Support Hell

I don't know if anyone here can help me, but here goes my story...
Situation: 500 employee company, all Lenovo and IBM systems, 1 IBM x61
This machine was bought for one of our VP who requested it specifically because he wanted a Tablet PC.
Summer 2007
The first problem occured last year and was solved quickly (defective screen with gunk at the bottom of the display). When we placed the service call, we noticed we had purchased the wrong warranty, we did not have onsite support and had to send in the unit for repair. I did a Ghost of his PC before sending it in.
December 20th 2007 - Current unresolved issue
User calls, stylus does not work anymore.
After a bit of fiddling around, I call Lenovo, tell them the stylus does not work, we try a couple of things, tech says he will mail us another Stylus.
December 21st 2007
Received stylus, does not fix the problem.
I call back Lenovo to let them know, they ask me to reinstall the OS.
At this point, I was going away for Christmas and so was the VP, so we just decided to put this on hold untill we are both back.
January 3rd 2008
Before reloading the image, I try the following:
- Restore point in XP
- Thinkvantage update system to see if I can find new drivers
- windowsupdate, Manual Update of drivers, general computer cleanup
None of this helped, I asked the user to send me his laptop so I can reload the image.
January 8th 2008
Received laptop, did backup of files and stuff, reloaded the image from last summer.
Stylus still not working.
I called lenovo, they also have me update the BIOS.
This did not work, now since we do not have onsite support, they ask me to send it in for repair.
I told the guy to wait because I knew the VP would not agree to this.
So I spoke to our Lenovo Representative so that we could get an update of our garantee.
January 22nd 2008
Finally I get the warranty update for onsite support, this took long and some of the blame has to be assigned to us and our supplier.
I call Lenovo and give them the information for the warranty upgrade, they tell me this will take 24-48 hours to be proccessed.
I also called our rep to try and speed up the proccess.
January 31st 2008
After called back and forth all week, warranty is finally upgraded.
Lenovo tech confirms me that a tehcnician will be sent onsite Friday Feb 1st or Monday Feb 4th.
Febuary 6th 2008
No tehcnician has called or showed up. I called them back (should have called sooner, but crazy week you know...)
Now, you must understand that so far, I have been comprehensive and patient, the following is in my opinion inexcusable.
The tech at the support center tells me that no tech was dispatched, and that he does not know why I was told this.
He says the call has been escalated to level 2 tech support and that a senior technician will be calling me back.
He would not transfer me to level 2 support.
At this point, I started to get a little bit pissed off and started calling and emailing my Rep, her colleague, our supplier and anyone else I could think of.
Everyone tried to be helpful, but nothing happened.
Our rep has placed an official complaint at Lenovo.
Everyone tells me they are trying to escalate.
It is now Febuary 22nd, 1 month after submitting the updated garanty.
No senior technician from level 2 has called me.
Nobody from customer service has called me regarding my complaint.
When calling the PC help desk, they will not let me speak to Level 2 support or even to a manager.
At this point, I think I have a right to be royally POED
I deal with ISP and telco all the time and their service is better then this and that's saying something!
If anyone here can tell me how to reach level 2 support, or somebody at senior management that could help me, it would be very appreciated.
thanks!
Mat
Message Edited by mcharbonneau on 02-22-2008 03:49 PM

Mat,
Could you send me a private message with your contact information including phone, and your present service case number?
(Private messages can be sent by clicking the small envelope in the header area)
I will ensure we get you some help on Monday.
Apologies for the experiences you have had thus far. Thank your for your loyalty and for telling us about the situation and giving us a chance to get it resolved.
Mark.
Message Edited by Mark_Lenovo on 02-23-2008 08:28 AM
ThinkPads: S30, T43, X60t, X1, W700ds, IdeaPad Y710, IdeaCentre: A300, IdeaPad K1
Mark Hopkins
Program Manager, Lenovo Social Media (Services)
twitter @lenovoforums
English Community Deutsche Community Comunidad en Español Русскоязычное Сообщество

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I am wondering what "Creative" response I will get this time.
I also have copies of all the emails in case anyone wants any proof.
S Pearson
P.S. Just as I was ready to post this, I got a response to the last email I sent above. And it is, you guessed it, completely in Spanish. Sigh.
I wonder if Creative is capable of being embarassed by this, because to call this kind of stuff Customer Support is like calling a jock strap and tennis shoes formal evening wear.

