Creative MuVo TX FM Firmware Upgrade 1.18.02 - The End For Many Players - Par

Question

This is part 2 of the story since you cannot post such a long message in one posting.
>>Dear >>>>in my first mail I wrote already:>>>>After installing the recovery driver I run the >>firmware update again. It says that it found a >>device in recovery mode and more (pretty quick >>message) and after this it searches for this >>device - and does not find any device connected >>to an USB port.>>>> From this statement you can see that I installed the recovery drivers
>>and put the player in recovery mode. Then the player is seen by your >>update software since it finds the player in recovery mode. But after >>this it cannot transfer the new firmware because suddenly it does not >>see the player anymore on an USB port...>>>>To be honest - if your support team would read the mails a bit more >>carefully we all could save a lot of time... And of course I did >exactly>>as described by you and in the update notes. And this all on two >>different computers with two different OS - XP and Win98 as I said in >my>>first mail already...>>>>Best Regards,>>>>Peter>>>>>>>>At 02:6 .0.05 +000, you wrote:>>>Dear xxxxxx>>>>>>Thank you for replying to us.>>>>>>In response to your email, kindly ensure that your player is used on >>the>>>minimum operating system requirement. When connecting your player >>>directly to the computer, was your player being recognized? I have >>>verified the firmware update.>>>>>>Kindly verify the below steps you have used to update the firmware for>>>>>your player: >>>. Download the MuVoTXFM_PCFW__8_02.exe file into your local hard >>>disk.>>>2. Connect your player to your computer.>>>3. Double-click the firmware upgrade file.>>>4. When prompted to set your player in Recovery mode, disconnect your
>>>player from your computer. Press and hold the Play button while >>>connecting your player to your computer's USB port. Continue to hold >>the>>>Play button for about 0 seconds after connecting your player to your
>>>computer. Release the Play button when the Find New Hardware dialog >box>>>>>>>appears on the computer screen. Did you encounter any issue?>>>5. Follow the instructions on the screen to install recovery drivers >>for>>>your player.>>>6. Double-click the firmware upgrade file and follow the instructions
>>on>>>the screen.>>>>>>Are you still encountering the same issue?>>>>>>Do email back on the status concerning the issue so that I can assist
>>>you further. Thank you. >>>>>>Best Regards>>>>>><name removed>>>>Technical Support>>>Creative Labs Asia>>>>>>To provide feedback on your "Creative Experience" please click on the
>>>following link:>>>http://www.**bleep**.com/support/contact/welcome.asp?r=CLA&d=TS>>>>>>========== >>>DISCLAIMER >>>========== >>>This email and any attachments may contain private, confidential and >>>privileged materials for the sole use of Creative's intended recipient>>>>>and is not to be forwarded or copied to others. Any review, copying >or>>>>>>>distribution of this email or any attachments by others is strictly >>>prohibited. If you are not Creative's intended recipient, please >>inform>>>Creative immediately by responding to this email and thereafter >>>permanently delete the original and any copies of this email together
>>>with any attachments. Thank you>>>>>>Original Message Follows:>>>------------------------>>>Thanks for your response. I am a bit confused since I answered many of>>>>>your questions in my last mail already. And I have been working with
>>>computers for more than 30 years and did many upgrades with THIS >player>>>>>>>already. Since other users have exactly the same problem - if you >check>>>>>>>the forum - it must be a problem with the player or your upgrade >>>software. Should I send the player to your company for repair? But in
