Question Group(Category list)
1) Buying the correct product
- Why buy SYBA?
- Getting the confirmation that it is supported
2) How do I find out the requirements/what is supported by this product?
3) Why is it important?
4) What is a chipset? Why is it important?
5) The Operating System that I have is not listed on the requirements, how
can I be sure it is supported?
6) My product did not include “X”, why was it not included?
- Please thoroughly read the manual before asking any questions.
- Basics of installing
- Hardware Instructions (Physical product)
- Software Instructions (Drivers and Firmware)
- Installing latest up-to-date Driver
- Installing driver manually (Windows OS)
- Confirming installation
- Solutions to common issues.
9) How to request a RMA
Buying the correct Product:
There are 3 aspects
to look at before purchasing your product:
First, plan out what to do before purchasing the item.
You might accidentally purchase the wrong product that does
not support your system.
We recommend researching compatibility requirements
beforehand, but our support and sales representatives are eager to help you as
Contact them by emailing email@example.com
and firstname.lastname@example.org or call us!
2. Quality vs. Reliability vs. Price
Smart shopping - Why buy SYBA?
Our products are made to be affordable for the everyday
consumer. We create products to keep an
old computer up-to-date today’s fast changing Technological Era focusing on the
Computer Peripherals Consumer Industry.
We offer fast 9/5 customer service on Monday – Friday. From 9:00am
to 5:30pm via email or call. Our
Customer’s Service and Technical Support team will answer your questions to the
best of their ability and will tell you all the technical and step-by-step
instructions to get your purchased product working.
Our Return and Exchange policy is very flexible and can be
negotiated accordingly. If anything is
not included or does not work properly, we offer a no-hassle return and
exchange with little to no questions asked.
As long as you confirmed the problem, we offer the new replacement to
the best of our ability.
3. Getting the confirmation that it works/support.
Look for information of other users who were are able to get
the product to work or is promoting the success. Ask Customer Support if you're not sure at email@example.com – Customer Service
and Technical Support, firstname.lastname@example.org –
General information, and email@example.com
- Sales inquiry. Our support team may
have been asked the same question before.
Other confirmation methods are reading customer reviews from
our popular resellers Newegg or Amazon.
Customers confirm their supported operating system and system
requirements that are not listed on our website.
What is the difference between PCI and
What are revisions 1.0/1.1/2.0/3.0?
(Shown: SY-PCI40010, SI-PEX20148, SY-PEX40039)
(Order from Left to Right)
There are many types
of Expansion slots and Add-on Card revisions and interface sizes.
Expansion slots, the add-on card slots on the motherboard
have many different sizes such as:
PCI 32bit slot, PCI
64bit slot, PCI Express revision 1.0/2.0/3.0 x1/x4/x8/x16, mini-PCI,
If the product does not physically fit into the Expansion
slot, there is a hardware compatibility issue.
It does not fit on purpose. Do
not apply force. You may break both the
Expansion slot and the controller card.
PCI Express (PCIe) cards, are very flexible. Although they cannot be seated into a PCI 32/64bit Expansion slot.
But smaller sized add-on card interfaces can be seated and support a larger
sized interface Expansion slot.
A PCIe x1 controller card and support an x1/x4/x8/and x16 sized slot.
But a PCIe x16 controller card cannot
physically fit an x1/x4/and x8 slot.
PCI Express (PCIe) Revisions:
Pay close attention to the manufacturer motherboard manual
details. If it does not say the specific PCIe slot is revision 2.0, it is
assumed to be 1.0.
What’s the difference between 1.0 and 2.0?
1.0 = 1 channel of transmitting data. Supports 1.5-3.0 Gb/s
SATA I – SATA II speeds
2.0 = 2 channels of transmitting data. Supports 1.5-6.0 Gb/s SATA I – SATA III
3.0 = 3 channels etc.
How do I found out the requirements?
What is supported by this product?
(Shown: Product Details page tabs)
In the Product Details tab, look at the Software
Requirements and Downloads tab.
The Software Requirements tab lists all of the confirmed and
supported Operating System requirements that are supported.
