Does anybody know?
I have had my vera for maybe a couple of weeks and have managed to make it inaccessable. Technical support has been absolutely unresponsive. Does anybody know what the magic procedure to re-flash the firmware on the vera2 box? I don’t care about saving any of my settings, or zwave info. I haven’t had it long enough to have anything I am worried about on it, but I have spent enough $$ on it that I don’t want it to sit here and collect dust.
This is a major problem and will be the downfall of this product.
I think Vera is a TOY and treated as such by MCV. IF you have tons of time available for experimenting and self-exploration then Vera is for you. Go on and learn a scripting language because they don’t care about their customers and can’t provide basic functionality out of the box. or just “COPY AND PASTE” as suggested in this forum.
But if you want a robust product that is supported by professionals who care about ther customers then you will have real problems. And you need to look elsewhere. I don’t know what the other products are out there but if you are not a computer programmer or interested in being a beta (alpha?) tester then stay away from Vera and their pathetic support.
Who in the real world would substitute their product for a completely new hardware platform (VERA2) without informing their vendors and/or revising their documentation? Come on tell me these guys aren’t just a bunch of high schoolers with a good idea and no business model…
Submit a trouble ticket and follow up with email. Post here just how pathetic the documentation and support is here.
Spread the word. Vera is a joke. And the joke’s on us.
Whatever you do, DO NOT hold the reset button down while powering on Vera2 as this will reset the NVRAM.
After Vera2 is powered on, tap the reset button and this should reset it to factory defaults. Reboot Vera and connect a PC to ETH1, Vera should assign the PC an address in the 192.168.81.0 network. You should be able to access Vera at 192.168.81.1 through your web browser. This has worked for me, but others, feel free to chime in if you think this is incorrect.
[quote=“SteveO123, post:2, topic:165671”]This is a major problem and will be the downfall of this product.
I think Vera is a TOY and treated as such by MCV. IF you have tons of time available for experimenting and self-exploration then Vera is for you. Go on and learn a scripting language because they don’t care about their customers and can’t provide basic functionality out of the box. or just “COPY AND PASTE” as suggested in this forum.
But if you want a robust product that is supported by professionals who care about ther customers then you will have real problems. And you need to look elsewhere. I don’t know what the other products are out there but if you are not a computer programmer or interested in being a beta (alpha?) tester then stay away from Vera and their pathetic support.
Who in the real world would substitute their product for a completely new hardware platform (VERA2) without informing their vendors and/or revising their documentation? Come on tell me these guys aren’t just a bunch of high schoolers with a good idea and no business model…
Submit a trouble ticket and follow up with email. Post here just how pathetic the documentation and support is here.
Spread the word. Vera is a joke. And the joke’s on us.[/quote]
Steve0123, I agree with you 100 percent in regards to their Tech Support BUT I do believe in the product. Just give them a little more time in order to get the new UI up and bug free then we’ll see how support is handled. Let me explain briefly. Just before Christmas the dongle gave out and I had to get a replacement. It was very difficult to get support on the phone just as you described. However, I persisted and finally got through. Tech support spent a good amount of time trying to diagnose the problem and he pinpointed that the dongle was defective after running numerous tests… This was excellent troubleshooting and this is where their strong point lies and I hope MCV sees that as well and eventually expand it so we don’t have to wait days before someone answers back. So far, it has been running smoothly and keeping my fingers crossed that the firmware will be the same.
We didn’t received any email or trouble report from you. Could you please send on using the web contact form from here: http://micasaverde.com/support.php . Include the phone number and email address so we can contact you.
Like we did with you, we deal with all customers. Like this we’ve did also with SteveO123 and others. We try to respond to the inquiries sent to support in less than 24 hours.
Who didn’t got support from our team? We have responded to all of your trouble tickets sent to us and we also fixed the problem you reported and you will be available to upgrade soon. Isn’t that true?
Why is Vera a toy? We spent tons of hours in developing what you are using now and we will spend even more to make it as easy as we can for you and all of our customers to use it. And NO, we don’t threat Vera as a toy. Vera is a powerful, flexible home automation system and we are proud to be creating it! We are in the process of developing logical expressions into Vera, functionality that customers asked for, customers we respect and want to provide to them the best support we can.
