Epson Home Cinema 8500UB Projector, Pro 9500UB Red Lines Solved
February 8th, 2010 Art Feierman
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Greetings all,
OK, had a brief conference call with Epson a couple of hours ago. I think I got everything straight, but I was on my cell phone, out of my office, at the time. (no notes).
Here’s the story:
1. Most importantly, Epson has tracked down the cause of the problem. I was told that it was a faulty value in the color tables.
They have a fix. It is being implemented
Epson also says, that based on the number of calls, etc., relating to the red line problem, it really has affected a very, very small number of units. Their own estimate is that it affects well less than 1% of the units. That said, it’s interesting that I’ve heard from two people who have had it on both their first and second units. Perhaps you need a unit, and exactly the right content to trigger it. Over here, between my own posting here, and my request on avsforum, I only turned up 14 people reporting. (Thanks, to all of you guys, btw.)
2. For those with a projector that does experience the problem you can now call in to Epson support, and talk to their APS (Advanced Product Support) (most companies would call that level 2? support).
They say they have the fix and apparently can walk you through it. I have no details as to whether there’s a file, etc., to download/install, or something simpler. Just that they’ve got the fix. I’ll update when I have the rest of the details.
3. New units will have the new firmware. Existing inventory is being upgraded.
4. Dealer inventory should be taken care of shortly. That should mean almost all dealer inventories. Certainly the larger ones. (There will always be a small dealer here or there, who “bought one a while back”, and didn’t get it upgraded.) We’re talking a week or two, apparently, at the outside.
Bottom line – Per Epson:
We’re really sorry for any inconvenience!
if you have a red line problem unit, call us, we will take care of it.
If your current unit acts up with this problem in the future, call us, we will take care of it.
If you are buying a new one, you really don’t have to worry, as even with the un-upgraded inventory, you have an extremely small chance of it happening.
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OK, that seems to cover it. I do want to learn more about the details, and will report those, when I can find out. Meantime, sounds like a problem solved. We shall see! If the fix works, then we’ll give Epson support a well deserved ‘good job’ -art
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February 8th, 2010 at 6:48 pm
Art,
Thanks for bringing your focus and expertise to this problem. Much appreciated. I will be looking forward to your further reports on how the details on the “fix” and how it is working.
February 12th, 2010 at 10:43 am
Art can we get an update as what the fix actually is and how long it will take for existing stock be updated? Also would there be any chance it affects the projectors performance? Thanks
February 12th, 2010 at 5:26 pm
I don’t have detail regarding dealer inventory, but I would suspect that by now, or certainly in a day or two, the largest online dealers (Epson only sells direct to a handful of online dealers the rest of the Epson online dealers are authorized, but buy through distribution. Although the distributors probably are getting the new ones at the same time as the big dealers, it would logically take a little longer before the small dealers swap theirs out, (if that’s how it’s being handles). Remember, Epson believes that the problem has shown up in well less than 1% of machines. That said, I don’t know exactly what trips the process – starts it. That might be why of the now 14 people I’ve been in communication with, that have had the problem also had it on their replacement units. Might be a certain piece of content – one particular color in the color table, that might trigger it (out of millions)… I just don’t know.
But, if my original understanding (re my blog) is correct, Epson can “remove” the problem without physically needing the projector. I just don’t know yet if it is a download that has to be done, or whether they can talk people through with a few keystrokes as was the “impression” I got. Anyone yet get talked through this by Epson. I had figured they should be doing that by next week.
February 17th, 2010 at 9:51 pm
Thanks again for shedding some light on the subject. I contacted epson a couple of days ago and talked to an APS as you suggested and she sent me a new unit that came today. She said at present the only fix is to have them send you another unit of send yours in to be worked on. She was not aware of anything the consumers themselves are able to do at this time.
Thanks again!
February 18th, 2010 at 12:10 am
Alan, thanks. I haven’t heard back and have been keeping busy. That’s good to know. Hey, as long as everyone gets taken care of… and the fix works. I love happy endings – at least with projectors. -art
March 9th, 2010 at 7:20 am
Art , I have the Epson 8500UB [40hrs] and have developed a red coloring that occurs on people’s faces especially with motion ,when watching dvr recorded Starz Spartacus series. If I turn the power off and restart the projector it goes away. Do you think this is the same problem and has anybody reported this condition. Scott
March 10th, 2010 at 12:43 am
Yes you have exactly the problem others have. It’s easy, call Epson on the number on the PRivateLine card. Tell’m you have the red line problem. Apparently there’s still at least one person on the phones who doesn’t know yet about it, so if you hit that guy, tell’m you want a supervisor or level two support.
Epson will fix you right up! No cost to you! -art