Well, my original intention had been just to let them know they had a server that was not responding (and actually had been unresponsi've for two days by the time I emailed them), and to just ask a question.
My question did get answered, and someone finally responded that they had been doing some server maintenance that weekend, and there had been some problems with a few of the download servers that made them unavailable for awhile.
The email address I used is different from what is in my profile. If you really need the email address I used for this, I can give it to you, I just prefer not to put that one in a public forum. I get enough spam in it the way it is.
I realize your tech support people are probably swamped. It would be nice if they would read a little bit farther into the emails before replying, though, and all of this could have been avoided.
And after having done some system administration work in my career, I know from experience that no matter how much monitering software you have on servers, there will still be times when an end-user will be notifying you about a problem with your servers way before any software or hardware will.
SPearson

Problem with headphone jack on zen micro and customer support hel

I have had a zen micro for about a month now and i am very pleased with my purchase. BUT a few days ago the sound suddenly changed whilst i was listening to it. i found out it was a faulty headphone jack. i emailed customer support to arrange a replacement and the replied asking to send back information about my player then they would send me a returns number.i did that and im still waiting for the returns number 3 days later!
i was wondering if anyone else is experienceing the same problem as me and how long it takes for customer support to send you a returns number?
im afraid i will eventualy get a relpacement and the same thing will happen again. anyone got any advice on how to avoid the problem?Message Edited by alexkelly on 02-02-2005 09:0 PM

This happened to me as well after about a week. Like most portable devices I think the headphone jack is one of the weak points and can be easily jarred from its solder joints. I am taking extra care with the replacement Creative sent and I expect that it will not happen again.
As far as getting the replacement, I would recommend calling Customer Support directly and explain what the problem is and they should give you an RMA over the phone. Be sure to have the player in front of you as they will need the serial number that is on it. I was very impressed with the speed of service as well. I called them Monday morning, sent my Micro back after the phone call (I used Priority Insured Mail, be sure to insure it whatever you use) and they sent me a replacement that arri'ved the following Tuesday, just 8 days which I have only had one other company beat as far as service ever. Also be sure to backup everything on your Micro before sending it as you will probably not receive the same one back and I believe they format them on the way in the door for various reasons. Also they will tell you only send the the player back, keep all the accessories as you will only get a player sent back to you. Good luck!

Customer Support Hell

Starting hour number 4.5 on hold with support for a problem that Adobe admits is theirs. Have talked to 4 people so far. Tha last guy assured me that I wouldn't have to hold long for guy number 5... an hour later I'm still on hold. I now have 2 case numbers, nothing seems to help.
Apparently when my Adobe Connect license was renewed Adobe entered wrong info and now I can't administer my account without them re-setting it.
I think I'm hanging up and going to lunch. If anyone has any ideas it would be much appreciated. But it appears that I'm at their mercy...
Just needed to vent!

The case # is: 181110364
The last thing I got from Adobe was an email about going to the "Web Email Support Portal to view your case history..." but there was never anything there. There were no open cases, only closed.
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All I get now is:
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You do not have permission to access this item.
For further assistance, please check out the Connect Pro support center <https://admin.acrobat.com/common/help/en/go/support_index.html> or contact Connect Pro support <https://admin.acrobat.com/common/help/en/go/support.html> .
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Upgrading from TCS 2.0 to TCS v. 2.5 - Know What You're Getting!!!

