia.com/nvcc for a replacement.

Q: How long will it take?
A: We will ship you a new unit as soon as the replacement (RMA) is approved (we do not need to wait for the old unit to ship back to us).

Q: Can I get an RMA is the Amazon 30-day window has expired?
A: Yes. NVIDIA will process an RMA for you and replace your SHIELD.

Q: What if I’m outside the US?
A: NVIDIA will ship replacements outside of the US as long as we have the necessary product certifications to ship to that country.

We can't fix your bug if we can't reproduce it. Please provide as much details as possible including specs, steps to reproduce, graphics settings used, etc..

For GeForce driver issues, please leave feedback in driver feedback form: Driver Feedback

For SHIELD Tablet issues/requests, please leave feedback in the SHIELD Tablet feedback form: SHIELD Tablet Feedback

For SHIELD Android TV issues/requests, please leave feedback in the SHIELD feedback form: SHIELD Feedback

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#1
Posted 09/06/2015 12:10 AM   
NT
NT

#2
Posted 09/06/2015 12:50 AM   
This is ridiculous. I JUST received my Shield Tablet replacement and now I've got to do the same with the ATV? What kind of garbage hardware are they throwing in these things?
This is ridiculous. I JUST received my Shield Tablet replacement and now I've got to do the same with the ATV? What kind of garbage hardware are they throwing in these things?

#3
Posted 09/06/2015 01:00 AM   
[quote=""]This is ridiculous. I JUST received my Shield Tablet replacement and now I've got to do the same with the ATV? What kind of garbage hardware are they throwing in these things?[/quote] It is pretty lame but at least in this case we should expect a replacement in a few days instead of weeks.
said:This is ridiculous. I JUST received my Shield Tablet replacement and now I've got to do the same with the ATV? What kind of garbage hardware are they throwing in these things?


It is pretty lame but at least in this case we should expect a replacement in a few days instead of weeks.

#4
Posted 09/06/2015 01:14 AM   
Sorry guys but I made the update for Nvidia. Well not really but it seems that way. Until Nvidia I have never seen a device require an rma over an update. Are you guys hiring? I also don't know how to make updates so I think other than being an asshole I could an be an asset to your company. ^_^ You should see what an update from me would do to your devices! =D
Sorry guys but I made the update for Nvidia. Well not really but it seems that way. Until Nvidia I have never seen a device require an rma over an update. Are you guys hiring? I also don't know how to make updates so I think other than being an asshole I could an be an asset to your company. ^_^ You should see what an update from me would do to your devices! =D
[quote="vidvox"][quote=""]This is ridiculous. I JUST received my Shield Tablet replacement and now I've got to do the same with the ATV? What kind of garbage hardware are they throwing in these things?[/quote] It is pretty lame but at least in this case we should expect a replacement in a few days instead of weeks.[/quote] I hope you're right, vidvox
vidvox said:
said:This is ridiculous. I JUST received my Shield Tablet replacement and now I've got to do the same with the ATV? What kind of garbage hardware are they throwing in these things?


It is pretty lame but at least in this case we should expect a replacement in a few days instead of weeks.


I hope you're right, vidvox

#6
Posted 09/06/2015 01:28 AM   
I've been trying to contact customer support for over an hour. Every time it gets to my turn, it gets cancelled and I get kicked back to the back of the line.
I've been trying to contact customer support for over an hour. Every time it gets to my turn, it gets cancelled and I get kicked back to the back of the line.

#7
Posted 09/06/2015 01:57 AM   
this happened to me....its bricked
this happened to me....its bricked

#8
Posted 09/06/2015 02:12 AM   
If anyone has a problem getting in touch with the support team to get their units replaced PM me and I can help out.
If anyone has a problem getting in touch with the support team to get their units replaced PM me and I can help out.

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Please send me a PM if I fail to keep up on replying in any specific thread
Opinions expressed here are my own and do not reflect the opinions of NVIDIA
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#9
Posted 09/06/2015 03:37 AM   
So how does the faulty hard drive only become faulty with this update? care to elaborate?
So how does the faulty hard drive only become faulty with this update? care to elaborate?

#10
Posted 09/06/2015 03:57 AM   
[quote=""]So how does the faulty hard drive only become faulty with this update? care to elaborate?[/quote] I think the source of the issue is the same as the pixelated recommendations and general slowdowns, so the issue wasn't created by the update but its definitely the showstopper.
said:So how does the faulty hard drive only become faulty with this update? care to elaborate?


I think the source of the issue is the same as the pixelated recommendations and general slowdowns, so the issue wasn't created by the update but its definitely the showstopper.

#11
Posted 09/06/2015 04:01 AM   
[quote="Failrunner"]I have never seen a device require an rma over an update.[/quote] And you still haven't.
Failrunner said:I have never seen a device require an rma over an update.

And you still haven't.

#12
Posted 09/06/2015 05:51 AM   
I'm willing to take a little on faith. And NVidia has asked for a lot of our faith recently. What I WOULD like to see is some technical detail. What EXACTLY is it about 1.4 that made the drive fail?
I'm willing to take a little on faith. And NVidia has asked for a lot of our faith recently.

What I WOULD like to see is some technical detail. What EXACTLY is it about 1.4 that made the drive fail?

Shane R. Monroe
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#13
Posted 09/06/2015 06:18 AM   
You have to brick your box to see if its a bad unit ? Then you try contact Nvidia and get some guy from the Far East to sort out your problems, who doesn't have a stinking clue as to what a Sheild is ? Why don't the folks @ Nvidia just ask for your serial # for replacement and 2 day cross ship to cause the least amount of stress to there customers ? If its hard drive issues these would be traceable to batch #'s.
You have to brick your box to see if its a bad unit ?
Then you try contact Nvidia and get some guy from the Far East to sort out your problems, who doesn't have a stinking clue as to what a Sheild is ?


Why don't the folks @ Nvidia just ask for your serial # for replacement and 2 day cross ship to cause the least amount of stress to there customers ?
If its hard drive issues these would be traceable to batch #'s.

#14
Posted 09/06/2015 06:19 AM   
[quote=""]I'm willing to take a little on faith. And NVidia has asked for a lot of our faith recently. What I WOULD like to see is some technical detail. What EXACTLY is it about 1.4 that made the drive fail?[/quote] I would guess it has something to do with Write access.
said:I'm willing to take a little on faith. And NVidia has asked for a lot of our faith recently.

What I WOULD like to see is some technical detail. What EXACTLY is it about 1.4 that made the drive fail?


I would guess it has something to do with Write access.

#15
Posted 09/06/2015 06:20 AM   
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