>>>any case - you should warn the customers using this upgrade or take it>>>>>from your webpage. If you read my old mail - I tried the whole upgrade>>>>>on 2 different OS and 2 different Computers with your latest drivers.>>>>>>Best Regards,>>>>>>Peter>>>>>>>>>At 07:38 0.0.05 +000, you wrote:>>>>Dear xxxxxx>>>>>>>>Thank you for reaching us at Creative Technical Support; we >appreciate>>>>>>>>the opportunity to assist you.>>>>>>>>Based on the information you provided, may I know if are you using >the>>>>>>>>player on Windows XP>>>> or Windows 98? I would like to inform you that the player only >>support>>>>>>>>>>the below operating system:>>>>>>>>Microsoft? Windows? 98SE/2000/Me/XP>>>>>>>>You might like to consider the below factors when connecting your >>>player>>>>to the computer's USB port:>>>>>>>>. Make sure you have the latest drivers, especially USB, installed >>for>>>>your motherboard. If you're not sure, check with your motherboard >>>>manufacturer.>>>>>>>>2. Make sure your motherboard has USB v. ports, supplying at least
>>>>500mA to the USB ports. If you're not sure, check with your >>motherboard>>>>>>>>>>manufacturer.>>>>>>>>3. Try unplugging all other USB devices from the system.>>>>>>>>4. If you're using a hub, try connecting the product directly to the
>>>>onboard USB and vice versa.>>>>>>>>5. You might wish to verify the functionality of your product on >>>another>>>>computer.>>>>>>>>Do let me know the result.>>>>>>>>In case if you need any clarification, please do not hesitate to >>>contact>>>>us. Thank you.>>>>>>>>Best Regards>>>>>>>><name removed>>>>>Technical Support>>>>Creative Labs Asia>>>>>>>>To provide feedback on your "Creative Experience" please click on the>>>>>>following link:>>>>http://www.**bleep**.com/support/contact/welcome.asp?r=CLA&d=TS>>>>>>>>========== >>>>DISCLAIMER >>>>========== >>>>This email and any attachments may contain private, confidential and
>>>>privileged materials for the sole use of Creative's intended >recipient>>>>>>>>and is not to be forwarded or copied to others. Any review, copying
>>or>>>>>>>>>>distribution of this email or any attachments by others is strictly >>>>prohibited. If you are not Creative's intended recipient, please >>>inform>>>>Creative immediately by responding to this email and thereafter >>>>permanently delete the original and any copies of this email together>>>>>>with any attachments. Thank you>>>>>>>>Original Message Follows:>>>>------------------------>>>>=======================>>>>>>>>Subject: CLA (CTL) - Technical Support Request - (MuVo TX FM)>>>>Name: xxxxxx>>>>E-mail Address: [email][email protected]][email protected][/url]>>>>Country: Thailand>>>>Self Description: Advanced PC User>>>>------------------>>>>Support Inquiry: ID(3) My Creative hardware stopped functioning >>>>correctly >>>>Product: MuVo TX FM>>>>Serial Number: C6PF32477002804Z>>>>Date Of Purchase: /2/2005>>>>>>>>------------------>>>>Operating System: Windows XP>>>>Creative Model Number: MUVO TXFM 52 MB>>>>Computer Brand/Model: >>>>Processor/CPU: >>>>Memory: >>>>BIOS Type/Revision: >>>>System Board/Chipset: >>>>------------------>>>>>>>>Detailed Problem Description:>>>>I tried to update to the latest firmware >>>>MuVoTXFM_PCFW__8_02 since I stay in Thailand >>>>and need the Thai letters. I installed the >>>>recovery driver since the upgrade software >>>>required this and did exactly what is described. >>>>After installing the recovery driver I run the >>>>firmware update again. It says that it found a >>>>device in recovery mode and more (pretty quick >>>>message) and after this it searches for this >>>>device - and does not find any device connected >>>>to an USB port.>>>>>>>>I have tried this many times and even with the OS->>>>Win98. The upgrade software detects the device in >>>>recovery mode but after this nothing more >>>>happens - it does not find it on an USB-Port >>>>anymore. >>>>>>>>=======================
Moderator note: Please remove the name of the advisor when posting up e-mails.
Message Edited by Catherina-CL on 0-3-2005 2:4 PM

Answer 1

This is part of the message since you cannot post such a long message in posting.
