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- How To / Troubleshooting (http://discussion.visorcentral.com/vcforum/forumdisplay.php?forumid=2)
-- Tech support woes. (http://discussion.visorcentral.com/vcforum/showthread.php?threadid=1787)

Is anyone else having trouble (ie not getting a response) from Handspring's tech support? I've sent three seperate e-mails (twice by form, once just straight e-mail) and haven't receive any response, not even acknowledgement of receiving my letters.

I can't get my visor to sync w/ my pc, and am becoming a bit frustrated. I've worked through everything on their troubleshooting site. I've done more soft resets than I care to think about. I even uninstalled my other usb devices and did a clean reinstall of the visor software and still can't get the thing to work properly. I know the cradle is good because when I push the sync button my cursor does become an hourglass and my hard drive starts working... only problem is that it doesn't do anything else other than give me an error message on the visor and a device/driver conflict in my system settings.

Here's the last letter I sent to tech support, has the error messages in it:

"I'm having trouble getting my visor to sync w/ my computer. I'm running
win95 (version b), and using the usb cradle. I've worked through
everything suggested on your website trying to trouble shoot the problem
and haven't had any luck. I also have a quickcam vc (usb version)
running on my computer. I unplugged the cam, restarted, and reinstalled
the software for the visor. Still no luck. Then I went the next step
and uninstalled the camera (and software), and reinstalled the visor
software. It still won't work. Any suggestions would be greatly
appreciated.

Stuff to note:
1. When I hit the sync button, the mouse pointer turns into the hour
glass like something is happening, but then nothing does. It goes back
to being the pointer and the visor eventually gives an error about not
being able to connect to the desktop.

2. When I look at the system screen (control panel, system, device
manager), there are no conflicts. However, when I hit the sync button a
conflict occurs. "Device failure: Try changing the driver for this
device. If that doesn't work, see your hardware documentation. [code
2]" This is in reference to the Handspring Visor, Universal Serial Bus
Controller that appears in the device manager when I try to sync. It
goes away once the visor stops trying to communicate w/ the desktop
(error message occurs on visor)."

Anyone else having similar problems with [lack of] tech support?

Allow me...

The Visor _will not_ sync with Win95 using the USB cradle. Do a search for related topics on this board... there have been a load of messages on it.

Upgrade to Win98 or get a serial cradle.

Set is exactly right ... USB and Windows 95 are not a match. And I would add that if you are upgrading to Windows 98, you should go ahead and get Windows 98 Second Edition. My Compaq notebook computer did not recognize the USB cradle until I went from 98 to 98 SE.

Thanks. Looks like I'll be [grumble] upgrading to win98se. Any ideas why the cradle doesn't want to work w/ anything else?

Win 95 doesn't have proper USB. Doesn't work properly with many other USB devices also.

Be careful, since some software doesn't work with Win 98. On the other hand, overall I like Win 98 better. Both are equally unstable however.