fisha
Resolved by chrissi!
Hi
My problem is related to firmware update (Version 16.6) in my private network connected of course to internet via router. In my home network I have subnet addressed 10.10.10.0. All my devices have ip adresses from this network. I set ez-b in client mode with address 10.10.10.15 - and I can get to ez-b via web browser. When I tried to make a firmware update, I have only one address to choose from drop down list: 192.168.1.1:23 and the com ports - how to change the address to real one from my home subnet. Of course I can reset the ez-b to default settings with proper 192.168.1.1 address, but in this case I will not have the internet access, because this is subnet not addressed in my network. The question is what is the problem and if my pc should have internet access during update?
Customer Support is not Technical Support. The forum is for Technical Support and the Contact Us is for customer support. Customer Support (aislinn, etc) are not technical and unable to assist you with technical questions.
The Forum is for technical support
Now that we have determined it may be a hardware defect, it is time for you to Contact Us. Use the Warranty Claim selection in Contact Us and provide a link to this thread.
Here is an example of how to Contact Us for warranty replacement...
Please check your email. We have already contacted you about replacing your camera, on Wednesday. Did it go to the spam folder?
I'm glad you know the process better now, but there's really no need! We're already processing your warranty request, so please check your email for our notice which we sent a couple days ago...
Thanks for being patient with us! We're shipping it out tomorrow. It shouldn't normally be so long but we had a lot of orders that shipped lately so we had a lot of them to deal with
Every electronic product (or even non electronic product) that is shipped will have some out-of-box failures regardless of how good the quality control and manufacturing are. I was in a market research group from Verizon for 10 years, where they sent us phones (smart and dumb) every few months just before or just after they were released to get our feedback. This was not Beta testing, but production ready devices that they hoped we would talk about and review online, as well as provide feedback to them on a private forum to help them make decisions for future devices.
There were 50 active members. Every time we got a new phone, at least one member would have one that wouldn't work at all, and one or two others would experience serious hardware or software issues that the rest of us didn't see (this doesn't include the fact that we always found bugs that should never have made it past Beta, but that is a different conversation). So, basically, we were seeing a 6% failure rate on phones from the top manufacturers in the world, and we were assured by our contacts at Verizon, that this was not unusual.
I used to work for a company that makes hardware and software for the Contact Center industry. We developed a new T1 card, and our Alpha and Beta testing went great, but when we went to manufacturing, we were seeing a >20% failure rate in fixture testing (where we test the card just before boxing it for shipping to customers). Of the 80% that passed, we still had about a 5% first 6 month failure rate at customers, so we had to redesign the card to make it easier to manufacture correctly.
The fact that EZ-B has shipped thousands of EZ-B's v4's and we have only heard reports here of 3 or 4 that needed to be returned, I think is phenomenal. If I didn't already know the level of quality and support from EZ-Robotics from having some V3's, I would have waited for the second manufacturing run before ordering to let them work out the kinks, but I am very happy to have pre-ordered given the low likelihood that I will experience a problem when my Roli arrives.
Alan
Definitely Contact Us again and reference this thread and we will get you a replacement EZ-B and we'll have you send one of your cameras and the EZ-B in question back to us.