Cóż, właśnie walczę z iPAQiem przy pomocy eksperta z HP Instant Support. Doszliśmy na razie do tego, że trzeba mu zrobić twardy reset. Sęk w tym, że po jego zrobieniu nadal coś nie gra. Ekspert zażądał, abym wyłączył HP Protect tools. Trwa to już 15 minut, a to narzędzie nie chce się wyłączyć.
Czyżby jednak ten soft był aż tak niedopracowany? Dam znać, jak dojdziemy do czegoś więcej. Oby...
[Dodano: 2005-07-28 22:20:42]
Finał historii: ekspert HP Instant Support poddał się. System po twardym resecie, po wyczyszczeniu wszystkich moich danych, po nieudanych próbach ustawienia bezpiecznej konfiguracji HP Protect Tools (a szczególnie szyfrowania danych) zablokował się całkowicie. Teraz chodzi niezwykle wolno, nie da się nic na nim zrobić.
Ekspert zaproponował, żeby odesłać go do HP. Ja mam inną konkluzję - odsyłam go do diabła i przesiadam się na Palma. Tam nigdy nie spotkałem się z taką niestabilną pracą.
HP (i Microsoft) ma widać jeszcze sporo pracy do wykonania, zanim te urządzenia będzie można bez obaw wykorzystywać do profesjonalnych celów.
Niech ten post będzie ostrzeżeniem przed tym urządzeniem.
[Dodano: 2005-07-28 22:33:46]
Może komuś się przyda przebieg tej konsultacji:
[ Thu, Jul 28, 2005 8:31 PM] -- Status Message
Your request has been submitted to HP. We are working on your problem and will contact you online mostly in two minutes or less (Monday-Friday, between 9am and 3am Greenwich Standard Time). If you need immediate help, please call the telephone number on your HP Service contract, or go to
http://www.hp.com/cpso-support/guide/psd/cscemea.html to find the phone number of the HP customer care center to call.
[ Thu, Jul 28, 2005 8:32 PM] --
For reference, your Case ID is 1208270718
[ Thu, Jul 28, 2005 8:32 PM] -- Status Message
Support analyst Madan Venugopal has been assigned to your request.
[ Thu, Jul 28, 2005 8:32 PM] -- Madan Venugopal
Hello fantomasz, thank you for contacting Hewlett-Packard and for your interest in HP's Instant Support Program! My name is Madan and I see you have a question regarding your HP iPAQ Handheld. I'm going to take a few moments to review the information you submitted and will message you back, right here, in just a couple of minutes. All online responses will appear on this page.
[ Thu, Jul 28, 2005 8:33 PM] -- fantomasz
Hello.
[ Thu, Jul 28, 2005 8:34 PM] -- Madan Venugopal
Hi.
[ Thu, Jul 28, 2005 8:34 PM] -- Madan Venugopal
Does the issue happen if you disable HP protect tools?
[ Thu, Jul 28, 2005 8:36 PM] -- fantomasz
I'm afraid it's impossible to disable the tools at the moment. I can't get in. The PDA locks up at the screen each time after soft reset.
[ Thu, Jul 28, 2005 8:38 PM] -- Madan Venugopal
Have you made a backup of the data on the iPAQ?
[ Thu, Jul 28, 2005 8:39 PM] -- fantomasz
No, I have not, unfortunatelly. It's lost isn't it?
[ Thu, Jul 28, 2005 8:40 PM] -- Madan Venugopal
It may be lost. Did you perform a hard reset or was the battery completely drained in between?
[ Thu, Jul 28, 2005 8:42 PM] -- fantomasz
No, I didn't. Neither the battery wasn't drained completely in between. I have been using power supply all the time to maintain the data on the PDA.
[ Thu, Jul 28, 2005 8:43 PM] -- fantomasz
It's worth to notice that I encountered some problems with ActiveSync first. It wasn't able to synchronize all the data. This is why I cannot restore my data using ActiveSync files now.
[ Thu, Jul 28, 2005 8:43 PM] -- Madan Venugopal
Okay. Is the iPAQ fully charged now?
