This blog post will be updated regularly as more information becomes available.
12/4/20: We have provided information on a temporary fix for the H1 safety issue while you wait for your repair kit.
12/28/20: We are now shipping out H1 repair kits and they should start arriving to customers who requested them as soon as this week. If you need an H1 repair kit and haven’t requested one, please do so at the H1 Safety Recall website and watch our H1 Repair Kit Walkthrough for instructions on how to apply the fix.
1/7/21: The H1 has been updated to address the safety issue and is once again available for sale. Thank you for your patience and understanding while we resolved this matter.
WHAT’S GOING ON?
We’ve identified an issue with the H1 case where a short on the PCIe riser cable connection can lead to a potential fire hazard. This issue has currently affected fewer than ten H1 cases.
WHAT’S THE PROBLEM?
We have identified that the two screws that attach the PCIe Riser assembly to the chassis may cause an electrical short circuit in the printed circuit board (PCB). Repair kits are being prepared that include two new screws that address the issue along with instructions to replace them.
WHAT CAN CUSTOMERS DO?
While we have identified this issue as a low probability occurrence, the absolute safest approach is to power-down your H1 until a kit is sent out to you and the repair is made.
You can request a repair kit at H1 Safety Recall website.
These kits will allow users to make the repair at home by replacing both screws that attach the PCIe assembly to the case. Customers can also reach out through our H1 dedicated contact channels included below for more information.
IS THERE A TEMPORARY FIX?
If you’d like to perform a temporary fix on your H1 case while you wait for your repair kit to arrive, we recommend the following procedure as outlined below.
Important: Please contact our customer support team if you have any questions or concerns about removing parts from the case. We also recommend you watch our H1 walkthrough video or read our H1 panel removing guide if you’re unfamiliar with removing parts from the case.
How to temporarily fix the H1 safety issue:
- Power down the H1
- Unplug the H1
- Remove the graphics card
- Remove the lower riser card retention screw from the H1, as indicated in the image below
WHAT ELSE DO CUSTOMERS NEED TO KNOW?
We are working closely with the US Consumer Products Safety Commission (CPSC) and the proper global authorities to ensure that we are doing everything we can to help NZXT customers. The CPSC’s function is to help people use products safely and we have been adhering to their strongly recommended schedule for releasing information to our suppliers and to the public. We take this issue seriously and are working as quickly as we can to address it.
HOW DO CUSTOMERS GET IN TOUCH IF THEY HAVE ANY OTHER QUESTIONS?
We appreciate everyone’s patience. For direct contact, customers can contact our Customer Support team via the provided number and email address.
Please direct inquiries regarding the H1 Issue to:
Phone: 1-888-965-5520 (Mon – Fri, 8am – 6pm PST)