Home > FAQ
Question Group(Category list)
1) Buying the correct product
  • Research
  • 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?
7) Installation
  • 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
8) Troubleshooting
  • Solutions to common issues.
9) How to request a RMA

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Buying the correct Product:

There are 3 aspects to look at before purchasing your product:

1. Research

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 well.

Contact them by emailing support@sybausa.com and sales@support.com 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 support@sybausa.com – Customer Service and Technical Support, info@sybausa.com – General information, and sales@sybausa.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.

 

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What is the difference between PCI and PCI express? 
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, mini-SATA, etc.

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.

Example:
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 speeds
3.0 = 3 channels etc.

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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.

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Standard 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. 

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What is a chipset? Why is it important?


(Shown: Sil3124 chipset)


Chipsets are what makes the controller card do what a user sees on the monitor. 

The ability of all the features all depends on the chipset. 

This detail is quite important for all users when in involving a specific function, reliability, support for certain Operating Systems, etc.

The chipset informs the user of its function. The features, driver support and FAQ of the chipset can be found on the chipset’s manufacturer website. 

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.

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The 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 chipset. 

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)

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My 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 support@sybausa.com to assist you in getting your missing item. 

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Installation:

Before asking 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:

Hardware:

1.      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.

2.      Install the controller card first before installing the driver.

3.      If a newer driver needs to be installed, be sure to uninstall the old driver beforehand (Not doing so may caused BSOD).

4.      The bracket of the controller card is not needed for the product to function.

5.      Confirm the correct power feeds are available on the power supply (Molex, SATA, Floppy).  As well as confirm the correct data cables are used.

Software:

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.

Installing driver 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 the instructions.

Installing the driver manually is similar in all versions of Windows OS.

First thing to do is Navigate to Device Manager.
(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 Device

Right-click the device; Select Update Driver Software.

You want to select the options to Find the driver on your computer manually.

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.

Confirming installation

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

 

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Troubleshooting:

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 sure of.

1.      You should already have the correct requirements and installation information.

2.      Double check both third-party and our product’s compatibility requirements.

3.      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.

(Start button > Right-click Computer > Manage > Disk Management)

The Disks may need to be initialized to MBR/GPT.

Once confirmed, continue.

You may see the health of the disks you connected to be black.

This means the Disks are offline or has unallocated data.

Right-click the name of the Disk# and select 'online' to initialized disk.

Right-click 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 are plug-and-play.

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 support@sybausa.com

 

 

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How to request a RMA Return and Exchange:

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 Exchange policy:

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 exception)

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

http://www.sybausa.com/formExchange.php?myForm=1

Canada link:

http://www.sybausa.com/formExchange1.php?myForm=1

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 Information.
Note:
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 Exchanged Items.
Note:
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.

 

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