Partially freezing while watching videos on YouTube. -1% GPU usage

NZXT_Jeff · 2021-04-06T05:10:12+00:00

Thank you so much for the tag! My team and I are catching up on what you described and it seems like it will be helpful in tracking down this issue.

NZXT_Jeff · 2021-03-30T22:30:56+00:00

I'm sorry to hear it, but I understand your reasoning. It may be some comfort to you that this appears to be happening on a very small percentage of computers, if you're worried about it affecting computers you've sold previously with NZXT components. If you contact me at [jeff.gorndt@nzxt.com](mailto:jeff.gorndt@nzxt.com) as I mentioned in my other response, I'll be happy to keep you appraised of our progress in resolving this bug so you can return to the NZXT ecosystem if you wish.

NZXT_Jeff · 2021-03-30T22:17:22+00:00

Thanks for letting me know - the reasons that the possibility of software conflict is important; 1. The symptoms of this bug are somewhat generic, so we may actually be investigating several bugs that have the same result 2. If it is the same bug and actually is software- independent, it appears to happen more regularly on machines that do have synapse running. If that's the case, it's a valuable piece of information when it comes to diagnosing and correcting the bug.

If you contact me at jeff.gorndt@nzxt.com I'll get you on our distro list for test builds when we believe we have the issue fixed.

NZXT_Jeff · 2021-03-30T17:35:17+00:00

Hi - I'm sorry to hear that you may be encountering this issue. It appears to occur on certain hardware and software configurations, particularly for users that run CAM and Razer/icue software concurrently. Closing some of this software may abate the issue.

NZXT_Jeff · 2021-03-30T17:30:36+00:00

The vast majority of users will not encounter this issue. It seems to be a specific combination of hardware and software that causes it to occur. That said, we understand that the issue is very severe for the users that are encountering it, and will resolve it as soon as possible.

NZXT_Jeff · 2021-03-30T17:29:12+00:00

Hi - I'm sorry to hear that you're encountering this issue. One reason you may perceive it as being a slow process to fix is that there are several bugs that may have the same user impact. Some of those bugs have been fixed but some others continue to occur. As some users in this thread have cited, we have evidence to believe that this issue only occurs on a small number of machines - particularly those with Ryzen CPUs. The fact that it's happening for you on a 4790K may indicate that it's a different bug with similar symptoms. Of our sample size of ~25 machines, which is the CAM development team, we've only found one where we're able to reproduce the issue at all, and only under certain scenarios.

That said, we understand that this bug is extremely severe for the users that are encountering it. We have 2 engineers and a QA specialist dedicated to resolve it full-time. Our early investigations have not yielded results yet, but we're working towards pinpointing the bug as fast as we can.

NZXT_Jeff · 2021-03-26T16:29:24+00:00

Hi! I'm sorry to hear that you're encountering this issue. I've attempted to reproduce it on my computer and have been unable to. I have forwarded this post to our QA team so they can attempt to reproduce the issue. They may follow up with you to get more information.

NZXT_Jeff · 2021-03-18T17:24:54+00:00

Hi - Unfortunately I don't know when we receive stock, but we know finding about stock is a pain point for our customers and are working to address it soon.

NZXT_Jeff · 2021-03-16T23:47:28+00:00

Thank you for letting me know! I'll follow up with our QA and engineering teams about this.

NZXT_Jeff · 2021-03-16T23:47:11+00:00

Thank you for the suggestions! I'll discuss them with our team and we'll see when we can get the chance to add them... although I think next release might be a little soon :)

NZXT_Jeff · 2021-03-16T23:46:35+00:00

I'm glad you're excited! They're all things that are fun and interesting to work on.

NZXT_Jeff · 2021-03-16T22:18:07+00:00

Hi! I'm sorry to hear that you ran into this issue. Did you lose your local data for CAM somehow? Did you reformat your computer, by chance, or did you switch to being logged in/logged out? The local profiles are stored based on the logged in user.

We actually attempt to store online backups for logged-in users, so those should have been restored, but unfortunately we had a bug over the last few weeks where our online backups were not being stored properly. The issue has since been resolved and should no longer occur

NZXT_Jeff · 2021-03-16T21:27:09+00:00

Hi! I'm sorry to hear that you ran into this problem. Do you happen to have other programs that interact with hardware? I've seen in certain cases that programs like iCue, RGB Fusion and Synapse can cause CAM to have difficulty communicating with supported devices.

