No Response - Severe Delay in Response
I don't know what happened since I added no new hardware or software but one day it was all working fine the next I started having severe problems.
I did a repair installation and it didn't work so I completely uninstalled and then re-installed (after a reboot) and it still is acting up.
None of my other software, Adobe or otherwise, is acting strangely, only Premiere. I'm open to any suggestion because this is really freaking me out.
I was capturing SD footage via a Canon XL1s and having no problems. After about half of the tapes were done I quit for the night. The next morning when I went to start capturing again, Premiere locked up after opening the capture window. I tried a second camera (a Sony HDR-HC9) but had the same problems. I swapped out data cables, same problem.
Then I noticed that playback controls of the video already on the timeline had severe delays, up to 3 minutes, before responding to "play" and "stop/pause". I also noticed similar long delays when selecting windows within the project and even in the pulldown menus.
I deleted the current project and created a new one but the problems persisted. I opened old projects that I KNOW are good, but the problem persisted in these as well.
When I close out Premiere the "Adobe Premiere Pro.exe" process stays active in the task manager for up to 5 minutes after I closed the program.
Other then the minutes long delays in response, if I wait for it, the software seems to operate properly but will often just lock up and I have to do an "End Program" to get out of the lock up.
As I mentioned, I have completely uninstalled and reinstalled the software and none of my other software seems to be affected. WTF!
Alienware Desktop PC
Dual 2.8 Ghz Pentiums
2G RAM
WinXP w/SP3
PPro CS3 (part of Premium Production Package)
You can try resetting the preference file to the defaults by holding
down the shift key while you start Premiere and keeping it held down
till the splash screen displays.
Similar Messages
-
My typing is very delayed in its response since the new update. I have an Iphone 4S.
Great, thanks you two, much appreciate the help. They only say it will be restored ASAP. Has this happened before and how long did it take to fix? Also, I'm in the UK so I assume its a global issue?
Thanks -
AAC content starts immediately, MP3 content suffers severe delays
I have around 75GB of content in my library, comprising both AAC and MP3 material. My issue is that my AAC content (both from the iTunes store plus my own rips) will play immediately upon selection but when I play MP3 content (either purchased MP3 from Amazon or my own rips) there is a 3 to 4 second delay (occasionally with the beach-ball making an appearance) before the content starts to play.
I have local content on my machine, the majority is stored on my home media server. That has a built in iTunes server (which delivers all content instantly). The AAC files which do play immediately are also delivered by this server. I don't have any network or file serving delays on any file other than these MP3 files and - most tellingly - only with iTunes.
Anyone else experiencing this? Any ideas?
thanks in advanceI am suffering from severe lag with playing videos in iTunes that are stored an external hard drive. No problems yesterday, updated to 10.6.3. and iTunes 9.1 and now my iTunes is useless. This is a bad update from Apple. I don't have a solution.
-
New iPhone 5 on Verizon will not send or receive texts. In the beginning iMessage worked for about a day and then messages started to be delayed by hours. Eventually even these messages were not being sent. Reset network settings followed by a soft re-boot land still no change. Any ideas?
For iMessage problems, try this:
- Sign out of iMessage
- Reset your network settings. Settings>General>Reset>Reset Network Settings
- Sign back in to iMessage
Best of luck. -
Sound severely delayed on iPad or Android (HTML5)
ok I am having a problem with the audio on a captivate 6 project published to my server in HTML5 and viewed on Android or iPad. The audio works fine when viewed through a PC but doesn't start playing on iPad or Android untill a minute after the slide is displayed. Any idea why?
here is the link to the published chapter
http://184.173.246.251/~privatew/
any help would be appreciatedSame here I recorded the audio as mp3 with soundbooth and importeit directly to captivate. I am able to see the presentation running on android and ipad but the audio does not work or kicks in 3-4 minutes after the presentation.
Lucas -
After downloading ios7, my keyboard is severely delayed. How do fix this?
I have forgotten my password for the ipod. I followed the instructions and chose email to reset. After clicking the "reset now" button it takes me to a page that no longer exists. I am promptrd with "this webpage is not available". I just want to reset my password. Please help!!
Your Subject has nothing to do with the problem you describe in the post. Which problem is it you want to solve?
If the problem is the one you describe in the body of your message click the "reset now" button. Then look at the URL in your browser. If you see "https//" in it, add a colon between https and // so it reads "https://" -
Intermittent disconnects/severe lag
I've been experiencing severe delays in response time recently (mostly over the last week or so) every few minutes which seem to last several seconds. This is mostly noticeable while playing online games (especially World of Warcraft) but also occasionally while just browsing the web. I've tried rebooting my modem and my router, neither seems to solve the problem.
I started by contacting technical support on Blizzard's forums, and this is what they said:
You seem to have some dropped data, which is occurring in hop 4, or it may be asked, hard to tell right now.
But it seems like there is a jump in ms when it gets handed off from Verizon a peering partner, and may be causing the issue. You may want to contact your ISP and ask them about that, since it happens before us.
We are also investigating reports of latency issues like this with Verizon and players in your area. We have a sticky thread here in the Tech forums, that you will want to post, so that we can get more examples and investigate this further as well. That would help us.
I've included a traceroute as well, hopefully that will help:
64 * * *
Traceroute has started…
traceroute to us.logon.battle.net (12.129.206.130), 64 hops max, 72 byte packets
1 wireless_broadband_router (192.168.1.1) 188.893 ms 0.837 ms 1.815 ms
2 l100.bstnma-vfttp-132.verizon-gni.net (98.118.103.1) 37.982 ms 16.070 ms 6.885 ms
3 g0-5-4-6.bstnma-lcr-22.verizon-gni.net (130.81.183.94) 7.777 ms 5.897 ms 7.452 ms
4 * * *
5 ge-1-2-0-0.ny325-bb-rtr2.verizon-gni.net (130.81.17.24) 19.976 ms 18.239 ms 35.981 ms
6 192.205.36.57 (192.205.36.57) 19.470 ms 18.526 ms 17.018 ms
7 cr1.n54ny.ip.att.net (12.122.86.6) 94.582 ms 96.442 ms 102.697 ms
8 cr2.cgcil.ip.att.net (12.122.1.2) 99.737 ms 100.391 ms 97.778 ms
9 cr1.cgcil.ip.att.net (12.122.2.53) 103.210 ms 99.671 ms 93.815 ms
10 cr2.dvmco.ip.att.net (12.122.31.85) 94.303 ms 94.819 ms 94.950 ms
11 cr1.slkut.ip.att.net (12.122.30.25) 103.396 ms 96.528 ms 91.606 ms
12 cr2.la2ca.ip.att.net (12.122.30.30) 96.116 ms 95.607 ms 98.718 ms
13 gar4.lsrca.ip.att.net (12.122.104.89) 94.559 ms 102.401 ms 93.560 ms
14 12-122-254-226.attens.net (12.122.254.226) 93.059 ms
12-122-254-230.attens.net (12.122.254.230) 96.316 ms
12-122-254-226.attens.net (12.122.254.226) 211.630 ms
15 mdf001c7613r0004-gig-12-1.lax1.attens.net (12.129.193.246) 92.562 ms 91.834 ms 91.939 ms
16 12.129.211.38 (12.129.211.38) 97.082 ms !X * *
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *
22 * * *
23 * * *
24 12.129.211.38 (12.129.211.38) 106.234 ms !X * *
25 * * *
26 * 12.129.211.38 (12.129.211.38) 92.244 ms !X *
27 * * *
28 12.129.211.38 (12.129.211.38) 96.061 ms !X * *
29 * * *
30 * 12.129.211.38 (12.129.211.38) 98.671 ms !X *
31 * * *
32 12.129.211.38 (12.129.211.38) 103.054 ms !X * *
33 * * *
34 * * 12.129.211.38 (12.129.211.38) 94.519 ms !X
35 * * *
36 * 12.129.211.38 (12.129.211.38) 116.739 ms !X *
37 * * *
38 * * *
39 12.129.211.38 (12.129.211.38) 95.823 ms !X * *
40 * * 12.129.211.38 (12.129.211.38) 92.627 ms !X
41 * * *
42 * * 12.129.211.38 (12.129.211.38) 399.917 ms !X
43 * * *
44 * * *
45 * * *
46 * * *
47 * * *
48 * * *
49 * * *
50 * 12.129.211.38 (12.129.211.38) 97.657 ms !X *
51 * * *
52 * * 12.129.211.38 (12.129.211.38) 99.736 ms !X
53 * * *
54 * * *
55 * 12.129.211.38 (12.129.211.38) 94.350 ms !X *
56 * * *
57 * * 12.129.211.38 (12.129.211.38) 98.030 ms !X
58 * * *
59 * * *
60 * 12.129.211.38 (12.129.211.38) 100.276 ms !X *
61 * * *
62 * * *
63 12.129.211.38 (12.129.211.38) 95.120 ms !X * *
64 * * *Looking at the traceroute the latency looks to be starting after your data leaves the Verizon network. In particular note on and after hop 7. Unfortunately as far as administration goes, we do not have control over non Verizon routers.
7 cr1.n54ny.ip.att.net (12.122.86.6) 94.582 ms 96.442 ms 102.697 ms
8 cr2.cgcil.ip.att.net (12.122.1.2) 99.737 ms 100.391 ms 97.778 ms
9 cr1.cgcil.ip.att.net (12.122.2.53) 103.210 ms 99.671 ms 93.815 ms
10 cr2.dvmco.ip.att.net (12.122.31.85) 94.303 ms 94.819 ms 94.950 ms
11 cr1.slkut.ip.att.net (12.122.30.25) 103.396 ms 96.528 ms 91.606 ms
12 cr2.la2ca.ip.att.net (12.122.30.30) 96.116 ms 95.607 ms 98.718 ms
13 gar4.lsrca.ip.att.net (12.122.104.89) 94.559 ms 102.401 ms 93.560 ms
14 12-122-254-226.attens.net (12.122.254.226) 93.059 ms
12-122-254-230.attens.net (12.122.254.230) 96.316 ms
12-122-254-226.attens.net (12.122.254.226) 211.630 ms
15 mdf001c7613r0004-gig-12-1.lax1.attens.net (12.129.193.246) 92.562 ms 91.834 ms 91.939 ms
Lee_VZ -
Usage tracking is severely flawed, $135 of surprise overage!
