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What are Falcon's technical support hours?

Our normal hours of operation are from 9am to 6pm Pacific 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.

Will my system need an AC power adapter if outside North America (220-230 volt, 50 Hz)?

All 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. You may need a different power cable from the PC to the local 220 plug type in your destination country.

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.

Do you apply any passwords when configuring my system?

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

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.

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. The recovery process completely overwrites the Windows installation volume (your C:\ drive) with the recovery image, and any existing programs and files on that drive will be entirely wiped out. 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 older 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. Newer motherboard models retain the feature, but have updated the language of the message to “POSTed in Safe Mode”, or similar.

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.

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 power supply fan not spinning?

Many power supply fans will only spin when the power supply reaches a certain temperature or wattage draw. The fan may not spin while the system is idle or under a light load. If your fan does not spin even under high loads and high temperature, this could overheat the power supply. In that case, please contact our technical support right away.

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.

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.

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

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