Faults, repairs, warranty, safety and updates

Owning, choosing and caring for the products

Answers on this topic

Can I make an XLR-to-RCA adaptor by shorting the negative pin?
My DAC drops out, clicks or loses lock. What should I check before returning it?
Should I replace the supplied power supply with a linear or aftermarket one, and will that affect my warranty?
Will existing Chord products get firmware or code updates, and can DAVE be upgraded?

Everything he said on this topic (120)

One-line summaries in our words, oldest first. Each link opens the original.

2014-05-19Watts says charger sound depends on RF noise, he hears no difference in trickle charge, Hugo runs from the battery when plugged in, and repairs go through Chord or distributors. Head-Fi, May 2014
2014-07-10Watts says Hugo over-voltage protection failures came from non-supplied, too-high-voltage chargers; a damaged unit goes back to the dealer, and other PSUs bring no sound benefit. Head-Fi, Jul 2014
2014-07-21Watts warns that the 12.8V Red Wine Audio Black Lightning battery supply may damage Hugo's input protection, which triggers at that voltage. Head-Fi, Jul 2014
2014-08-31Watts says Hugo's noise is 5uV A-weighted on every unit, with 120.0 dB +/- 0.1dB dynamic range, and a unit with much more should be checked. Head-Fi, Aug 2014
2014-09-02Watts says the manual's 2V RMS preset figure will be corrected to 3V RMS in the next print run. Head-Fi, Sep 2014
2014-09-08Watts reports Chord has seen no Hugo electronic failures from impact damage, crediting glued surface-mount parts and no internal connectors. Head-Fi, Sep 2014
2014-11-06Watts says Chord has for months built Hugos with new USB connectors soldered top and bottom so they cannot break from the PCB, with no change in sound. Head-Fi, Nov 2014
2015-01-26Watts says few old-style USB connectors failed and will last if handled gently, and Chord reports no failures among thousands of new-style USB units shipped. Head-Fi, Jan 2015
2015-04-20Watts says Project xxxx launches at Munich and is unlikely to become a Hugo upgrade, since its improvements need far more FPGA capacity than Hugo has. Head-Fi, Apr 2015
2015-05-04Watts says there have been no firmware changes for the black version. Head-Fi, May 2015
2015-08-17Watts says Hugo's FPGA code has not changed during production, so there are no multiple versions. Head-Fi, Aug 2015
2015-09-14Watts says Hugo is FPGA limited, so lessons from Dave cannot be applied; Dave may be upgradable via Chord or the distributor, only for a clear subjective improvement. Head-Fi, Sep 2015
2015-10-06Watts says Hugo and 2Qute will get no upgrades; Dave could be upgraded via distributor or Chord only for a substantial gain, which is less likely as his technology matures. Head-Fi, Oct 2015
2015-11-02Watts says Dave's shipping delay is his, as production code is not finished; four prototype batches mean hardware changes are not expected. Head-Fi, Nov 2015
2015-11-21Watts says software updates may come for worthwhile gains via Chord or distributor visits, and AES is not dual data because it is poor; dual BNC reaches 768 kHz. Head-Fi, Nov 2015
2015-12-20Watts says the unit needs earthing for safety though its PSU is medical grade; he has used it unearthed on travels without sound penalty but agrees that may be hazardous. Head-Fi, Dec 2015
2015-12-28Watts says with the charger connected Hugo's batteries get current matching its draw, so they last long; other numbered replies say 'it' is not working and to contact Chord. needs context Head-Fi, Dec 2015
2015-12-29Watts says all connectors loosen with time, the 9mm one is fine, and the gold-plated switch is rated at 10,000 operations; he kept his on until Dave replaced it. Head-Fi, Dec 2015
2016-02-26Watts says a new upsampler PCB will bring Blu and Red Reference to Dave standard; until then Dave beats their old upsampler, so play 44.1. Dave cannot be upgraded. Head-Fi, Feb 2016
2016-05-21Watts says brain break-in matters far more than hardware break-in, DAVE's FPGA must be soldered rather than socketed, a replacement is years away, and code updates need significant gains. Head-Fi, May 2016
2016-05-30Watts says a DAVE code update would require return to a trained distributor or Chord, would not be done for minor changes, and a new DAVE has arrived. Head-Fi, May 2016
2016-06-08Watts says a DAVE sound-quality code update may never be needed, is being considered only for 768 kHz use with Davina, and would come no earlier than 2017. Head-Fi, Jun 2016
