No Trouble Found RMA

Summary

No Trouble Found RMA covers returns where the customer reports a real failure, but Exxact cannot reproduce a hardware defect during intake, diagnostics, burn-in, or workload testing. These cases often resolve as validation-and-return workflows rather than part replacement, sometimes with configuration changes or advice for further isolation.

Frequency

• 135 tickets in this rebuild set ended as no-trouble-found, not-reproducible, or validated-return RMAs.

Common Causes

1. Intermittent or environment-specific failures that do not reproduce in-house. Shutdowns, no-POST behavior, instability, or application failures may depend on the customer workload, cabling, power, firmware mix, or a long reproduction window. (#21890, #32259, #38444, #40095, #25744, and 60+ more)
2. Configuration or software issues mistaken for hardware failure. Some returned systems passed hardware validation once BIOS, boot settings, OS image, or platform compatibility issues were corrected. (#11980, #32259, #34895, #38444, #40268, and 25+ more)
3. Component RMAs where the returned part passes full diagnostics. GPUs and other individual components are often reported as failed by the customer but later pass DCGM, burn-in, display, or functional checks. (#25744, #27412, #40095, #25662, #38773, and 20+ more)
4. Prior field troubleshooting changed the failure state before arrival. Reseating, cable changes, transport, or partial reassembly can leave the unit functioning normally by the time Exxact tests it. (#32259, #34895, #20502, #27867, #41104)

Diagnostic Steps

1. Recreate the customer’s exact symptom as closely as possible. Match workload, runtime, boot path, GPU usage, and timing because many NTF cases only fail under the customer’s specific conditions. (#21890, #38444, #40095, #41278)
2. Run structured validation before declaring NTF. Common evidence includes burn-in, DCGM, gpu-burn, passmark, memtest, mprime, boot validation, and OS-level component checks. (#27412, #38444, #34895, #40095, #25744)
3. Check configuration drift and platform state. Review BIOS/BMC versions, fast boot, SMT or hyperthreading settings, boot media, driver/OS compatibility, and whether all expected devices enumerate. (#11980, #32259, #34895, #38444, #39821)
4. Document what was and was not reproduced. NTF outcomes are strongest when the return notes clearly say the original fault did not recur despite targeted testing. (#21890, #25744, #27412, #38444, #40095)

Solutions

1. Return the validated system or component unchanged when no fault is found. This is the most common outcome after successful in-house testing. (#21890, #25744, #27412, #38444, #40095, and 70+ more)
2. Apply non-hardware corrective actions before return. BIOS/BMC updates, fast-boot changes, reprovisioning, or OS reinstall can resolve the reported symptom even when no defective part is identified. (#11980, #32259, #34895, #39821, #40268)
3. Share test conditions and findings with the customer. Exxact often reduces dispute risk by explaining the exact validation platform, duration, and results used to reach NTF. (#27412, #32259, #38444, #40095, #41278)
4. Escalate to further field isolation if the issue may be environmental. When a returned part passes, follow-up commonly shifts to cables, host system integration, workload specifics, or site power rather than repeating blind replacement. (#21890, #25744, #40095, #41104)

Edge Cases

• Second-RMA or repeat-return NTF. Some customers send the same system back after a prior repair or after remaining unconvinced by the first no-fault finding. (#34895, #32991, #37895)
• Long-duration intermittent failures. A few complaints reportedly take days to appear, making non-reproduction plausible even after substantial QA time. (#21890, #41278, #36478)
• NTF with noted but unproven recommendations. Engineers sometimes record BIOS, SMT, or settings advice as possible follow-up even though no failing hardware is confirmed. (#38444, #32259, #39821)
• Minor transit or packing concerns without reproduced defect. Cosmetic shipping concerns or packing confusion can surround the RMA even when the hardware tests healthy. (#32259, #34895, #27412)

Related Issues

• RMA Workflow
• BIOS BMC Issues
• Software Installation
• Firmware Driver Compatibility
• System Boot Failure

Referenced by

• Rtx 4000 Ada — product affected by this issue (×3)
• L40s — product affected by this issue (×5)
• RTX A5000 — product affected by this issue (×5)
• Philip Nguyen — handled tickets on this issue (×17)
• Jason Chen — handled tickets on this issue (×30)
• Ian Dicarlo — handled tickets on this issue (×26)
• Rtx A6000 — product affected by this issue (×7)
• Shipping Damage — co-occurs with this issue (×5)
• BIOS Firmware Update — co-occurs with this issue (×7)
• RTX 3090 — product affected by this issue (×3)