[ Thu, Jul 28, 2005 8:43 PM] -- fantomasz
Yes, it is.
[ Thu, Jul 28, 2005 8:44 PM] -- Madan Venugopal
Let's remove the battery, wait for 40 to 60 seconds and reseat it to check if the issue persists.
[ Thu, Jul 28, 2005 8:45 PM] -- fantomasz
Okay, but what about my data?
[ Thu, Jul 28, 2005 8:46 PM] -- Madan Venugopal
If the data is still there and if the iPAQ battery is properly charged, then you will not lose any data if the battery is reseated within 2 minutes.
[ Thu, Jul 28, 2005 8:47 PM] -- fantomasz
Okay. So, please hold on a minute. I'll let you know when it's over.
[ Thu, Jul 28, 2005 8:47 PM] -- Madan Venugopal
Sure. Please take your time.
[ Thu, Jul 28, 2005 8:51 PM] -- fantomasz
Okay, do you want me to turn the PDA on now?
[ Thu, Jul 28, 2005 8:51 PM] -- Madan Venugopal
Yes. Please do so.
[ Thu, Jul 28, 2005 8:53 PM] -- fantomasz
Well, I'm pushing the on/off button and the device is not responding at all. The screen is completly blank.
[ Thu, Jul 28, 2005 8:53 PM] -- Madan Venugopal
Okay. The unit should be undocked during the encryption/decryption process. If unit is docked (in Cradle) during the process, this issue may happen.
[ Thu, Jul 28, 2005 8:55 PM] -- fantomasz
But it doesn't work when I undock it and try to turn it on.
[ Thu, Jul 28, 2005 8:55 PM] -- Madan Venugopal
Okay. Please connect the iPAQ directly to AC power via AC adaptor and Charger adaptor and while charging perform a soft rest to check if the issue persists.
[ Thu, Jul 28, 2005 8:56 PM] -- fantomasz
Okay, hold on.
[ Thu, Jul 28, 2005 8:56 PM] -- Madan Venugopal
Sure.
[ Thu, Jul 28, 2005 8:58 PM] -- fantomasz
Done. It looks like it's locked up again. Exactly the same screen, the same 70% of the progress bar. What now?
[ Thu, Jul 28, 2005 8:59 PM] -- Madan Venugopal
Did you wait for some more time and check whether the issue persists?
[ Thu, Jul 28, 2005 9:02 PM] -- fantomasz
Did you mean - more time between reseating the battery and seating it again? It took me exactly 45 seconds.
[ Thu, Jul 28, 2005 9:03 PM] -- Madan Venugopal
No. Waiting for more time to see if the progress bar reaches 100%.
[ Thu, Jul 28, 2005 9:06 PM] -- fantomasz
Now, several minutes elapsed. Still the progress bar stops at 70%. Before I asked you for support I had waited even for 3 days but in vain.
[ Thu, Jul 28, 2005 9:07 PM] -- fantomasz
But the device had been placed in the cradle then.
[ Thu, Jul 28, 2005 9:08 PM] -- Madan Venugopal
Okay.
[ Thu, Jul 28, 2005 9:08 PM] -- Madan Venugopal
In that case, let's perform a hard reset on the iPAQ and check since we have tried all the other possible troubleshooting steps. A Hard reset resets the iPAQ to factory defaults. Let me know if you are ready to perform a hard reset at the expense of losing data on the iPAQ if the data is still there.
[ Thu, Jul 28, 2005 9:10 PM] -- fantomasz
Well, if there's no other option... Tell me what to do.
[ Thu, Jul 28, 2005 9:11 PM] -- Madan Venugopal
Thank you for your cooperation. We need to try a hard reset because we have tried all the other possible troubleshooting steps.
[ Thu, Jul 28, 2005 9:12 PM] -- fantomasz
Okay. What am I supposed to do then?
[ Thu, Jul 28, 2005 9:12 PM] -- Madan Venugopal
To perform a full reset:
1. Press and hold down the Calendar and iTask buttons 1.
2. While holding down these buttons, use the stylus to lightly press the Reset button on the bottom of the iPAQ Pocket PC 2 for about two seconds.