Wow, just wow. Apparently, the usage tracking for Verizon is so severely delayed that it's impossible to know how much data you've actually used until the billing cycle ends, which can lead to HUGE amounts of surprise overage! And then Verizon holds you responsible for their flawed system after telling you to use it!
I'd seen other people post stories of surprise bill charges, so for a while now I've been taking screenshots of our data alerts and My Verizon usage meter just in case. And now, this happened: We ended the billing cycle with somewhere around 19.4 GB out of our 20 used (the number varied slightly between the iPhone and laptop, I've noticed the iPhone tends to update slightly faster), with the intent of getting as much out of it as possible but still leaving cushion as, after all, that number is an "estimate". But when the bill came, not only did it say we had passed our 20 GB limit (as said, My Verizon and the #DATA text messages had said at the end of the day that we still had somewhere around 0.6 GB to spare, which I thought would be more than enough cushion) but we had 8.5 GB of OVERAGE!
So I opened a chat with a Verizon rep, and we talked about it. At first we thought it was due to a store not backdating a plan change properly, but then we found that... Well, apparently Verizon is absolutely terrible at keeping track of how much data you've used until it's tallied up after the end of the cycle, to the point where relying on it can completely screw you over like this and it's better to manually keep track of each device, and then crunch the numbers yourself. We've been with Verizon for a decade and never seen anything like this... Here's the chat transcript:
(Chat transcript removed as required by Terms of Service)
So, now we're going to call financial services and see if anything can be worked out. If it can, and we decide to stay with Verizon, we'll be keeping track of data usage from each individual device and adding it up, which is a hassle, but at least it should work. What's the point of Verizon providing these data tracking tools if they give you false information? Worse, why did they tell us to use them to keep track of our usage, while knowing very well that they don't work?! Do they just want to scam us into giving them more money for tons of data they hide from us until it's too late? Whatever the case, this is terrible.
Message was edited by: Admin ModeratorIt's not false information, it takes a couple of days for the information to be received from other carriers' towers, it is the same as minutes and texts, maybe you should get over it and get a life and stop compaining about your data usage, did you have this problem 10 years ago, no get over it.
-
IPhone 4 Camera Autofocus Delay after Upgrade to iOS 5
I just updated my iPhone 4 to iOS 5 and now I noticed the camera auto focus is severly delayed, and constantly searching for focus.
I compared it side by side with my son's iPhone 4 which I did not update to iOS 5 and there is a distinct difference in speed both in picture taking and video when it comes to focusing.
Anybody else seeing this?
Apple, can you please fix this, as it is now impossible to take a quick pict of my kids due to the constant focusing attempts.I just can;t beieve this, I would never have bought the phone if I knew updating it would make it unuseable for any
thing other then complete novice use. I have done everything to make this work since the upgrade to IOS5 made the "bottom line" quality rubbish. Has anyone zoomed into the image and looked at the quality? If not check it out and you will see it is unuseable.
I'm sick, I use the phone exclusivly for photographic applications and I've spent a fortune on specific photo apps and hardware, I'm a Beta tester for GoPano (360 video) and I wish I had never invested in the iPhone. If Apple can't get a basic thing like focus on the camera right after an upgrade then I don't want the phone..it's useless to me.
Can anyone please let me know how I can get a refund on the phone, or who I talk to to cease ownership, as far as I'm concerned the phone dosen't work to it's specifications.
Please reply as I feel like a fool for buying the iPhone 4. Can anyone tell me how to revert my phone to IOS4? It worked then, not fantastic, but it worked, Seems to me when you upgrade the op system that its ireversable.
HELP PLEASE! -
Experiencing Delay Between Midi and Audio MOTU 828 Mk1
Hi everyone
Wondering if somebody can point me in the right direction. I'm using an Intel iMac running Leopard 10.5.8 and Logic 8. I just got hold of a MOTU 828 MkI and am experiencing a severe delay between midi and audio.
Clock source is set to internal in the 828 settings and sample rate is set at 44100, so that's all as it should be.
I'm at a loss has anybody got any ideas?
Many thanks.Hi,
I assume MIDI is earlier than audio.
Do You have plugins in busses and or master outputs?. Try to disable them and see if that still happens.
Here I had issues with 9.01 that aren`t plugin related and had to reboot to solve it. I upgraded to 9.02 and didn`t see them again (yet.)
If you HAVE to have your plugins in the busses and master and still want to have your MIDI properly aligned... Well you´re asking too much, my friend. Write a polite letter to Apple telling them if they´re joking calling Pro to this app that can´t keep two basic features in sync. BTW: same happens with video (at leat in L8. Didn`t check 9 with that yet)
After that, breath deeply and use the input objects to route your midi instruments inside Logic. Then they´ll be in sync, but at the price of loosing all their analog warm. Weird, isn´t it? -
Hey, I recently bought a Macbook Pro and some of my friends have added me on iChat which I thought would be amazing. I've been left disappointed. The first video conversation I had was fine and seemed to work, but ever since there has been a severe delay with it. Audio in particular. When talking there can be up to a 30 second delay for the person I am chatting with to get the message leaving this feature unusable.
Any ideas what could be causing this? Also their video seems really pixelated. Is that normal? Look forward to some help with this problem! Any information could help!
Thanks in advance,
StefanI have been experiencing a similar problem since upgrading to 10.5. The video is about 5 - 20 seconds behind the audio. The audio is in real time. I've tried the above and checked activity monitor and there is nothing unusual clogging up the CPU. I have an iBook running 10.5 and there is no trouble with it.
-
Wifi Connected, but very long delays upon opening the internet.
I have a mbp, from mid-2010 running mountain lion. About one month ago, I noticed that while I was still connected to my home wifi network, my internet access either became severely delayed or not working at all. Most commonly, I'll open Safari and it sits there for about 5 minutes before opening my page, or times out. It will then work for a bit, but it seems that if I leave it alone for awhile, I have to go throught that whole process again. I have 2 other macs, 2 iphones, ipods, 3 ipads and a pc which all do not do this... they work fine.
I've found a few other threads about something similar, but non seemed to have found solutions. I even went as far as to format/restore the hd on my mbp, and start over again with a fresh copy of mountain lion, but surprisingly this made no change.
This then lead me to believe there was something screwy happening between my router and mbp, so I switched it out to a backup router I had... no change here either. I restored both routers to factory defaults as well, but nothing.
And finally, I am able to connect to other wifi networks (friends', iphone hotspot) and browse the internet without issue.
Any thoughts??? I'm usually pretty good at troubleshooting this stuff, but this is making no sense to me :/
Thanks!Click on the WIFI icon on your toolbar. Select Open Network Preferences. On the next screen make sure your location at the top is set to Automatic. Select WIFI on the left and click Adanced at the bottom. On the next screen make sure there's a checkmark under Remember network this computer has joined. Then select your home network and remove it. Hit OK on all those screens to confirm your changes. Then go to Finder and hit Go/Utilities and run the Keychain app. In there search for your WIFI network name you have at home and delete the entry for it. Confirm it's deleted by "X" out of the search field and typing the name in there again. If it doesn't find it anymore, you're good to go. Reboot the laptop via the Apple menu icon and Restart. When it comes back up, reconnect to your WIFI by clicking on the WIFI icon on your toolbar and selecting the name of your WIFI network from the list. Enter your password for it (you will be asked for it since you deleted the keychain entry for it). See if this resolves your issues.
-
WORKAROUND! - Sluggish Motion V 4.0.1 on Mac Pro Nehalem 2.97 GHz 16 Vcore
Hi guys, like several people on this forum and others I been very frustrated with the performance of both Motion.app version 3 and now Motion.app V4 .0 .1 (latest update) on my 2009 Mac pro Nehalem 2.97 GHz 16 Vcore 12GB with the ATI Radeon 4870 graphics card.
I have two workarounds that may be of assistance in relieving this issue. They work for me however before I discuss what they I'd like to set the scene.
Like many of us, I have trawled this forum and many others including COW and so on mostly relying on those 10-12 (the dozen or so) excellent tips from people like Mark Spencer and others. This includes the usual things like turning off rendering options that make heavy use of CPU/GPU etc.
Caveat: I'd also like to note here that this performance sluggishness has absolutely nothing to do (and is completely unrelated to) I/O performance nor is it related to memory usage. The reason I say this is because during some testing and the normal practice I keep all a Motion.app cache files (autosave, cached files etc) out on a very fast PROAVIO EB8NS disk array with ATTO R380 HBA onto SAS paths where this box is capable of over 450 MB per second measured with Kona system test tool. Additionally I have 12 GB of memory on this Mac pro which I assigned 70% of it to be available to Motion.app V4. The sluggishness Motion.app V4 is not manifest itself through the usual items such as excessive virtual memory page in/out or swap in/out activity. In fact in this scenario I describe below in my system when nothing else is running the former is non-existent! Additionally I also want to know that Motion.app V4 in my scenario/situation/environment is definitely and certainly NOT impacted by insufficient I/O bandwidth..
However, like many people, who have the same or similar setup to myself, we experience severe delays the most basic Motion.app UI such as: selecting an item, scrubbing through the timeline, performing any kind of transform etc etc. Many of us trying to diagnose this problem (looking for any kind of diagnostics or messages etc) have noticed that with the exception of one single core, the remaining cores to do very little (idle or just barely moving) whilst the remaining single core is taking out at 100% constantly.
Many months ago whilst really bogged down with this problem trying to complete a project, I contacted Mark Spencer who politely explained that notion exploits the on-board graphics card (in my case the ATI Radeon HD 4870). After frustratingly trying to improve the performance of this and completely reinstalling Final Cut Suite in a different brand-new (at the time MacOS X 10.5.6), I found that there was little difference.
I am mentioning all this because, I know that a few colleagues have had a similar problem and have not found any satisfaction in looking at this despite many well-informed forum users who offer excellent advice.
At my wits end (currently), I took a few days to try and isolate what the problems may be caused by (what exacerbates this severely degraded performance). This user interface sludgy degradation is manifested through the UI also has the (spinning beach ball).
I isolated pieces in some of the Motion.app projects and started to ISOLATE (Control-I) what I thought were quite complex layers and individual objects but to no avail. I then resorted to completely deleting them with some improvement in performance (noticeably less sluggyness) however it still was not lightning fast as I expected considering it I was in draft mode, 720 p resolution, with lighting, shadows and reflections completely turned off in the view.