We consider us to be pros. The Technical Support Team spent weeks training before getting involved into customers care. But for sure we will always have complains from 1-2% of the customers, complains that we try to fix immediate, and not for the sake of bad publicity, but because we care about our customers.
That’s not true, we notified the vendors and dealers before doing this. And not only that we didn’t revised the documentation, we created a new one from scratch.
I don’t remember treating you this way in the emails we exchanged. The staff at MCV has graduated in the IT fields. We have Computer Engineers, Programmers, QA engineers and specially trained technical support staff. As for the business department, we have personal that is doing business for years, not just started with MCV.
Why don’t you start pasting the replies for your trouble ticket and tell us where have we failed to provide support?
No comment.
I did that earlier this week. Not getting a response I called and the person who answered the phone said someone would get back to me because support wasn’t taking calls at that time. The next day I got an email about going to the eth2 interface and trying with the 192.168.81.1 address. I replied that it didn’t work and have yet to get any other response.
MCV, you really need a tracking system! I still have open items that i never got a response to.
Being a support engineer myself for a hardware / software platform i find it really frustrating to not get things resolved or see closure, and am amazed there is no real record keeping.
I’ve put in one support ticket directly from the UI (UI2) on my vera - on a Friday, I got an automated reply shortly thereafter. Then i got a human reply on the next Monday (so next business day) they were working on my issue- would require an updated firmware. About 4 weeks later i got a reply that the error was fixed in an updated version of the UI and it would be released shortly.
so not stellar but i think completely reasonable.
So in my case at least submitting a ticket through the UI worked.
On the other hand I tried to put in a bug in the bugs.micasaverde website and that appears to do nothing.
what way are you guys trying to contact them for support- I wonder if they only reply to certain ways?
My Vera was totally unaccessible so I went through the online web form. I got no response to that so I made a phone call, and got told they would email me. I got an email outlining to try what jeffy1021 suggested. Unfortunately it didn’t work for me, so I replied to the email and have not had any response. So knowing that email isn’t always reliable I responded again, still no response. So I called again and got told the same thing as the last time I called, no one was available, but they would get back with me.
Knowing the results that had last time I finally called SmartHome (who I bought it from) and they are going to replace it for me. I wasn’t trying to start a bashing thread or anything. I know what I did to mess it up, and being based on WRT and the first rev running on asus hardware I figured that there had to be an easy way to re-flash it, and that is all I was wanting to do. I was just trying to state the facts of what I have been through and get some information.
I’m not sure it would work but did you try the recovery that works with Vera 1. I know if you hold down the reset button on that when powering up it puts it into recovery mode and it would probably mess up your firmware if not done properly. Just do a search for recovery and you will find a post that walks you through it. It can’t hurt at this point since it’s a brick.
Hi,
We are trying to respond and resolve the issues of our customers in less than 1 working day. For sure this is not possible for some problems, but we at least notify the customer that we are working on it. And all the bug reported and that we’re fixed can prove this.
I am sorry FreddyJones that we didn’t manage to get your problems/requests for Tech Support resolved, we are still trying to see what happened that you didn’t receive the support you needed. Are you good now? Do you still have issues with your unit? Please send a trouble ticket (when it’s possible) from your Vera next time you want to get into contact with us or use the contact form on this page: http://micasaverde.com/support.php
I hope your experience with our Technical Support Team will be much pleasant in the future.
mcvovidiu,
Can you please comment on the following threads (WAP UI Issue), a few of us have had this problem for awhile, it was supposed to be fixed… but then we never heard anything… some people in the thread have even submitted a trouble ticket… you haven’t replied in quite awhile.
http://forum.micasaverde.com/index.php?topic=3103.15
http://forum.micasaverde.com/index.php?topic=3155.0
Thanks!
I am working on being resolved, yes. Awaiting replacement from Smarthome. I do understand being swamped and unable to respond immediately. Normally I consider myself a fairly patient person, but it is a little different having a bug that doesn’t quite work as expected and being totally dead in the water, and it was dead. That is why I resorted to asking for help here, unfortunately I was frustrated when I started this topic and stirred up the hornets nest with the subject.
I am hoping so as well, but I am also hoping I don’t mess it up so much that I will be unable to submit tickets via vera again.
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