I am wondering where the Aeris Rep is? I posted as far back as 26 April about issues I was having with the Elite T-3 ACI software. I posted it in the thread in which he released the software and, after no response for about a month, I posted it as a new topic to ensure the Aeris Rep(s) would see it. I never got any kind of response back.
On the other hand, I also have a Genesis dive computer, had some software issues with that also. The Genesis Rep was great! He walked me through some potential fixes for the problems, worked with the software engineers to come up with solutions, and got me back on track. Why can't Aeris be this helpful?
I love my Elite T-3, but it is very hard to recommend it to others when there is no decent support for the software end of it. If I just used the software to download the data to transfer it to my written dive log, it would be okay. But more and more divers depend on the dive software to track their dives. The software is becoming more important when selecting a dive computer - especially when the computers are basically the same (Aeris, Genesis, and Oceanic). It is too bad support is lacking for Aeris.
Jim
Doug Krause
June 13th, 2009, 01:18 AM
If another user can't help sooner, I'll get you in touch with someone that can Monday.
My apologies.
sanjac
June 13th, 2009, 05:14 AM
Thank you.
NCadiver
June 15th, 2009, 10:51 AM
Dude were do you think Genesis got the answer from. They answer your question why would you need them to answer it a second time?
sanjac
June 16th, 2009, 04:34 AM
Dude were do you think Genesis got the answer from. They answer your question why would you need them to answer it a second time?
Because the Genesis software issues were different from the Aeris issues. Same basic software, but different enough to have different issues with different dive computers.
NCadiver
June 16th, 2009, 02:24 PM
Hey sanjac I need you to clarify something before I say I am right or I have to apologize to you.
You said "Hello,
I just signed up on ScubaBoard and was looking through the posts. It appears this is where I can ask questions ab out Aeris items?
I have an Elite T3 and am using the Aeris Computer Interface 2.2.0, build 05.07.08. "
You were on the 2.2.2 beta thread and said you were using the older version of interface software and you posted after my post to someone on moving the database then I see you post moving aeris data files into the genesis software.
From what I can see they are working on the 2.2.0 version and the 2.2.2 may fix your problems you need to try it, Next thing my post was for moving oceanic into aeris and vice a versa not for the genesis software.
Reading you post you are all over the place on what you are doing and installing software, you installed a third party software you open the database. no wonder why you are having problem with the Microsoft Jet database engine and aeris and genesis can figure out if you are having a problem or user error.
Oceanic Cust. Svc.
June 16th, 2009, 07:26 PM
Jim thanks for the post. I’ve worked for the last two days, but unfortunately I haven’t been able to duplicate your errors.
Note that to edit/add temperature or SI, you will need to click the save button (disk icon on the top center) after editing, or it will not save the changes. Also, I’ve printed the dive logs from several different clients, and they have printed fine. If you can send me your *.dlg file I’ll to figure out what is going on with it.
Thanks Ron
sanjac
June 17th, 2009, 07:03 AM
NCadiver - It doesn't really matter. I just know I had issues with two applications - GCI and ACI and I requested help. The Genesis rep helped for that one and now the Aeris rep is helping with this one. That is all that counts as far as I am concerned.
sanjac
June 17th, 2009, 07:04 AM
Ron, thank you for the response. Sure, I'll send my file. Can you provide an email address to send it to?
Jim
crpntr133
June 17th, 2009, 11:15 AM
I read this post as the Aeris reps are AWOL and aren't answering questions. Which I can complain about too. I posted a question almost a year ago and no reply. If your going to be part of a forum, be part of it. If not then please remove yourself from the forum. I know it looks good to the general public to see your company name on a forum.
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Doug Krause
June 17th, 2009, 11:27 AM
You've got two reps here in the post in the last couple of days... and a whole community of users that have great insight and experience to add to the community. If you have specific needs that are not being addressed here, we have a toll free support line and a dedicated staff here to help.
fredaroony
June 17th, 2009, 04:28 PM
You've got two reps here in the post in the last couple of days... and a whole community of users that have great insight and experience to add to the community. If you have specific needs that are not being addressed here, we have a toll free support line and a dedicated staff here to help.
Well one of the two reps never bothered to reply to my thread below this one... no one replied in fact. Like the other poster said, if you arent going to participate in this forum you might as well just leave it all together.
NCadiver
June 17th, 2009, 08:33 PM
sanjac; from aeris answer and your statements ( I have an Elite T3 and am using the Aeris Computer Interface 2.2.0, build 05.07.08. ) and answers it sounds like user error is the problem with the software.
2.2.2 address the problems in 2.2.0 and if you are on the 2.2.2 beta thread then either your we not using 2.2.2 or you did not save the information, or your sharky program corrupted your database. If you give conflicting information how can they answer your question.
fredaroony did you change your battery thats in the manual to change it every year. Battery use a chemical reaction to create voltage. you did not give them any information to work with like the battery voltage how old the battery is,how are they suppose to give you an answer.
fredaroony
June 18th, 2009, 01:50 AM
fredaroony did you change your battery thats in the manual to change it every year. Battery use a chemical reaction to create voltage. you did not give them any information to work with like the battery voltage how old the battery is,how are they suppose to give you an answer.