*Motion.app BEHAVIOURS*: after some hours and a great deal of trial and error (non-productive work time I might add) it occurred to me that some of the Motion.app behaviours in particular place in the layer with as few as five objects in the layer (behaviours such as "Motion.app path", "wriggle", "oscillate" and even good old trusted "throw" seem to be the culprits in this particular layer.
I will note well here at this point, but of course "camera layers" does seem to be affected at all with the basic movements such as Dolly, frame, sweep etc. I have some sets up to 4 or five cameras which seems not to bother Motion.app at all!
*OBJECT SELECTION (S):* yes this also seems to have some degrading impact on playout, scrubbing and so on. Interesting I thought.
Workarounds: here are a few things that I know that work to get around some problems of working where Motion.app is extremely SLUGGY in the user interface (UI). Perhaps someone has already noted these on a forum or posted on however I couldn't find them.
So my workflow/practice here is to do the following when I'm manipulating objects (placement, set up, applying filters, adjusting timeline, and so on):
+WORKAROUND #1+: *DISABLE the behaviours* in the layers where you are performing any object manipulation. In fact we have many objects in many layers where the topmost layer (a group of nested layers) contains any behaviours, I would suggest you disable those whilst you work on that particular layer.
It's a very simple stylus click to enable the BEHAVIOURS layers that you have been working on to see what the effect of those behaviours when you want to play them out in the player/canvas.
I have no idea why such trivial behaviours cause my very expensive Mac pro to nearly lock up whilst in Motion.app version 4 and also version 3. Anyway is definitely works on me.
+WORKAROUND #2+: *DESELECT ANY ITEM IN THE CANVAS* (in any view) when attempting to play out whilst in the canvas. Again I don't know why having one or more items (including the camera) insert would have such a drastic impact on the performance of Motion.app to play out what I think is a frivolous range, however this really works for me.
*How to measure the performance or how to monitor the performance/usage of the ATI Radeon HD 4870 graphics card from MacOS X?* I would like to know exactly what this is doing on my system when one of the CPU cores is pegged out in 100% servicing requests from Motion.app. I can't find utility (which am willing to pay for) that sees the ATI Radeon HD 4870 graphics card. One I thought would have is an application called atMonitor.app (http://www.atpurpose.com/atMonitor/) which seems to do a pretty good job on my uni body MacBook Pro and wife's Macbook Air.
It would seem that any of the utilities don't seem to see the ATI Radeon HD 4870 or if they do and they initiate commands to it that the ATI Radeon HD 4870 and doesn't respond or send any replies status information. (Beats me I'm not a technical person these days)
Summary: I would be very interested if other people who have a similar if not pretty near exact setup as myself have found these two suggestions useful. I have tried some of these Motion.app projects on my MacBook Pro uni-body and with some difference the MacBook Pro exhibits similar sluggyness to this Mac pro.
W
Hong KongMark, I took your advice and reinstall Final Cut Suite Version 3 (including Motion.app version 4.0.1) onto a completely different and I'm used file system including a brand-new install of MacOS X snow leopard 10.6.1, which I believe is the most recent update.
To be clear, I have all the latest Pro Applications updates as well apply to this brand-new system.
So here is the *bad new*s.
*Using exactly the same hardware configuration as I described in this theme of woe, I launched Motion.app V4 .0 .1 and opened up several of the projects that I'm having trouble with that is issued.*
Simply, the symptoms and observation I described in this thread exists with a brand-new installation.
Anyway looks like I have a backup/another instance available Final Cut Pro in case my main production image has trouble.
Once again, as I described initially in this thread, I used the two workarounds to overcome the consistent and overwhelmingly an exaggerated 20 seconds lag on average interactions with Motion.app with the success that I'd described previously.
In another thread back in September 2009, a forum poster mentioned that he felt that the camera framing behaviours were the root of this problem. And to this end he advised converting these behaviours to keyframes using the command-K ("convert to keyframes") to overcome his misery.
This indeed does work very well. So this is the third workaround and I'm starting to use.
Further I have done some more hard comparisons with my 2009 MacBook pro uni-body 2.93 GHz with a standard arrangement of 4 MB of memory and the usual disk internally. *To my great surprise*, I found that the projects that I'm having a lot of trouble with were much more responsive not only with the camera framing behaviours (which I'm not particularly having any trouble with), but the layers that contains a simple transform behaviours such as "motion path", "wiggle", and so on did not seem to bother the Mac book pro.
I watched the CPU cores on the Mac book pro maybe go to 80% while the project was loading, and also whilst I gingerly navigated through the project although feeling a little sluggy was far less in orders of 10 to 20 seconds faster than this Mac pro Nehalem with all the bells and whistles on my earnings embedded within it.
Now I'm starting to wonder, as Andy pointed out, +maybe there is some trouble with the hardware in this system+. I really could not know how to determine if this is the case. However before I draw this conclusion finally, I noticed that there are a lot more people out there with the same consideration as I have that have this same problem. It's not narrowed down to those owners with the ATI Radeon HD 4870 graphics card, however these seem to be the bulk of the people who are trying to do things that are getting a fair amount of forum time (like me).
There certainly seems to be something of an issue as there are some symptom dumps for Motion.app but only one or 2 to over this period that seemed to be triggered by something on this machine. And like many on this forum I gave up reading dumps for a living back in the 1990s.
I would really like to know how I can diagnose this problem before I had to pack this Mac pro up and carted back to the local Apple care centre here in Hong Kong (which means I won't have it forever while, which means no income). Yes I can use my Mac book pro uni-body which is I might end up doing.
_Oh, and this little gem._ I find that if I invoke the "timeline pane/window" (command-7), that it can take up to 2 seconds to refresh the screen. It is amazingly slow and feel like there is definitely something wrong.
If I have a simple motion project by that I mean some simple plates some moving text and no real 3-D except for one little camera Motion.app V 4 seems to work quite okay.
The sets that I'm working in at about eight or nine cameras over the timeline and maybe three or four sets in the project. This is not the work I think especially when most of the moving here is a few objects wobbling around in 3-D space and quick camera moves using the camera framing behaviour.
In summary, having spent what seems to be 40 or 50 hours messing with this issue are not doing anything productive, I've come to the conclusion that there is definitely something wrong with this setup that I have. However having had no problem with that up until now (I know actually I had some problems back in May 2009 with it but it seemed that install a Final Cut Suite version 2 completely fixed it.
And I am totally surprised that my Mac book pro uni-body if pressed can do the job that I want.
Therefore Motion Forum users, I really don't know what else there is to do other than to poke around over time and eventually something will fix this because it is really very frustrating and like many of us on this forum I did endeavour to pay for/put capital funds into a system highly recommended by many that uses Apple production applications than I expected it would work.
By the way, I noticed when I use Nuke version 5 and Shake V 4.1 and even Maya PE, I don't have these issues but will concede that I doubt whether the use applications take advantage directly of the GPU arrangement in the graphics card like Motion.app does.
That's all I have.
Any other thoughts are most welcome.
W -
Envy x360 battery short and CMOS/RTC | No dedicated CMOS battery = Kafkaesque HP support nightmare
Relevant Case Number:
3015038426
Caveat:
If I'm wrong about this, I'll eat my hat with a sauce made of ultra-expensive brand-name HP ink.
Question:
Does anyone at HP want to take reponsibility for a series of the company's tech support representatives giving horribly wrong hardware information, wasting customer time and money?
Summary:
1. I have apparently experienced a short in my main battery.
2. In the x360, the real-time clock (RTC) and BIOS settings are apparently powered by the main battery, not a separate CMOS/RTC battery.
3. (1) and (2) explain why my symptoms include a CMOS checksum error and 0-set RTC on boot.
4. Three separate HP representatives have been absolutely insistent that:
(a) I have a CMOS/RTC battery that just isn't disclosed in the service manual.
(b) My symptoms indicate the need for CMOS/RTC battery replacement.
(c) This requires a 2-week+ send-in service, even though I live right next to an authorized support center.
(d) A much less intrusive main battery replacement could not help me, since I have a CMOS issue.
5. I have already had to pay $54 and change for a local shop to confirm that HP support has been, for want of better terms, full of it -- they have been BSing me by phone and live chat, and there is no dedicated CMOS battery.
6. Because of HP's intransigence, I now face the choice of either
(a) paying another $54+ to get myself a new main battery on the open market
or
(b) completely unnecessarily going without my primary work machine for weeks in order to get a new main battery for free from HP. That's assuming that the people at the service center know that replacing the motherboard won't do anything for this machine.
Hilarious and/or Depressing Support Record:
1. Symptoms
This is an HP Envy x360 15t hybrid notebook, model u011dx (G6T85UA).
It had been suspended but suddenly appeared off. It would not power on until AC power was attached.
It showed a CMOS checksum error (502) on boot, and its real-time clock did not hold the time between power cycles.
It had inconsistent problems with failed or severely delayed POST completion.
If AC power was removed during operation, it immediately died. Information about the main battery still showed up in the OS, where it appeared fully charged but never discharged at all.
The light next to the AC plug would often blink blue depending on the power state.
The machine could POST normally (except for the CMOS and RTC failures) with the main battery physically detached.
2. Call ("Amit")
I don't have a transcript of my initial call with HP ("Amit"), but here is the gist of it. My 502 CMOS checksum error implicates the CMOS battery. My steps are to attempt a BIOS upgrade. Failing that, the computer would need to be sent in for service so that the CMOS battery could be replaced. Amit described it to me as the shape of a small tablet.
3. False Hope
When I had initially called, the case was off of the PC and both sides of the motherboard were accessible so that I could try to see if there were any visually obvious problems with the CMOS/RTC battery. Naturally, I couldn't find it, and I had hoped the call would help me. In any case, Amit would need to call back in 60-90 minutes after I had the chance to take care of other things and re-connect the machine's components so that I could boot it and do a BIOS upgrade.
Just before he called back, the machine appeared for one or two power cycles to have overcome its problem. It even seemed like it was drawing main battery power for a few moments during a session with AC power detached. Amit closed the case for me pending the problems recurring.
