General Category > GS-911 Wifi

INstall woes on Win10 laptop

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JayElDee:
Just an FYI, I am in contact with Ruan Birtz at hexcode.
Yes, a support ticket is recommended

bud provin:
They have a "ticket" for me, but it takes 12 hours to get a response.  Worse, they aren't offering any answers.  I'm not convinced they're reading my responses.  The next step is to bring the adapter home and try the wifi there.

bud provin:
Day five.  No response from the "Help Desk".

My USB, downloaded just days ago, gives the message, "This application is more than a year old."

JayElDee:
Hi, Bud,
sorry to get back to this so late, but the GS911 has been on back burner for various reasons.
I have been in contact with tech support at hexcode, bumped me up the ladder for techs and still no joy.
I know the windows machine with win10 I am using is fine, brought it in to reformat, test, check and reinstall a virgin clean Win10 and same problem; ie, driver install says the drivers were installed, but when I get to the NEXT screen, asking me to plug in the unit, I get an error message saying the drivers have not completed install.

I've spent days and days going back and forth with the guys in South Africa, sending screenshots, troubleshooting, etc., all to no avail. One of their working hypotheses is that there is something wrong with the unit, possibly some connection that has gone bad. However, the lights on the unit show normal operation.
The last I heard from them was that they were going to discuss the issue and get back to me...that has not happened since April (today is July7), and I have been busy with other things in my life.
I asked if there was anywhere in the US to have the device checked, no, and they said it would be "too expensive" to send back to Hexcode., 
It is really disappointing for an expensive device that was working fine, minimally used, never dropped or abused, and to just "go bad."
I will not replace it, unless a free one comes my way and I've been told it's out of warranty.

I managed to get it somehow to connect via a mac laptop I have, and run fault codes, and eventually was able to reset the service reminder on my 16 GS. I have not trust or faith that I could do that again.

I am considering calling Ted Porter to see if they have any suggestions, or maybe asking if I could send my unit to them to see if they can figure out what's wrong. Worst case I'm out delivery costs and they tell me everything is fine, or I need a new unit.
Hope your luck is better with this almost paperweight.

bud provin:
I worked with Ruan (Please forgive if I got the name wrong.) for a couple hours several months ago.  What I didn't understand is that you have to go onto the 'net to make it work.  He installed a shortcut for me, but I still had trouble using it, as my computer doesn't easily connect to the cloud.  I have given up the WiFi version and went back to a corded connection, although when I have a bit of time while servicing a bike, I try the Wifi.  This usually results in frustration.

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