Details on H1 Case Safety Issue

This blog post will be updated regularly as more information becomes available.

2/17/21: We stepped up some resources and have begun the process of getting updated PCIe riser cable assemblies out earlier than we expected. We will start shipping them out in late February to customers who have requested them. Please make sure you have filled in the form here if you would like extra help with installation, or would like to opt-out of receiving a replacement riser assembly. We will also continue to send the nylon screw repair kit out to everyone who requested it. 

2/12/21: The United States Consumer Product Safety Commission has published information about the H1 recall on their website.

2/1/21: We published a message from our CEO regarding the H1 safety issue.

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. 

12/4/20: We have provided information on a temporary fix for the H1 safety issue while you wait for your repair kit.

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)
Email: h1support@nzxt.com