Pockethernet Forum

Pockethernet Hardware => Issues => Topic started by: Zoltan on November 22, 2018, 10:03:35 PM

Title: Status update
Post by: Zoltan on November 22, 2018, 10:03:35 PM
Dear Pockethernet Users,

First of all sorry for the lack of responses here.

I'd like to address the most common three issues:

1. Communication

The forum was originally meant as a generic user discussion and feedback place for early adopters and not one for support, but left in place and then not dealt with correctly by us, especially under the apparently false assumption that anyone with a serious issue would contact us via email.
Our main support channel is the email address info@pockethernet.com, where we provide an answer to any inquiry within 1 working day.

It also occured to us that this is not obvious on the website and we will change that in course of a redesign.
There, we will also provide updated FAQs and direct access to the latest and beta firmwares and apps.

Also, Jeroen is currently not working for Pockethernet which also contributed to being less focused on communication in the past months.

2. Issues regarding the device

I would like to ask anyone who has an issue with their device to contact us at info@pockethernet.com

Each error may have different causes and we need to work it out individually for which the forum is not suitable unless you ask support from the community.
(As an example a simple wiremap error may be caused by: not using the wiremap adapter, wrong side of the adapter, using it with a switch connected on the other end, bent RJ45 connector pins, dirt in the connector or an actual hardware defect)
As a last resort we always provide quick and free device replacements when needed.

3. Software updates

Some of you may know how Pockethernet started as an Indiegogo-project with very limited resources but it has been kept supported since then even if not with frequent enough updates.
It was at the time of preparing the last beta software and in it's follow-up we had to realize that our internal resources are not enough for software development to progress as it should.

Because of that we have hired another software engineer dedicated to the apps, starting next week.

This means that we will be following up with the beta by:
- Fixing bugs and regressions reported by you in the forum
- Reviewing comments about the new report layout, but it seems like the best option is to keep the old one with the added possibility of exporting multiple reports together and still being able to add your own logo
- Releasing the final V30 for both Android and iOS

After that we'll continue with adding new features.


In any case we wouldn't like to leave any Pockethernet customers unsatisfied so if the device doesn't live up to your expectations then contact us at info@pockethernet.com and in most cases we'll be able to arrange for a return and refund regardless of condition and date of purchase.

Until the above points have been worked out and we have a new feedback mechanism in place for further development, the forum has been set to be only accessible for currently registered users.

Cheers,
Zoltan
Title: Re: Status update
Post by: WorcsIT-Ed on November 22, 2018, 10:16:43 PM
Update appreciated, Thank you
Title: Re: Status update
Post by: vanaalten on November 23, 2018, 08:46:59 AM
Indeed. Thanks for the update!
Title: Re: Status update
Post by: eits on November 23, 2018, 09:17:47 AM
well written ;)
Title: Re: Status update
Post by: RoyCruse on November 24, 2018, 03:01:11 AM
Closing the forums to new users so no potential buyer can see the issues, frustrations and dissapointment within...

 :-\

The skeptic in me just sees this as an act to shift the remaining units they have faster.

Hopefully I'm proven to be completely wrong and updates and new features will now start flooding in for our Pockethernets...
Title: Re: Status update
Post by: zeb on November 24, 2018, 09:55:16 AM
And just before the SSL certificate expired!  Coincidence?

I have pointed this out to Zoltan and that it doesn't need to cost them anything to fix it (just a little time):

https://letsencrypt.org/

I've also pointed out that a public bug tracker would benefit everyone (they would get fewer support requests or at least all reports against the same bug) and we would be able to see what they're doing.
Title: Re: Status update
Post by: eits on November 24, 2018, 12:55:06 PM
yeah, the cert issue is somehow tragically funny
Title: Re: Status update
Post by: george.morris33 on November 27, 2018, 01:06:20 AM
I really appreciate your response,  :D thank you!
Keep up the superb work, and let all of us know if you have any ideas or problems... I am certainly interested in small app cost/subscription for premium app if it aids prompt development and constant improvement.
Title: Re: Status update
Post by: zeb on December 01, 2018, 06:26:51 PM
Zoltan has indicated that they will either resume use of the forum or start a bug tracker once things are back on track so I see that as a positive indication.  Looking forward to having either as an official support mechanism.
Title: Re: Status update
Post by: rubberduck on December 02, 2018, 12:23:47 AM
Zoltan has indicated that they will either resume use of the forum or start a bug tracker once things are back on track so I see that as a positive indication.  Looking forward to having either as an official support mechanism.

