Tech Support

[B. Jacobs]

I just need to vent for a second.
We bought the software to run a probe changer and was emailed the file to open the portlock on Mon.
I did exacly what the email said to do but it won't work (software). I get an Error 11 Message.
I called tech support which is Hexagon. Thats the phone number that came in the email. I talked to someone that took all my info and said they would call me back.
Here it is Wed and no call. I just called them back and was told that they were moving the office so no one would probly get to me any time soon.
I exploded.
They told me that someone tried to call Mon. I told them that there is someone at that phone from 6:30am to 11pm everyday and no one called. I could tell she backsteped on that one.
It just agrivates me that they wont try to help when you need it. I have read all the post about Tech Support but know I have first hand knowledge of it.
It Stinks.

[bw_bob]

Thats why if i have a problem I come here. You get your question answered and it does not take 1/2 day of waiting on a phone call. Thats happened to me on numerous times.

[#2#]

Well, at least you have us to try to help.

Does this "Error 11" message say anything else?

[Gregl]

I have what they sent me when I had it happen,
I can forward it to you if you want, to large to post.

Use at own risk!!!!

[B. Jacobs]

Well, at least you have us to try to help.

Does this "Error 11" message say anything else?

"Error 11 was encountered while programming the lock"

When I called she acted like she knew exactly what it meant.

[#2#]

"Error 11 was encountered while programming the lock"

When I called she acted like she knew exactly what it meant.

Probably doesn't know what it means but gets calls on it all the time.

[Wes Cisco]

"Error 11 was encountered while programming the lock"

When I called she acted like she knew exactly what it meant.

Then she should have been able to tell you exactly how to fix it.

And they wonder why we complain about the SMA!

[Matthew D. Hoedeman]

DO NOT USE IT. Those programs for setting the port-locks are SPECIFIC to the lock ID. Otherwise, only ONE of us on this site would need to keep the SMA up to date.

[Gregl]

I was wondering about that, I also gave him the email address of the tech support I got it from

[Paul Barriage]

<==========<<<

Careful,....

Not sure about error 11, but,......

When they sent programs for our dual arm, they did not include the correct rights for master/slave,.... guess what kind of 4 hour trip that was......

[Daywalker]

I just need to vent for a second.
We bought the software to run a probe changer and was emailed the file to open the portlock on Mon.
I did exacly what the email said to do but it won't work (software). I get an Error 11 Message.
I called tech support which is Hexagon. Thats the phone number that came in the email. I talked to someone that took all my info and said they would call me back.
Here it is Wed and no call. I just called them back and was told that they were moving the office so no one would probly get to me any time soon.
I exploded.
They told me that someone tried to call Mon. I told them that there is someone at that phone from 6:30am to 11pm everyday and no one called. I could tell she backsteped on that one.
It just agrivates me that they wont try to help when you need it. I have read all the post about Tech Support but know I have first hand knowledge of it.
It Stinks.

Error 11 is a lock read error.

When you say a file was sent to you, was it an executible file?
If so.. go into the pc-dmis directory and open custprog.exe, then try running the file whilst custprog.exe is open.

[chazz]

Error code 11

To apply the portlock update you must have the appropiate portlock driver installed. Once the latest portlock driver IS installed then the executable you recieved will work correctly.
HTH
Carl

[Daywalker]

Indeed.. you do require the appropriate driver... which is embeded into pc-dmis, however you can still encounter the error 11 problem.

Opening custprog.exe basically creates a connection to the portlock, running the exe file whilst custprog.exe is open should work.

Daywalker

[Underspec]

Error 11 means they programmed it with the wrong key. I accidently found this out when updated my SMA, and gave them the wrong key code (I forgot one letter). Call them back, give them the portlock key again (making sure you double check) and tell them to rebuild the .exe file. Worked for me

[nkayWAI]

For what it's worth, I'd take Daywalkers advice. This man knows portlocks intimately :-)