DR800 IREX Support

TGS · 03-20-2010, 12:11 PM

Had some odd behaviour from my unit this morning. Had been reading and put it aside for about 10 minutes to look for a reference. When I came back to it nothing worked - flip bar did nothing, menu button did nothing, stylus didn't respond. Tried to put it to standby and got red and blue alternate flashing lights. Eventually got it to reboot and seems OK.

Tried to report the occurrence to IREX Support. Logged in but when I tried to start a new ticket got this message as shown on attached file.

Anyone got any ideas about initial issue and/or why I cannot start a new support ticket?

PhishStyx · 03-20-2010, 03:13 PM

I'm not sure about your initial problem, but the netsuite issue looks like they may have been performing maintenance on their website when you tried to create a ticket or the software glitched and logged you in improperly. I'd say try again, and if you still can't post a trouble ticket, email them explaining both problems.

I've had very good experiences with iRex' Support services, so hopefully they'll understand your difficulties well.

TGS · 03-20-2010, 04:26 PM

Quote:

Originally Posted by PhishStyx

I'm not sure about your initial problem, but the netsuite issue looks like they may have been performing maintenance on their website when you tried to create a ticket or the software glitched and logged you in improperly. I'd say try again, and if you still can't post a trouble ticket, email them explaining both problems.

I've had very good experiences with iRex' Support services, so hopefully they'll understand your difficulties well.

Thanks PhishStyx. Did try again but now cannot get on to support site at all. Maybe it is maintenance, though there's no notice anywhere. Original problem seems to have resolved now - but would still like to know what went on.

pauli · 03-21-2010, 10:27 AM

Can you recall what file(s) weer opener? It seems to be a bug that halted the device, hence the blue & red flashing LED.

TGS · 03-21-2010, 10:41 AM

Quote:

Originally Posted by pauli

Can you recall what file(s) weer opener? It seems to be a bug that halted the device, hence the blue & red flashing LED.

It was a PDF, that's virtually all I read for work. It was quite a big file and had happily been page flipping for about an hour. The problem seemed to arise when I left the unit for a while - not long enough for it to go into "sleep" mode or whatever it is when the screen goes blank, maybe 10 minutes. When I tried to resume reading it was just kind of hung. The flashing lights started when I tried to put it into sleep mode.
I tried the same file later and when I reopened it it took me to a point about 10 pages prior to the one I was reading when it went down, but other than that was OK, and has been OK ever since with the same and other files.

So, a bit of a mystery.

mgmueller · 03-21-2010, 11:17 AM

Quote:

Originally Posted by TGS

Thanks PhishStyx. Did try again but now cannot get on to support site at all. Maybe it is maintenance, though there's no notice anywhere. Original problem seems to have resolved now - but would still like to know what went on.

Just (4:15 pm CET) out of curiosity checked my open support ticket and my history. Accessible without any problems. At least it's not the entire site, that's down.

TGS · 03-21-2010, 11:30 AM

Quote:

Originally Posted by mgmueller

Just (4:15 pm CET) out of curiosity checked my open support ticket and my history. Accessible without any problems. At least it's not the entire site, that's down.

Thanks for checking mgmueller. Yes, I can go to support history but if I click on "New", as if to start a new ticket, then I get that odd message that I posted earlier.

Just tried it with two different browsers. I can log in to My Support and do everything except start a new ticket.

mgmueller · 03-21-2010, 02:18 PM

Quote:

Originally Posted by TGS

Thanks for checking mgmueller. Yes, I can go to support history but if I click on "New", as if to start a new ticket, then I get that odd message that I posted earlier.

Just tried it with two different browsers. I can log in to My Support and do everything except start a new ticket.

Just tried: I get the very same error message in Safari on my iMac.
If I were you, I'd send them an email instead. They will add it to a newly opened case for you.

pauli · 03-22-2010, 05:50 AM

iRex has put up a notification about this issue on the support website:
http://support.irexreader.com

They say that if you call their agents they can create a new case for you.

TGS · 03-22-2010, 06:01 AM

Thanks for pointing that out pauli - it must have gone up this morning (CET).

Shaggy · 03-22-2010, 12:08 PM

Yeah, they posted yesterday saying that they had recently done a software upgrade on their internal system that their support people use, and it had a problem. They're working on fixing it, but in the meantime you can't create a new ticket online. If you call them, they'll create a ticket for you though. Access to existing tickets works.

Shaggy · 03-22-2010, 03:46 PM

FYI,

They posted on their forum a little while ago saying that the support site should be fixed now.