I concluded that one of the following two things must have happened. Either:
(a) All of the problems were related to the main battery, and the main battery connector had just gotten jarred loose so that one or two pins were not contacting properly. By disconnecting and reconnecting the main battery in my search for the RTC/CMOS battery, I had solved the issue by reseating it properly.
or
(b) All of the problems were related to the CMOS battery. But by having it on AC power for testing for a little while, I had charged the CMOS battery enough to enable POST and for it to mediate the transition from AC to battery power (I know this probably isn't how it should work, but hey).
I also updated the BIOS to the newest version so that I could ensure I was following the pre-shipment troubleshooting step set out by Amit.
Fairly quickly after the second call and the closing of the case, all of the symptoms recurred. I carefully re-checked and re-seated the main battery to rule out (a) above. I then decided to run the computer on AC power for several hours to test theory (b) above. When this failed, I went back to the HP site and opted for chat support.
4. First Chat (KARISHMA BARPANDA)
Gist:
I clearly have a problem with my invisible CMOS battery. Also, this CMOS battery is absent from the manual because it isn't supposed to be user-removable, not because it doesn't exist. Note especially the exchange at 2:02.
Transcript:
Spoiler (Highlight to read)
1:38 PM Support session established with KARISHMA BARPANDA.
1:38 PM KARISHMA BARPANDA: Welcome to HP Customer Support & Services for Notebook support. My name is Karishma and I will be your technical support specialist today.
1:38 PM KARISHMA BARPANDA: Hi
1:38 PM KARISHMA BARPANDA: How are you doing today ?
1:38 PM Adam Colligan: Hello; this is related to case 3015038426
1:38 PM Adam Colligan: I'm good; just a little confused
1:39 PM Adam Colligan: PC symptoms implicated RTC battery: CMOS checksum error on boot. But also instant death when AC power removed. Temporarily resolved after re-seating main battery cable, so chalked up to that. Now not so sure: maybe I had just partly charged RTC battery during testing. Now trying long run on AC to rule this out.Query: x360 service manual (unlike other Envy manuals) makes no mention of RTC/CMOS battery. Didn't see one exposed on board. Can you verify presence and location of CMOS batt?
1:40 PM Adam Colligan: Just to clarify: I'm not asking you to walk me through changing a CMOS battery or anything like that -- I know you want notebooks sent in for service if they need that officially. But I just want to make sure that I actually know where the thing is on this model
1:42 PM KARISHMA BARPANDA: I am sorry, I can't understand you.
1:43 PM Adam Colligan: Okay, I'll back up. Have you heard of something called a CMOS battery or an RTC battery?
1:43 PM KARISHMA BARPANDA: Yes.
1:44 PM Adam Colligan: Would you be able to find out where it is located on my Envy x360 15t notebook (u011dx)?
1:45 PM KARISHMA BARPANDA: Alright !
1:46 PM KARISHMA BARPANDA: In this situation, we need to take the notebook in free servics repair.
1:46 PM KARISHMA BARPANDA: Please, provide me the complete sdhipping address along with the zip code.
1:46 PM Adam Colligan: It is not confirmed yet that the CMOS battery is actually the problem
1:47 PM Adam Colligan: I don't want to set up a service yet. I just want to know *where* the battery is attached to the board.
1:47 PM KARISHMA BARPANDA: We need to replace the CMOS battery,
1:47 PM Adam Colligan: How do you know that we need to replace the CMOS battery?
1:48 PM KARISHMA BARPANDA: Because tHe CMOS battery is not removable.
1:48 PM Adam Colligan: Well, in that case we're probably talking about replacing the whole motherboard. Do you mean *not removable* or just "not user removable" ?
1:48 PM KARISHMA BARPANDA: We will take the notebook in service reapir and our HP certified technician will do the complete hardware diagnostic of your notebook.
1:49 PM Adam Colligan: I don't want to do anything yet except *LOOK* at the board and see if there is anything obviously wrong with the CMOS battery connection
1:49 PM Adam Colligan: I just want to know *where* it is; I don't need to actually do anything to it
1:50 PM KARISHMA BARPANDA: Let me explain.
1:51 PM KARISHMA BARPANDA: Let me check.
1:52 PM KARISHMA BARPANDA: Please, allow me few moments.
1:52 PM Adam Colligan: Thank you
1:56 PM KARISHMA BARPANDA: Thank you for staying connected. I appreciate your time and patience.
1:56 PM KARISHMA BARPANDA: I am sending you a link, please go through page number 33 and 34.
1:56 PM KARISHMA BARPANDA has sent a link: http://h10032.www1.hp.com/ctg/Manual/c04513489
1:57 PM Adam Colligan: That's okay; I understand that it may take time
1:57 PM KARISHMA BARPANDA: CMOS battery is not a customer replaceable part.
1:58 PM Adam Colligan: 33 and 34 refer to the main battery, not the CMOS battery
1:58 PM Adam Colligan: I know that the CMOS battery is not a customer replaceable part. However, I want to visually inspect it.
1:59 PM KARISHMA BARPANDA: It is not listed there.
1:59 PM Adam Colligan: Exactly. Compare that to this manual for the HP Envy 17, page 41
1:59 PM Adam Colligan: http://www.hp.com/ctg/Manual/c02160120.pdf
2:00 PM KARISHMA BARPANDA: If you are facing any issues with the battery then, we need to take the notebook in service reapir and will fix the issue.
2:01 PM Adam Colligan: Sigh.
2:02 PM Adam Colligan: Look, here is a theory. What if this PC does not have a separate CMOS battery, and it's been using power from the main battery to keep the clock and BIOS settings current? In that case, the symptoms might just be a result of poor seating of the main battery cable. To rule that out, I would like to confirm for a fact that a CMOS battery actually exists on this motherboard, and I'd like to see it with my own eyes.
2:02 PM Adam Colligan: ...before I go without my PC for days or weeks
2:03 PM KARISHMA BARPANDA: The CMOS battery exsist in the motherboard and it is not a customer replaceable part.
2:04 PM KARISHMA BARPANDA: You cannot see it.
2:04 PM Adam Colligan: So where on the motherboard is it?
2:04 PM Adam Colligan: It's on the motherboard but it's invisible?
2:04 PM Adam Colligan: Maybe it's under a piece of foam by the HDD indicator light? There aren't many places for it to hide
2:05 PM KARISHMA BARPANDA: I would suggest you to sent the notebook in service repair, and if there will be any hardware issues, then HP technician will take care of it.
2:06 PM Adam Colligan: Please answer this question honestly for me. Is the location of the CMOS battery actually available to you? It's okay for you to say, "I don't know where it is, and I don't know how to find out where it is". But it seems like you are avoiding saying that.
2:10 PM KARISHMA BARPANDA: Let me know are you facing any issues with the HP notebook right now ?
2:11 PM Adam Colligan: Yes. Why won't you answer that question?
2:24 PM KARISHMA BARPANDA: I would like to inform you that, the CMOS battery is not a customer replaceable part.
2:24 PM Adam Colligan: What does that have to do with whether or not you know where it is?
2:24 PM Adam Colligan: Is there some rule that you are not allowed to say "I don't know" ?
2:24 PM KARISHMA BARPANDA: That is the reason, it is not shown in the manual.
2:25 PM KARISHMA BARPANDA: That is the reason, it is not shown in the manual.
2:25 PM KARISHMA BARPANDA: The CMOS battery can be replaced by the HP hardware engineers.
2:26 PM KARISHMA BARPANDA: So, the CMOS battery can be replaced only in our service center.
2:26 PM KARISHMA BARPANDA: Do you want to send your notebook for a free service to replace the CMOS battery ?
2:26 PM Adam Colligan: I think we've established that. I am not asking you about how to replace it. I'm asking if you can find out where it is.
2:26 PM Adam Colligan: It's perfectly alright if the answer is "I don't know", but I do expect that amount of honesty
2:26 PM KARISHMA BARPANDA: No, it is not listed in the manual.
2:27 PM KARISHMA BARPANDA: I can understand your concern.
2:27 PM KARISHMA BARPANDA: As, it is not listed in the manual, let me know how can I assist you.
2:28 PM Adam Colligan: So then the next question is: can I contact a technical support professional who can tell me where it is attached so that I can visually inspect it before committing to a service by mail?
2:30 PM KARISHMA BARPANDA: This is the only technical support and you can contact our voice technical support. However, they will tell you the same thing, which I have told you.