This should show how lost you might be with your warranty. If you install the Firmware Upgrade .8.02 your player might be useless. There is no way to make it work again. Not really. If you understand what Creative seems not to do. So dear user - buy a new player. If you want to know what the solution is to make your player work again post here. If there are enough postings I will explain it here. Too sad that Creative does not do it. It is their job not mine... But again - I am not talking about a problem what is nice to have it solved. I am talking about a player that does not work anymore. If you do not want to wait for my solution just send your player for repair - it was not your fault that it does not work anymore...
This story with the great support was a test of Creative and will be used in a review. So be not surprised to find it somewhere else.
Here the Creative support story. The first mail is at the bottom. I had to make part and part 2 since you cannot post such a long message here.
To: Creative Labs Asia Customer Support <[email][email protected]][email protected][/url]>Subject: Re: CLA (CTL) - Technical Support Request - (MuVo TX FM) (KMM7755874I6636L0KM)Dear,I know the solution long time already. I just wanted to test the support at Creative. The problem is real and forces owners of your players to buy a new one since their playes get useless after the upgrade. Not only that Creative puts a faulty upgrade on their homepage - their support is good for nothing. But this was a test of the Creative support. I hardly can believe that Creative is not in the position to solve a very simple problem caused by Creative - what has severe consequences for their customers. But this mail story confirms exactly this. So my advice to any customers - stay away from this company and their products - what is the final result of my test. If you want to know the solution for the problem please contact me again - I am glad to help such a poor company :-)))) For free? I am not so sure...since my player was not for free too...Best Regards,PeterPS: The product is still within the "police period" of my dealer. And I did not just buy the product. If you ever read what your system tells you (what I had to enter) - it was long time ago.
At 03:48 3.0.05 +000, you wroteear PeterBased on the information you provided, since you have just bought the product locally, you may like to contact and check with the dealer firstfor their purchase policy period and see if the product is still within their policy period. If they are unable to assist you, do contact us so that we can assist you promptly in your issue. Thank you. Best Regards<name removed>Technical SupportCreative Labs AsiaTo provide feedback on your "Creative Experience" please click on the following link:http://www.**bleep**.com/support/con...asp?r=CLA&d=TS========== DISCLAIMER ========== This email and any attachments may contain private, confidential and privileged materials for the sole use of Creative's intended recipient and is not to be forwarded or copied to others. Any review, copying or distribution of this email or any attachments by others is strictly prohibited. If you are not Creative's intended recipient, please informCreative immediately by responding to this email and thereafter permanently delete the original and any copies of this email together with any attachments. Thank youOriginal Message Follows:------------------------Dear .,I am a bit confused. What does my problem have to do with buying it on an oversea/business trip? This you really have to clarify. And why do you need my contact number/residential address if you have my contact email address already? You want to come to me and bring me a new player?Would be fine :-) But since there are many others with the same problem there must be a better solution.But in any case - I bought it were I li've and not on a business trip - the dealer is just around the corner - but I guess with more than 30 years almost daily IT experience I have a bit more knowledge than him. Igave you the serial number and the date of purchase. I bought it in Thailand where I li've now. Best Regards,PeterAt 09:28 2.0.05 +000, you wrote:>Dear Peter>>Regards to your issue, may I know is the unit purchase locally or during>Oversea/Business trip? If the unit is purchased during oversea/business
>trip, kindly provide me with the information of the place of purchase, >your current location (residential address) and contact number so that I>will be able to provide you with the advice required promptly.>>Do email back on the status concerning the issue so that I can assist >you further. Thank you. >>Best Regards>><name removed>>Technical Support>Creative Labs Asia>>To provide feedback on your "Creative Experience" please click on the >following link:>http://www.**bleep**.com/support/contact/welcome.asp?r=CLA&d=TS>>========== >DISCLAIMER >========== >This email and any attachments may contain private, confidential and >privileged materials for the sole use of Creative's intended recipient >and is not to be forwarded or copied to others. Any review, copying or