I'm not the type to normally write in forums but I just went through 2 days of customer service and technical support hell and thought I would share the experience with the sole motivation being to spare fellow TCS users the aggravation and make you aware of a possible disconnect between sales and technical support - know what you`re getting!!
Yesterday I purchased the upgrade from TCS 2.0 to TCS 2.5 from the Adobe online store as an electronic download. After receiving a confirmation email I logged into my Adobe account and noted that the download page contained 2 serial numbers, one for Photoshop CS5, one for Captivate 5 and then a zip folder for UPDATES only to Framemaker and Robohelp and also 2 language packs for text-to-speech for Captivate 5. Obviously I was missing links to Framemaker, Robohelp and Acrobat.
The goal of my purchase was to procure an additional licence in order to install TCS v 2.5 on 2 additional computers so, I had a sick feeling that I may have misunderstood what was offered in the upgrade; I then had the following conversation with Adobe`s Chat Live Now (excerpted from transcript):
Me: Hi. I just purchased the upgrade from TCS 2.0 to TCS 2.5. My expectation was that this contained all programs within the suite yet on my downloads the only programs that are listed are Photoshop CS5 and Captivate 5. Does this upgrade package not include the ability to install Framemaker, Robohelp and Acrobat. I purchased on the assumption that the upgrade would constitute an additional licence for these products as well. Was I wrong?
Perkins: ...TCS includes all programs, you need to select those programs while installing.
Me: Okay, I'm just downloading it now so I will confirm that it does, in fact, include all of the programs. So just to clarify, my original understanding was correct and the upgrade provides me with 2 additional licences for TCS?
Perkins: Yes. You can install 1 copy of the software on 2 computers with same Operating System.
Okay - fair enough, I then re-visited the Adobe Technical Communication Suite 2.5 web page under Upgrade--Reasons to Upgrade where it states:
``Work with full new versions of Adobe professional tools for technical communicators and help authors, including Adobe® FrameMaker® 9, Adobe RoboHelp® 8, Adobe® Captivate® 5, Adobe Acrobat® 9 Pro Extended, and Adobe Photoshop® CS5 software``.
Now to me, FULL means full versions. I subsequently entered customer service hell and spent an hour and a half on the phone being transferred through 5 different people, none of whom were familiar with the contents of the Technical Communication Suite. It took forever jsut to get them to understand that I weas upgrading from TCS version 2.0 and NOT trying to upgrade from Photoshop CS4 and Captivate 4 directly. Eventually my question as to whether I was entitled to an additional licence for Framemaker, Robohelp and Acrobat Pro Extended was elevated to Tier 2 and I was told I would be contacted by Adobe. Today I received a voicemail and email stating that I should install Framemaker, Robohelp and Acrobat Pro Extended from my original TCS v 2.0 installer. I subsequently did so (successfully) and then installed Captivate 5 without issue.
The next challenge arose with Photshop CS5 - the serial number, according to the installer, was invalid. Back to customer support who referred me to technical support - turns out the download link on my Adobe account download page was for a Chinese language-only version of Photoshop Extended which doesn`t even come with TCS 2.5! So, another 90 minutes on the phone throughout which I keep seeking clarification, does TCS 2.5 grant me an additional licence for Framemaker 9, Robohelp 8 and Acrobat 9 Pro Extended...
Technical Service states they can send me a physical disc with installers for Photoshop CS 5 and Captivate 5 and then CONFIRMED that I am NOT entitled to any additional licences for Framemaker, Robohelp or Acrobat, I am ONLY entitled to the 2 installs under the original TCS version 2 licence. This of course runs completely contrary to the literature on the website and my conversation with Live Chat Now. In disgust, I have submitted a refund request.
Just for kicks I decided to again try to clarify with Live Chat Now what products that I, as a customer, receive a licence for by purchasing the upgrade to TCS v 2.5 and have pasted the transcript of that chat as follows;
Me: Can you please confirm for me whether upgrading from the Adobe Technical Communication Suite version 2.0 to version 2.5 entitles me to 1 additional licence for ALL of the applications that constitute the Technical Communication Suite (i.e. Robohelp, Acrobat, Framemaker, Captivate, Photoshop and Presenter) OR does it merely entitle me to 1 licence to install Photoshop CS5 and Captivate 5 in conjunction with my pre-existing TCS 2.0 installation?
Morph: Give me a minute, Im reading it.
Me: sure
Morph: When you place the order for upgrade, you will get new products.
Me: I understand that I will get Photoshop CS5 and Captivate 5 BUT do I also get Framemaker, Acrobat and Robohelp?
Morph: Adpbe eLearning Suite 2 includes: Adobe Captivate 5, Flash Professional CS5, Dreamweaver CS5, Photoshop CS5 Extended, Acrobat 9 Pro, Adobe Presenter 7 (Available only on Windows platform), Soundbooth CS5.
Morph: No.
Morph: Only Acrobat is Included.
Me: I am not talking about the e-Learning Suite, I am referring to the Technical Communication Suite
Morph: Oh okay, got you, first tell me, using which product you will be upgrading this from?
Me: TCS 2.0
Morph: Okay.
Morph: Yes, if you do this upgrade you will get Adobe FrameMaker 9, RoboHelp 8, Adobe Captivate 5, Photoshop CS5, Acrobat 9 Pro Extended, and Adobe Presenter 7
Me: so this will entitle me to 1 additional licence for all of these applications, over and above the licence I already own for the TCS version 2?
Morph: Correct, however, you may also be installing the software (Upgrade version) directly without uninstalling the previous version of the software.
Me: So just to clarify, if I purchase the upgrade and decide that I want to install on a completely different machine than the two computers that already have TCS version 2.0 installed (as entitled by my licence) then I will be able to, in effect, install the TCS 2.5 onto two completely different computers (as per the Adobe licence) so that, at the end of the day, I can actually have FOUR computers with TCS installed by virtue of the 2 licences that I should have - one from TCS version 2.0 and 1 licence from TCS version 2.5É
Morph: Purchasing the upgrade version product is nothing but a full version, but if you do not have the serial key for older version you cant Install the upgrade, but for full version you do no need previous version serial number.
Morph: Correct.
Morph: You can simply purchase your upgrade and verify that you have the qualifying older product during the installation process.
Morph: If it's installed on your computer, the Adobe installer will either find it or prompt you to help it find the software for verification.
Morph: If it's not installed, you will be prompted to enter the qualifying serial number for the older version.
Me: Is the download file one individual installer or an installer for each application
Morph: It is one Indiviidual Installer.
Morph: When you download it will automatically Install every program in the Suite one-by-one.
Me: Okay, the reason I have been asking is that yesterday I made this purchase yet my download page had links only to Photoshop (a Chinese language only version of Photoshop Extended which does not come with the Suite) and Captivate. There was no link whatsoever for the other applications. I went through customer service and technical support and no one, and I mean no one, could answer the questions I`ve asked you. According to customer support and the serialization team, the upgrade to v. 2.5 DOES NOT include Framemaker, Robohelp and Acrobat. As a consumer I have absolutely no idea what is right and what is wrong. How am I supposed to make an informed purchase...
Morph: did you check on the link and confirmed that it does not Include the upgrade to version 2.5?
Me: Sorry - not clear what you mean, my receipt from the Adobe store was for TCS v 2.5
Morph: Like I said upgrade for the Technical communicate suite Includes Adobe FrameMaker 9, RoboHelp 8, Adobe Captivate 5, Photoshop CS5, Acrobat 9 Pro Extended, and Adobe Presenter 7, and you should be getting all as a single download link, seems like you are not able to make it with the link to Install Individual products altogether, so you need to contact our Customer Service at 800-833-6687. for the
Morph: precise Info.
Me: I went through that route yesterday and today and they told me that the upgrade DOES NOT include the other applications. As well, I noticed that the download file size for the upgrade is 1 half the size of the full version - obviously something is missing
Me: The information you are telling me is the precise opposite of what they told me. How do I, as a consumer, get the proper answer
Morph: upgrade do Includes the product I have mentioned above.
Me: I know you`re trying to assist but I`m flummoxed - my case was escalated to Tier 2 and they told me it doesn`t include the other applications
Morph: up to some extent i can help being a sales team member, ant only customer people generate the links and have access to customer account to check what really went wrong.
Me: Is it possible to have a senior sales rep contact me - this matter of a `simple` upgrade has consumed a ridiculous amount of time. As far as my issue - Adobe tells me nothing was wrong and that the upgrade is only a licence for Photoshop and Captivate
Morph: Okay,Just a minute.
Morph: You can contact our Sales Team on 1-800-585-0774.
So, at the end of the day, sales tells me that upgrading to v 2.5 grants me an additional licence for ALL applications in the suite whereas Adobe`s own technical support has told me this is not true. Again I ask, how does a consumer make an informed choice...
I`ve been buying Adobe software for both Mac and PC since Creative Suite 2 came out and this has absolutely been the most frustrating experience I have ever had. I get great use out of the Techncial Communication Suite and thought it would be nice to have an additional licence but at the end of the day I have decided it certainly was not worth the hassle - particularly when Adobe itself can`t figure out what I am entitled to!!
I am a fan of Adobe`s software but honestly, is business that good that you can treat your customers this way????

