Snapping is a nightmare
Forgive me if there is a thread about this already, I looked and couldn't find one.
I'm having real problems with my snapping. When I drag an item up to snap to another one it appears to snap onto it. but when I zoom in it's always a fraction off.
If I then try to type the exact x/y value into the Transform palette e.g. x:100 y:100 it then resets itself to something like x: 100.002 y: 100.16 WHY???
I DON'T have align to pixel grid on.
I use Illustrator for detailed precise artworks which then get output to machinery for product design and label cutting so I need it to be accurate. Other forums on the web show other people having the same issue so what's up??
Is this an Illustrator bug or something I'm doing wrong?
Thanks
Using CS5.5
The problem is that Graphic Design spans everything from Artistic Illustration through to product production graphics.
I understand the 'Illustration' vs 'CAD' argument and Adobe maybe shouldn't be trying to make a tool which is 'all things to all men' (or women!), but the reality is that many of us out there have roles like mine which span both of these areas.
One day I'll be using AI for creating the product's logo and illustrating brochures, the next I'll be creating the CAD artworks and cutterguides for pad printing or labels for the product. The latter requires greater accuracy than the former.
Yes I could use a different package e.g. AutoCad, but the point of posting here is to show Adobe where the gaps are so their programs can be improved and we won't move away from their product. Also I enjoy working between programs in the Creative Suite.
Besides, again like many other people in the Design Industry, we already work across many programs (Before posting I counted 12 that I use!) and really don't want another tool when AI is so close!
Maybe there should be 'AdobeCAD' to sit alongside AI then????
Any thoughts?
Thanks
C
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Your User / Library / Preferences / com.apple.logic.express.plist
It could be that you have the preference that Logic loads last loaded project? Maybe the project is corrupt? Try moving the project folder to a different location.
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Guide and grid snapping going crazy - help!
I'm having real problems when snapping bezier paths to guides and grids. As you can see in the video, it seems to snap to SOMETHING, but not the grid or guide, it's driving me crazy. Even more annoying, sometimes it works perfectly. Anyone know what the heck is going on? I have turned off the "new" snapping feature and just checked "snap to guides" in the VIEW menu.
After Effects CC 2014 (latest)
OSX 10.9.5
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Please help, I'm on a huge project that is pure shape layers, and not being able to snap to guides is a nightmare.
Thanks!
Rory.Sorry, I cannot replicate your issue. I've tried having 8 shapes and masks and switching the pixel aspect ratio conversion on and off and switching the grid on and off and switching guides on and off and switching all of the snap functions in and out in various combinations.
A very long time ago, when grids were new, I had changed the color of the grid to white. when I started working on a white layer later in the project I was freaked out that the grid had malfunctioned but it had simply been made invisible by the user. I spent hours on the After Effects AOL forum before I figured it out. This is not related to your problem, clearly, but these things are often less weird than they seem. -
Hi all, first time posting but this site has helped me several times in the past so thank you for that,
Having an absolute nightmare with an external drive. I've got a Hitachi Touro Pro 4TB USB 3.0 that recently had some trouble with the power supply, over the last couple days the hard drive wouldn't power on if the power cable was hanging the wrong way off of the plug (if that makes sense), haven't had time to get a new power supply so have been dealing with it the last couple of days until I can get a new one.
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Have others experienced a nightmare in signing up for 3 computers on Creative Cloud?
Have others experienced a ridiculous nightmare, wanting to register 3 computers for Creative Cloud? I signed up for TWO subscriptions. Spoke to supporton the phone to do this. Got all signed up on my Adobe ID.... and have been charged for the second month now.
I only just realized that I couldn't use Photoshop on my laptop, because I have "exceeded my limit" of reigstered devices. ON the phone with support, obviously in India, I spun my wheels, and spent an inordinate amount fo time, trying to figure out how to fix the issue... with the agent we couldn't even figure out how to FIND my two serial numbers on the computers, to determine which computer was registered with which computer.
