NZXT CAM software malfunction

[ImportDaddy]

Hey guys,

 

Just wanna start off by saying I'm absolutely furious towards NZXT customer service.I bought an NZXT Kraken X63 for 150$ off of Amazon official NZXT. The CAM software won't recognize the product no matter what I tried. CAM controls for the pump and lights are basically non-existent. I literally emailed back and forth with their tech support for a whole month like an email a day which is horrendous. Because of covid 19 they have live chat AND phone calls disabled?? What the sh*t is that bruh. Long story short guy asks my msinfo and dxdiag and then tells me to plug a MOTHERBOARD USB CABLE that the pump has to the USB 2.0-3.0 BEHIND THE COMPUTER. I'm like bro you sure you working the right job>?

Then he says oh you should just get it exchanged through amazon. Dude, the product is fine, I have access to everything manually through my BIOS it's just the fact that I paid extra for a better looking front panel with the bigger LED surface area and I can't make it go anything else besides white? What am I gonna do just sit for 2 weeks without using my computer as I wait for incompazon to receive and send me back a new cooler? As if that one's going to work. Obviously their software is absolute sh*tware. After that they just stopped responding to me and never responded to the new tickets I made. I can't send it back anymore because it's past it's deadline. I'm borderline about to open up a case with NZXT because of their lack of support for their customers and selling faulty products. Just help me out if you can guys I'm desperate for help.

[nick name]

So have you or haven't you plugged it into the USB header on your motherboard?

[kirashi]

44 minutes ago, ImportDaddy said:

... tells me to plug a MOTHERBOARD USB CABLE that the pump has to the USB 2.0-3.0 BEHIND THE COMPUTER.

20 minutes ago, nick name said:

So have you or haven't you plugged it into the USB header on your motherboard?

 

 

 

While I understand your frustration over their tech support telling you to plug the pump into the USB ports at the back of the computer when the included cable is supposed to go from the pump to a USB 2.0 header on your motherboard, can you confirm whether the cable is indeed plugged into your motherboard's USB 2.0 header?

 

If it isn't, you know what to do. If it is, but the Kraken isn't showing up anywhere in Device Manager in Windows, I would try plugging your cases' USB 2.0 front panel cable into the same header on the motherboard, then testing if your cases' USB 2.0 plugs work with a USB drive. This will rule out your motherboard's header being bad.

49 minutes ago, ImportDaddy said:

Obviously their software is absolute sh*tware.

 

 

While I don't disagree that most software for hardware devices is poorly designed & developed, we don't know if it's "shitware" yet as we haven't determined what the problem is.

[ImportDaddy]

7 hours ago, kirashi said:

While I understand your frustration over their tech support telling you to plug the pump into the USB ports at the back of the computer when the included cable is supposed to go from the pump to a USB 2.0 header on your motherboard, can you confirm whether the cable is indeed plugged into your motherboard's USB 2.0 header?

 

If it isn't, you know what to do. If it is, but the Kraken isn't showing up anywhere in Device Manager in Windows, I would try plugging your cases' USB 2.0 front panel cable into the same header on the motherboard, then testing if your cases' USB 2.0 plugs work with a USB drive. This will rule out your motherboard's header being bad.

While I don't disagree that most software for hardware devices is poorly designed & developed, we don't know if it's "shitware" yet as we haven't determined what the problem is.

Well for one I know a lot of people have been having problems with CAM, plus there's a feature on their program that makes it so it's impossible to not auto update. The cables are connected to the usb 2.0 headers on the motherboard yes. It's a JUSB and also my front panel usb's have a different kind of header that doesn't fit on that. So I have 2 of them side by side and one of them have my wifi chip connected to it and works fine so I tried that one as well but still the same result.

7 hours ago, nick name said:

So have you or haven't you plugged it into the USB header on your motherboard?

usb header is motherboard style.

[ImportDaddy]

Note: This is a re-post of a post I made before which had no one's attention and I'm in dire need. NZXT won't help me.

 

 

Hey guys,

 

Just wanna start off by saying I'm absolutely furious towards NZXT customer service.I bought an NZXT Kraken X63 for 150$ off of Amazon official NZXT. The CAM software won't recognize the product no matter what I tried. CAM controls for the pump and lights are basically non-existent. I literally emailed back and forth with their tech support for a whole month like an email a day which is horrendous. Because of covid 19 they have live chat AND phone calls disabled?? What the sh*t is that bruh. Long story short guy asks my msinfo and dxdiag and then tells me to plug a MOTHERBOARD USB CABLE that the pump has to the USB 2.0-3.0 BEHIND THE COMPUTER. I'm like bro you sure you working the right job>?

Then he says oh you should just get it exchanged through amazon. Dude, the product is fine, I have access to everything manually through my BIOS it's just the fact that I paid extra for a better looking front panel with the bigger LED surface area and I can't make it go anything else besides white? What am I gonna do just sit for 2 weeks without using my computer as I wait for incompazon to receive and send me back a new cooler? As if that one's going to work. Obviously their software is absolute sh*tware. After that they just stopped responding to me and never responded to the new tickets I made. I can't send it back anymore because it's past it's deadline. I'm borderline about to open up a case with NZXT because of their lack of support for their customers and selling faulty products. Just help me out if you can guys I'm desperate for help.

[C2dan88]

Im not surprised with that attitude

[MarkCRO]

8 minutes ago, C2dan88 said:

Im not surprised with that attitude

Ok, i have NZXT Kraken X42, and simmilar think happend to me, connected all and NXZT cam did not recognize pump, the thing is that i did some settings in BIOS for ventilators pin and first i connected it to wrong ventilator pin, dont remeber what it was..

i am not at home now but i can send pictures of connections...

[TMobile]

soooo...?

 

"Just help me out" is supposed to mean what?

 

We can't just magically make it work, can we? Your best bet is to try to get in touch with their support, with a calmer attitude and ask what they can do for you.

Also if you haven't done already make sure to check the manual that everything is installed correctly including both the hardware and the software.

[Curious Pineapple]

I could "help you out" by saying remove all the RGB shite as it's a pointless eyesore that does nothing for performance.

 

Or accept the fact that there is a global crisis happening and your LED's not twinkling as you want them to is not a priority for an under-staffed support department that can't go to work.

[LogicalDrm]

54 minutes ago, ImportDaddy said:

Note: This is a re-post of a post I made before which had no one's attention and I'm in dire need. NZXT won't help me.

Merged to original. We don't allow posting multiple times about same thing. You can bump your thread. However, this is community forum. The issue might be something our members can't help with or just don't know the answer.