Hi. I suspect that may indeed be the case. If so, that's fine but nowhere is it clearly articulated what a user gains by purchasing the upgrade (and I am specifically referring to an upgrade from TCS version 2 to v 2.5) and certainly sales (as evidenced by my chat transcripts where I believe I asked quite specific questions) are advising customers that you will, in fact, gain an additional licence to ALL components of the TCS by upgrading.
If it had been clearly articulated on the Adobe TCS 2.5 website that an upgrade from TCS version 2 only entitles users to install Photoshop CS5 and Captivate 5 in conjunction with the existing installation of the other components of TCS 2 - or - better yet, stated clearly that the upgrade from version 2 to 2.5 does not entitle the end-user to an additional licence for Acrobat Pro Extended, Framemaker, Robohelp and Presenter 7 then that would allow me, as a consumer, to make an informed decision whether to make the purchase. Since that is not the case, and Adobe's sales representatives are clearly advising customers otherwise, I felt compelled to post this so others don't waste their time as I did trying to sort it out. At one point I was advised that I should use my existing TCS version 2 installer to install Acrobat etc but received contradictory answers as to whether I was entitled to an additional licence for these products. At no time during my first hour and forty-five minute conversation, my second ninety minute conversation nor my third, and last, twenty minute conversation was anyone able to clearly articulate what you have stated - and - that still leaves the fact that the text on Adobe's website is misleading.
BTW - why I received a download link from Adobe for a Chinese-language-only version of Photoshop CS5 Extended is still a mystery
At the end of the day, I think the TCS (while not perfect) is a very useful tool and I will, in all probability, upgrade to the full version of TCS 3 which will, no doubt, constitute a full licence for all components of the suite. I am not attributing malicious intent to the Adobe employees, but I am saying that they themselves seem confused about what is included in the upgrade and provided contradictory statements. If Adobe employees can't provide a straight, cut-to-the-chase answer about what seems a straightforward question then that certainly creates unnecessary confusion for the customer.