The Download tab lists the drivers that are available for
the product. Download the driver and
check the content to see if your listed Operating system is supported. There should be a text file that will list
the updates of the driver and other information.
Profile vs. Low-Profile bracket
Why it is important?
(Shown: SY-PEX30009 with low-profile bracket and Standard Profile bracket)
There are two sizes of Controller card brackets, standard and low. Standard fits in desktop towers and
low-profile is used for slim cases.
Brackets are overlooked by some customers, but it is an
important detail in terms of system compatibility.
The bracket only
secures the PCB into the computer case and keeps debris out; it does not
‘Ground’ the card. The controller card
can function properly without it.
is a chipset? Why is it important?
(Shown: Sil3124 chipset)
Chipsets are what makes the controller card do what a user sees on the
The ability of all the features all depends on the
This detail is quite important for all users when in
involving a specific function, reliability, support for certain Operating
The chipset informs the user of its function. The features,
driver support and FAQ of the chipset can be found on the chipset’s
If any questions regarding a product’s function cannot be
found on our website, users can find it directly from the chipset manufacturer.
Most chipset manufacturers will update their drivers
annually to solve all bugs and known issues.
Operating system that I have is not listed on the requirements.
How can I be sure it is supported or not?
There are three ways to find out.
1) Refer to our website and look at the Software
requirement tab and Download tab. You will find the Operating System
requirements and the manual for the product.
(Shown: Manual – System Requirement section)
2) Look up the
chipset (It should be listed on our website specification; or else, you may ask
the question). Look up the chipset online using Google search and refer to
chipset manufacturer’s website to find the compatibility and support of the
3) Refer to the
Operating System Community website. In
most OS Community websites, users will have topics of supported chipsets for
their distributed OS.
(Shown: CentOS community forms)
product did not include “X”, why was it not included?
Sometimes, users have questions regarding content issue with their product.
First, confirm the details by looking at the Product details
> Package Detail Requirement.
There are some items
listed on a package box that are listed but not included.
This is most likely either a misprint on the box because it
is generically made for similar products with same features.
If the items in question are listed and not included with
your product, please email firstname.lastname@example.org
to assist you in getting your missing item.
questions, it helps to thoroughly read the manual first.
Read the software
requirements and installation instructions.
When installing a device, there are two aspects to look at: Installing Hardware
and Installing Software.
Please note that there are also basics to follow when
installing a controller card:
Be sure to remove all power supply connected to your system when physically
installing the card by removing the power plug from the computer. Then press
the power button on the computer case to remove all power from the motherboard.
Install the controller card first before installing the driver.
If a newer driver needs to be
installed, be sure to uninstall the old
driver beforehand (Not doing so may caused BSOD).
The bracket of the controller card is not needed for the product to
Confirm the correct power feeds
are available on the power supply (Molex, SATA, Floppy). As well as confirm the correct data cables
Installing latest up-to-date Driver:
Look up the product item details –
Download Tab Section.
There should be a .zip file to
download in the Drivers Section.
Some product driver CDs may have
out-dated drivers that may still have a bug.
We recommend to check with our
website product details to find the latest driver, make a request, or question
our support to help you.
If the information is not
up-to-date, we advise to identify the chipset of the product, and search for
the driver. The Chipset manufacturer has
the latest drivers they made for the product.
Sometime times our website
information may be incorrect, you can always ask a question and we will contact
you via email as soon as possible.
manually (Windows OS)
In the Manual section, there are
instructions on how to install the drivers manually. Click on the link (Floppy disk) and follow
Installing the driver manually is
similar in all versions of Windows OS.
First thing to do is Navigate to
(Start > Right-click My computer > Manage > Device Manager)
With our hardware installed
properly, you should be able to see a device in either “Other Devices” or a
device with a Yellow Warning Symbol.
You can also Right-click the name of your computer > Select Add Legacy
Right-click the device; Select
Update Driver Software.
You want to select the options to
Find the driver on your computer
Select Show All Devices
Then a Window with Have Disk button will appear.
Browse and Direct the Driver
location to the .inf File located in
the Driver Files.
The product you installed should appear in Device Manager in
the proper category of what Windows recognized the device as.