After more than an hour of this, and the agent consulting his senior manager, he comes back on the line and informs me that I cannot register two subscriptions on one Adobe ID and email!!!
Then I insist on speaking with the manager. He tells me the same. I say why then did they even ACCEPT my two subscriptions on my ONE Adobe ID and email?? When I go to MY ADOBE account, it clearly shows the two orders, and the two subscriptions... and on my singel Adobe ID and email.
This is clearly ridiculous.
The manager has now asked me for 48 hours, for him to "discover who gave me the misinformation and when". I told him that that is their internal issue. I could care less about WHO and WHEN. I only care about this issue being resolved, and as quickly as possible. I will also insist on a refudn of the two months charged for a second subscription that was fraudulently accepted.
Has anyone else experienced this story, wanting to register for 3 computers (or more)? What was your coutcome?
Adobe needs to fix this.Just wondering why you didn't take the Creative Cloud for Teams route, rather than take out two subscriptions. But do you the Application Manager installed on each machine? If so, that should show who is signed in on each computer. It sounds like the same user is signed on with all three computers, in which case sign out from the one with out your apps installed on, and sign in again using the other subscription ID.
If this proves problematic, uninstall the Application manager from the third machine, and sign in on the Adobe CC site with the new ID and start from scratch.
But surely it would be better to sort out the mess you are in, and swap your two subscriptions for a 'Team Subscription'. Go ask in the Creatice Cloud Forum, and make it clear in the thread subject window that you need help from an Adobe staff member. We frequently see Adobe staff step in on these forums, to fix complicated issues.
http://forums.adobe.com/community/creative_cloud -
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Vista X64 Drive Management Snap-In Error with SD Cards
I have someone with an W700, 2752-3KG, running Vista X64, raid 1 configuration with factory image. The system also has a VM with XPP X86 in case it proves relevant.
Everything works like a dream, except for one thing which has got us completely stumped. When an SD card is inserted it is recognized as new hardware as expected. There is no autorun, i.e. Open folder / play music window, as this was disabled when the VM was set up. In drive management the SD card will be shown, but alas not assigned a drive letter. Any attempt to assign a drive letter results in the following message; (translated from German to English using translate.google.com)
"The operation could not be completed because the view
of the Disk Management snap-ins is not current. Refresh your view with the
update task. If the problem persists, close the Disk Management snap-in, and
then restart the Disk Management snap-in or the computer."
[Original screenshot attached 203KB]
The usual routine of updating / rolling back of drivers, uninstalling the hardware etc. etc has been tried to no avail.
The SD cards work fine on other TPs including W700s with Vista X64, X86 and XPP X86, they also work fine on this system when using an USB card reader
What hasn't been tried is running a recovery to another hdd. As the system is used daily this would mean blowing part of a weekend. And if a weekend is going to be partly blown, then I'd rather blow it completely and reinstall everything from scratch which would be a shame because, as previously stated, everything else is running 110%.
Has anyone experienced similar? Any ideas? I've searched MS thoroughly without finding anything
Thanks in advance
Edit; Typo
Message Edited by andyP on 04-20-2009 10:10 PM
Andy ______________________________________
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Attachments:
snapinerror.jpg 204 KBYou may want to try a few different SD cards, there are apparently some which do not play well with Vista.
Personally I haven't had any issues with a 2GB SanDisk SD card running as ReadyBoost in an X61 under Vista Ultimate x64.
Cheers,
Bill
I don't work for Lenovo -
I have had a reinstall nightmare getting my loops back they are in the apple library, I can access them through the media browser but I only have a few available through the loop browser, how do I get them all back there again? please help
"Where do I find my hundreds of dollars of downloads I have done since 2005?"
They will only be where you put them If you are doing the very basics, then they will be on your computer and they will be in your backup copy of your computer.
The itunes store is not global at all, never has been. You cannot redownload your content from another country. You can only use the countrys itunes store for the country that you are physically located. -
Stretching image to snap to preestablished paths or guides.
Hi, everyone.