3. When the Pocket PC screen begins to fade, release the Calendar and iTask buttons first, and then remove the stylus
from the Reset button.
Note: If you simultaneously push and hold the Reset, Calendar, and iTask buttons for more than two seconds, the battery
disconnects. To restart the unit, either plug the unit into the AC Adapter or press the Reset button again.
Note: After performing a hard reset, you may need to reinstall applications stored in iPAQ File Store to restore shortcuts and full
functionality.
4. The Pocket PC resets and powers on.
[ Thu, Jul 28, 2005 9:12 PM] -- Madan Venugopal
If the Pocket PC does not power on after a reset, do the following:
Check the battery door to ensure it is locked. If not, slide the battery lock switch to the left (or locked position) on the bottom of the Pocket PC. This action locks the battery door. If power is still not restored, connect to an AC power adapter.
[ Thu, Jul 28, 2005 9:13 PM] -- Madan Venugopal
To return your iPAQ Pocket PC to factory settings after performing a hard reset:
1. Tap Start > Programs > File Explorer > My Device.
2. Tap the iPAQ File Store folder to open it.
3. Tap Edit > Select All.
4. Tap and hold the selected files, then tap Delete.
5. Tap Yes to delete all files in iPAQ File Store.
[ Thu, Jul 28, 2005 9:18 PM] -- fantomasz
Just a minute.
[ Thu, Jul 28, 2005 9:19 PM] -- Madan Venugopal
Sure. Please take your time.
[ Thu, Jul 28, 2005 9:20 PM] -- fantomasz
I cannot delete autorun file from the iPAQ File Store. "There has been a sharing violation. Source or destination file may be in use."
[ Thu, Jul 28, 2005 9:21 PM] -- fantomasz
I can't delete subfolders there. "Access is denied."
[ Thu, Jul 28, 2005 9:21 PM] -- Madan Venugopal
Did you get the alignment screen after the hard reset?
[ Thu, Jul 28, 2005 9:22 PM] -- fantomasz
Yest, I did.
[ Thu, Jul 28, 2005 9:23 PM] -- Madan Venugopal
Okay. Did you install any third party software to iPAQ file store before?
[ Thu, Jul 28, 2005 9:24 PM] -- fantomasz
No, I didn't.
[ Thu, Jul 28, 2005 9:24 PM] -- Madan Venugopal
Did you install any third party software to the iPAQ before?
[ Thu, Jul 28, 2005 9:26 PM] -- fantomasz
No, I didn't. The iPAQ was provided with a localization software (Polish language). That's all.
[ Thu, Jul 28, 2005 9:26 PM] -- Madan Venugopal
Okay. Please try the following steps again:
1. Tap Start > Programs > File Explorer > My Device.
2. Tap the iPAQ File Store folder to open it.
3. Tap Edit > Select All.
4. Tap and hold the selected files, then tap Delete.
5. Tap Yes to delete all file in iPAQ File Store.
[ Thu, Jul 28, 2005 9:29 PM] -- fantomasz
"Error deleting file. Cannot delete autorun': There has been a sharing violation.", again.
[ Thu, Jul 28, 2005 9:30 PM] -- Madan Venugopal
Okay. Now that you are able to access the iPAQ again, please reduce the encryption level for HP Protect tools and check if the issue persists.
[ Thu, Jul 28, 2005 9:33 PM] -- fantomasz
Please wait. It's removing HP Protect tools security...
[ Thu, Jul 28, 2005 9:33 PM] -- Madan Venugopal
Okay.
[ Thu, Jul 28, 2005 9:33 PM] -- Madan Venugopal
Please take your time.
[ Thu, Jul 28, 2005 9:37 PM] -- fantomasz
Still no response.
[ Thu, Jul 28, 2005 9:38 PM] -- Madan Venugopal
Okay. Now that you are able to access the iPAQ again, please reduce the encryption level for HP Protect tools and check if the issue persists.
Start the HP Protect Tools application by tapping Start > Settings > Personal tab >HP Protect Tools. Tap Manage Security Settings. Select the encryption strength.