2016-06-13Watts suggests the unit may be in safety charge mode and gives a reset and overnight charge; if still flashing, contact the dealer, as a failing charger can cause it. Head-Fi, Jun 2016
2016-06-22Watts says the unit sounds like it needs service, and that optical at 192k needs a low-loss cable: 0.25M plastic should work, longer runs need quality glass fiber. Head-Fi, Jun 2016
2016-07-13Watts says DAVE's handbook has a typo: output impedance is 0.055 ohms at the headphone output, though the damping factor is correct. Head-Fi, Jul 2016
2016-07-24Watts says Hugo cannot be improved because its FPGA is too small, its design is optimal for that device, and DAVE's 16FS and 256FS gains came from far more processing. Hifistatement 10:57
2016-08-02Watts says he is unaware of any audible noise when DAVE's display is active. Head-Fi, Aug 2016
2016-08-07Watts says MQA is still under evaluation, and that DAVE's FPGA and spare expansion connector would let Chord support future developments if they credibly improved sound quality. Head-Fi, Aug 2016
2016-08-07Watts points to Chord's contact details at the bottom of its website home page, giving phone +44 (0)1622 721444 and fax +44 (0)1622 721555. Head-Fi, Aug 2016
2016-09-14Watts says display blanking when settings are saved is normal because flash memory cannot be read while being written, and refers a remote problem to the dealer. Head-Fi, Sep 2016
2017-06-02Watts says Chord tells him the online handbook has been corrected. needs context Head-Fi, Jun 2017
2017-07-22Watts says the indication is caused by the charger voltage collapsing; reconnect the charger, and if the light is white all is well, but flashing means the PSU is faulty. Head-Fi, Jul 2017
2017-07-31Watts agrees, saying the output stage current limiters are set below the batteries' own current limiters, which also have built-in current and thermal protection. needs context Head-Fi, Jul 2017
2017-08-11Watts says the item sounds like it needs replacing and advises going back to the dealer first, or messaging him if unhappy. needs context Head-Fi, Aug 2017
2017-08-31Watts says Chord's production director puts Hugo 2 failure rates near 0.1%, describes its manufacture alongside Mojo, and argues no other or chip-based DACs match Chord's measured performance. Head-Fi, Aug 2017
2017-09-06Watts says the AudioQuest site gives little detail; he fears the adaptor shorts left and right together, giving mono at best and damaging Hugo 2 or DAVE at worst. needs context Head-Fi, Sep 2017
2018-01-11Watts says track-change mutes were fixed over a year ago by muting only on a net sample-rate change; JRiver's 1 second initial silence was the earlier workaround. Head-Fi, Jan 2018
2018-01-11Watts says a supply meeting USB specifications will not void the warranty, expects no gain from other supplies as the design is supply immune, and calls a USB battery ultimate. Head-Fi, Jan 2018
2018-03-26Watts says he cannot hear the charger connected on headphones, USB tweaks only add RF noise and brightness, and Chord dealers can supply replacement batteries. Head-Fi, Mar 2018
2018-05-01Watts says a cable limiting charge current to 1A has too much resistance, and describes Hugo 2's reinforced USB connector construction, with no failures he knows of. Head-Fi, May 2018
2018-05-21Watts says the tingle from touching unearthed gear is leakage current discharging through imperfectly isolated anodizing, and it is safe because Dave's PSU is a low-leakage medical grade supply. Head-Fi, May 2018
2018-07-05Watts says the USB decoder seems to have failed after three sources and two cables, noting Windows updates sometimes need driver reinstallation. Head-Fi, Jul 2018
2018-07-28Watts says flashing lights mean the FPGA failed authorization at power-up, likely from a power interruption; removing and reapplying power fixes it, and nothing is wrong. Head-Fi, Jul 2018
2018-07-29Watts hears no difference between battery and the supplied PSU, warns non-supplied PSUs may void warranty (never above 15V), and found laptop battery vs mains and optical vs USB identical. Head-Fi, Jul 2018
2018-07-29Watts says no, because the PSU is safe. needs context Head-Fi, Jul 2018
2018-09-23Watts says the behavior is correct, dual BNC operation works only on white, and he will get the manual corrected. Head-Fi, Sep 2018