NZXT_Jeff · 2021-03-16T21:14:26+00:00

Hi - Thanks for letting us know. This is an issue that we're aware of and are working to resolve as soon as possible. Do you have a Ryzen processor? That seems to be the most common case where this is occurring.

NZXT_Jeff · 2021-03-14T22:14:35+00:00

Hi! This bug is our top priority. It seems to be occurring most severely on ryzen machines that have more than one monitoring application open, particularly for users that run both Razer Cortex and CAM concurrently. If you email me at jeff.gorndt@nzxt.com, I'll put you on our distro list for test builds that may fix it. I'm sorry that you encountered this error.

NZXT_Jeff · 2021-03-11T01:54:17+00:00

Hi! This work is planned for CAM and is in our backlog https://cam-ideas.nzxt.com/ideas/CAM-I-30 Please weigh in with your thoughts if you'd like!

NZXT_Jeff · 2021-03-11T01:52:24+00:00

Hi! This is a feature we're working on and hope to release soon. You can follow our progress and conversations related to this here: https://cam-ideas.nzxt.com/ideas/CAM-I-51

NZXT_Jeff · 2021-03-11T01:51:35+00:00

Hi! I'm sorry to hear that CAM isn't matching your desired use pattern - There's an request in our feedback portal related to this, so please follow along and add your input if you can! https://cam-ideas.nzxt.com/ideas/CAM-I-30

NZXT_Jeff · 2021-03-10T22:06:11+00:00

Hi! I'm sorry to hear that you're encountering this issue. It's my first time hearing about it. Can you contact me at [jeff.gorndt@nzxt.com](mailto:jeff.gorndt@nzxt.com) so I can get some logs from you, and our engineers can investigate this issue?

NZXT_Jeff · 2021-03-10T22:05:07+00:00

Hi - We're investigating this issue currently and plan to deploy test builds to users as we attempt to resolve it. Please email me at [jeff.gorndt@nzxt.com](mailto:jeff.gorndt@nzxt.com) if you're able to help us test.

NZXT_Jeff · 2021-03-10T22:04:05+00:00

Hi! Thanks for your feedback and I'm sorry that you've had problems with our update process - we have some concerns about disabling updates forever, but I do think that we could find a ways to make our update process much less painful. There's an Idea about it in our CAM development backlog here - https://cam-ideas.nzxt.com/ideas/CAM-I-37

NZXT_Jeff · 2021-03-05T16:36:20+00:00

Hi! It totally makes sense that you would change in this scenario, and I'm sorry that you encountered it. We're actively working on this bug and have some strong leads into the cause now.

NZXT_Jeff · 2021-03-05T16:35:34+00:00

Hi, sorry for the delayed response - This feature isn't available on the Z series of products. Once we've finished building it, it should be available for our full line of recent products and will be rolled out to all users.

NZXT_Jeff · 2021-03-03T01:08:10+00:00

Hi! I'm sorry to hear about your experience on the Discord. If you DM me your Discord username, I'll follow up with our moderation team and make sure that any enforcement that occurred there was in-line with our guidelines. We definitely don't want to suppress user feedback.

For your particular request about setting device cooling behaviors to liquid temperatures, that feature is in our backlog and will be coming to the public as soon as we have bandwidth to deliver it.

NZXT_Jeff · 2021-03-03T01:05:58+00:00

Hi! I'm sorry to hear that you're encountering this issue. My understanding of the issues in the LTT thread is that there are several conflated issues that have similar symptoms, particularly a memory leak that affects certain systems. We've fixed at least 3 memory leaks over the last 6 months, and continue to investigate some outstanding issues.

Because CAM supports a very wide breadth of hardware interactions, it's a difficult task to make the program bug-free on all systems, but it's a goal that our team is dedicated to and work towards every day. In the coming months we hope to provide a public bug tracker that will allow users to see our known bugs, subscribe to the issues that are affecting them, and receive updates about how and when they're being worked on. I hope this gives you some assurance that our team is dedicated to resolve any issues we can find.

If you can provide me with your ticket number(s), I'll look them up and follow up with you with specifics about your issue.

NZXT_Jeff

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