FREQUENTLY ASKED
QUESTIONS

If you're looking for answers, it might be quicker to see if they've already been covered in our FAQ resource before contacting support.

  • What are Falcon's technical support hours?

    Our normal hours of operation are from 9am to 6pm Pacific Standard Time. Technical support is available 7 days a week. New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas are observed Holidays. We can and do schedule for correspondence outside of normal support hours. Support outside normal hours is limited to employee availability.

  • To whom can I ask general questions about my computer?

    We prefer to handle general questions via e-mail. Feel free to send any questions you may have to support@falcon-nw.com. Please understand that this service is only for our customers and we do prioritize support requests before general questions.

  • Who should I contact about upgrade information?

    The sales department handles all recommendations and discussions involving the purchase of upgrades from our company. You can contact them via e-mail at sales@falcon-nw.com or via phone at (888)FALCON1.

  • What do the system recovery USB drive or DVDs do?

    The system recovery USB drive (DVD on older systems) restores the hard drive to the exact same configuration as when the system left our factory. The first boot following a system recovery will be identical to the first boot when you received the system. As such it is important that you back-up any important data you have added to the system before running the system recovery media. Please contact technical support before running your recovery media.

  • Can I use my USB Rescue Drive on a different system?

    The USB Rescue Drive is specific to the unique order it was included with. It should only be used for that system.

  • Why does my computer stop at an error stating “Overclocking failed” during boot-up?

    This message is related to a feature of ASUS motherboards and is misleading. The message can occur following any unexpected restart or interrupted boot-up. Press the reset button on your chassis to restart the system. It should boot normally on the next attempt. If the problem persists, please contact technical support for further assistance.

  • What does the reset button on my chassis do?

    The reset button will abruptly restart the computer, similar to using the power button to turn the system off and then back on again quickly. This button should not be used to restart the system while Windows is running. It can be used to recover from an error message or crash that prevents you from shutting down or restarting Windows normally.

  • Will my system work on a foreign (220 volt) power signal?

    All Silverstone power supplies that we have offered since 2005 are auto-switching. They will properly detect the incoming power signal and support a range of 103V~264V at 47Hz~63Hz.

  • Why does my system boot directly into the BIOS / UEFI?

    This condition can occur when a valid boot device is not detected by ASUS motherboards. Disconnect any external storage devices such as USB thumb drives, media card readers, cameras, and external hard drives. If the problem persists, there may be a loose connection or drive failure, please contact technical support for further assistance.

  • Do I need to refill or service my liquid cooler?

    No, the liquid cooler is a sealed system and does not require the addition of any liquid throughout its expected lifespan. The liquid cooler is rated to last without adding liquid for over 50,000 hours (over 5 years of continuous operation). We do recommend dusting out the liquid cooler radiator every few months with a can of compressed air.

  • Why is my Tiki’s Silverstone 600W power supply fan not spinning?

    The Silverstone 600W power supply fan will only spin on an as-needed basis. The fan may not spin while the system is idle or under a light load.

  • Is my system Oculus VR ready?

    Oculus VR has developed a tool you can use to check for compatibility. You can find it here: http://ocul.us/compat-tool

  • How do I update my contact information or address information?

    You can contact our support department at support@falcon-nw.com to provide the updated information. Please specify if you would like any of the prior address, phone number, or email information to be deleted.

  • Why are some of my USB ports not working?

    USB peripherals which cause communication errors with the USB host controller can result in a condition where a USB port is temporarily disabled. A complete power cycle can help resolve this problem. Shut down Windows normally, disconnect the power cord from your system, reseat all USB connections, press the power button once, reconnect the power cord, and then power the system back on.

  • Do you apply any passwords when configuring my system?

    We do not apply any passwords to the BIOS or within Windows.

  • Should I add internal hardware, such as a hard drive, immediately after receiving my system?

    We strongly advise thoroughly testing the system as received, and before any changes are made. We recommend testing the system for at least a few days to be sure no issues were introduced during the shipment process.

  • Does opening my case void my warranty?

    Opening the case does not void your warranty.

  • Should I keep my system’s shipping box and packing materials?

    Your system’s original box and packing materials are the best way to protect it during any future shipment for upgrades or repairs. Replacement packaging is not covered by the system warranty, and we strongly recommend keeping the packaging.