2018-10-14Watts says the input protection handles only transients or short overvoltage; above the rated 15 V the diode could blow, which is why he sets 12 V on battery. needs context Head-Fi, Oct 2018
2018-10-23Watts says he is independent of Chord, and his understanding is that US warranty repairs go through Chord's US service center via the dealer. Head-Fi, Oct 2018
2018-11-02Watts says Chord would deny warranty for failures caused by a non-supplied PSU, detectable by a failed protection diode, and advises setting the PowerAdd to 12 V. Head-Fi, Nov 2018
2018-11-11Watts says shorting unused amplifier inputs is insane, risking damage and ground currents; Hugo 2 survives a short via thermal trips but must not run into one constantly. Head-Fi, Nov 2018
2018-11-11Watts says Qutest uses the same output stage as Mojo, so shorting it is a bad idea, and its powerful discrete stage gives lower distortion even into amplifier inputs. Head-Fi, Nov 2018
2018-11-18Watts lists three causes of DAVE dropouts with the M scaler: the source, DAVE's dual-data detector, and SPDIF losing lock; try BNC 3 and 4, else service. Head-Fi, Nov 2018
2018-11-22Watts says the M scaler PSU is deliberately ungrounded to avoid earth loops, grounded PSUs sound brighter, overvoltage failures void warranty, and 15 V is the maximum input. Head-Fi, Nov 2018
2018-12-16Watts suggests disconnecting the PSU for 10 seconds, trying another 5 V USB supply and cable, and says unplugging causes no harm beyond connector wear. Head-Fi, Dec 2018
2019-01-06Watts says the symptom is the PSU entering hiccup mode from supercap charge currents, meaning either a faulty PSU or a fault in TT2. needs context Head-Fi, Jan 2019
2019-05-06Watts says it cannot overheat and lists reset, battery-check and overnight-charge steps, with service if it will not recharge. Head-Fi, May 2019
2019-06-29Watts says it is due to PSU leakage, entirely safe, and removable by grounding a BNC input or the single BNC output ground; TT2 behaves the same. needs context Head-Fi, Jun 2019
2019-07-03Watts suggests that for an out-of-warranty unit, loosening the top-plate screws, freeing the power switch and lightly retightening may fix it. Head-Fi, Jul 2019
2019-09-16Watts says a high-pitched noise from TT2 with the display on is not normal; it should be silent from 1 m. Head-Fi, Sep 2019
2019-09-23Watts says a blue power button without charger suggests a battery fault needing service, while cyan means half charge mode; charge overnight or try another 2A 5V charger. Head-Fi, Sep 2019
2019-09-24Watts says auto shutdown powers down after 10 minutes of no input or digital silence to protect the battery, and shutdown during music needs service. Head-Fi, Sep 2019
2019-10-03Watts explains clipping versus distortion rising with current, says TT2 avoids crossover distortion and current limiters, drives his 803 D3, and display noise is LED multiplexing. Head-Fi, Oct 2019
2019-10-16Watts says TT2 shuts down below about 11 V and errors above 15.5 V, the M Scaler accepts about 5 to 15.5 V, and linear PSUs degrade sound and void warranty. Head-Fi, Oct 2019
2019-11-05Watts says Dave's design has not changed, Chord tests Daves in dual BNC mode for drop-outs, a right-channel-only issue is strange, and he will raise it with Chord's production director. Head-Fi, Nov 2019
2020-01-03Watts warns 18v or more destroys the Hugo M scaler's protection diode and voids that warranty, says a 9 or 12v power bank works fine, and notes Poweradd flight limits. Head-Fi, Jan 2020
2020-04-23Watts says Chord can tell from the failure mode if an incorrect PSU has been used. Head-Fi, Apr 2020
2020-05-04Watts says a TT2 rebooting at start-up likely has a PSU failing the 3A draw; return to the dealer, try another PSU, else suspect a regulator fault. Head-Fi, May 2020
2020-05-06Watts says USB bit errors are rare and obvious, Hugo 2 and Mojo need at least 6.5v and 8v for best output, and non-original battery swaps risk fire. Head-Fi, May 2020
2020-06-05Watts says the tingle is a safe 100 uA PSU leakage depending on local mains wiring, and grounding the chassis or a BNC input, away from the DAC, cures it. Head-Fi, Jun 2020
2020-06-25Watts says Qutest's BNC inputs take 768 kHz without transformers at 75 ohms, it was not designed for slow-ramping PSUs, and non-stock supplies void Chord's warranty. Head-Fi, Jun 2020
2020-07-15Watts says a poster's TT2 clicking issue is a mystery; Chord reports none of the thousands of TT2s returned with clicks, so it may be a bug. Head-Fi, Jul 2020
