Focurite 18i20 needs repair. Should I get it fixed? What would you do?

The right channel on my 18i20 gen 1 failed. I spent an hour in chat with Customer Service in the UK.  I'm in the US, so that was interesting.  Anyway, we tried everything, and the head on the other end said it sounds like the channel has failed, so I will need to get it fixed.
 
He said he put in a ticket to the US team, and they would respond, but they have not, it has been over 4 days now.
 
Has anyone else had this issue?  Was it a driver issue, or was it really failed?  I have updated everything Focusrite. Any suggestions?
 
Is it worth getting fixed considering shipping, repair charges, and gen 1 status, or should I look into a new unit?  I don't really need 18 in, it is nice, but only ever really used 6.  Any cool ones out there to replace it with?
 
Just wondering
 
Jesse Q Screed
 
 

+1, investing money to keep something working can be hit or miss, especially if the entire unit has suffered degradation (through use). Sure, one thing failed, but other things have degraded, so you would get back one new part, and the rest would be "as is." If that ever approaches a significant percentage of a replacement, consider the replacement - all new, under warranty, etc.
 

My general rule of thumb is that if the repair costs more that 50% of the cost to replace the unit, you should replace the unit.  There are a lot of options out there, depending on your budget.

Hello all, it sounds like repair is not the best route.  I did try using other outs, but even they were whacked. 
 
You all been great with your advice!!  Many thanks to all of you.  And I mean all of you!
 
Time to look for a different unit.  I could still record.
 
Worst thing is, I don't feel like recording because it is kind of weird mixing in mono on one speaker.  I know it is a good idea to try it sometimes, but my job has been busy, so I'll just lay back and look for another.
 
I'm sure the song forum can get by without me for a week or two, or three

JohanSebatianGremlin
A couple stupid questions.
Have you swapped cables and/or verified the right speaker and amp are working?
Do you have both channels in the headphones?

Hello JSG, thanks for the continued attention.  Yes I did switch cords.  I think I tried every possible combination of switching this and that.  It got to the point where my head started to hurt.
 
It is a real chore to run to around the desk, switch the cords, especially on my Mackies, they hide the input behind some metal, and you have to guess where it is, or get on your knees with a flashlight.
 
Yes, I do have sound in both channels of the headphone jack.  However, if I plug the cans into channel 1, 3, 5, 7, there is no sound.  If I plug the cans into 2,4,6,8, I get sound.
 
Before I give up totally, I will redo all the checks to verify, and turn the monitors so there is easy access.  I appreciate that you are still with me on this.  I don't want to shat can it until I have proven to myself one more time.
 
 

For that price you can get a new interface.  My suggestion either an Audient id4 or id44.  Better quality than the Focusrite, I'd bet (the pres are from their consoles) and good to great conversion.  Along everything else you might need, at least in the 44.  Even if the quality gains be smallish, you'll have a brand new board.

That is a good catch to test. MixControl has a setting to restore factory defaults in the file menu IIRC.

I think Scarlett 18i20 Gen 1 has to work with MixControl. So if there is a setting in MixControl to do a factory reset I would certainly be trying this.
 
Focusrite Control is the current software for all their newer interfaces. From what I can see there is no such factory reset under Focusrite Control. 
 
Starise brings up a good point though. The other day I was hearing everything in just one ear under Focusrite Control (with a Clarett 2 Pre interface) and it was just a silly balance control being out of whack. I did discover something unusual the other day though doing a stereo recording through a Clarett 2 Pre interface. If you monitor with headphones plugged into the Clarett 2 Pre at a very low volume the headphone mix automatically goes into mono! The stereo does not appear until you turn the phones up to a higher level. That one threw me!
 
It is rare (but not impossible) for a hardware fault to occur though. This sounds like it might be just that. An output chip has failed etc... 

Jesse, is it an output that has failed or an input?
 
In MixControl, verify that any internal routing has not been altered.  Basically, anything in MixControl's middle section is how the unit can be internally matrixed, separate from DAW routing.
 
All in all, I suppose it's possible that a "channel has failed," but seems odd. I'd suspect a loose connection over a failed DAC or ADC.

JohanSebatianGremlin
Here's a final verify test suggestion. Hook it up temporarily to a different computer and install the drivers. Then just patch any audio source the computer may have through it. Even just media player should work. If you install it fresh on another machine and you still have no output on the right side, then its likely a hardware problem and not worth pursuing further.

Yes JSG, this I have done. I had the same results on the second computer. But I will still give it one more go round because I want to confirm my confirmation
 
It is hard for me to give up this unit, so I have a touch of denial, but all things must pass.

If it's going to go in the bin anyhow you could pull it apart and look inside. Nothing to loose. True story- My old Presonus interface had a bad off/on switch which is a push in click/push off click. I had a plastic ink pen laying around
that I robbed the click mechanism from and it fits perfectly in the same hole the Presonus button fit in. Works like a charm.
I realize this is a different kind of thing. If the headphone jack opens the audio channels to the mains it could possibly be bad. Cold solder connections are common. Sometimes running the 1/4" plugs in and out of the jacks will renew corroded connections. They make connection cleaner spray too.............or maybe you were tired of that interface and needed an excuse to buy another one. Here's your chance