Hard Drives/Optical Drives = Disk Drives
SATA/IDE Controllers = IDE ATA/ATAPI Controllers
LAN/Wireless Adapters = Network Adapters
Serial and Parallel = Ports (COM & LPT)
Sound Controllers = Sound, Video and game controllers
Hubs, USB 2.0/3.0 Controllers = Universal Serial Bus Controllers
When trying to
install or getting something to work properly, we use troubleshooting to find
out the cause and solution of the issue.
After you looked at the Requirements
and Installation section of this FAQ there are a few things that you can be
You should already have the
correct requirements and installation information.
Double check both third-party and
our product’s compatibility requirements.
Look at the hardware and software
used in this scenario.
As mentioned in the Requirements section, if the product
does not physically fit. There is a physical compatibility issue.
Do not damage the
product in any way. It will void
warranty because of “wear and tear”
Solutions to common issues:
Product does not
work, I “installed” it in my computer. Solution:
Install the driver for the product.
Even if the product is physically
installed, both hardware and software must be installed for the product to
function. Note that if a product has a power feed
header, you most likely need to connect that power feed to the product from the
power supply for it to function properly.
Installing and troubleshooting
instruction solutions are on our website – Product details – Downloads Tab.
Product keeps disconnecting and connecting. Solution: Update the driver to the latest drivers
Some product may install properly,
but act buggy. Latest updated drivers
should fix the issue. Perform a System
Update first. If that does not solve the
issue, identify the product chipset, refer to chipset manufacturer’s website
for update drivers if the website drivers are outdated.
Device is not seen in Device Manager/ Card keeps
disconnecting. Solution: Update the
motherboard BIOS (Refer to motherboard manufacturer) and adjust the PCIe Max
Payload to 256 in the BIOS.
Device is not seen in Device Manager. Solution: Remove and seat the card back into the
slot or other available slot.
There may be debris in the PCIe/PCI
slot that may be causing the hardware not to be recognized properly
Cannot see Hard drive disks in Windows Explorer. Solution: Manage
the virtual Disk partitions using Disk Management. Navigate to Disk Management utility.
button > Right-click Computer > Manage > Disk Management)
may need to be initialized to MBR/GPT.
see the health of the disks you connected to be black.
means the Disks are offline or has unallocated data.
the name of the Disk# and select 'online' to initialized disk.
the black Health data to create a 'simple volume' which creates a partition for
the OS to see.
Cannot hear sound or see video from Sound Controller
card/Adapter. Solution: Confirm the Drivers for the Sound/Video
card/adapter are installed. USB devices
You may need to set the Default Display/Sound device within
the Operating System to function properly.
If you are unable to
solve the issue, please contact our Support team by emailing your issue to email@example.com
How to request a RMA Return and
As you know we are more than happy to provide our customers
with a hassle free exchange when a product is defective.
RMA Return and
Do not send the item
to us, unless we sent the confirmed instructions to do so.
We cannot send a new
replacement until we received the item.
We cannot replace
items that are physically damaged.
(Customers & Reseller Oblanc and GamesterGear products are an
We cannot exchange
items for different products. (Resellers:
Out-of-stock inventory is an exception)
All our controller
cards have a 3 year manufacturer warranty for a new replacement.
For an RMA with us, complete and submit this RMA form here:
US - America link
Note that the
end-user must pay for shipping the product to us.
We recommend using
any type of packaging medium when sending the product to us.
However, we will pay
for shipping when sending the new replacement to you.
When you arrive at the page, you will to fill out General
If you are a customer that bought the item from a reseller (Example: Newegg),
then your user type is “End User”
If you are a customer that bought the products directly from us (Syba
Multimedia), your user type is “Reseller”
Below is an example of next section for Returned or
For resellers, please list the Invoice number that our Sales department gave
you so we can Identify which order your RMA item came from.
Last step is to submit a note to notify the RMA department
what you want, cause of the issue, etc.
This is a feature for customers to ask questions or requests.
Instructions will be
confirmed and sent to you shortly after you submit the form. On our normal Business hours: Monday –
Friday. 9:00am to 5:30pm PST.