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
 
 

I don't know about the current US out of warranty repair.  But I had a Saffire Pro 40 out of warranty and the authorized Focusrite repair center (3rd party) in Las Vegas gave me an estimate to fix it of $400 plus shipping (two hours minimum labor at $100 per hour and $200 for a new main circuit board).  Plus it would take an extended period (as quoted) as the parts would have to be ordered from Focusrite in England.  As I'm an ex amp tech, I asked Focusrite about buying the board and I would install it but they wouldn't sell me the replacement parts.  I only paid $445 for it new so it was dumped and the $400 (plus shipping charges which would have equaled what I paid for it) was used to buy a new (different manufacturer) unit.
 
 
 
 
 

+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.
 

I don't think I'd pay anyone to fix a legacy I/O box at this point. 
 
When you say the right channel failed, what exactly do you mean? Will the unit pass inputs to the computer only on the left channel? Or is it that the input side is fine but the box will only output audio on the left side?
If the problem impacts audio input, then you're probably hosed. Time to go I/O shopping.
 
If the problem is only with the monitor output, you might have a couple options. You could just try using different pair of outputs for your monitor feed and call it good. You could also crack the box open and inspect/resolder the output jack if you're feeling adventurous. Or you could go I/O shopping. $400 will get you a few different choices that have 6 preamps. If you don't need preamps on all 6 inputs, you could get away even cheaper.

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.

Check Amazon.com, Craigslist, eBay and Reverb.com to get an idea how used costs.  Doing a quick search I found a 2nd generation, certified refurbished unit for $389 https://www.amazon.com/Focusrite-Scarlett-Interface-Certified-Refurbished/dp/B07DNTMTJK?psc=1&SubscriptionId=AKIAILSHYYTFIVPWUY6Q&tag=duckduckgo-ffnt-20&linkCode=xm2&camp=2025&creative=165953&creativeASIN=B07DNTMTJK.
 
Unfortunately, most electronic devices made today are not cost effective to repair.

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

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?

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.
 
 

It is real easy to lose track of what tests have and have not been performed.  May I suggest you write down a list of each test you want to run then mark each test with a P for pass or F for fail.  That way you'll have confidence you've done everything you want to do.