TGS · 03-22-2010, 04:06 PM

Quote:

Originally Posted by Shaggy

FYI,

They posted on their forum a little while ago saying that the support site should be fixed now.

Thanks for letting me know Shaggy. Original problem has not reoccurred, so I'm not sure it's worth starting a support ticked - what's your experience of them responding to reports of blips that seem to have cleared themselves?

Shaggy · 03-22-2010, 04:20 PM

Quote:

Originally Posted by TGS

Thanks for letting me know Shaggy. Original problem has not reoccurred, so I'm not sure it's worth starting a support ticked - what's your experience of them responding to reports of blips that seem to have cleared themselves?

I've seen mine do the red/blue flashing LED twice. I assume it's an error code of some kind. I don't think I had to completely reboot though, just flipped the power and it woke back up. I'm guessing it has to do with an error either entering or exiting sleep mode. I assume that during the 10 minutes you weren't using it, it went into sleep mode on it's own.

I don't know if the red/blue has any significant meaning about the type of error. That might be useful information to ask their support. On the DR1000 there is a combination of lights that come on, and the exact combination means different things and can tell you what kind of error it was. I don't know if there is something similar with how the LED on the DR800 flashes, but it would be nice to know.

Oracle · 04-06-2010, 12:52 AM

Hi TGS,问候你们全家

03-20-2010, 12:11 PM	#1
TGS Country Member Posts: 9,058 Karma: 7676767 Join Date: Feb 2010 Location: Denmark Device: Liseuse: Irex DR800. PRS 505 in the house, and the missus has an iPad.	IREX Support Had some odd behaviour from my unit this morning. Had been reading and put it aside for about 10 minutes to look for a reference. When I came back to it nothing worked - flip bar did nothing, menu button did nothing, stylus didn't respond. Tried to put it to standby and got red and blue alternate flashing lights. Eventually got it to reboot and seems OK. Tried to report the occurrence to IREX Support. Logged in but when I tried to start a new ticket got this message as shown on attached file. Anyone got any ideas about initial issue and/or why I cannot start a new support ticket? Attached Thumbnails

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03-20-2010, 03:13 PM	#2
PhishStyx The me that I am Posts: 413 Karma: 1078 Join Date: Jan 2009 Location: In my house! Duh! Device: Kindle 1 & DR 1000s	I'm not sure about your initial problem, but the netsuite issue looks like they may have been performing maintenance on their website when you tried to create a ticket or the software glitched and logged you in improperly. I'd say try again, and if you still can't post a trouble ticket, email them explaining both problems. I've had very good experiences with iRex' Support services, so hopefully they'll understand your difficulties well.

03-21-2010, 10:27 AM	#4
pauli Groupie Posts: 185 Karma: 119824 Join Date: Feb 2008 Device: iLiad, DR1000S, HTC Hero, DR800SG	Can you recall what file(s) weer opener? It seems to be a bug that halted the device, hence the blue & red flashing LED.

03-22-2010, 05:50 AM	#9
pauli Groupie Posts: 185 Karma: 119824 Join Date: Feb 2008 Device: iLiad, DR1000S, HTC Hero, DR800SG	iRex has put up a notification about this issue on the support website: http://support.irexreader.com They say that if you call their agents they can create a new case for you.

03-22-2010, 06:01 AM	#10
TGS Country Member Posts: 9,058 Karma: 7676767 Join Date: Feb 2010 Location: Denmark Device: Liseuse: Irex DR800. PRS 505 in the house, and the missus has an iPad.	Thanks for pointing that out pauli - it must have gone up this morning (CET).

03-22-2010, 12:08 PM	#11
Shaggy Wizard Posts: 4,293 Karma: 529619 Join Date: May 2007 Device: iRex iLiad, DR800SG	Yeah, they posted yesterday saying that they had recently done a software upgrade on their internal system that their support people use, and it had a problem. They're working on fixing it, but in the meantime you can't create a new ticket online. If you call them, they'll create a ticket for you though. Access to existing tickets works.

03-22-2010, 03:46 PM	#12
Shaggy Wizard Posts: 4,293 Karma: 529619 Join Date: May 2007 Device: iRex iLiad, DR800SG	FYI, They posted on their forum a little while ago saying that the support site should be fixed now.

04-06-2010, 12:52 AM	#15
Oracle Junior Member Posts: 4 Karma: 10 Join Date: Apr 2010 Location: Hangzhou Device: IREX DR800SG	Hi TGS,问候你们全家

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