My DAC drops out, clicks or loses lock. What should I check before returning it?
Short answer
Watts points first to the source: "most of the time glitches are due to the source processor, but assuming its fine on USB, then optical will be fine if it is bit perfect" Head-Fi, Mar 2017. Try another source, then the cable and plug; DoP DSD is his quick test, since errors show as drop-outs Head-Fi, Oct 2017. For Mojo 2 USB noise he describes a lost sync cleared by restarting the track, with exclusive mode advised Head-Fi, Feb 2022. Seat optical plugs until they click Head-Fi, May 2019; for Dave, use the supplied BNC cables, and persistent faults mean service Head-Fi, Nov 2018.
Check these first, in this order
1. The source and its settings. In March 2017, in the Hugo 2 thread, Watts wrote "Of course most of the time glitches are due to the source processor, but assuming its fine on USB, then optical will be fine if it is bit perfect" Head-Fi, Mar 2017. In December 2020, also on Hugo 2, he called the source the most likely explanation and suggested trying "a different source like a mobile phone or DAP"; if the symptoms persist it is the Hugo 2 Head-Fi, Dec 2020. In September 2017, in the Hugo 2 thread, he described an Intel i5 laptop that sometimes would not play 192k without drop-outs; his fix was raising the player's process priority in Windows Task Manager (try "high" first) Head-Fi, Sep 2017. The same month he said DSD256 DoP drop-outs come from the source failing to pack DoP in real time, and that native DSD is easier on the processor; Hugo 2 supports it via ASIO Head-Fi, Sep 2017.
2. A quick bit-perfect test. In October 2017 he wrote "To check, just run DoP DSD; if it isn't bit perfect, you will hear drop-outs" Head-Fi, Oct 2017. He gave the same test in March 2017 on Hugo 2, adding that optical is "bit perfect or it's obviously failing" Head-Fi, Mar 2017, and in February 2020 he said data errors are very obvious as clicks and dropouts with DoP DSD Head-Fi, Feb 2020.
3. USB: cable, drivers, order of power-up. In July 2018 he said a Hugo 2 that failed with three sources and two cables sounded like a failed USB decoder; a Windows update sometimes means reinstalling drivers Head-Fi, Jul 2018. On Mojo 2 (February 2022), he said noise can follow a lost USB sync until a re-sync, such as stopping and restarting the track; Chord suggested exclusive mode, he closes the source app before shutting down the DAC, and he advised a type 2 certified cable, checking connections, then emailing Chord support if it persists. He added that all Chord DACs have identical USB firmware and decoder Head-Fi, Feb 2022. By July 2022 he said Chord had not reliably replicated the issue and that with exclusive mode it seemed extremely rare Head-Fi, Jul 2022. For a Hugo M Scaler (July 2023), his advice was to power up the M Scaler or DAC first, then the source Head-Fi, Jul 2023.
4. Clicks at sample-rate changes. In August 2021, on M Scaler, he said these depend on the app: inserting digital silence prevents them, stopping the track before starting the next avoids them, and the clicks can't damage the M Scaler or DAC Head-Fi, Aug 2021. In November 2023, for Dave with M Scaler over USB, he said a delay such as Roon's resync delay will fix it, with optical (limited to 192k) as the alternative Head-Fi, Nov 2023.
5. Optical. In May 2019, on TT2, he said a reviewer's problem was an optical plug not fully inserted: you need to hear it click, and plastic fibers longer than 0.25 m sometimes will not work well at 192kHz, though Chord's supplied cables are fine at 192k Head-Fi, May 2019. In 2014, on Hugo, he said 3.5mm optical adaptors do not work well Head-Fi, May 2014.
6. Coax and BNC (Dave, Hugo M Scaler, Qutest). In November 2018 he listed three causes for M Scaler/Dave drop-outs: a source fault; Dave's DDATA detector needing sync on both data lines, where using BNC 3 and 4 with the supplied cables normally fixes it and connectors and center pins should be checked; and SPDIF briefly losing lock, normally poor RF-quality cables Head-Fi, Nov 2018. In October 2021 he said the supplied BNC cables exist partly so a user getting drop-outs can rule out the cable Head-Fi, Oct 2021. In November 2023 he said a Dave update nearly five years earlier improved SPDIF error tolerance because about 1% of Daves with an M Scaler would drop out occasionally Head-Fi, Nov 2023.
7. Power and resets. For a Qutest (December 2018) he suggested disconnecting power, waiting 10 seconds, restarting, and trying another 5V USB supply and cable Head-Fi, Dec 2018.