1:38 PM Support session established with KARISHMA BARPANDA.1:38 PM KARISHMA BARPANDA: Welcome to HP Customer Support & Services for Notebook support. My name is Karishma and I will be your technical support specialist today.1:38 PM KARISHMA BARPANDA: Hi1:38 PM KARISHMA BARPANDA: How are you doing today ?1:38 PM Adam Colligan: Hello; this is related to case 30150384261:38 PM Adam Colligan: I'm good; just a little confused1:39 PM Adam Colligan: PC symptoms implicated RTC battery: CMOS checksum error on boot. But also instant death when AC power removed. Temporarily resolved after re-seating main battery cable, so chalked up to that. Now not so sure: maybe I had just partly charged RTC battery during testing. Now trying long run on AC to rule this out.Query: x360 service manual (unlike other Envy manuals) makes no mention of RTC/CMOS battery. Didn't see one exposed on board. Can you verify presence and location of CMOS batt?1:40 PM Adam Colligan: Just to clarify: I'm not asking you to walk me through changing a CMOS battery or anything like that -- I know you want notebooks sent in for service if they need that officially. But I just want to make sure that I actually know where the thing is on this model1:42 PM KARISHMA BARPANDA: I am sorry, I can't understand you.1:43 PM Adam Colligan: Okay, I'll back up. Have you heard of something called a CMOS battery or an RTC battery?1:43 PM KARISHMA BARPANDA: Yes.1:44 PM Adam Colligan: Would you be able to find out where it is located on my Envy x360 15t notebook (u011dx)?1:45 PM KARISHMA BARPANDA: Alright !1:46 PM KARISHMA BARPANDA: In this situation, we need to take the notebook in free servics repair. 1:46 PM KARISHMA BARPANDA: Please, provide me the complete sdhipping address along with the zip code. 1:46 PM Adam Colligan: It is not confirmed yet that the CMOS battery is actually the problem1:47 PM Adam Colligan: I don't want to set up a service yet. I just want to know *where* the battery is attached to the board.1:47 PM KARISHMA BARPANDA: We need to replace the CMOS battery, 1:47 PM Adam Colligan: How do you know that we need to replace the CMOS battery?1:48 PM KARISHMA BARPANDA: Because tHe CMOS battery is not removable. 1:48 PM Adam Colligan: Well, in that case we're probably talking about replacing the whole motherboard. Do you mean *not removable* or just "not user removable" ?1:48 PM KARISHMA BARPANDA: We will take the notebook in service reapir and our HP certified technician will do the complete hardware diagnostic of your notebook. 1:49 PM Adam Colligan: I don't want to do anything yet except *LOOK* at the board and see if there is anything obviously wrong with the CMOS battery connection1:49 PM Adam Colligan: I just want to know *where* it is; I don't need to actually do anything to it1:50 PM KARISHMA BARPANDA: Let me explain. 1:51 PM KARISHMA BARPANDA: Let me check. 1:52 PM KARISHMA BARPANDA: Please, allow me few moments. 1:52 PM Adam Colligan: Thank you1:56 PM KARISHMA BARPANDA: Thank you for staying connected. I appreciate your time and patience.1:56 PM KARISHMA BARPANDA: I am sending you a link, please go through page number 33 and 34.1:56 PM KARISHMA BARPANDA has sent a link: http://h10032.www1.hp.com/ctg/Manual/c045134891:57 PM Adam Colligan: That's okay; I understand that it may take time1:57 PM KARISHMA BARPANDA: CMOS battery is not a customer replaceable part. 1:58 PM Adam Colligan: 33 and 34 refer to the main battery, not the CMOS battery1:58 PM Adam Colligan: I know that the CMOS battery is not a customer replaceable part. However, I want to visually inspect it. 1:59 PM KARISHMA BARPANDA: It is not listed there. 1:59 PM Adam Colligan: Exactly. Compare that to this manual for the HP Envy 17, page 411:59 PM Adam Colligan: http://www.hp.com/ctg/Manual/c02160120.pdf2:00 PM KARISHMA BARPANDA: If you are facing any issues with the battery then, we need to take the notebook in service reapir and will fix the issue. 2:01 PM Adam Colligan: Sigh.2:02 PM Adam Colligan: Look, here is a theory. What if this PC does not have a separate CMOS battery, and it's been using power from the main battery to keep the clock and BIOS settings current? In that case, the symptoms might just be a result of poor seating of the main battery cable. To rule that out, I would like to confirm for a fact that a CMOS battery actually exists on this motherboard, and I'd like to see it with my own eyes.2:02 PM Adam Colligan: ...before I go without my PC for days or weeks2:03 PM KARISHMA BARPANDA: The CMOS battery exsist in the motherboard and it is not a customer replaceable part. 2:04 PM KARISHMA BARPANDA: You cannot see it. 2:04 PM Adam Colligan: So where on the motherboard is it?2:04 PM Adam Colligan: It's on the motherboard but it's invisible?2:04 PM Adam Colligan: Maybe it's under a piece of foam by the HDD indicator light? There aren't many places for it to hide2:05 PM KARISHMA BARPANDA: I would suggest you to sent the notebook in service repair, and if there will be any hardware issues, then HP technician will take care of it. 2:06 PM Adam Colligan: Please answer this question honestly for me. Is the location of the CMOS battery actually available to you? It's okay for you to say, "I don't know where it is, and I don't know how to find out where it is". But it seems like you are avoiding saying that.2:10 PM KARISHMA BARPANDA: Let me know are you facing any issues with the HP notebook right now ?2:11 PM Adam Colligan: Yes. Why won't you answer that question?2:24 PM KARISHMA BARPANDA: I would like to inform you that, the CMOS battery is not a customer replaceable part.2:24 PM Adam Colligan: What does that have to do with whether or not you know where it is?2:24 PM Adam Colligan: Is there some rule that you are not allowed to say "I don't know" ?2:24 PM KARISHMA BARPANDA: That is the reason, it is not shown in the manual.2:25 PM KARISHMA BARPANDA: That is the reason, it is not shown in the manual.2:25 PM KARISHMA BARPANDA: The CMOS battery can be replaced by the HP hardware engineers.2:26 PM KARISHMA BARPANDA: So, the CMOS battery can be replaced only in our service center.2:26 PM KARISHMA BARPANDA: Do you want to send your notebook for a free service to replace the CMOS battery ?2:26 PM Adam Colligan: I think we've established that. I am not asking you about how to replace it. I'm asking if you can find out where it is.2:26 PM Adam Colligan: It's perfectly alright if the answer is "I don't know", but I do expect that amount of honesty2:26 PM KARISHMA BARPANDA: No, it is not listed in the manual.2:27 PM KARISHMA BARPANDA: I can understand your concern.2:27 PM KARISHMA BARPANDA: As, it is not listed in the manual, let me know how can I assist you.2:28 PM Adam Colligan: So then the next question is: can I contact a technical support professional who can tell me where it is attached so that I can visually inspect it before committing to a service by mail?2:30 PM KARISHMA BARPANDA: This is the only technical support and you can contact our voice technical support. However, they will tell you the same thing, which I have told you.
5. I pay money to have the CMOS battery checked
Clearly, I wasn't inspired by that chat. Maybe the rep was just wrong about the hardware. More likely, it was just my own ignorance that kept me from finding the CMOS battery, and so I would benefit from a real technician checking it, maybe replacing it or telling me I really did need to send it to HP for service, and also looking at the main battery circuit.
A couple of hours and $54.13 in diagnostic fees later, I had my answer from the technicians. My main battery had a short in it and needed to be replaced. There is no dedicated CMOS / RTC battery on this motherboard. The clock and BIOS use main battery power, and it makes perfect sense that the main battery fault would therefore include symptoms normally associated with a simultaneous failure of a main battery and a dedicated CMOS battery in another computer. This PC is not unique in lacking a dedicated CMOS battery. I could buy a new main battery for around $55.
Obviously, I was now thoroughly upset at HP Support. With this clearly being a main battery issue and the main battery being easy for me to replace and covered by warranty, HP could just send me a new main battery. I wouldn't even care if they wanted to tell me that swapping it myself would void the rest of the warranty period -- better than going without my PC for weeks on end. Failing that, I would probably rather even pay the money for a new battery from a retailer rather than go through the stupidity of sending this PC in just to have the battery swapped out. But now I had already paid the equivalent of that new battery cost just to get the correct information about my hardware, solely because official HP Support had given me false information -- twice!
6. Second chat ("Justine")
Gist:
So I re-connected with technical support in the hope that something could be done to make the situation right. I briefly summarized the problem and gave the case number in the webform submission not shown. Make sure you're sitting down for this transcript and have either whisky or popcorn depending on whether you work for HP or not.
Note in particular at 5:28, where my soul tries to escape my body, and 6:00, where Justine accidentally states the whole issue without actually understanding.
Transcript:
Spoiler (Highlight to read)
5:10 PM Support session established with Justine.
5:10 PM Adam Colligan: Hi Justine
5:11 PM Justine: Thank you for contacting the HP Customer Support & Services. My name is Justine and I will be your chat support specialist today. Please give me a few minutes while I review your issue description details. NOTE: For security reasons, PLEASE DO NOT send credit card information via chat. Also, If you are using a mobile device (iPad, iPod, iPhone, etc....) and experience difficulties viewing the chat window, please initiate a new chat from a Windows or Mac computer or use a different browser for better compatibility.For DISCONNECTED or failed to reconnect, we keep records for all interactions feel free to initiate another chat.
5:11 PM Justine: May I have the phone number and e-mail address associated with your HP product?
5:11 PM Adam Colligan: [redacted]
5:12 PM Justine: In order for me to assist you better, can you please provide the Product and Serial number of the system that is having an issue.
5:13 PM Adam Colligan: Are the contents of the form I filled out not sent? The SN is [redacted] . This is a model G6T85UA
5:15 PM Justine: Thank you for verifying me those information, Adam. I have read your issue description and it seems like you need help in processing a replacement for your computer's battery, is that correct?
5:15 PM Adam Colligan: Yes.
5:16 PM Justine: I apologize for the inconvenience. I will do my best to help you resolve this issue.
5:19 PM Justine: Alright, regarding the incorrect information that our tech had provided you, what is that information again, Adam.
5:20 PM Adam Colligan: My own hunch was confirmed by an independent service center that I had to pay to diagnose this problem: this machine has no dedicated RTC/CMOS battery.
5:20 PM Justine: -
5:22 PM Justine: So the issue is that you went to a local tech and they are charging you for your battery replacement correct?
5:22 PM Adam Colligan: So I wasted both a day of work and over $50 because two technical support representatives told me in no uncertain terms that I was looking at symptoms of a CMOS battery fault. And I *now* face also having to double that money on a new battery unless you guys can make it right.
5:23 PM Adam Colligan: I paid for the diagnosis because they had to go in and determine that HP tech support was, for lack of a better phrase, full of it
5:23 PM Adam Colligan: I even have a hilarious piece of transcript: 2:02 PM Adam Colligan: Look, here is a theory. What if this PC does not have a separate CMOS battery, and it's been using power from the main battery to keep the clock and BIOS settings current? In that case, the symptoms might just be a result of poor seating of the main battery cable. To rule that out, I would like to confirm for a fact that a CMOS battery actually exists on this motherboard, and I'd like to see it with my own eyes.2:02 PM Adam Colligan: ...before I go without my PC for days or weeks2:03 PM KARISHMA BARPANDA: The CMOS battery exsist in the motherboard and it is not a customer replaceable part. 2:04 PM KARISHMA BARPANDA: You cannot see it.
5:25 PM Adam Colligan: I had even checked the x360 service manuals and compared them to other Envy models, since the CMOS / RTC battery is specified for the other ones. Hence this (apparently completely false) gem: KARISHMA BARPANDA: I would like to inform you that, the CMOS battery is not a customer replaceable part.2:24 PM Adam Colligan: What does that have to do with whether or not you know where it is?2:24 PM Adam Colligan: Is there some rule that you are not allowed to say "I don't know" ?2:24 PM KARISHMA BARPANDA: That is the reason, it is not shown in the manual.2:25 PM KARISHMA BARPANDA: That is the reason, it is not shown in the manual.2:25 PM KARISHMA BARPANDA: The CMOS battery can be replaced by the HP hardware engineers.
