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Home?>?Support?>?Product Support

  Support for Product Issues

Let's dive right in, but just a quick word on our quality control processes.  Each and every unit is assembled in-house and tested at least once prior to shipping.  With most products the fans are tested multiple times during the assembly process.  For this reason we experience defect rates far below those of normal manufacturers.  In reality, when considering failure rates, we see in a year what other manufacturers would experience in a month.

The Unit is not Running
Our most common issues are related to either the connections or with the power supply.  The #1 cause of actual failures is dead power supplies but say 'actual' because often times little issues can occur with the connections, settings...  It should also be noted that the quality of power supplies has gotten significantly better over the years so we are seeing far fewer issues with the power supplies.
       General Troubleshooting Steps
  1. Make sure all of the connections are correct and that Tip aligns with the + on the power connectors
  2. Check to ensure power supply is turned up to at least 7V and try different settings
  3. If you are using a controller, remove it from the system so the fan unit is plugged directly to the power supply, this can narrow down the issue
  4. If the fans still aren't working, using a voltmeter, test that the power supply is outputting power. On a regulated power supply the voltage should read within a volt or two of the set voltage and on an unregulated power supply it can read up to around 18V, which is normal.  If these readings are not observed then most likely the power supply is bad.
  5. If the power supply is working normally, there is either a problem (short) in the cables or an issue with the fan/s which either way will require contacting us for replacement

The Unit is Running But Not Working Properly

The most common issue is with the settings. For most products the fans should run between 5V and 12V but some fans may not work or start properly at 5V.  Normal operating range is voltage set between 5V and 9V while 9V to 12V is more aggressive cooling which is when the fans will typically become audible.

Fan is Clicking and/or Twitching.
This is usually caused my the fan unit not getting enough power.  
  • Ensure power supply is up to at least 7V.  
  • Remove any controllers from the setup to determine if it is a controller issue.  
  • If there is sufficient power to the fans, the fan may be simply defective or worn out.
Note on the ALTv2 Controller Related to This Issue.  The controller must be used with a regulated power supply and the only unregulated power supply we have is the PS300, so do not use it with this power supply. Alternatively, if it is all you have, the system can run normally if set the power supply to 9V.  In this case the cause of the problem is not with the power supply or the controller, rather it is a function of the two being used together.
Unit is Loud.   Unless have ordered a High Velocity unit, CCI products have been designed to operate very quietly.   If they are not quiet, there is most likely a problem worthy of troubleshooting.
Vibrations.  Vibrations can amplify the sound of the fans so make sure units are well secured and not mounted to something flimsy.
Obstructions.  Different obstructions can cause differing noises.  It should be fairly obvious if something is coming in contact with the fan blades so just ensure there are no wires or other debris near the fans.  The fans can also be louder if something is obstructing the flow of air.  Ensure there is adequate space around the fans to properly circulate air.


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