No I havent changed it yet and wasnt aware that I was supposed to change it every year as I dont see it anywhere in the manual.
They could have AT LEAST responded and asked for more information. It was quite clear what I was asking. I did say the unit is about a year old....
LaCroix42
June 18th, 2009, 03:49 AM
Forgive me for beating a soon to be dead horse, please, but why do you not call the company if you don't get an answer in what you consider a reasonable amount of time? We do live in the age of cheap or free long distance, and Aeris/Oceanic, as Doug points out, has a toll-free number to boot? Instead of getting annoyed and hateful, why not call them?
Or am I just being a troglodyte for thinking that the computer is NOT the only way to get issues resolved and questions answered?
sanjac
June 18th, 2009, 06:58 AM
Originally Posted by NCadiver
sanjac; from aeris answer and your statements ( I have an Elite T3 and am using the Aeris Computer Interface 2.2.0, build 05.07.08. ) and answers it sounds like user error is the problem with the software.
2.2.2 address the problems in 2.2.0 and if you are on the 2.2.2 beta thread then either your we not using 2.2.2 or you did not save the information, or your sharky program corrupted your database. If you give conflicting information how can they answer your question.
NCadiver,
I originally posted when using 2.2.0 ACI software. In a later post, I explained I moved to 2.2.2b and still had problems - one of the issues was resolved with 2.2.2b, but not the others. I outlined the problems. These posts were two-fold in mission. First, I was hoping someone could shed light on and maybe fix the issues I was incurring. Second, I wanted Aeris to know of the issues in case there were bugs in the software that they could fix - both in the "final" 2.2.0 software, and the "beta" 2.2.2 (which still sometimes has bugs in "beta" versions) - all the more reason to post any apparent bugs in the software application. I also tried to be as elaborate as possible with the detail so the software engineers could track down those same bugs using the same environment. I had the same issues on a second computer that had nothing installed but the system OS and the ACI software, so the "sharky" program didn't affect the ACI software on the second computer.
Not sure how it is "user error" - I update a field, then save. Go to another dive entry, then back and the updates I entered didn't update. Not sure how else I am supposed to enter data. In the Genesis application, it was a database issue, not user error. Maybe it is the same for this Aeris one. I will be sending in my data file to see if it is indeed corrupted.
I appreciate your thoughts on this matter.
sanjac
June 18th, 2009, 07:35 AM
Forgive me for beating a soon to be dead horse, please, but why do you not call the company if you don't get an answer in what you consider a reasonable amount of time? We do live in the age of cheap or free long distance, and Aeris/Oceanic, as Doug points out, has a toll-free number to boot? Instead of getting annoyed and hateful, why not call them?
Or am I just being a troglodyte for thinking that the computer is NOT the only way to get issues resolved and questions answered?
LaCroix42, I am currently deployed overseas and it is not always easy to call a company, especially with an 800 number that may be limited to calls initiated from within the U.S. This forum is the easiest for me to contact the company reps. I am glad they have provided this medium as an alternate way of resolving our issues. My point was that if they do provide this forum as a source for help and information, they should be monitoring it and jumping in as needed. And I have been contacted by the reps, so I am happy and am working on answers to my issues.
LaCroix42
June 18th, 2009, 09:56 AM
LaCroix42, I am currently deployed overseas and it is not always easy to call a company, especially with an 800 number that may be limited to calls initiated from within the U.S.
Good point, I neglected to look at your location.
NCadiver
June 18th, 2009, 12:47 PM
We can let sanjac slide on the toll free number. LaCroix42 you are correct on the other two guys.
And I await Aeris reply to you data file.
fredaroony
June 18th, 2009, 07:02 PM
We can let sanjac slide on the toll free number. LaCroix42 you are correct on the other two guys.
And I await Aeris reply to you data file.
I am in the same boat as far as the toll free number as I live in Australia.... so you can let me slide too! There is only a distributor here and I'd rather get the answer directly from the manufacturer.
This is a forum for asking the manufacturer questions directly right? It says right above "AERIS Come and meet your AERIS reps here on ScubaBoard. Ask any question about their products. This is an AERIS only forum.".
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NCadiver
June 19th, 2009, 10:58 AM
Ok fredaroony you can slide too I did not know you were out of the country.But the best way to get help is to use aeris contact email DiveAeris.com - Contact Us (http://www.diveaeris.com/contact.html) and make sure you change the send to box to ythe right department.
This is ScubaBoard statment not the manufacturers.
Q and A for Scuba Manufacturers A place where users can communicate directly with manufacturers of equipment for scuba diving! Think of these forums as a FAQ for many of the companies listed. Keep in mind that some manufacturers are busy people, and can take up to a few days to respond to your question.
And remember Doug is the marketing guy not the tech he may not have the answers.