Indesign will not download

The lateste "upgrade" for Indesign will not download using the Creative Cloud app.
It starts and then I get a download failed message
I tried inserting the image but it will not stick error U44m11210 unable to extract downloaded files, press retry to download again
When I press retry the same error just keeps happening again and again.
When you click the support button you end up in Adobe;s support hell. You go in circles and dead ends and at best you get one of those online morons in India or somewhere who are so useless you want to go postal!!!! ;-)
It is like being caught in those voice mail traps where you keep pressing buttons which only give you more buttons for ever
DAMNED SOBS ARE REALLY GOOD AT TAKING MY MONEY EVERY MONTH THOUGH!
I tried inserting the image but it will not stick error U44m11210 unable to extract downloaded files, press retry to download again
When I press retry the same error just keeps happening again and again.

This is the transcript from Adobe, hope this helps future stumblers:
You are now chatting with 'Naveen'
Naveen: Hello. Welcome to Adobe Technical Support.
Me: hi
Naveen: Hi Chris,
Me: Hi Naveen
Me: I'm having trouble downloading indesign via CC. Is there a direct link to a DMG?
Me: hello?
Naveen: As I understand that you are unable to download Indesign the download does not pass after 42% is that right?
Me: yup
Me: it's done that for months
Naveen: Thank you for confirming.
Naveen: I will be glad to check and help you in this issue.
Me: I have the latest version of CC
Me: it updated earlier, still no luck
Me: your forum seems to have people having similar issues but i was emailed to use this service
Naveen: Do you get any error message?
Me: nothing
Me: it just has a progress bar of 42% and the top reads Installing Indesign CC (42%)
Naveen: In this case I will provide you the steps to troubleshoot this issue.
Me: OK?
Naveen: 1. In Finder, click on Go > Go to Folder, type /tmp and hit enter.
Me: ok
Naveen: Delete all files inside the tmp folder.
Me: ok done
Naveen: 2. In Finder, click on Go > Go to Folder, type ~/library and hit enter.
Me: yup
Naveen: In there open Preferences folder and trash Adobe folder and all com.adobe.* files
Me: just "adobe" and any com.adobe files?
Me: Will I loose my config?
Naveen: No, you can delete the Adobe files in it.
Me: ok
Me: done
Naveen: 3. In Finder, click on Go > Go to Folder, type ~/library/ and hit enter.
Me: ok
Naveen: In there open Caches folder and trash Adobe folder and all com.adobe.* files
Me: done
Naveen: 4) Navigate to Macintosh HD/Applications/Utilities/Adobe Installers/ , in there locate all Adobe uninstaller files and use the same to uninstall all Adobe products except Creative Cloud Desktop application.
Me: hang on, i don't want to have to download photoshop and illustrator again
Naveen: That's fine, you no need to uninstall photoshop and illustrator.
Me: so that just leaves the extension manager and CC?
Naveen: Yes.
Me: run them?
Me: but you said don't do that to CC?
Naveen: Yes.
Naveen: 5) Using Finder, navigate to Macintosh HD>Library>Application Support/Adobe and rename Adobe PCD folder to Adobe PCDold,
Naveen: Caps folder to capsold and backup folder to backupold.
Me: ok
Me: done
Naveen: Please sign out for your CC desktop app by clicking on gear icon, click on preference tab and then select account to sign out of your CC.
Me: ok done
Naveen: Sign in again and try installing Indesign again from CC desktop app and let me know if you still get stuck at 42%
Me: Ok cool, thanks Naveen

Lost contacts and calendar when restoring palm profile on replacement Pre

After nearly 90 days from launch date, and totally loving my Pre, I took it into the Sprint store to show them what looks like screen separation inside the screen. Sprint deemed it reasonable to replace the phone, and gave me a refurbished Pre. Not keen on that, but as long as it is the same warranty, I guess that is OK. All is well with my new Pre with one huge exception. While I had backed up pictures and music to my computer, I was relying on the "cloud" to back up contacts and calendar. Bad assumption. After I signed into my Palm profile with the new Pre, I got my apps back, but no contacts or calendar. After hours on the phone with multiple Sprint and Palm support people and several partial resets, I am now on a list to get a call-back from a Palm engineer. The kicker is that it could be up to two weeks before I get my call-back, and I am guessing if I miss that call, I'll have to wait another two weeks. I live and die by the calendar I kept on my Pre, so I am fried now. This is low class and low quality customer support. Anyone with a similar experience? Similar problem? Suggestions on approaches to take to get Palm's attention to get this fixed? Thanks.
Post relates to: Pre p100eww (Sprint)