I have an important task at hand and don't know how to do it in Photoshop. I hope my explanation will make sense. Here is my situation:
I have an existing image that I must stretch (using whatever tools are best for this) so that this image assumes the shape or contour of some pre-existing guides I will scan into Photoshop. Just imagine, for the sake of simplicity, that I have an image with 6 circles. The circles are orange inside and red outside. This image has been brought into Photoshop with a digital camera. I also have oval or elliptical contours on a printed book that I must scan and convert to a path or guides. The oval or elliptical contours are also 6 in number and laid side by side just like the circles. Here are the questions I have:
1. What is the best way to bring these elliptical shapes into Photoshop ? How can I transform them into guides or paths so that I can stretch the circles and have them snap to the elliptical guides to match their shape ?
2. Can an image snap to a guide located on a separate layer ? In other words, if I place the scanned elliptical shapes on a different layer, will I be able to stretch the circles so that they snap to these elliptical guides ?
3. As I stretch the circles to transform them into ellipses I need the transition from borders between the circles (orange) and background (red) to maintain their appearance (the transition is a somewhat smooth graduation and not a harsh one. What is the best tool for this job ?
4. I need the elliptical shapes to be connected but also individually manipulated. In other words, if necessary I need to be able to scale all elliptical shapes together so each maintains its proportion to all others. However, I also need to be able to scale individual ellipses while others adjust. In case I increase the width of ellipse 2 I need ellipse 1 and 3 to decreased their widths to accommodate this change. I hope this makes sense.
I would appreciate it if you could share your experience and suggest what you think is the best way to address this task.
Thank you in advance,
Joe.Instead of trying to crop and use the Ken Burn's effect. Have you tried to choose the "Fit" option? Or you can try this option will might allow you to export it out as a "landscape" image which hopefully will be what you're looking for.
Click the crop button and then click the button that says “Allow Black.” Now you can adjust the size and position of the green box to choose the new dimensions of your video.
To finish up, choose Export movie. HD 720p (1280 x 720) will preserve the original quality as much as possible. If that works, you can try to re import the video back into iMovie and see if that solves the problem. Hopefully that works.
Phone images can suck some times. -
NIghtmare - Brand new S230u from major retailer: Lenovo says warranty expired
I just purchased a new (sealed) Lenovo S230u factory box with security tape on both ends unopened, with no additional tape, from a major online retailer that also have physical stores in selected States.
It is a refurnished machine, according to the major retailer website, it has 90 days warranty from Lenovo with Levono phone number etc. Having bought several 1000+ Thinkpad and 3000 desktop from IBM, with the *very good* price offered and manufacture warranty, I am willing for the first time to try out the Thinkpads after it is owned by a Chinese company Lenovo. I had been very skeptical whether the Chinese company Lenovo would provide the same level of support as IBM. And this is where the nightmare begins.
I called and checked with the online retailer and they had a few hundred machines but I bought one of the last one they have in stock since it went to SOLD OUT within hours. I confirmed with them they are factory refurnished machines and they had hundreds of them. With the low price and short warranty, I made sure I have the ability to purchase extended warranty and went to Levono online chat for warranty to confirm how much it would cost to buy extended warranty and that shipping for any needed service is free BOTH ways. My last machine was HP and I loved how they provided two way free shipping and excellent technical support service. HP helped me fix an unexpected motherboard issue, deemed manufacturer’s defect and replaced it for free. No way I am buying any laptop with worse off warranty for a cheap price. The agent confirmed that I will be able to buy extended warranty with 2-way free shipping but need to receive the machine and give them the serial no. for a quote.
I felt safe, guaranteed by BOTH the online retailer and Lenovo and went ahead with my purchase.
Having read online discussions, I am very cautious to buy refurnished machines sold on eBay, non-major retailers that may switch off parts and discredit the warranty. I still checked that machine came with security tape sealed on both ends, nothing was altered.
