How to Claim Warranty on a Canaan Avalon Miner: Full Process Guide

How to Claim Warranty on a Canaan Avalon Miner: Full Process Guide

If your Canaan Avalon miner has developed a fault — whether it's a hashboard failure, power issue, or control board problem — you are entitled to warranty support directly from Canaan Creative. The process is straightforward once you know what to prepare, where to go, and what to expect at each stage. This guide walks you through the complete Canaan Avalon warranty claim process from start to finish, so you can act confidently and get your machine back in service as quickly as possible.

Before you begin, make sure you have a few things ready: your original purchase documentation, access to your miner's local web interface, and a stable internet connection. You do not need to be a technical expert to follow this process — each step is explained clearly, and we'll also cover the most common issues that trip people up along the way. Whether you purchased your Avalon miner from Mineshop.eu's full ASIC miner range or another authorised reseller, this guide applies to you.

What You Need

• Your Canaan Avalon miner (powered off and accessible)
• The original purchase invoice or order confirmation from your reseller
• The miner's serial number (printed on the label on the side of the unit)
• A laptop or desktop computer connected to the same local network as the miner
• An Ethernet cable to connect the miner directly to your router if needed
• Access to your miner's web dashboard (via IP address in a browser)
• A Canaan account on the official support portal at canaan.io
• Clear photos or video of the fault or error you are experiencing
• The fault log or error code from your miner's interface (we'll show you how to find this)
• A valid email address for correspondence with Canaan support

Canaan Avalon Warranty: Key Facts at a Glance

Step-by-Step Guide

Step 1: Confirm Your Miner Is Within the Warranty Period

Canaan offers a standard 180-day warranty on most Avalon miner models, starting from the date of purchase. Before you do anything else, locate your original purchase invoice and check the purchase date. Compare it against today's date. If you are within 180 days, you are covered. If you bought your unit from Mineshop.eu, your invoice was emailed to you at the time of purchase — check your inbox or the account order history on our website. Keep this document open or printed, as you will need it later.

You should see your order date, the product name, and the unit price clearly listed. This is your proof of purchase.

Step 2: Record the Serial Number from the Unit

Locate the white sticker label on the side panel of your Avalon miner. This label contains the serial number (S/N), the model number, and sometimes a QR code. Write down the serial number exactly as it appears — including any letters and dashes. Do not rely on memory for this; an incorrect serial number will delay or invalidate your claim.

If the label is worn or illegible, you can also find the serial number inside the miner's web dashboard under the System Information or Device Info section.

Step 3: Access Your Miner's Web Dashboard and Export the Fault Log

Power on your miner and connect it to your router via Ethernet cable. On your computer (connected to the same network), open a web browser and type the miner's IP address into the address bar. You can find the IP address by logging into your router's admin panel and checking the list of connected devices — look for a device labelled with the Canaan or Avalon model name.

Once inside the dashboard, navigate to the System or Logs section. You should see a list of recent events, errors, and temperature readings. Take a screenshot or copy the log text. Look specifically for any red warning messages, hashboard errors, or fan fault codes — these are exactly what Canaan's support team will ask for. Save or export this log file if the option is available.

Step 4: Document the Fault with Photos or Video

Before shipping anything or submitting any form, gather clear visual evidence of the problem. If the miner is showing a physical fault — such as a burnt component, a cracked board, or a damaged connector — photograph it from multiple angles in good lighting. If the issue is performance-based (low hashrate, frequent disconnects, overheating), take a screenshot of the dashboard showing the anomaly.

This evidence significantly speeds up the warranty assessment. Canaan's technical team will use it to decide whether the fault is covered under warranty or falls under physical damage exclusions. A short video showing the miner starting up and displaying the error in real time is particularly helpful.

Step 5: Create or Log In to Your Canaan Support Account

Go to the official Canaan website at canaan.io and navigate to the Support or After-Sales section. You will need to register for a free account if you do not already have one. Use the same email address associated with your purchase where possible, as this simplifies verification.

Once logged in, you will see options for submitting a warranty or after-sales service request. The portal is available in English and Chinese. Select English if that is your preferred language. You should see a dashboard with a clear button to submit a new ticket or warranty case.

Step 6: Submit the Warranty Claim Form

Click to open a new warranty or after-sales request. Fill in all required fields carefully. You will typically be asked for: the product model (e.g., Avalon A1566), the serial number, the date of purchase, the reseller name (enter Mineshop.eu if applicable), a description of the fault, and your shipping address.

In the fault description field, be specific. Do not write "it doesn't work." Instead, write something like: "Hashboard 2 shows 0 GH/s in the dashboard. Fan 3 reports a fault code. Miner has been running at 38°C ambient temperature with adequate airflow since installation." Attach your purchase invoice, the log file, and your photos or video. Then submit the form.

You should receive an automated confirmation email within a few minutes. The ticket reference number in that email is important — save it.

Step 7: Wait for Canaan's Technical Assessment

After submission, Canaan's after-sales team will review your case. This typically takes 2–5 business days for an initial response. They may ask follow-up questions or request additional photos. Respond promptly and thoroughly to avoid delays. If you do not receive a response after 5 business days, log back into the support portal and follow up using your ticket number.

During this period, do not attempt to open or repair the miner yourself. Unauthorised disassembly voids the warranty in most cases.