>distribution of this email or any attachments by others is strictly >prohibited. If you are not Creative's intended recipient, please inform>Creative immediately by responding to this email and thereafter >permanently delete the original and any copies of this email together >with any attachments. Thank you>>Original Message Follows:>------------------------>Dear ,>>I was talking about Win98SE. I guess there is are not many people using
>Win98 anymore.>>The problem is that the player is in recovery mode already. When I plug
>it into the USB port it does not show up as a dri've anymore. But the OS>confirms that I have put in a device into the USB port when I plug it in>pressing the play button. Also when I run the upgrade software it says >that it has found a device in recovery mode but then it does not find it>anymore. But again - neither WinXP nor Win98SE allow me to format the >dri've since it does not show up as dri've at all.>>Sorry for all this. But realize that I and many others have a piece of >scrap as long as we cannot find a solution for this problem. In the >forum people write that they even bought a new player already since this>firmware upgrade made an end to their TX FM.>>Best Regards,>>Peter>>At 03:0 2.0.05 +000, you wrote:>>Dear Peter>>>>Based on the information you provided that you have verified the player>>>>on another computer with Windows 98. I would like to inform you that >the>>player and the updated firmware only support the below operating >system:>>>>Microsoft? Windows? 98SE/2000/Me/XP>>>>I understand that you are also using the player on a Windows XP >>computer. However, you might like to verify your player on another >>computer that meets the above mentioned minimum operating system. Do >let>>me know the result. >>>>If issue persists but when connecting your player directly to the >>computer the player is being recognized, format the player using the >FAT>>file system, and download and install the latest >>driver/firmware/application update available through the below link: >>>>(Note: All contents in the player will be removed when you format your
>>player, please backup the files) >>>>http://www.asia.creative.com/support/downloads/ >>>>. Insert your MuVo TX FM player into the USB port on your PC/Laptop, >>try a different USB port or hub if it is not detected. >>2. Open Windows Explorer. The player will be recognized as a Removable
>>Disk. >>3. Right-click on the player and choose Format. >>4. In the File system drop down menu, select FAT, and then click the >>Start button. Do not select FAT 32, though it is selected as default by>>>>Windows XP. >>>>After the formatting is complete, make sure that you stop your player >>before disconnecting it from your computer. (Please take note that stop>>>>your player before disconnecting it from your computer is a must. >>Otherwise it will cause damage to your player's memory >storage/Harddisk)>>>>>>To stop your player in Windows XP, Windows 2000 or Windows ME Click on
>>the Safely Remove Hardware icon on the Taskbar, click Safely remove USB>>>>mass Storage device, and disconnect your play when you are prompted to
>>do so. >>>>Make sure that the icon below appears on the LCD screen again for at >>least fi've seconds before disconnecting your player.>>>>Do let me know the result. >>>>In case if you need any clarification, please do not hesitate to >contact>>us. Thank you.>>>>Best Regards>>>><name removed>>>Technical Support>>Creative Labs Asia>>>>To provide feedback on your "Creative Experience" please click on the >>following link:>>http://www.**bleep**.com/support/contact/welcome.asp?r=CLA&d=TS>>>>========== >>DISCLAIMER >>========== >>This email and any attachments may contain private, confidential and >>privileged materials for the sole use of Creative's intended recipient
>>and is not to be forwarded or copied to others. Any review, copying or>>>>distribution of this email or any attachments by others is strictly >>prohibited. If you are not Creative's intended recipient, please >inform>>Creative immediately by responding to this email and thereafter >>permanently delete the original and any copies of this email together >>with any attachments. Thank you>>>>Original Message Follows:>>------------------------
Moderator note: Please remove the name of the advisor when posting up e-mails.
Message Edited by Catherina-CL on 0-3-2005 2:43 PM