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Print 112 comment(s) - last by nanogeektech.. on Mar 31 at 1:39 PM

Xbox 360 failures are on the rise since the launch of the New Xbox Experience

A known Xbox 360 hardware issue is beginning to surface in significant numbers recently based on research conducted by video game site Joystiq. Tentatively called the Xbox 360 E74 error, one of the lights on the “Ring of Lights” on the front of your Xbox 360 console flashes red and you receive the error code and message: "E74. System Error. Contact Xbox Customer Support". The symptoms involve the bottom right portion of the indicator ring repeatedly flashing on and off and lines or snow will become visible across the screen.

According to the initial Joystiq article posted on March 13, the Microsoft representative Joystiq contacted told them she wasn't familiar with the problem and that they were looking in to the issue. The E74 error is a known issue that is recognized by Microsoft and is documented on Microsoft’s own support site complete with diagrams. The support site has a last revised time stamp of March 3, 2009 as of this writing, predating the Joystiq article that broke the story.

Microsoft’s support site provides no explanation for the error other than to state, “This behavior occurs when the Xbox 360 console experiences a hardware failure.” Joystiq theorizes the E74 error is related to a hardware video problem where the ANA/HANA scaling chip on Xbox 360s equipped with HDMI functionality has come loose.

The main theory put forward that tries to explain why this particular hardware issue is being seen more frequently is the increased graphical stress caused by the introduction of the New Xbox Experience. The New Xbox Experience was launched on November 19 and provided Xbox Live users with a complete rework of the user interface.

One of the significant changes introduced by the New Xbox Experience was the removal of the blade interface. The blades allowed users to access pages of information and features quickly due to the fact they are stacked on top of each other. The new interface uses full windows to spread out the screen.

Another significant change introduced by the New Xbox Experience was the implementation of a graphical avatar system. Users are allowed to choose their avatar from a large group; each avatar is dressed differently, has a unique hair style, and skin color. Once you have chosen your avatar, you are allowed to customize it with new clothing, accessories, and hair. The stress caused by these visual changes may be what is taking many Xbox 360s to the breaking point for unlucky customers.

An interesting pattern can be seen on a Google Trends chart that shows a noticeable spike in users researching the E74 error in November 2008 right around the launch of the New Xbox Experience.

Joystiq’s analysis of survey respondents show a similar pattern of increased E74 failures starting in November of last year. A conspiracy theory making the rounds speculates Microsoft may have changed the system diagnostics test to report Red Ring of Death error as E74 instead to save money. For errors reported as E74, it would force customers to pay $100 for the repair if the error occurs later than 12 months after purchase. The E74 error is not covered under the 3-year extended warranty set in place for the Red Ring of Death malfunction. Joystiq points out that this theory is unlikely because survey respondents are still reporting Red Ring of Death errors after the launch of the New Xbox Experience.

On March 19, Joystiq posted Microsoft’s official response to the E74 issue where they stated:

E74 is a general hardware error on Xbox 360 indicated by a single red flashing light in the Xbox Ring of Light and an error message visible on the television. This error is unrelated to the three flashing red lights error and there is not a single root cause. We encourage anyone who receives this error to contact Xbox Customer support through www.xbox.com/support or 1-800-4-MY-XBOX. The majority of customers who own Xbox 360 consoles continue to have a terrific experience from their first day, and continue to, day in and day out.

As pointed out by Joystiq, Microsoft’s response fails to adequately answer what causes the E74 error, if there has been an increase in incidents, and why it is not covered while the Red Ring of Death is. The evidence is mounting as Joystiq has posted an update on March 23 showing E74 errors have definitely increased since the introduction of the New Xbox Experience. It remains to be seen how long it takes Microsoft to acknowledge there is an issue and deal with in a way that satisfies their current customers. As past history shows an adequate response may take time.

Microsoft’s top game executive, Robbie Bach, president of the Entertainment & Devices group, said at a dinner in July 2008 that Microsoft’s own research shows that gamers have largely forgiven the company for defective Xbox 360s. Depending on how this issue is handled current customers may not be so quick to forgive.



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This article is over a month old, voting and posting comments is disabled

By OblivionMage on 3/24/2009 5:24:38 PM , Rating: 1
I completely disagree - Microsoft has, in my opinion (of course...), the best console system and network (Xbox-Live) of any console around.

There are hardware issues, but do not attribute that to a low quality product.

quote:
creating a shoddy product and charging hundreds for it


Please research or at least back up your claims. Microsoft lost money on Xbox 360's, and they still might. In no way are they gouging people like Apple did with the iPhone release.


RE: Microsoft needs to get out of Console business
By pro5 on 3/25/2009 5:19:26 AM , Rating: 4
Get a clue. The Xbox 360 will go down in history as the most technically flawed and poorly engineered console ever.

This would be somewhat forgivable if MS had been more honest about it, instead of making it seem they were doing gamers a favour by 'helping' them 'for free' (with the RROD at least).

They released early to 'beat' Sony, knowing the console would be lucky to last a year, they basically let the gamers absorb the hassle and money loss so they could get one over the competition - but anyone who thinks they 'won' is severely misguided. They won on figures but they lost to gamers who won't be so blind next time they release a console. I don't care who 'wins' ffs, it's just a piece of electronics and I own(ed) one, plus stuff from nintendo and a PS3 (and a PC with MS OS) so I'm not biased. The Xbox360 which I originally LOVED due to games like Dead Rising, Gears and LIVE left me extremely stressed and anxious everytime I went to play a game - until I finally got E74 error - no fix - and MS wanted more cash off me to fix THEIR problem.


By OblivionMage on 3/25/2009 4:49:39 PM , Rating: 2
They extended their warranty - I'm not saying they're perfect, but they did win.

quote:
left me extremely stressed and anxious everytime I went to play a game


I doubt it. (If so, you have a problem (not kidding...))

quote:
I don't care who 'wins' ffs, it's just a piece of electronics and I own(ed) one, plus stuff from nintendo and a PS3 (and a PC with MS OS) so I'm not biased


a. We are all biased, the question to ask is whether or not that bias is reflected in our communicated message.

b. I didn't accuse you of bias, initially, but I will now. You've stated that you own Microsoft products which somehow clears you of bias, yet you go on to contradict that by saying that YOU owned an xbox 360 which was defective.

Sorry, but you've revealed that you have a - considerable - reason to be angry at Microsoft and their Xbox 360 console. So yes, your biased (or, I suppose, your allowing your bias to be reflected in your writings).

quote:
They won on figures but they lost to gamers who won't be so blind next time they release a console


They didn't win on figures, not really.

And yeah, they lost to some customers (including you), but that doesn't mean that they lost any more than any other console has. THE WORLD DOES NOT REVOLVE AROUND YOU.

Oh and:

quote:
The Xbox 360 will go down in history as the most technically flawed and poorly engineered console ever.


I lol'd ^_^


By BansheeX on 3/26/2009 1:29:23 PM , Rating: 2
MS could take a dump in your mouth, and you'd still defend them. Shut up already.


"People Don't Respect Confidentiality in This Industry" -- Sony Computer Entertainment of America President and CEO Jack Tretton

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