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Odd Sapphire Nitro+ RX 5700 XT Issue -- RGB and fans active, but black screen

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Hi all. After fighting with my new(ish) build for some 3 weeks, I FINALLY got it up and running (thank you Aorus Master!) but now I might have an even bigger problem -- my brand new Sapphire Nitro+ 5700 XT is acting rather weird... the RGB lights came on and the fans were spinning when I fired the rig up for the first time, but I had nothing on my screen. Just blank blackness. I know this is a widespread issue, so I double checked my connections to make sure they were secure. Tried booting again, same result. Anyway, I know for certain that *something* is wrong with the card because after I swapped it out and put my old Sapphire Nitro RX 580 card in, and had no issues whatsoever. Was able to see the BIOS, Windows 10 setup, everything.

System specs:

CPU: Ryzen 5 3600 (stock)
RAM: G.Skill Trident Z RGB (for Ryzen) 3200Mhz 16GB (2x8)
Mobo: GIGABYTE X570 AORUS MASTER (latest F11 BIOS)
Storage: 2x Crucial MX 300 SSDs (500GB and 275GB), WD Blue 1TB 7200RPM HDD
PSU: Seasonic FOCUS+ Platinum 750W


All that being said, I'm unable to return it for a replacement nor refund from Newegg because it's past the eligible window for returns, so in a last ditch effort to get something done about this, I've reached out to Sapphire and filed a customer service ticket. Should I be concerned that I'm now basically the owner of a $450 paperweight? What happens if I can't get a refund/replacement?
 
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It should have at least a 2 year warranty.
 
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I checked on Newegg's site for the warranty listing for the card, and it said there was a limited two year warranty on both parts and labor; on Sapphire's site, it also stated that replacements could either be comprised of new or refurbished parts. A Sapphire representative got back to me today and said:

"So the card never worked and never posted? One thing you might want to try is to reset the CMOS setting and see if that will help the MB recognize the GPU. Also are both the PCIE power connectors connected to the card?"

I replied back and assured them that both 8 pin cables were seated both to the GPU and the PSU properly (I heard the 'click!' when I plugged them in) and tried clearing the CMOS, yet still got the same result upon booting up. Hell, given what's going on with the card, I'm rather glad I decided not to be so hasty in selling my RX 580 lol. It's still working like a dream.

ETA: Talked with the representative once again earlier and they said it sounds more and more like it's a defective card :ohwell: I'll add anything new to this post once I hear anything.
 
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The saga, apparently, conttinues. Got the card back from being RMA'd (according to the rma document, they gave me a new one, different model number), spent most of today swapping out my RX 580 with the 5700 XT...got everything situated, powered up my rig...SAME DAMN PROBLEM! Double and triple checked that everything was connected properly, cleared the CMOS, tried again. No dice. :banghead:

I said at the beginning of this whole thing that I'd give Sapphire a chance because I know it's not their fault and I love their cards. Well, I gave them a shot and my issues still aren't resolved.
 
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The saga, apparently, conttinues. Got the card back from being RMA'd (according to the rma document, they gave me a new one, different model number), spent most of today swapping out my RX 580 with the 5700 XT...got everything situated, powered up my rig...SAME DAMN PROBLEM! Double and triple checked that everything was connected properly, cleared the CMOS, tried again. No dice. :banghead:

I said at the beginning of this whole thing that I'd give Sapphire a chance because I know it's not their fault and I love their cards. Well, I gave them a shot and my issues still aren't resolved.
Gezus this sounds very annoying , what are you going to try next ?
 
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Sounds more like an incompatibility problem for me. Have you tried that 5700 XT in an another rig (if possible)?
 
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Gezus this sounds very annoying , what are you going to try next ?
You have no idea how annoying this is, haha! Well, at the moment, I'll just continue to use my RX 580. I messaged Athlon Micro (Sapphire's RMA company) about it and they said:

"Dear Customer,

Thank you for contacting Althon Micro. Due to the COVID-19 Pandemic and the order from the State of California, our physical office will closed until further notice. All departments will have remote access and we will be here to assist you with limited capacities. Although slight delays in response might occur, please leave us a detailed message and we will get back to you as soon as we can. As our nation navigates through this unprecedented circumstance, everyone here at Althon Micro wishes you good health and thank you for your understanding."