8. When he points to the unit. In August 2021 he said Dave display flickering is due to lack of lock and that it sounded like the Dave needed to go back to Chord Head-Fi, Aug 2021. In November 2018 he said that if supplied cables, a good source and swapping BNC inputs do not help, the Dave needs service, adding that Chord have had very few such units Head-Fi, Nov 2018. For TT2, he said in January 2019 that a PSU going into hiccup mode was "either a faulty PSU or a fault in TT2" Head-Fi, Jan 2019. In May 2022 he said to disconnect the headphone and play: if the error recurs the TT2 has a problem, and if not, suspect the headphone cable or plug Head-Fi, May 2022.
What he has not said: the posts contain no single checklist or return rule from him. For Mojo 2 he said he did not write the USB firmware and could not give a firm opinion Head-Fi, Feb 2022.
Quotes
“Of course most of the time glitches are due to the source processor, but assuming its fine on USB, then optical will be fine if it is bit perfect”2017-03-28 Head-Fi, Mar 2017
“To check, just run DoP DSD; if it isn't bit perfect, you will hear drop-outs.”2017-10-31 Head-Fi, Oct 2017
“Sounds like the most likely explanation is your source. Try using a different source like a mobile phone or DAP.”2020-12-19 Head-Fi, Dec 2020
“The indent for the optical rx is a bit big, you need to ensure it clicks when the plug goes into the receiver - some force is needed.”2019-05-16 Head-Fi, May 2019
“if you power-up M scaler or DAC, then power-up the source, you will be good to go.”2023-07-03 Head-Fi, Jul 2023
Dated positions
| When | Products | Position |
|---|---|---|
| 2017-03 to 2020-12 | Hugo 2 | Glitches and drop-outs are most often the source or its settings; he suggests trying a different source, adjusting the player's priority, and for DoP DSD preferring native DSD via ASIO. Head-Fi, Mar 2017Head-Fi, Sep 2017Head-Fi, Sep 2017Head-Fi, Dec 2020 |
| 2017-03 to 2020-02 | Hugo 2 | Playing DoP DSD is a practical bit-perfect test (said on Hugo 2 and in his general thread): data errors show up as obvious drop-outs or clicks. Head-Fi, Mar 2017Head-Fi, Oct 2017Head-Fi, Feb 2020 |
| 2022-02 to 2022-07 | Mojo 2 | Mojo 2 USB noise is a sync issue he links to lost USB connection; use exclusive mode, a certified cable, and contact Chord support if it persists; Chord had not reliably replicated it. Head-Fi, Feb 2022Head-Fi, Jul 2022 |
| 2021-08 to 2023-11 | DAVE, Hugo M Scaler | Power up the DAC or M Scaler before the source, and use a resync delay or silence between tracks (or stop the track first) to avoid clicks at sample-rate changes over USB; he said such clicks cannot damage the M Scaler or DAC. Head-Fi, Aug 2021Head-Fi, Jul 2023Head-Fi, Nov 2023 |
| 2014-05 to 2019-05 | Hugo (original), Hugo TT2 | Optical problems were traced to 3.5mm adaptors or to a plug not fully seated, and long plastic fiber cables may fail at 192kHz. Head-Fi, May 2014Head-Fi, May 2019 |
| 2018-11 to 2023-11 | DAVE, Hugo M Scaler | For coax and BNC drop-outs, use the supplied cables (which exist partly to rule out cable faults) and BNC 3 and 4, check connectors, and send the unit to Chord if the problem remains; a Dave update about five years before 2023 improved SPDIF error tolerance. Head-Fi, Nov 2018Head-Fi, Aug 2021Head-Fi, Oct 2021Head-Fi, Nov 2023 |
Caveats and open points
- His advice comes from forum replies to individual owners, not from a single checklist.
- He relays Chord's advice in several posts (Head-Fi, May 2014, Head-Fi, Feb 2022, Head-Fi, Jul 2022); the relayed text is Chord's, not his own.
- The symptom behind several TT2 and Qutest replies (Head-Fi, Jan 2019, Head-Fi, May 2022, Head-Fi, Dec 2018) is not stated in the posts.
- In Head-Fi, Nov 2023 his phrase "there hasn't been one since" is ambiguous (no further update, or no further drop-outs), so the answer does not report it.
Topics: Dropouts, clicks and lock problems, Faults, repairs, warranty, safety and updates