2020-09-30Watts says a linear supply will make no difference or degrade TT2's sound, and will invalidate the warranty. Head-Fi, Sep 2020
2020-09-30Watts says overvoltage damage from out-of-spec PSUs voids warranty cover, many audiophile PSUs are unregulated, and the supplied TT2 and M Scaler PSU measured as quiet as a battery. Head-Fi, Sep 2020
2020-11-26Watts says he checked the schematics for Chord: TT1 does have galvanic isolation on the HD USB input, the same circuit as TT2 and DAVE. Head-Fi, Nov 2020
2020-11-28Watts says a TT2 that only starts on a 12V battery likely has a poor inrush limiter tripping the PSU; get it replaced, though running from 12V battery is fine. Head-Fi, Nov 2020
2020-12-14Watts says 6 V would destroy the FPGA; the supply must be USB compliant at 5 V +/- 0.25 V. Head-Fi, Dec 2020
2020-12-19Watts says the source is the likely cause and suggests trying a phone or DAP; if symptoms persist it is Hugo 2, though he has never seen such a failure. needs context Head-Fi, Dec 2020
2021-01-20Watts doubts the TT2 has a permanent channel imbalance since Chord QA measures units, cannot think of a mechanism, and suggests checking headphone cables. Head-Fi, Jan 2021
2021-01-24Watts warns never to do that with electronic balanced outputs, as it shorts the negative output amplifier, which could damage the DAC and degrades sound quality. needs context Head-Fi, Jan 2021
2021-03-06Watts says he cannot imagine any mechanism by which a faulty stock PSU would cause channel imbalance in TT2. Head-Fi, Mar 2021
2021-04-01Watts says disconnecting the M scaler charger avoids the source-M scaler-Dave loop, CD players inject RF into mains, and changing Dave's PSU invalidates the warranty. Head-Fi, Apr 2021
2021-05-25Watts warns that connecting XLR pins 1 and 3 to ground shorts the negative output, and says a phono cable should use only pins 1 and 2. Head-Fi, May 2021
2021-08-06Watts advises contacting Chord support through the distributor or directly. needs context Head-Fi, Aug 2021
2021-08-07Watts says the display flickering is due to lack of lock and Dave should go back to Chord for a check-up. Head-Fi, Aug 2021
2021-08-19Watts corrects the manual: the HF filter is mostly for sources above 48k PCM and DSD; he recommends filter 2 for DSD and all PCM, with smaller benefits at 44.1k. Head-Fi, Aug 2021
2021-10-26Watts advises against the internal wiring modification: his single-piece sockets are soldered to the PCB, added wires add metal-to-metal interfaces, and it voids the warranty. Head-Fi, Oct 2021
2022-02-08Watts says 14 years consulting for semiconductor firms taught right-first-time design; finished designs are frozen so a 2015 DAVE sounds like a 2022 one, and he avoids sales-driven upgrades. Head-Fi, Feb 2022
2022-02-15Watts relays Chord's view that Mojo 2 USB noise reports look like a USB sync loss, advises exclusive mode and closing apps first, then emailing Chord support. Head-Fi, Feb 2022
2022-03-19Watts says in one case someone used nasty solvent fluids and the unit needed a board replacement. needs context MFG Audio Reviews 59:06
2022-04-08Watts says headphones can be swapped on TT2 only when silent, since unplugging during music risks momentary shorts, advice that applies to all DACs. Head-Fi, Apr 2022
2022-04-09Watts advises low gain for sensitive IEMs, explains how power splits between two headphones by impedance, says unplug only when silent, and has asked Chord about the handbooks. Head-Fi, Apr 2022
2022-04-10Watts says the desktop DAC headphone relay protects on plug-in via a delay, but unplugging can short before relays act; Mojo 2 and Hugo 2 outputs are always active. Head-Fi, Apr 2022
2022-05-28Watts says a TT2 over-temperature (OT) error is most likely a shorted headphone cable or plug; if it recurs with nothing connected, the TT2 has a problem. Head-Fi, May 2022
2022-06-29Watts explains a swollen 1000uF clock-regulator filter cap in a DAVE is very unlikely as a wear failure and suggests miswiring during a PSU change, which he does not recommend. Head-Fi, Jun 2022
2022-06-29Watts admits making the same wiring mistake himself and says it would put +20v on the +5v rail, also causing the cap to swell. needs context Head-Fi, Jun 2022
2022-07-01Watts says the new display needs a different protocol so the FPGA is updated, with no change to sound quality, and warns not to assume a linear PSU is better. Head-Fi, Jul 2022
