Shield Tablet Recall

NVIDIA SHIELD TABLET RECALL PROGRAM

NVIDIA has announced a recall of its SHIELD tablets, sold between July 2014 and July 2015. NVIDIA has determined the battery in these tablets can overheat and pose a fire hazard. As part of this recall, NVIDIA will be replacing the tablet.

NVIDIA is asking customers to submit a claim for a replacement device. NVIDIA is also asking consumers to stop using the recalled tablet, except as needed to participate in the recall and back up data. Consumers will receive a replacement tablet after registering to participate in the recall.

This recall does not affect any other NVIDIA products.

NVIDIA is coordinating with appropriate governmental agencies to ensure that the recall follows established industry practices.

NVIDIA is coordinating with appropriate governmental agencies to ensure that the recall follows established regulatory practices.

REGISTRATION PROCESS
Follow the instructions below to see if your SHIELD Tablet is included in this recall.

Step 1: Please update your tablet to the latest software:
Ensure you’re running the latest software, which you can check by following these instructions:

From the Home screen in Android, select the Apps icon
Select the Settings icon
Scroll down, select About tablet
Select System Updates
Verify that your tablet has the latest software dated July 1, 2015, or newer. See image at right. You may need to repeat this step more than once if your system is out of date.

Step 2: How can I tell if my unit is affected by the recall?
This recall applies only to tablets with a certain battery type. Once you’ve verified that you’re running the latest software, identify your unit’s battery type by following these instructions:

From the Home screen in Android, select the Apps icon
Select the Settings icon
Scroll down, select About tablet
Select Status
Under the “Battery” category, you’ll see Y01 or B01
If B01, your unit is NOT affected by this recall
If Y01, your unit needs to be replaced. Please proceed to Step 3 below

Step 3: Register for the recall:
Once you’ve verified that your tablet contains a Y01 battery and affected by this recall, you can begin the registration process using the following instructions:

From the Home screen in Android, select the Apps icon
Select the Settings icon
Scroll down, select About tablet
Select Status
Scroll down further to find your Tablet’s serial number.
Please enter this serial number, along with your name and contact information, in the fields below

Section

Section

Serial Number

First Name

Last Name

Email Address

Phone Number

City

State/Province

Zip Code

Location

Address

Address 2

I understand when I turn on my replacement tablet, my original tablet will be deactivated remotely and rendered unusable.

I agree to the collection and processing of the above information by NVIDIA <span class="corporation-txt hidden">Corporation </span>for the purposes of research and event organization, and I have read and agree to <a href="https://www.nvidia.com/en-us/about-nvidia/privacy-policy/?deeplink=visiting-our-website" target="_blank">NVIDIA Privacy Policy</a>.

I agree that the above information will be transferred to NVIDIA Corporation in the United States and stored in a manner consistent with <a href="https://www.nvidia.com/en-us/about-nvidia/privacy-policy/?deeplink=visiting-our-website" target="_blank">NVIDIA Privacy Policy</a> due to necessities for research, event organization and corresponding NVIDIA internal management and system operation need. You may contact us by sending an email to <a href="mailto:privacy@nvidia.com">privacy@nvidia.com</a> to resolve related problems.

FREQUENTLY ASKED QUESTIONS

Q. How do I know if my tablet is affected?

The recall includes NVIDIA SHIELD tablets (both WIFI and LTE) sold between July 2014 and July 2015.

Model numbers P1761, P1761W and P1761WX and serial numbers 0410215901781 through 0425214604018 are included in this recall. The model and serial numbers are etched on the left side edge of the tablets and printed on the packaging.

Please go to www.nvidia.com/support/tabletrecall and follow the instructions. You will need to update your tablet with the latest software to determine if your tablet is affected.

Q. What is the problem with the tablets?

A. The lithium-ion battery in the tablets can overheat, posing a fire hazard.

Q. Can I replace the battery myself?

A. No, the battery is not user-replaceable.

Q. Is this a worldwide recall?

A. Yes, it’s a worldwide recall.

Q. How do I get a replacement? Where can I go for more info?

A. The company has set up a website at www.nvidia.com/support/tabletrecall. Consumers should go there to register for the recall.

Q. What are you sending to replace my tablet?

A. We will send you a SHIELD Tablet that is effectively identical to yours, but with a different battery. If you had an LTE version, we will replace it with an LTE version.

Q. Is it safe to use my NVIDIA tablet?

A. We are asking all users to stop using the tablet immediately, except as needed to participate in the recall and back up their data.

Q. My tablet is not working and/or I can’t submit a claim online. What do I do?

A. Please contact the NVIDIA Customer Care support team:

US (toll free): 800-797-6530
US: 408-486-2000
United Kingdom: 0800 404 7747
Germany: +49 (0)3030806888
France: +33 (0)975186797
Spain: +34 911880035
Italy: +39 0294757110
Poland: +48 (0)223975013
Russia: +74996092527

Alternatively, you can visit www.nvidia.com/nvcc