03-20-2010, 12:11 PM | #1 |
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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? |
03-20-2010, 03:13 PM | #2 |
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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. |
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03-20-2010, 04:26 PM | #3 | |
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Quote:
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03-21-2010, 10:27 AM | #4 |
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Can you recall what file(s) weer opener? It seems to be a bug that halted the device, hence the blue & red flashing LED.
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03-21-2010, 10:41 AM | #5 | |
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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. |
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03-21-2010, 11:17 AM | #6 |
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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.
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03-21-2010, 11:30 AM | #7 | |
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Just tried it with two different browsers. I can log in to My Support and do everything except start a new ticket. Last edited by TGS; 03-21-2010 at 11:38 AM. Reason: Update |
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03-21-2010, 02:18 PM | #8 | |
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If I were you, I'd send them an email instead. They will add it to a newly opened case for you. |
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03-22-2010, 05:50 AM | #9 |
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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 |
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Thanks for pointing that out pauli - it must have gone up this morning (CET).
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03-22-2010, 12:08 PM | #11 |
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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.
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03-22-2010, 03:46 PM | #12 |
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FYI,
They posted on their forum a little while ago saying that the support site should be fixed now. |
03-22-2010, 04:06 PM | #13 |
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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?
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03-22-2010, 04:20 PM | #14 | |
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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. |
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04-06-2010, 12:52 AM | #15 |
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Hi TGS,问候你们全家
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