I too found out the hard way that not all contacts get backed up to your Palm Profile. When I purchased my first palm pre back in June, I imported all of my contacts using pocketmirror. I assumed that since they're now on the pre, they'd be automagically backed up to my Palm Profile. Not true! I recieved a replacement palm pre after my first one started developing small cracks on the edge of the screen plastic. BTW, these cracks were not due to abuse, but apparently cheap material. Additionally, the refurbished pre they sent me has a bad "oreo" effect and is very sloppy, but that's a story for another time (hint: google "palm pre oreo"). After activating the refurbished pre, I found that none of my important contacts were pulled down from my Palm Profile. At this point I contacted sprint support and spent over 5 hours of tech support hell being transferred between sprint and palm multiple times. I was so far beyond frustration and fury, I was ready to physically assault someone... After these 5 hours, I was no closer to salvaging my contacts from my old palm pre. Sprint reactivated the old one, but every time it booted up it would only give me two options; to "Just restart" or "Erase all data." Pressing "Just restart" would reboot the phone and 3 minutes later would show the exact same screen with the same useless options. Obviously, erasing all data was not what I wanted to accomplish. Ultimately, Palm support told me there was no way to recover anything off the old phone and argued with me telling me that the contacts I wanted were not stored physically inside the flash memory in the old phone. This was purely incorrect as I was finally able to hack a way into my old pre and move the contacts that only existed in the contacts application (not my Palm Profile) over to my replacement pre (this involved some linux skills and completely unsupported procedures, but it worked). It was obvious that the Palm support tech was either ill informed or ill equipped to assist me in any way.
For anyone that may end up in the same position, I had to bypass the broken activation screen that I was stuck at on my old pre using details here:
http://www.webos-internals.org/wiki/Patch_webOS_Bypassing_Activation
I was then able to gain access to the filesystem itself and copy everything out of /var (the really important file is PalmDatabase.db3 which holds all of your contacts, calendar, synergy links, IM/SMS threads, etc.):
http://www.webos-internals.org/wiki/Important_Personal_Data_Locations
At any rate, I hope this helps someone who ends up in a similar situation. The solution is far from elegant, but provided you have or know someone who has some linux experience, it's possible to migrate almost everything from one pre to another. As for me, I'm THOROUGHLY DISAPPOINTED with the hardware quality of the pre and the lack of options available to backup/migrate data on a pre (the Palm Profile cloud has failed me here). I may soon drop this headache and follow the rest of my linux friends by moving to an android device.

TS3212 Still unable to download itunes to my pc. Tried with IE, Mozilla and Google Chrome. Keep getting an error message :"Windows cannot open itunes.exe the file is corrupt contact support."previous itunes files were wipped out by "disk cleaner." Any hel

Still unable to download itunes to my pc. Tried with IE, Mozilla and Google Chrome. Keep getting an error message :"Windows cannot open itunes.exe the file is corrupt contact support."previous itunes files were wipped out by "disk cleaner." Any help??
Please!
Thanks!

If anyone is reading this still looking for what caused the issue and how to fix it here is what I discovered.
The antivirus program our company uses, Bitdefender Antivirus Plus, was causing some of the PDF files not to open. After troubleshooting the different modules and settings the culprit was..
Scan SSL in Privacy Control Settings. Turning it OFF solved the problem and all the PDF files that previously would not open now open just fine. This issue has been sent to Bitdefender for them to review. If you use a different antivirus program and are having this issue try locating the Scan SSL setting and see if turning it off solves the problem.

Ringing Bt tech support is like hell on earth as i...