5:25 PM Adam Colligan: Apparently the truth is that it's not in the manual because *it doesn't exist*
5:27 PM Justine: I apologize about that, Adam. But to explain this properly, yes the CMOS battery is not a replaceable part. We do not ship CMOS batteries. But if you want, you can consult your local tech about it.
5:28 PM Justine: May I ask why do you want the CMOS battery to be replaced, Adam?
5:28 PM Adam Colligan: Oh my god.
5:28 PM Adam Colligan: You're going to have to just give me a moment here.
5:29 PM Justine: Okay Adam. Please take your time.
5:31 PM Adam Colligan: Before I explain again, let me just ask a question or two. Let's say that, hypothetically, HP Support thought that I needed to replace my CMOS/RTC battery. So I ship it off. Imagine that it arrives at the service center and the techs there discover that there is nothing wrong with the CMOS battery. Instead, they find that the main battery has a short in it and needs to be replaced. Would I have to pay for the replacement of the main battery?
5:32 PM Justine: Alright, first the repair process is that whatever that is we need to replace, we will. also, fortunately, your warranty covers the repair for this computer. We could send it for repair for you.
5:33 PM Justine: Whether the CMOS battery or the main battery, we will fix this computer like brand new for you.
5:34 PM Adam Colligan: And you're saying there is no charge for this?
5:35 PM Justine: Yes Adam.
5:36 PM Justine: It will be for free.
5:36 PM Justine: May I ask for your shipping address?
5:37 PM Adam Colligan: Wait; see, I don't want to do that yet. How long would the whole shipping and repair process take?
5:37 PM Adam Colligan: I've already been told that I have to go through the whole shipping nightmare even though I live right near an authorized service center
5:38 PM Justine: Okay, we will ship you a box with a return label within 2-3 business days, then the repair process would be 7-9 business days maximum. This is for us to make sure that everything will be checked and diagnosed so that when it comes back to you, it would be like brand new.
5:39 PM Justine: We could still send you the box if you want, the box would be active within 30 days, so you could decide when you want it to be dispatched.
5:40 PM Adam Colligan: See, and that's the problem: I might rather just buy a new battery for $53 rather than be without my main work machine for 2 weeks+.
5:40 PM Adam Colligan: And so here's what happened:
5:41 PM Justine: Well, if we send it for repair we can determine if it is really a CMOS issue or the main battery.
5:41 PM Justine: But it would depend on your decision, Adam.
5:44 PM Justine: Are you still there? I want to get your issue taken cared of today. Please respond if you are available to chat.
5:44 PM Adam Colligan: In order to make that choice, I needed to know whether this could really be a CMOS battery issue. If it were, then I would have no choice but to send it in, because that would mean replacing the motherboard (or at a minimum re-soldering to it...so probably replacing it). I would probably also have to spend the time before and after the shipment taking the thing apart myself and putting it back together again because I have my own RAM and my own SSD in there. And so I discussed my symptoms (which included a CMOS checksum error) with two technical support representatives. The initial one was going to take me through a BIOS upgrade attempt and informed me that if it did not resolve, it would need to be sent in for a CMOS battery replacement. I think I had already let him know that I had looked for it just to check if there was anything obviously wrong and couldn't find it, and I had wondered if there really was one.
5:46 PM Justine: Actually if it already gave a CMOS error, it is already that.
5:46 PM Adam Colligan: In the end I did upgrade the BIOS, but when it appeared to work afterward, it was a coincidence. The ticket was closed but I discovered quickly that the problem was still there. It appeared that maybe I had partially charged the CMOS battery and so just needed to try running the machine for several hours to see if it would recharge. When that failed, I contacted HP again, which is where those snippets of transcript come from
5:47 PM Connecting...
5:47 PM Connected. A support representative will be with you shortly.
5:47 PM Support session established with Justine.
5:47 PM Adam Colligan: Once again, I was assured that this really was or could be a CMOS battery issue. I specifically raised my concern that there might not even be a CMOS battery, which is why I tried to focus the conversation on getting the rep to tell me where it is. She very directly and repeatedly told me that it was there -- which meant that I had no choice between a long service and replacing the battery myself.
5:49 PM Justine: The issue is that the CMOS could have already failed so technically, even though it is physically there, the computer is not detecting it anymore. For this, since there is already an error with the CMOS, it should be replaced.
5:50 PM Adam Colligan: But between the fact that the reps had not sounded competent and the possibility that it might be worth it to replace the CMOS battery myself and void the warranty, I was still suspicious. And that's why I found myself spending $54.13 for a third party service provider to tell me what HP should have known all along. This machine does not have a separate CMOS battery. When the main battery fails -- as mine has -- it will cause all the symptoms of a main battery failure *plus* the symptoms of a CMOS battery failure, since *the main battery* powers this board's real-time clock and RAM environment memory
5:51 PM Justine: I could wait for your decision if you want to send it in for repair, Adam. I will still send you a box for the repair, that would be available for use within a month. It is still up for you to decide, Adam.
5:51 PM Adam Colligan: And now you're saying the same thing: that my CMOS checksum error (and also my clock resetting) means there is a problem with the CMOS / RTC battery.
5:51 PM Adam Colligan: Am I correct that that is what you are saying?
5:52 PM Justine: I highly suggest sending it for repair, really. In this case we could provide a proper explanation in your issue.
5:52 PM Adam Colligan: Are you or are you not telling me that I have a CMOS / RTC battery and that it might need to be replaced?
5:53 PM Justine: Every motherboard has a CMOS battery, yours have already failed so it needs to be replaced.
5:54 PM Adam Colligan: See, I think -- and the service center that just looked at it thinks -- that that statement is flat-out untrue.
5:54 PM Justine: You could replace it by yourself like what you want, but first, we do not ship CMOS batteries, and replacing it by yourself will jsut tamper the warranty.
5:55 PM Adam Colligan: And so the important question is: will HP give me a free main battery, which I can install myself without needing to send the computer off, if it turns out that you just became rep #3 to give me false information?
5:56 PM Justine: Actually, we cannot determine that without really having it physically here for further details and with sufficient tests. Our technicians will be testing it not just inside, but physically.
5:57 PM Adam Colligan: You don't need my computer in front of you in order to know whether or not this model *has* a CMOS battery. You are essentially swearing up and down that it has one. If you're wrong, then you've not only cost me the $54 I already spent but will also unnecessarily cost me two weeks+ without my computer
5:57 PM Justine: I apologize but we can only replace the battery if we have the computer in question, and we cannot do that without the error in the main battery itself.
5:57 PM Justine: Every computer has a CMOS battery, what I mean is that we have to perform tests on your computer physically to determine the real issue.
5:57 PM Justine: I apologize about that.
5:57 PM Adam Colligan: So I want to know: if it turns out that this model has no CMOS battery, will HP comp me a main battery in return for the time and money that it has already made me waste?
5:59 PM Justine: Actually, we can send you a box with a return label, so that you can decide. At this point we will just wait for your decision.
5:59 PM Justine: We will only replace or provide on the part that neede to be replaced.
6:00 PM Justine: The CMOS and the main battery has different roles, so we couldn't send you a main battery when it is a CMOS issue.
6:00 PM Justine: Is that okay?
6:00 PM Justine: May I ask for your shipping address please?
6:01 PM Adam Colligan: That. That last thing you said. That is the heart of the whole problem! If the CMOS battery doesn't exist, then you would *know* you could just send me a main battery?
6:01 PM Adam Colligan: As long as it's not costing me anything, sure, send me a stupid box. My address is [redacted]
6:02 PM Justine: If the CMOS battery doesn't exist, the main battery doesn't have anything to do with it. If it does not exist, we can send it for repair, since we do not send CMOS batteries. That is the only thing that we can do.
6:02 PM Justine: Alright, is there anything else I could help you with?
6:03 PM Adam Colligan: Oh lord. If the CMOS battery doesn't exist, then the main battery is the whole point, because it's the main battery that's supplying the power to the components that normally draw from the CMOS battery on most other systems.
6:03 PM Adam Colligan: Nope, there's nothing else. You've provided another great transcript for the file.