2022-07-06Watts says Chord is investigating the Mojo 2 USB noise issue but cannot replicate it; exclusive mode makes it rare, and the noise is the maximum at that volume setting. Head-Fi, Jul 2022
2022-07-07Watts confirms no Hugo M Scaler firmware change has affected audio or measured performance; once in production, performance is frozen and updates are for control, interface, reliability or production only. Head-Fi, Jul 2022
2022-07-21Watts says non-supplied PSUs void Chord's warranty, linear supplies lack 100 kHz to 10 GHz RF filtering, and transient timing reconstruction differs from transient response, which only listening tests reveal. Head-Fi, Jul 2022
2022-09-04Watts has never heard a whining sound from his DACs and suggests turning on after Windows boots, or getting the Mojo 2 replaced. Head-Fi, Sep 2022
2022-11-25Watts says Mojo 2 has the digital DC servo introduced with DAVE in 2015 plus DC protection on its relays, calls the reported fault unique, and wants the unit. Head-Fi, Nov 2022
2022-11-26Watts says Chord already knew of the issue from the distributor and the faulty unit will be sent to him. needs context Head-Fi, Nov 2022
2023-01-11Watts says the fault lies with the amp, whose XLR input shorts the negative leg to ground; he advises using RCA instead, since the short can damage TT2. Head-Fi, Jan 2023
2023-02-04Watts says updates were impossible in 2015, now technically possible; FPGA code is optimized to the hardware, and Dave took two and a half to 3 years before he moved on. Dusty Audio 1:03:33
2023-02-04Watts says sound-changing updates are a big problem because a shop listener cannot know which update, brighter, warmer or darker, a unit has. Dusty Audio 1:04:26
2023-02-05Watts says he perfects a project for its FPGA through repeated testing and listening, then finishes it and moves on; he lacks time for constant changes and upgrades. Soundnews 52:20
2023-02-05Watts criticizes firmware updates that keep changing the sound; when DAVE launched he argued with John Franks, saying it needed replacing in 3 years, while Franks wanted at least 5. Soundnews 53:19
2023-06-25Watts says a better DAC makes changes easier to hear, and suspects an owner's fault is the FPGA boot sequence tripping the M Scaler's internal PSU, which Chord should fix. Head-Fi, Jun 2023
2023-06-30Watts says the finish is hard anodized aluminum, not paint, and suspects discoloration came from UV in direct sunlight affecting anodizing dyes; he wants to hear about all issues. Head-Fi, Jun 2023
2023-11-13Watts says Mojo's first batch had USB connectors breaking off, fixed with through-hole connectors and tighter machining used on Mojo 2, rated for 10,000 insertions. Head-Fi, Nov 2023
2023-11-29Watts says the DAVE update fixed occasional dropouts with the M Scaler in about 1% of units by improving SPDIF error tolerance, with no sound change. Head-Fi, Nov 2023
2023-12-16Watts says Qutest needs 5v +/-0.25v, a USB power bank is safe, and over 5v would blow an easily replaced protection diode, with no such failures reported. Head-Fi, Dec 2023
2024-02-12Watts says running TT2 into a short can damage it, as it can deliver 4A, and driving amps and subwoofers together is safe as long as TT2's output is never shorted. Head-Fi, Feb 2024
2024-06-27Watts says a thermal trip turns all LEDs red and mutes, needing a hot unit; ventilate it, and if it trips while cool it needs service, likely more thermal paste. Head-Fi, Jun 2024
2024-06-30Watts says faint music heard from TT2 with XLR cables suggests an amp input shorting pins 1 and 3; the large currents probably make a PSU inductor noisy. Head-Fi, Jun 2024
2024-09-29Watts says there are no firmware updates because the design is the best they can do at that time with that hardware; new projects bring new FPGAs, and updates happen when you get it wrong. The Source AV 11:03
2024-09-29Watts says Chord is often criticized for not doing updates, and this is the reason: he wants it right first time. The Source AV 11:38
2024-09-29Watts says the right-first-time approach comes partly from designing with major semiconductor companies, where a mask set costs a million dollars. The Source AV 11:52
2024-09-29Watts says he prototypes, measures and tests to make sure everything is right, and works the same way with FPGAs even though FPGAs can be changed easily. The Source AV 12:10
2024-09-29Watts says you can program whatever you want in an FPGA, but the ethos is part of him: it is hardware that has software. needs context The Source AV 12:20