Good morning to all
Well where to start really, guess the begining is a good place joined bt broadband after moving house in oct 2012 this was under the guise that infinity would soon be available at our cabinet.
Soon after installation noticed problems whilst gaming online (this problem is noticible whilst dl or surfing on a laptop desktop or ipad but isn't so problamatic as a page taking slightly longer to load is not such a big deal as when gaming).
Have now been on and off the phone with bt tech (I'll read off my screen please dont ask me anything not in front of me tech support) for the last 15 months but still suffer the same issues.
During these calls I have had various experiances such as having the phone put down, being told infinity is available when it is not by tech transfered to customer service then back, bounced around between tech's etc, Tech's finding a problem only to ignore it by the end of the call, the problem being placed on a fault in area only for it still to persist once fault fixed, One tech advising me that bt only has to provide a wired connection when I reported a broken router that had been working on a wireless connection but had stopped and going as far as to edit and type his own text in to bt's t&c's.
Each time it worked out roughly that infinity had slipped by another few months hence the well I will suffer it for now in hope that once installed using infinity servers and cabinet would solve issues being faced, this now not being relevant as it has now been delayed until dec 2014 and see no use in wating for it to be delayed yet again. I have also been through nga enquiries and had correspondance that again changed date but looking through forum looks like the norm.
Now the issue in question;
Whilst gaming suffering sever lag issues but also connectivity problems, lan cable drops whilst playing or on start up. also getting severe nat issues in party chat causing others to be disconnected (have tried different permutations with group I game with). Speed tests as a rule are ok 17 - 20mb down 560kn - 1mb up but have also noticed spiking as low as 786kb down 56kb up, ping again varies have also noticed a few packet test faliures.
What I have tried so far be it as advised by tier 1 tier 2 or bt tech support or through previous experiance.
BT Homehub 3, BT Homehub 4, Tp link w891nd , Asus n56u routers.
Port forwarding, DMZ, firewall off, plug n play off, QoS, wirless switched off completely, dns server change,
three different adsl filters, cat 5, cat 5e, cat 6 ethernet cables
Xbox 360, 2 ps3 systems, 2 ps4 systems, several headsets for gaming two tv's to assess lag issues, can also see issues on macbook and windows desktop though as said not as fussed about dl's or web pages slowing or dc the reconnecting.
2 engineer visits,
And had to redownload approx 180gb of data to consoles several times after restes prob giving impression to anyone looking at account that connection must be working ok.
Whilst changing ps3/4 seems like an admission of guilt it's worth noting that I have tried the systems at parents address approx 3 miles away and get 0 issues on bt infinity (hence earlier mention) and do not get any problems if take them to work and connect via mobile phone on a 4g connection (4g not available at home address.) noticiable to the point that friends often ask if im on my poundland internet or a proper connection if they can hear me.
In the last week I have been on phone 9 times sometimes for upto 4 hours have been promised call backs that didnt take place had managers promise they would deal exclusively with me to save me having to keep ringing and they would call back at set times but they have been off.
had line checked told there was amber issue on cabinet red issue at home end probably electrical interferance (would assume this would cause wireless not ethernet prob?) then told was all resolved and he had reset everything during a conversation to tech when I was at work only to get home to find had no connection at all.
spoke to tier 2 manager next day whom insisted connection was fine even though I couldnt connect to it. told during that conversation oh hold on you have an acceptable amount of line drops but lots of session drops then 5 minutes later told there are no problems.
An engineer was assigned on wed to visit friday I was promised he would be fully informed about the whole issue as not to just allow me to reconnect again after the earlier reset now can not connect at all (orange B flashing at bottom of router) then I would receive a call from manager on friday evening if problem not resolved contract would be released.
Engineer attended knew nothing about any of issues, he plugged into phone socket tested line see that router was no longer showing flashing light (it stopped whilst I was asleep wed night) looked bored when tried to explain the problem and showed little interest before saying speak to tech support as he only deals with line and leaving.
Call from bt came from off shore call center saying they had been asked to call I said that a specific person was supposed to call and had arranged to do so as he was dealing with case they told me he was off duty, then could not access info from engineer's visit and would call back. no call.
Rang them back got connnected to newcastle customer services after asking to disconnect on automated line, guy was very polite and apologetic said there was a tier 2 in his call center and arranged a call for me on saturday, guess what.... no call.
totally had enough now at a guess I am assuming the issue is some sort of conflict on bt server.
as for posting here I'm really unsure if im searching for a fix now or advice on how to cancel this and move on, but for it's part the community here seems generally helpful I wish I had checked sooner.
Sorry for the tl'dr and thanks in advance if anyone can offer help or advice
James

1. Best Effort Test: -provides background information.
Download Speed
17.55 Mbps
0 Mbps
21 Mbps
Max Achievable Speed
Download speedachieved during the test was - 17.55 Mbps
For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps.
IP Profile for your line is - 17.96 Mbps
2. Upstream Test: -provides background information.
Upload Speed
0.94 Mbps
0 Mbps
0.83 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 0.94Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.83 Mbps

WHAT THE HELL?? MDB NOT supported in iAS?!? iAS MDB EJB 6.5

I have posted a quesation previously about using MDBs within iAS and how toconfigure them. I am now re-reading all the documentation and came across something in Chapter 7 I missed before.
"The message-driven bean functionality in iAS is meant for developer use only. It has neither been tested or certified for product environments."
What's up with that??????? So does this mean that if we use a MDB in our product and something does not work iPlanet will just say "Sorry...not supported?!" I guess this is why I find no examples and little help with MDBs within iAS.
BTW the newsgroups we used to have were much better for discussion vs this format.
Thanks, Jeff

Thaks for your answer.
You right, the text below I got it from the Patch's README file.
Patch-ID# 3
Date: 08/14/2002
iAS Release: 6.5
So according what you said with, the above line must says "iAS Release: 6.5 SP1" isn't it?
Now, I would like to know, do you know if there is a patch fo iAS 6.5 SP 1? any way i'm gonna searh something in the web.
Thanks in advance

Oh bloody hell where is the customer support

I am bloody annoyed I wrote a question for ******** customers support not this wazzerk any one know how you can contact these con mens actual staff what wazzerks? Anyone know how you can email these scum bags?
All there is here is a link to a Russian prostitues ring what kind of International company runs a link like that god damn ADOBE

1. This isn't customer support. This is a community forum, with users of the product (and occasional staff pitching in). If you'll tell us your problem we might be able to help.
2. If you find scumbags posting ads for prostititutes or whatever in the forum, we'd all appreciate it if you could click the Report Abuse link so it can get cleaned up quickly. Posts aren't edited in advance (as you can see).
3. There is no free support for Adobe's free products from Adobe staff.
4. If you posted a message before, it isn't here, because this shows as your one and only message.