Step 8: Follow the Return or Repair Instructions

Once Canaan confirms your warranty claim is valid, they will issue Return Merchandise Authorisation (RMA) instructions. These will specify the address to ship the unit to (usually a regional service centre), how to pack the miner safely, which courier to use, and whether Canaan or the customer covers the return shipping cost.

Pack the miner in its original box if possible, with anti-static foam padding. Write the RMA number clearly on the outside of the box. Keep your shipping tracking number safe and share it with Canaan via the support portal once dispatched. Canaan will typically repair or replace the unit and return it to you within the agreed service window, which varies by region and fault type.

Why Getting Your Warranty Right Matters

An ASIC miner is a significant investment — even the most affordable home miners represent hundreds of euros of hardware. A successful warranty claim can mean the difference between a fully operational mining setup and an expensive paperweight. Canaan's warranty programme exists specifically to protect buyers from manufacturing defects that are no fault of their own, and understanding the process means you can move through it confidently and quickly.

The most common reason warranty claims fail or are delayed is incomplete documentation. By following the steps above and keeping your purchase records, serial numbers, and fault evidence organised from the start, you put yourself in the strongest possible position. Resellers like Mineshop.eu can also act as an advocate on your behalf if you encounter difficulties with the Canaan support portal — do not hesitate to reach out via our contact page if you need assistance navigating the process.

Common Issues and Fixes

Issue 1: Serial Number Not Recognised in the Canaan Portal

This sometimes happens with units sold through third-party resellers. Fix: Contact your reseller (e.g., Mineshop.eu via the contact page) and request a letter of authorisation or confirmation that the unit was legitimately purchased. Attach this to your warranty submission alongside your invoice.

Issue 2: Warranty Claim Rejected Due to Physical Damage

Canaan will reject claims where damage is caused by incorrect installation, power surges, or mishandling. Fix: If you believe the damage was present on arrival (DOA), photograph the unit in its original packaging before powering it on and contact your reseller immediately — within 48 hours of delivery is best practice. Mineshop.eu has a clear DOA resolution process for this exact scenario.

Issue 3: Cannot Access the Miner's Web Dashboard

If you cannot find the miner's IP address, try downloading and running Canaan's official IP Reporter tool available on canaan.io. Run it while the miner is connected and powered on — it will detect and display the IP address automatically. Alternatively, log into your router admin panel (usually at 192.168.1.1 or 192.168.0.1) and look at the DHCP client list.

Issue 4: No Response from Canaan After 5 Business Days

Log back into the Canaan support portal and add a follow-up message to your open ticket. If the portal is unresponsive, send a direct email to Canaan's after-sales team referencing your ticket number. Also contact your reseller — Mineshop.eu can often escalate warranty cases on behalf of customers who purchased through us.

Issue 5: Miner Fault Reappears After Warranty Repair

If the same fault returns within a short period after the repair, document it again immediately with logs and photos and resubmit a new warranty ticket referencing your original RMA number. A recurring fault after repair is typically covered under an extended repair warranty period. Do not wait — the sooner you report it, the stronger your case.

Frequently Asked Questions

How long is the warranty on a Canaan Avalon miner?

Most Canaan Avalon miners come with a 180-day manufacturer warranty covering defects in materials and workmanship. The warranty period begins from the date of purchase shown on your invoice. Always check the specific product listing for any model-specific warranty terms, as newer or limited-edition models may vary.

Does the warranty cover damage from overclocking or firmware modifications?

No. Canaan's warranty does not cover damage resulting from third-party firmware, overclocking beyond factory settings, or any modifications to the hardware or software. If you have changed the firmware, restore the official firmware from canaan.io before submitting a warranty claim, and avoid mentioning modifications in your claim description.

Can I claim warranty if I bought my Avalon miner through a reseller like Mineshop.eu?

Yes. Canaan honours warranty claims for units purchased through authorised resellers. Your reseller invoice serves as valid proof of purchase. Mineshop.eu is an authorised supplier, and our invoices are accepted by Canaan's support team. In some cases, we can assist with the warranty process directly on your behalf.

What happens if my miner arrived damaged (DOA)?

If your miner arrives damaged or does not power on out of the box, this is treated as a Dead on Arrival (DOA) case. Contact both your reseller and Canaan within 48 hours of delivery. Photograph the packaging and the unit before and after unboxing. DOA cases are typically resolved faster than standard warranty repairs and may result in a direct replacement unit.

Do I pay for return shipping when sending my miner in for warranty repair?

This depends on your location and the specific terms of your warranty case. In many cases, customers are responsible for return shipping costs to Canaan's service centre, while Canaan covers the cost of shipping the repaired or replaced unit back to you. Canaan will confirm this clearly in the RMA instructions they send you. Always use a tracked shipping service and keep your receipt.

Mineshop.eu has been supplying European miners with genuine ASIC hardware since 2016, with EU warehouse stock in Ireland and fast DHL/FedEx delivery across all EU countries. If you are looking to expand your mining operation, explore our full range of ASIC miners, browse home mining solutions, or check out the latest articles on our mining blog for setup guides, profitability tips, and hardware comparisons.

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Ready to purchase a new or replacement Canaan Avalon miner, or explore other top-performing models? Visit Mineshop.eu to browse our current stock with EU-based shipping and full after-sales support. If you need help with a warranty case or have questions about a specific unit, our support team is ready to assist — reach out directly via our contact page and we will get back to you promptly.