However, when I started using the machine, I realized that it said my warranty expired! I called Levono immediately and the first agent gave me the lenovo_pop email address to send in my warranty and told me they can update and extend it for a year - I thought WOW, great if it is one year. I had tech issues as I performed a series of windows, lenovo, microsoft updates randomly, and getting some registry error message and wanted tech support to guide me quickly to restore to factory condition but the request was denied because warranty expired! Furthermore, he said they do NOT honor any warranty of refurnished machine NOT sold by lenovo.com! WHAT??? That is NOT what they informed me from online support BEFORE i purchased the machine!! And if my warranty end date is AFTER the day I called, they could have easily helped me? The machine expired 1/14/2014 (a year from manufacturer’s date) and I bought it beginning of Feb 2014. Oh great, I guess the few hundred customers that bought the same machine a few weeks before me won’t have this problem as I bought the last few machines – no wonder the cheap price for a wonderful laptop.
This issue was stretched out for weeks! With my case no. CLOSED – reason: no customer contact, when I was waiting for the agent who promised to call me back AFTER I emailed to Lenovo my proof of purchase twice to different emails - yet no one called. An agent then told me new info saying that the major retailer should be responsible to contact Lenovo. Then another agent said they don't honor any third party refurnished machine, even major retailers!! Another case no. opened and a supervisor escalated to a different Lenovo team with screen captures of links to retailer product page, warranty info, as well as my conversation with the Lenovo rep, yet I still receive no resolution 10 days after. This is night and day experience compared to previous IBM or HP experience I had. All contradicting info and the customer penalized.
With the major retailer, I have escalated the issue twice to supervisors, yet the Lenovo closed the first case no. when Lenovo supposed to call me back and the retailer couldn't do much while I still didnt' hear back from the second supervisor but they extended my 14 days return policy to 30 days. Their name not mentioned yet, because unlike Levono, the low level support person called me daily to follow up while I have been chasing after Lenovo every few days and know it would be ignored if I don’t keep pushing it.
This is madness, and if for the diligent cautious buyer I am, this is what I go through from a major online retailer, I can not imagine what a normal buyer would go through. Loyal customers should NOT be the ones who pays for this.
I sincerely hope something can be resolved within a day before my extended return date expired and a senior forum administrator can help me. If not, at least loyal and potential customers would know that things like this could happen and consider this before you buy a refurbished levono anywhere other than Lenovo, and you can be the judge whether Lenovo and it’s policies are worth supporting.
To be honest, I loved IBM, I love my new laptop and I just want the technical support I deserve to check on some potential driver issue and windows 8.1 upgrade support. I want to be able to perhaps buy the extended warranty that was promised. The peace of mind. Now I even have doubt about the company and whether to spend extra money for protection that does not protect customers! To be fair, 90% of the many agents/supervisor I talked to have been professional and helpful which made the process tolerable. The reason I waited so long to post this message on a public forum. It just seems like their system, policies and communication between departments are ridiculous and customers are penalized for it. If you don’t honor ANY third party refurbished warranty - deal with your wholesale agents, retailers, don't sell new or refurbished machines to them. Your loyal customers should NOT be penalized for it and make sure that customers are well informed if they do simple research! Information across departments should be consistent. And the supervisors of the departments should be able to honor and fix a mistake related to wrong info (if it was wrong) provided by another Lenovo department and handle things in a TIMELY manner. I should not have to spent over 15 hours on this for nearly a month! This is NOT what I expect from a top computer company in the US market. Something needs to be done so other loyal customers do not have to go through this and also ensure that customers who support Lenovo would NOT fall into traps of dishonest merchants.wabibi,
Thanks for the additional details via private message. My apologies for the troubles you have had so far - let's look into the situation and see what can be done to help you get this resolved.