Doesn't sound good, but there's not much I can do about it given the circumstances right now. I can either wait for them to get back to my message and help me sort out this issue -- using my RX 580 in the meantime -- or resell it while it's still under warranty...

Sounds more like an incompatibility problem for me. Have you tried that 5700 XT in an another rig (if possible)?
The only other rig in the house is my old i3-4160 that's been turned into the family computer. There's no GPU in it. I suppose I could try testing the card in there. Is there anything special I need to do first or can I just snap it in there and go?
 
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I'm guessing you used ddu to remove the old driver prior to installing the 5700XT.
 
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I um...I didn't, actually. Plan was to download the XT drivers and install it AFTER the card was up and running. I'd use DDU before installing the XT drivers
 
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I um...I didn't, actually. Plan was to download the XT drivers and install it AFTER the card was up and running :oops:

Do you currently have the 580 installed with drivers?
 
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Thanks. I'll try tomorrow ^_^ I should install the newest X570 drivers FIRST, yeah?
 
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Will do that part right now at least! :D
I always do a clean install when I get a new computer part. Can you get to BIOS with 5700 XT installed? and boot from USB? if that loads up to the windows install screen, then I'd recommend doing backup with 580 installed, and then do a clean install with the 5700xt after you backed up the important stuff.

I'm not sure if it would matter but maybe the motherboard BIOS was set to legacy instead of UEFI or something? maybe when it read the 580 gpu it went into legacy mode (I don't know lol) and it needs to be in UEFI mode in mobo BIOS for modern gpu's I believe. Not 100% on that though, just trying to think of ideas that might help you. I can't imagine how frustrating this must be.

I only buy my stuff from places I can return it, Newegg changed their policies early last year on a lot of stuff, so now I buy from Costco, Amazon, BestBuy, and a few smaller stores. One in California called https://www.centralcomputer.com/ and they have physical stores in California, so if you needed to return something you would be ok and good to go.

I'd avoid Newegg since their return policies are a little outdated. Any PC build I do I make sure I buy all the parts at once and they are all returnable. Just to be extra safe, and make sure I get it built and everything tested, stress and normal long gaming sessions within ten days of purchase. This way I can feel more confidence in long term stability.

I really think this is not a case of a defective card though, I think it is something in BIOS settings, not doing a clean install of OS, or something like that. If you have a spare SSD, maybe just unplug your main storage unit, and see if you can do a clean install on the spare SSD of win 10, or Linux Ubuntu, or anything really just to see if it works. If it does, then that is the problem, just need straight clean install.
 
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I try to get my parts from Amazon now because of their return policy; got my X570 Aorus Master from there. The thing I don't like about Newegg anymore is a lot of their stuff is sold through 3rd party sellers, some of whom have questionable service records or price gouge. I loved going to Central Computers when I lived in the Bay Area! :love: Sadly, I don't have anything like that where I am now...Best Buy is about the closest thing lol.

But anyway, moving on...

This issue is definitely testing my patience. When I got my new board, I had to do a clean install of Windows 10 using my 580 because my first 5700XT would just give me black screen (monitor would say "no signal" and the power light would turn from white to yellow orange) during POST.

Given all the problems I've been having, plus trying to move this beast of a case around (Cougar named this thing appropriately, holy shit. I can truly appreciate smaller cases now -- not so heavy and strenuous to move!) it's mentally exhausting. I still love Sapphire cards, but right now I'm truly wanting to wash my hands of this whole thing and either keep on truckin' with my 580 or snag a 2060 Super or 2070 non-Super.

A random thought I had...could it be my PSU? It's a Seasonic FOCUS+ Platinum, but *only* 750W...maybe it doesn't have enough juice to power everything, plus that XT beast? I don't know, at this point I'm just throwing stuff out there lol

@Chloe Price -- I tried putting the XT in my old rig downstairs... It wouldn't fit, lol, and I wasn't in the mood to unplug everything and take the board out of the case because then I'd have to put it BACK in the case and my eyes don't get along with screws :(
 
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I try to get my parts from Amazon now because of their return policy; got my X570 Aorus Master from there. The thing I don't like about Newegg anymore is a lot of their stuff is sold through 3rd party sellers, some of whom have questionable service records or price gouge. I loved going to Central Computers when I lived in the Bay Area! :love: Sadly, I don't have anything like that where I am now...Best Buy is about the closest thing lol.