5:10 PM Support session established with Justine.5:10 PM Adam Colligan: Hi Justine5:11 PM Justine: Thank you for contacting the HP Customer Support & Services. My name is Justine and I will be your chat support specialist today. Please give me a few minutes while I review your issue description details. NOTE: For security reasons, PLEASE DO NOT send credit card information via chat. Also, If you are using a mobile device (iPad, iPod, iPhone, etc....) and experience difficulties viewing the chat window, please initiate a new chat from a Windows or Mac computer or use a different browser for better compatibility.For DISCONNECTED or failed to reconnect, we keep records for all interactions feel free to initiate another chat.5:11 PM Justine: May I have the phone number and e-mail address associated with your HP product?5:11 PM Adam Colligan: [redacted]5:12 PM Justine: In order for me to assist you better, can you please provide the Product and Serial number of the system that is having an issue.5:13 PM Adam Colligan: Are the contents of the form I filled out not sent? The SN is [redacted] . This is a model G6T85UA5:15 PM Justine: Thank you for verifying me those information, Adam. I have read your issue description and it seems like you need help in processing a replacement for your computer's battery, is that correct?5:15 PM Adam Colligan: Yes.5:16 PM Justine: I apologize for the inconvenience. I will do my best to help you resolve this issue.5:19 PM Justine: Alright, regarding the incorrect information that our tech had provided you, what is that information again, Adam.5:20 PM Adam Colligan: My own hunch was confirmed by an independent service center that I had to pay to diagnose this problem: this machine has no dedicated RTC/CMOS battery. 5:20 PM Justine: -5:22 PM Justine: So the issue is that you went to a local tech and they are charging you for your battery replacement correct?5:22 PM Adam Colligan: So I wasted both a day of work and over $50 because two technical support representatives told me in no uncertain terms that I was looking at symptoms of a CMOS battery fault. And I *now* face also having to double that money on a new battery unless you guys can make it right.5:23 PM Adam Colligan: I paid for the diagnosis because they had to go in and determine that HP tech support was, for lack of a better phrase, full of it5:23 PM Adam Colligan: I even have a hilarious piece of transcript: 2:02 PM Adam Colligan: Look, here is a theory. What if this PC does not have a separate CMOS battery, and it's been using power from the main battery to keep the clock and BIOS settings current? In that case, the symptoms might just be a result of poor seating of the main battery cable. To rule that out, I would like to confirm for a fact that a CMOS battery actually exists on this motherboard, and I'd like to see it with my own eyes.2:02 PM Adam Colligan: ...before I go without my PC for days or weeks2:03 PM KARISHMA BARPANDA: The CMOS battery exsist in the motherboard and it is not a customer replaceable part. 2:04 PM KARISHMA BARPANDA: You cannot see it. 5:25 PM Adam Colligan: I had even checked the x360 service manuals and compared them to other Envy models, since the CMOS / RTC battery is specified for the other ones. Hence this (apparently completely false) gem: KARISHMA BARPANDA: I would like to inform you that, the CMOS battery is not a customer replaceable part.2:24 PM Adam Colligan: What does that have to do with whether or not you know where it is?2:24 PM Adam Colligan: Is there some rule that you are not allowed to say "I don't know" ?2:24 PM KARISHMA BARPANDA: That is the reason, it is not shown in the manual.2:25 PM KARISHMA BARPANDA: That is the reason, it is not shown in the manual.2:25 PM KARISHMA BARPANDA: The CMOS battery can be replaced by the HP hardware engineers.5:25 PM Adam Colligan: Apparently the truth is that it's not in the manual because *it doesn't exist*5:27 PM Justine: I apologize about that, Adam. But to explain this properly, yes the CMOS battery is not a replaceable part. We do not ship CMOS batteries. But if you want, you can consult your local tech about it.5:28 PM Justine: May I ask why do you want the CMOS battery to be replaced, Adam?5:28 PM Adam Colligan: Oh my god.5:28 PM Adam Colligan: You're going to have to just give me a moment here.5:29 PM Justine: Okay Adam. Please take your time.5:31 PM Adam Colligan: Before I explain again, let me just ask a question or two. Let's say that, hypothetically, HP Support thought that I needed to replace my CMOS/RTC battery. So I ship it off. Imagine that it arrives at the service center and the techs there discover that there is nothing wrong with the CMOS battery. Instead, they find that the main battery has a short in it and needs to be replaced. Would I have to pay for the replacement of the main battery?5:32 PM Justine: Alright, first the repair process is that whatever that is we need to replace, we will. also, fortunately, your warranty covers the repair for this computer. We could send it for repair for you.5:33 PM Justine: Whether the CMOS battery or the main battery, we will fix this computer like brand new for you.5:34 PM Adam Colligan: And you're saying there is no charge for this?5:35 PM Justine: Yes Adam. 5:36 PM Justine: It will be for free.5:36 PM Justine: May I ask for your shipping address?5:37 PM Adam Colligan: Wait; see, I don't want to do that yet. How long would the whole shipping and repair process take?5:37 PM Adam Colligan: I've already been told that I have to go through the whole shipping nightmare even though I live right near an authorized service center5:38 PM Justine: Okay, we will ship you a box with a return label within 2-3 business days, then the repair process would be 7-9 business days maximum. This is for us to make sure that everything will be checked and diagnosed so that when it comes back to you, it would be like brand new.5:39 PM Justine: We could still send you the box if you want, the box would be active within 30 days, so you could decide when you want it to be dispatched.5:40 PM Adam Colligan: See, and that's the problem: I might rather just buy a new battery for $53 rather than be without my main work machine for 2 weeks+. 5:40 PM Adam Colligan: And so here's what happened:5:41 PM Justine: Well, if we send it for repair we can determine if it is really a CMOS issue or the main battery.5:41 PM Justine: But it would depend on your decision, Adam.5:44 PM Justine: Are you still there? I want to get your issue taken cared of today. Please respond if you are available to chat.5:44 PM Adam Colligan: In order to make that choice, I needed to know whether this could really be a CMOS battery issue. If it were, then I would have no choice but to send it in, because that would mean replacing the motherboard (or at a minimum re-soldering to it...so probably replacing it). I would probably also have to spend the time before and after the shipment taking the thing apart myself and putting it back together again because I have my own RAM and my own SSD in there. And so I discussed my symptoms (which included a CMOS checksum error) with two technical support representatives. The initial one was going to take me through a BIOS upgrade attempt and informed me that if it did not resolve, it would need to be sent in for a CMOS battery replacement. I think I had already let him know that I had looked for it just to check if there was anything obviously wrong and couldn't find it, and I had wondered if there really was one.5:46 PM Justine: Actually if it already gave a CMOS error, it is already that.5:46 PM Adam Colligan: In the end I did upgrade the BIOS, but when it appeared to work afterward, it was a coincidence. The ticket was closed but I discovered quickly that the problem was still there. It appeared that maybe I had partially charged the CMOS battery and so just needed to try running the machine for several hours to see if it would recharge. When that failed, I contacted HP again, which is where those snippets of transcript come from5:47 PM Connecting...5:47 PM Connected. A support representative will be with you shortly.5:47 PM Support session established with Justine.5:47 PM Adam Colligan: Once again, I was assured that this really was or could be a CMOS battery issue. I specifically raised my concern that there might not even be a CMOS battery, which is why I tried to focus the conversation on getting the rep to tell me where it is. She very directly and repeatedly told me that it was there -- which meant that I had no choice between a long service and replacing the battery myself.5:49 PM Justine: The issue is that the CMOS could have already failed so technically, even though it is physically there, the computer is not detecting it anymore. For this, since there is already an error with the CMOS, it should be replaced.5:50 PM Adam Colligan: But between the fact that the reps had not sounded competent and the possibility that it might be worth it to replace the CMOS battery myself and void the warranty, I was still suspicious. And that's why I found myself spending $54.13 for a third party service provider to tell me what HP should have known all along. This machine does not have a separate CMOS battery. When the main battery fails -- as mine has -- it will cause all the symptoms of a main battery failure *plus* the symptoms of a CMOS battery failure, since *the main battery* powers this board's real-time clock and RAM environment memory5:51 PM Justine: I could wait for your decision if you want to send it in for repair, Adam. I will still send you a box for the repair, that would be available for use within a month. It is still up for you to decide, Adam.5:51 PM Adam Colligan: And now you're saying the same thing: that my CMOS checksum error (and also my clock resetting) means there is a problem with the CMOS / RTC battery.5:51 PM Adam Colligan: Am I correct that that is what you are saying?5:52 PM Justine: I highly suggest sending it for repair, really. In this case we could provide a proper explanation in your issue.5:52 PM Adam Colligan: Are you or are you not telling me that I have a CMOS / RTC battery and that it might need to be replaced?5:53 PM Justine: Every motherboard has a CMOS battery, yours have already failed so it needs to be replaced.5:54 PM Adam Colligan: See, I think -- and the service center that just looked at it thinks -- that that statement is flat-out untrue. 5:54 PM Justine: You could replace it by yourself like what you want, but first, we do not ship CMOS batteries, and replacing it by yourself will jsut tamper the warranty.5:55 PM Adam Colligan: And so the important question is: will HP give me a free main battery, which I can install myself without needing to send the computer off, if it turns out that you just became rep #3 to give me false information?5:56 PM Justine: Actually, we cannot determine that without really having it physically here for further details and with sufficient tests. Our technicians will be testing it not just inside, but physically. 5:57 PM Adam Colligan: You don't need my computer in front of you in order to know whether or not this model *has* a CMOS battery. You are essentially swearing up and down that it has one. If you're wrong, then you've not only cost me the $54 I already spent but will also unnecessarily cost me two weeks+ without my computer5:57 PM Justine: I apologize but we can only replace the battery if we have the computer in question, and we cannot do that without the error in the main battery itself.5:57 PM Justine: Every computer has a CMOS battery, what I mean is that we have to perform tests on your computer physically to determine the real issue.5:57 PM Justine: I apologize about that.5:57 PM Adam Colligan: So I want to know: if it turns out that this model has no CMOS battery, will HP comp me a main battery in return for the time and money that it has already made me waste? 5:59 PM Justine: Actually, we can send you a box with a return label, so that you can decide. At this point we will just wait for your decision.5:59 PM Justine: We will only replace or provide on the part that neede to be replaced.6:00 PM Justine: The CMOS and the main battery has different roles, so we couldn't send you a main battery when it is a CMOS issue.6:00 PM Justine: Is that okay?6:00 PM Justine: May I ask for your shipping address please?6:01 PM Adam Colligan: That. That last thing you said. That is the heart of the whole problem! If the CMOS battery doesn't exist, then you would *know* you could just send me a main battery? 6:01 PM Adam Colligan: As long as it's not costing me anything, sure, send me a stupid box. My address is [redacted]6:02 PM Justine: If the CMOS battery doesn't exist, the main battery doesn't have anything to do with it. If it does not exist, we can send it for repair, since we do not send CMOS batteries. That is the only thing that we can do.6:02 PM Justine: Alright, is there anything else I could help you with?6:03 PM Adam Colligan: Oh lord. If the CMOS battery doesn't exist, then the main battery is the whole point, because it's the main battery that's supplying the power to the components that normally draw from the CMOS battery on most other systems.6:03 PM Adam Colligan: Nope, there's nothing else. You've provided another great transcript for the file.
7. In desperation, I try in vain to attract @HPSupport's attention on Twitter
Spoiler (Highlight to read)
@adamcolligan
6:20 PM - 13 Apr 2015
(1/3) Hey @HPSupport : would you make a wager with me? The question: whether 3 separate HP reps cost me $54.13 + 8 hrs' work with false info
@HPSupport (2/3) If I'm right, you send me a new battery for my x360-15t and say you're super sorry on your twitter feed. If I'm wrong...
@HPSupport then I guess no hilarious Reddit thread with support transcripts, and I'll spend like $1m on 2ml of your official ink. Deal?
@HPSupport (4/3) It's easy to resolve. Alls you have to do is know, and I mean *know*: "Does the G6T85UA have a dedicated RTC/CMOS battery?"