Best regards,
Mark
ThinkPads: S30, T43, X60t, X1, W700ds, IdeaPad Y710, IdeaCentre: A300, IdeaPad K1
Mark Hopkins
Program Manager, Lenovo Social Media (Services)
twitter @lenovoforums
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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? -
How to change default DC that AD snap-in connects to
I installed RSAT tools on a Windows 7 VM. Every time I open Active Directory it connects to the DC that is geographically the farthest away -- across the country!!! MAKES SOOOOOOOOO MUCH SENSE. How can I configure the snap-in to connect to something more
practical? Like the DC on the same network as the RSAT management computer?? Getting livid by the fact I need to google simple things like this lately...........
OK. I reluctantly went to GOOGLE again and found this: http://support.microsoft.com/kb/214676.
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sd'fgfsd;g nslrdkjgnlskfjdbz 'fd
vsdf
sdf sdf sdf;gb s
df
AHHHHHHHHHHHHHHHHhhh!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!You need to define sites and subnets in Active Directory to control the selection of DCs for authentication, replication and the DC being automatically used by ADUC.
http://technet.microsoft.com/en-us/library/cc754697.aspx
Run the following command on your machine where you trying to run ADUC from, it will report the site it will select a DC from:
nltest /dsgetsite
Enfo Zipper
Christoffer Andersson – Principal Advisor
http://blogs.chrisse.se - Directory Services Blog -
Adobe Photoshop Touch: Disable snapping in when moving pictures and text
Hallo,
I really have to disable that snap in when I move imported pictures or text in a file in Adobe Photoshop Touch but. I didn't find a feature yet to disable it.
Can you help me please?
Thank you.
schokomuellerFor either importing images or adding text, there's a magnet icon with a checkmark in the options box; tap it to disable snapping.
-
Snap ids to generate performance report
Hi,
I have a basic idea on statspack, and implementing this first time, looking for your help to generate statspack report.
scenario is this :-
we have to do a performance testing during bulk loading which happens daily at night for 1 hour.
i have sheduled a job to generate snaps on every interval of 15 min say :-
NAME SNAP_ID Date/Time
oracle 4 13.11.2006:08:45:00
oracle 1 13.11.2006:08:00:00
oracle 2 13.11.2006:08:15:00
oracle 3 13.11.2006:08:30:00
suppose at 08:00 there is no loading so i am considering this as a baseline snap ,
so, which snap ids i have to include to generate various performance report (like sp_1_2,sp_1_3,sp_14 etc) .
AsifSnap is a snap. A snapshot of database status at a given point in time. Statspack was designed to help DBA's diagnose the performance problems of a database during a particular interval of time by recording what all went on with the database.
If you are trying to analyze the database using only one snap, you will never get the correct picture.
Lets say in your case, you generate the report s_1 only which is before load. How will you diagnose the problem that happened after this snap? -
Hi..
We have implemented 2LIS_03_BX for Initial stock( Till day) and 2LIS_03_BF for movements ( from today).
So we are not loading any past movements.we are interested only in movements from today.
Now, the clients wants to see the weekly(starting from current week) snap shot of stock quantities and values(Like total inventory quantities and Values). For this scenario, 2LIS_03_BX and 2lis_03_BF are suffiecient if i read the material value from the MBEW table in update rule? or do i need to implement 2LIS_03_UM as well?...If i use 2LIS_03_UM will satisfy my requirement?.
Thanks.
Mummaneni.Hi Mummaneni,
Based on your client requirement, loading data from BF after initializing stock using BX would be sufficient to view your stock qty for each day provided you load the data daily.
Also ensure you do the marker update for BX and no marker update for initialized BF.
You can get your MAP values against your Material from MBEW table which BF does not bring. There is a separate datasource that provides MAP values against Material...otherwise you could simply enhance BF with a new field. BF normally provides you the unit and total purchase value of the goods.
UM is used to get the revaluations at cost that may happen from time to time. It is similar to the sales price revaluations that you find in Retail based industries which frequently require use of 2LIS_40_REVAL datasource.
If it suits your requirement to get the price changes at cost, you may very well get BF data too...it might be necessary, I would say. Also do a no marker update for BF initialized update for the first time incase you have some historical from R/3.
Award points if helpful...
Regards,
Aby
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