Premiere CS3 doesn't support Camcorder capturing and MPEG-2 on purpose? [very frustrated. Please Hel

My boss gave me a Tape camcorder to extract the videos and post them on Youtube. I've tried Video Edit Magic 4.4, Premiere CS3, and Pinnacle Studio to capture the video, Premiere CS3 is the only software that does not recognize the camcorder. So I'm forced to use Pinnacle Studio Quick Start (The software that came w/ the Camcorder) to exact the video and made them into MPEG-2. Once the MPEG-2 is on my PC, I tried to open it with Premiere CS3 for editing. Once again, Premiere doesn't support the .mpg exported by Pinnacle. I've been tinkering with this for 10 hours, but still not luck . Someone please help me!
PS. I wanted Pinnacle to Export AVI instead of MPEG-2, but the software is so crappy that the exported files would always be distorted.

Alexander,
You basically have two options: edit in Pinnacle, or Export from Pinnacle as DV-AVI (remember, your material has already been heavily compressed to MPG-2), and edit in CS3, to Export to whatever you wish to upload to YouTube. Most people seem to use FLV, but they'll have to give you the exact specs., that they use.
That is the way it is, with cameras, that create MPG files. Maybe subtly hint that the boss needs a miniDV tape camera, as the files from his/her camera are really meant to be viewed, not edited.
Hunt

Hel with iPOD please, iPOD support manuals no help for me.

I have had my iPODs for about five months now. They are the spin wheel 40GB iPODs. I must have places a corrupt song on them because they quit working. One iPOD I thought I fixed my restoring and updating but it gives me a Folder with and Exclamation point and the www.apple.com/support/ipod webstite. My second iPOD will not connect with my computer. If gives me the large battery sign, but will not charge. When turned on it gives me the same Folder and website. Someone help me... restoring doesn't effect it. I have the latest version on iTunes and the lateset iPOD updater!! HELP!!:-(

There are a number of articles I think can be relevent to this problem...let's see if any of these work.
if i right click on it my computer freezes.
This could be similar to the fact that your computer does not recognise your iPod:
http://docs.info.apple.com/article.html?artnum=61711
If that article doesn't help:
1. Try switching your USB port. It may be in a malfunctioning port/a slow port.
2. Try uninstalling everything (your music will stay intact); your iTunes and your iPod. Then install your iTunes first, then the iPod Updater firmware. If you get an error message doing so, please report it to me and I will see what I can get from it...if you can't download it, try disabling your antiV because that has problems with downloads sometimes...all this depends on if/how you do this.
Is your iPod already in disk mode? You can probably get it to switch out of disk mode if it is and iTunes can get into it.
Post back and I will see what I can do to help
rjl

Itunes installation gives an error. It is "Microsoft VC80.CRT.TYPE="win 32".version=8.0.50727.6195".publicKeyToken='1fc8b3b9a1e18e3b".processorArchitec ture "x86"".Please refer to help and support for more information.HRESULT:0X800700C1. Windows 7 pc. hel

I had itunes working fine on my computer until it stopped playing music files one day. I uninstalled the program and quicktime and tried reinstalling afterwards. I was able to install quicktime but itunes wouldn't istall now. My computer in Windows 7 pc and I have been using itunes for about 2 years now..

Hi tKalra - I got the same error and finally managed to install itunes successfully. Below is what happened with me.
I have Windows7 64 bit. I downloaded itunes 10.6.3 for windows64bit and started the installation wizard by opening the downloaded file. At one stage I got the same error you have mentioned above. I started googling to find a solution and thats how I found your post. Anyway I went through lot of other posts that suggested lot of different things but I just wanted to try my own thing first.
So what I did is to go through with the wizard by clicking ok on the error. I then got an error about apple mobile device service not running. I ignored and went ahead with the installation. Installation finished but the itunes wont start giving the service not running error. I tried to manually start the service but it gave a privilege error.
I then went to control panel and uninstalled itunes, apple mobile device thing and bonjour..basically what ever was from apple. Then I also went to start -> run -> regedit and checked for any registry keys for apple under local user and local computer. Deleted if found. Restarted and then just right clicked on the itunes setup file that was downloaded and ran it as administrator. That did it for me. So I am guessing it was privilege thing but not sure. Hope this helps.

Will there be raw support for the Canon G10 before hell freezes over?

I know, patience. Just gripes my soul the P6000 made it and the G10 didn't. Sigh.
Richard Southworth

<[email protected]> wrote in message news:[email protected].. > Yes Eric, I understand there's no useful purpose to my post, just > catharsis. > > Richard Southworth Then there is a useful purpose to your post. Stress releif saves lives! Robert

Support Hell

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