1. From the Encryption Settings screen:
2. Lite is the fastest but least secure algorithm.
3. Blowfish is both fast and secure.
4. Triple DES and AES are the most secure.
Please select Lite and perform a soft reset to check if the issue persists.
[ Thu, Jul 28, 2005 9:41 PM] -- fantomasz
But I meant it stopped at the "Removing HP Protect tools security.." screen. It looks like it's locked up again. Do you want me to soft reset it or something?
[ Thu, Jul 28, 2005 9:42 PM] -- Madan Venugopal
Did it stop while you were trying to delete files from iPAQ file store?
[ Thu, Jul 28, 2005 9:44 PM] -- fantomasz
No, I couldn't delete the files. Then you asked me to reduce the encryption level. I tried to turn the HP Protect Toools software off. Now it's locked up at the screen mentioned above.
[ Thu, Jul 28, 2005 9:46 PM] -- Madan Venugopal
Without turning HP Protect tools OFF, try the steps to reduce encryption level.
[ Thu, Jul 28, 2005 9:47 PM] -- fantomasz
So, do you want me to soft reset it now?
[ Thu, Jul 28, 2005 9:48 PM] -- Madan Venugopal
Yes. After a soft reset perform the steps to reduce encryption level.
[ Thu, Jul 28, 2005 9:48 PM] -- fantomasz
Okay.
[ Thu, Jul 28, 2005 9:48 PM] -- Madan Venugopal
Al right. Please let me know the status after you reduce the encryption level.
[ Thu, Jul 28, 2005 9:52 PM] -- fantomasz
OOOps! Surprise: "Device locked. Error! You are not authorized to use this device because your security policies could not be located. Please contact your system administrator for additional instructions."
[ Thu, Jul 28, 2005 9:53 PM] -- Madan Venugopal
When do you receive this error message?
[ Thu, Jul 28, 2005 9:55 PM] -- fantomasz
Just after I made a soft reset. I had reduced the encryption level to "Lite" before.
But the dialog message disappears after tapping "OK". I have the main "today" screen now.
[ Thu, Jul 28, 2005 9:56 PM] -- fantomasz
Oooops! But the PDA works extremely slowly now. Almost like not responding at all!
[ Thu, Jul 28, 2005 9:57 PM] -- Madan Venugopal
No. Check if the original issue(The HP Protect Tools software hangs each time after successful recognition of my fingertip) persists.
[ Thu, Jul 28, 2005 10:00 PM] -- fantomasz
No, the device doesn't want me to scan my fingertip at all now. It displays just the error message and then the system works very slowly.
[ Thu, Jul 28, 2005 10:02 PM] -- Madan Venugopal
In that case, I am afraid the iPAQ software is corrupted. I am afraid you will need to send in the iPAQ for service.
[ Thu, Jul 28, 2005 10:03 PM] -- fantomasz
Well, how can I send it then?
[ Thu, Jul 28, 2005 10:04 PM] -- Madan Venugopal
To setup a service, please contact HP by phone. Your phone support options are available on the following website:
Web URL:
http://welcome.hp.com/country/us/en/wwcontact.html [ Thu, Jul 28, 2005 10:06 PM] -- fantomasz
Okay, thanks. Anyway, don't you have an impression, that the software wasn't designed/tested well? It seems like this Microsoft software isn't stable.
[ Thu, Jul 28, 2005 10:07 PM] -- Madan Venugopal
I am afraid this is not a common issue we have faced.
Once again, we apologize and truly regret any inconvenience. We value you as our customer and your satisfaction is very important to us.
[ Thu, Jul 28, 2005 10:17 PM] -- Madan Venugopal
Also, I apologize on behalf of HP for the inconvenience you have experienced and hope that we will be able to restore your faith in our company.
[ Thu, Jul 28, 2005 10:18 PM] -- Madan Venugopal
Please send in the iPAQ for Service. After a service, this issue should not persist.
[ Thu, Jul 28, 2005 10:19 PM] -- fantomasz
Goodbye.