@adamcolligan6:20 PM - 13 Apr 2015(1/3) Hey @HPSupport : would you make a wager with me? The question: whether 3 separate HP reps cost me $54.13 + 8 hrs' work with false info@HPSupport (2/3) If I'm right, you send me a new battery for my x360-15t and say you're super sorry on your twitter feed. If I'm wrong...@HPSupport then I guess no hilarious Reddit thread with support transcripts, and I'll spend like $1m on 2ml of your official ink. Deal?@HPSupport (4/3) It's easy to resolve. Alls you have to do is know, and I mean *know*: "Does the G6T85UA have a dedicated RTC/CMOS battery?"
No response; not sure if I expected one or not.Update time! I know you've been dying to know how this has been turning out.
I provided all the requested information in response to the private message from HP staff. Nothing ever came of it; as far as I can tell, no real human being ever attempted to contact me after being "forwarded" the details of the case.
Three days after I tweeted at them, @HPSupport sent me a series of public replies. In essence, they told me to abandon useless post-sales technical support and get information from HP Sales.
Adam Colligan @AdamColligan · Apr 13
(1/3) Hey @HPSupport : would you make a wager with me? The question: whether 3 separate HP reps cost me $54.13 + 8 hrs' work with false info
Adam Colligan @AdamColligan · Apr 13
@HPSupport (2/3) If I'm right, you send me a new battery for my x360-15t and say you're super sorry on your
Adam Colligan @AdamColligan · Apr 13
@HPSupport then I guess no hilarious Reddit thread with support transcripts, and I'll spend like $1m on 2ml of your official ink. Deal?
Adam Colligan @AdamColligan · Apr 13
@HPSupport (4/3) It's easy to resolve. Alls you have to do is know, and I mean *know*: "Does the G6T85UA have a dedicated RTC/CMOS battery?"
Adam Colligan @AdamColligan Apr 13
@HPSupport No but seriously. Does the HP Envy x360 have a dedicated RTC / CMOS battery or not?
HP Support @HPSupport Apr 16
@AdamColligan Hello Adam, Eddie here. Saw your tweet. Our Product Information team will be able to assist with your inquiry. Dial:.. ^HPCare
HP Support @HPSupport Apr 16
@AdamColligan 1800-752-0900. Follow prompts for “product information”. If you prefer email click this link http://ow.ly/HYnHT .. ^HPCare
HP Support @HPSupport Apr 16
@AdamColligan Once there be sure to choose "Contact an HP sales specialist" as your subject. Let me know if you require further... ^HPCare
HP Support @HPSupport Apr 16
@AdamColligan information and/or assistance. Have an awesome day! Thanks! ^HPCare
Now, being the exhaustive give-it-a-try kind of guy that I am, I tried *both* the phone and the email path to support. I may have been told once on the phone to try the email, but it's hard to even remember at the moment. I'll just paste the email outcome here.
Me (into the webform):
HP reps have directed me to contact sales support after others in the company were unable to help with a technical product question. I need to know whether the HP Envy x360 model G6T85UA (should be board 780958-501 and main battery 760944-421) has a dedicated CMOS/RTC battery. If it does, I need to know *where* it is connected to the board. This is a fairly urgent issue for me implicating a disconnect or swap-out of the main battery while AC power is not being supplied.
HP:
Dear Adam,
Thank you for contacting the hp.com Sales Center.
I understand the you are still seeking resolution for your technical concern and I’m sorry to hear that this remains unresolved.
I'm very sorry, but our email sales team does not handle technical or product support concerns. We can only handles sales inquiries pertaining to orders placed in our store.
HP Technical Support will be able to provide you with service and support for hardware, software, and parts replacement of HP products that are still covered under warranty.
I strongly suggest that you contact the HP Technical Support Team since your matter requires technical expertise. HP Technical Support can best assist you and can be reached 24 hours a day at: http://www.hp.com/contacthp
Below is step by step guide how to obtain the webform/online form:
1. Please copy and paste this link http://www.hp.com/contacthp into a new browser.
2. Please enter your model number in the "Enter my model number" search field provided then hit the "Find my product" button to generate the result.
3. Select the correct product from the search results.
4. On the next page wait for a few seconds to load the webform.
5. Scroll down to find the webform.
5. Complete the webform then hit the "Submit" button.
6. After you fill out the online form, you will receive a Technical Support case number. You will also be able to engage with a Tech Support product specialist either by chat or they will give you a call at your earliest convenience.
By the way, I have seen a link which might help you with this concern. Here's the link:
http://partsurfer.hp.com/Search.aspx?SearchText=G6T85UA
The link shows the the HP ENVY 15-U011DX X360 CONVERTIBLE PC (ENERGY STAR) has the 780958-501 motherboard but has a different battery. It doesn't show also the RTC Battery and where you can find it. Please contact our HP Technical Support for other information.
I hope this information has been of assistance to you, Adam. Please reply to this message if there is anything further we can do. For your convenience, you may also call the HP.com Sales Center directly at 1-888-222-0029 between 7:00 AM - 2:00 AM EST, seven days a week.
Customer Satisfaction is our store’s top priority. Please tell us about your email experience today. To participate, please click on our Customer Satisfaction Survey link below.
Thank you for choosing HP. We appreciate your business.
Regards,
Regine G.
Oh dear. So technical support doesn't have technical information about HP machines, and sales support doesn't answer technical questions about HP machines and refers you to technical support. Brilliant. But by this time, I of course knew better than to actually *believe* what someone was telling me, so I used the sales phone number instead.
The sales guy was super eager to help, especially since I framed this as a problem of future use. I work on disaster vulnerability issues. If I buy Envy x360 15ts and use them in a place where there isn't AC power for a while, can I swap spare batteries into them without screwing up the BIOS and real-time clock settings?
He put me on hold two or three times for what I was led to believe were very thorough attempts to get me a totally definitive answer. And this is what someone eventually told him to tell me. All HP machines ship with CMOS batteries.
So I must have been mistaken all along, right? The CMOS battery must have stopped working at the same time as the main battery. It must just be that neither I nor my local repair shop could find my CMOS battery because we all have the wrong prescriptions on our glasses and contact lenses. Well, there's just one small issue with getting to that conclusion: what HP told me about my machine was, once again, totally false.
How do I know? Because I still didn't believe HP, and rather than shipping my compter off for weeks in the big padded box, I ordered a new main battery for a total of just over $60. I swapped it. Guess what happened, HP? If you guessed, "every aspect of the problem instantly resolved, because there never was a CMOS/RTC battery in this machine in the first place", you would win a gold star. But I'm assuming you'd also lose your job, because this particular piece of information has somehow been banished and outlawed from the minds of HP employees and contractors.
I wonder: would anybody at HP be interested in apologizing to me, much less in finding a way to make up for the $115+ I've lost because nobody at any stage to this point has been willing to act like a human being?
BUT WAIT, THERE'S GREAT NEWS
I shouldn't make it seem through this thread that HP totally lacks competence and doesn't care about me at all. Because within two hours of receiving the email from HP Sales telling me that they weren't going to do anything about my problem, I started receiving advertising email blasts full of great offers and promotions about buying a new HP laptop and other great products! Yay! I guess I'm not invisible after all. And I'm sure if I bought *more* stuff from HP, they would take care of me then. Right? -
Scroll bar navigation w/mouse very erratic - not good
Doing the kind of work we do, we navigate around imagery @ high magnifications using the scroll bars on the bottom and right side of a floating image window. I just discovered that this single-click-moves-one-screen view behavior that we have grown to depend on in every previous version of PS is broken/erratic/not reliable at all in CS6.
On my pc I'm using a Logitech G500 gaming mouse with programmable sensitivity, so I thought that might be the problem. But my coworkers (we have 5 additional CS6 installs at the moment, all up to date) using standard Dell mice are encountering the exact same problem - if you do not tap the left click with just the right pressure the screen will advance TWO places - or sometimes not at all. A normal mouse click will advance the screen two places. My pc has a different video card that the rest as well, and I've tried the basic, normal advanced and no GPU support NO change in this behavior.
This is a real deal breaker AFA getting CS6 integrated into our shop. I can grudgingly put up with some of the pointless UI changes made in this version, but to have such a basic and essential navigation tool busted 'out of the box' on 6 different computers is totally unacceptable.
Any help would be appreciated...Sorry, didn't see your thread until now.
If you click on a scroll bar in Photoshop CS6 it will immediately repeat without waiting the normal amount of time before repeating, which yields multiple page scrolls.
This seems to be a departure from more or less standard UI behavior of the past, where there is a slight delay before the repeat starts - though Photoshop isn't the only application to do it (Internet Explorer is another offender). It's been known since Photoshop CS6 was first released. I believe it may even have been reported in the public beta. I wouldn't bet that this isn't the intended behavior.
A workaround is to click the mouse right next to the scroll thumb, which will result in a one page scroll operation.
Note: It may be that a configurable delay value somewhere in the system is affecting the timing. I have purposefully shortened several delays on my system to make it more responsive, so what I'm seeing may not be what people see in the general case.
-Noel
P.S., I can pretty consistently reproduce the problem where it won't scroll at all by clicking in the scroll bar (causing a page scroll), then clicking again soon thereafter.
P.P.S., I just re-tested: I can reproduce the expected behavior, including a short (near half second) initial delay and consistent response to clicking with Photoshop CS5 on this same system. Photoshop CS6 definitely degrades the scrolling experience.
Maybe you are looking for
-
Oct 10, 2011 2:13 PM I downoland game Zombi Farma for free but I paid 239 dkk. Here is answer from The Play Forge:
-
I recently Did a windows update to install Internet explorer 9. When my Computer Restarted, I opened Mozilla, because it is my preferred Browser, and pages such as the ones stated above started loading with just text with no layout. I cleared the cac
-
Copy SO price value into PO price condition values
Dear SAP Experts, My client looking for third party ordering scenario where sales order pricing must forwarded to PO pricing condition value. Sales order has price components like gross price, freight, tax, commission. Most of SO price components val
-
What can I do in Adobe that I can't in FCPX? + Why does FCPX have a bad reputation
Somewhere else, I was told that disgruntled Apple users where going to Adobe and leaving FCPX Why is this? What can be done in the Adobe suite of programs that isn't handled well in FCPX? Is FCPX an all in one solution? Does it allow me to do everyth
-
I'm trying to install CS6 and I keep getting insufficient disk space.
I'm trying to install CS6 and I keep getting insufficient disk space It tells me the C: drive doesn't have enough space but I'm trying to install it on the D: which has terabytes of space.