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-- Tech Support Stinks! My VISOR stopped hot-synching! Please help! (http://discussion.visorcentral.com/vcforum/showthread.php?threadid=2322)

Have owned my VISOR for the past 3 days
and would have said it was the greatest
purchase I ever made -- that is -- until
today.

Right now I have been sitting here, waiting
on a toll call to Tech Support, for the
past 15 minutes, and I am still on hold.
Their tech support absolutely sucks, and
I am now considering mailing this thing back to them and telling them where to shove it.

There is no excuse for bad tech support.

Anyhow, here is the problem...

My VISOR has religiously worked great
hot-synch after hot-synch via my USB
port.

This morning, I unplugged the cradle from
my desktop USB port to see it it fit into my
laptop - which it did.

I place the plug back into my main desktop
computer, and reboot the computer. All
of a sudden my hot-synch will not react
to touching the cradle button.

The hot-synch is active on my desktop.
It should just come up automatically as
it usually does. Suddenly, it will not
anymore.

I even re-installed the Handspring
CD software hoping it would restore any
problems. That did nothing.

I also did a soft reset/reboot on my
VISOR and that did nothing.

As I finish this post, I have now been
on hold for 20 minutes with HANDSPRING,
listening to their apologetic messages
as to why I am not being helped yet.

Anyone considering buying a VISOR, be
prepared for lack of phone support if
you need it.

I hope someone on this board can help.

Thank You in advance

------------------
Ronald Epstein
HOME THEATER FORUM http://www.hometheaterforum.com

[This message has been edited by Ronald Epstein (edited 01-28-2000).]

Ronald,

I am going through my own version of hell right now, only I am trying to sync with a serial cradle. I tried all of the same "fixes" that you did, as well as trying to "press down" on the Visor in its cradle in hopes that it was perhaps just an issue of the Visor and cradle not making proper contact. All to no avail. Now I seem to be in some eternal queue with Tech Support.

Were they eventually able to assist you?

No, those bastards at Handspring
kept me on hold for 20 minutes. I hung
up and wasted a 20 minute toll call.

After reading other threads in this
forum, I found the fix...

1. Insert a pin in the back tiny hole
of the visor and press lightly to
reboot your VISOR.

2. On your computer, click on the
HOT-SYNCH icon in your taskbar and
bring up SETUP. Go to MODEM and change
it from AS FAST AS POSSIBLE to the next
lowest number.

Now, before you do #2, try a simple
reset as I explained in step #1. You
may not have to go as far as step #2.

I can see now that this is going to
be a major glitch, and I am going to
have to carry around a babypin with
me at all times when I plan to hot-synch.

If VISOR TECH SUPPORT is reading
this thread -- YOU SUCK! (And I don't
normally say things like this)


------------------
Ronald Epstein
HOME THEATER FORUM http://www.hometheaterforum.com

[This message has been edited by Ronald Epstein (edited 01-28-2000).]

Ron,

If you got the PDA panache, you can unscrew the top to find a "reseter"

Felipe

Wow, Felipe, that's beautiful!

Thanks


------------------
Ronald Epstein
HOME THEATER FORUM http://www.hometheaterforum.com

[This message has been edited by Ronald Epstein (edited 01-30-2000).]

This was posted on another thread and works like a charm...

1. Soft reset your Visor.
2. Open REGEDIT in Windows 98. (Be careful if you are new to Windows registries. Be sure to make backups)
3. Go to HKEY_LOCAL_MACHINE\Enum\USB\
4. Delete the entry: VID_082D&PID_0100.
5. Close REGEDIT.
6. Make sure Local USB is checked in your Hotsync Manager.
7. Perform Hotsync.

Just a tip... if you call HandSpring's toll-free Sales line, they will transfer you over to customer support or technical support. You still have to sit on hold forever (my average hold time is 45 minutes to an hour), but the call is at least free.

I haven't had one issue with hotsyncing since I started ensuring that the unit is turned on before hitting the hotysync button, as opposed to hotsyncing from a power-off state.

It's worth your while to try it!

-Doug

I always hot-sync when VISOR is ON.

Have not gotten around to a reg-edit,
but the HOT-SYNC runs hot and cold.

Usually I have to do a warm reboot of
the VISOR before a hot sync will work.
Other times it works great.

Tech support still sucks!



------------------
Ronald Epstein
HOME THEATER FORUM
http://www.hometheaterforum.com

After my first experience in calling Handspring's tech support line, and holding for 45 minutes, I sent an email to [email protected] and received a reply within about 4 hours... YMMV.

Another note:

I read somewhere else in the forums that if you turn your PC on while the Visor is in the cradle, you may get into the "can't hotsync" state.

Good luck all.