That is reassuring and gladly welcomed. Was there any mention of how long until things are "back on track?"
Title: Re: Status update
Post by: eits on December 02, 2018, 06:38:07 PM
new coder should have started work by now
Title: Re: Status update
Post by: zeb on December 02, 2018, 09:08:14 PM
That is reassuring and gladly welcomed. Was there any mention of how long until things are "back on track?"
No indication of when unfortunately, but getting responses I would see as a good sign.  :)
Title: Re: Status update
Post by: zeb on December 24, 2018, 04:11:01 PM
Sadly it doesn't look like we'll be getting an update for Christmas 2018! :(

I had high hopes but with communication this sporadic, it's difficult to have faith in Pockethernet.

My offer of help to Zoltan and the team still stands but really they need to communicate.  Communication is key.  If you've not managed to do anything, tell us.  If you have managed to do something, tell us. There's a theme here - just tell us.  At least we'll know and won't be left here wondering what's going on.
Title: Re: Status update
Post by: zeb on January 13, 2019, 12:01:46 PM
Sadly there's been no further communication.  How can Pockethernet survive with communication like this? :(
Title: Re: Status update
Post by: Gordon_Keenan on January 14, 2019, 07:01:35 PM
All any of us can do is hold tight and keep our fingers crossed that things change. The V3 for IOS is something I'm desperate to try out, but having to wait like everyone else.
I've had a number of people interested in my device while out in the field, but I'm having to say that they should read here before making a decision...

Title: Re: Status update
Post by: mangus580 on February 14, 2019, 11:21:42 PM
Dear Pockethernet Users,



The forum was originally meant as a generic user discussion and feedback place for early adopters and not one for support, but left in place and then not dealt with correctly by us, especially under the apparently false assumption that anyone with a serious issue would contact us via email.
Our main support channel is the email address info@pockethernet.com, where we provide an answer to any inquiry within 1 working day.

It also occured to us that this is not obvious on the website and we will change that in course of a redesign.
There, we will also provide updated FAQs and direct access to the latest and beta firmwares and apps.



Not obvious???  No place on the website is that email address listed.  Under the 'support' tab, the only thing that comes up is this forum!

How can you expect your users to email you at an unlisted address.... in lieu of using a support forum that 'was intended for early adopters only' that is directly listed on your web site????
Title: Re: Status update
Post by: zeb on February 15, 2019, 10:49:42 PM
Good news folks!  I've been in email contact with Zoltan and the guys are still working on things.  Zoltan let me know a number of things and had this to say:

Quote
Our new app developer is doing great progress, the Android app is being finished up for the next release and all changes have been ported to the iOS version.
The firmware has also been updated with the necessary changes for the app and also an updated network stack in preparation for adding IPv6 in the n+1 release.

The guys have also had issues with the PDF library.  They tried to get rid of the long delay in creating PDFs by migrating to the built-in Android library but then discovered that there was an issue with it not compressing any photos that were inserted so had to migrate back to the original library, otherwise the PDF files would have been huge.

Zoltan enquired as to whether we'd like to have a new beta version as it stands at the moment - on behalf of the community I told him that we'd love one.  Hopefully he'll be able to sort that out and we can then test the new features - there are a lot of changes since v29.  Would anyone else like a new beta version?
Title: Re: Status update
Post by: Mike1233 on February 17, 2019, 08:55:14 PM
How more people test the beta version the sooner there is a full functional version.