But anyway, moving on...

This issue is definitely testing my patience. When I got my new board, I had to do a clean install of Windows 10 using my 580 because my first 5700XT would just give me black screen (monitor would say "no signal" and the power light would turn from white to yellow orange) during POST.

Given all the problems I've been having, plus trying to move this beast of a case around (Cougar named this thing appropriately, holy shit. I can truly appreciate smaller cases now -- not so heavy and strenuous to move!) it's mentally exhausting. I still love Sapphire cards, but right now I'm truly wanting to wash my hands of this whole thing and either keep on truckin' with my 580 or snag a 2060 Super or 2070 non-Super.

A random thought I had...could it be my PSU? It's a Seasonic FOCUS+ Platinum, but *only* 750W...maybe it doesn't have enough juice to power everything, plus that XT beast? I don't know, at this point I'm just throwing stuff out there lol

@Chloe Price -- I tried putting the XT in my old rig downstairs... It wouldn't fit, lol, and I wasn't in the mood to unplug everything and take the board out of the case because then I'd have to put it BACK in the case and my eyes don't get along with screws :(
I doubt it's the psu your system even under heavy load would likely use less than 400 watts in gaming. I've also installed a 5700XT Saphire nitro on a Aorus Master/3900X system with no issues just DDU'ing the drivers prior to installing... Swapping back and forth between a Titan Xp just for testing purposes.

It lives in a x470 Asus strix f/2600X system now.


The only issues I've had with 5700XT were dead display port on a couple Red Devil cards probably just bad luck.
 
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^
I doubt it's the psu your system even under heavy load would likely use less than 400 watts in gaming. I've also installed a 5700XT Saphire nitro on a Aorus Master/3900X system with no issues just DDU'ing the drivers prior to installing... Swapping back and forth between a Titan Xp just for testing purposes.

It lives in a x470 Asus strix f/2600X system now.


The only issues I've had with 5700XT were dead display port on a couple Red Devil cards probably just bad luck.
Maybe that could be it?
 
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I think my display has an HDMI port. I'll run the DDU first before working on testing the card again
 
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Yikes.. the basics...

Swap ports, try the gpu in another PC even if it's hard to do (easier said than done, but....)...etc. PSU clearly has plenty of power....only 750w, lol....

I missed it...you arent getting to the bios or anything? If you arent getting to the bios, updating drivers/ddu isnt going to do a thing considering they load after the POST and BIOS when loading the OS. So if you aren't seeing the bios, its the ports/monitor/card and since we know the monitor and pcie slot is good, that leaves the ports in the card or the card itself in most cases.

As far as newegg goes... yes they have 3rd party.. but just click on sold from....NEWEGG, and you filter out the riffraff. ;)
 
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As far as newegg goes... yes they have 3rd party.. but just click on sold from....NEWEGG, and you filter out the riffraff. ;)
Yeah I always sort from and sold by Newegg, but they almost accept no returns for refund on almost all their products now, so I still buy from Costco/Best Buy/Amazon to be safe.

I think my display has an HDMI port. I'll run the DDU first before working on testing the card again
I'm looking forward to seeing if your other DP ports on your card work, and if not if the HDMI works... please report back and let us know! :clap:
 
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but they almost accept no returns for refund on almost all their products now,
Yep... no worries here over that. If a return for replacement doesnt take care of it, they'll let you swap it out with something else (I've done it). Buyers remorse/regret need not apply. It isnt newegg that's the problem, remember, but the part. Newegg just stores and ships. ;)

Anyoo..the op.. :)
 
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GUYS!! IT'S WORKING!! :rockout::rockout::rockout:

But, there is a catch.

I believe, after testing with both the display port and HDMI cables my monitor came with, that the XT's Display Port ports are bad. Tried the cable in both, no signal. Hooked up the HDMI cable, got a picture upon start up. I say the DP ports are bad rather than the cable because I used the DP cable on my 580 with no trouble.
 
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