Article Number
EPYC-PIB-Service

Step 1 – Determine if Your Product Is Really Defective

Take a moment to review the suggestions below to be certain the processor is indeed defective. Often, the cause of the problem is not the processor itself.

  1. Visit the platform/motherboard manufacturer's website and check that the processor is fully supported by the platform/motherboard. New processors may require a motherboard BIOS or platform BMC update to correctly recognize a new processor. 
    http://www.amd.com/en/where-to-buy/epyc-platforms
    http://www.amd.com/en/where-to-buy/epyc-processors
     
  2. Follow platform/motherboard manufacturer’s trouble shooting recommendations. These could include following steps and more
    1. Check that the memory installed is supported by your platform/motherboard. Most platform/motherboard manufacturers publish a list of tested and approved memory.
    2. Make sure that all power connectors are properly connected and that your power supply is sufficient for your system.  For more information, please refer to KB article: How to Troubleshoot System Stability Issues Caused by the Power Supply Unit
       
  3. If possible, you can try testing the processor in another compatible system to verify that the processor is faulty.

    For information on how to correctly install or replace your AMD EPYC processor, please watch this video:

    Note! It is important to always use proper care when handling the processor.  Please refer to our Processor Handling Guidance page for tips and best practices. 

​Step 2 – Determine What is Not Covered by Warranty

  1. Try to determine if your processor defect is covered by warranty (see examples below). AMD is not liable under warranty if, through testing and examination, it is AMD’s reasonable opinion that the alleged defect or malfunction of the CPU has been caused by misuse, neglect, improper installation or testing.
     
  2. Remove the processor from the other components before you return it. Warranty service requires that only the processor be returned. Do not return the heat-sink and fan that was packaged with your processor. Upon receipt of the processor, AMD will inspect for mechanical damage and test it.

    Common examples not covered by warranty:

    Chips and Cracks

    Motherboard Sock​et Pin Damage and/or Damaged Processor Pad​

    Burnt and/or Heated Damaged Processors

Step 3 – Provide Required Product Information

You should include the following product information in your warranty service request:

  • Processor’s Model Number. Also known as the OPN.
  • Processor’s Serial Number

The Processor’s Model Number and Serial Number can be found on the box, on the processor’s surface and in the instruction book.

 

Continue to Step 4: Request Warranty Service

An email will be sent to you with further instructions on how to proceed with sending in your defective processor. Be certain to send only the processor. The heat-sink and all other original packaging is not required.