How do I write to Technical Support about the Voyager Air ?

[Ton]

At first sight maybe a silly question, but:

When I go to Technichal Support, where I registered by the way, and opt for Ask a Question it is completely unclear to me what I have enter, except for the question itself of course.

I have to select a Poduct Family. a Product Series and a Part Number. Unfortunately I don't see the Voyager Air there, not in the Product Family and not in the Product Series. Besides that I don't find a Part Number on the drive itself, nor on the packaging.

I assume that it must be possible to write Technical Support about the Voyager Air, but how do I do that.

[wytnyt]

you can post your question here, a mod will see it and either answer your questions or direct you where you need to go...

[Ton]

Thanks for your reply. But apparently that doesn't work always.

That's why I would like to write to tech Support.

[Toasted]

Just use a random part number and in the comments/description tell them its a Voyager Air question.

[peanutz94]

Thanks for your reply. But apparently that doesn't work always.

That's why I would like to write to tech Support.

This is part of tech support. You can ask your question here if your looking for a faster answer. Or you can do as toasted suggested and just choose any part number in the RMA form and let them know it's about the VA

 

What is your question?

[Ton]

[quote

What is your question?

 

I quote from post below:

" I already asked this in another thread started by me, but maybe it was overlooked because I added this question later and it was not mentioned in the title. So I give it a new try with a new post.

I am very pleased with my recently bought Voyager Air (coming from 2 Seagate Wireless Pluses that both gave me enormeous headaches). The VA works perfectly but I have a minor issue.

I enabled and entered a password in the Voyager app on my iPhone for the wifi connection. But now, after having switched off the VA and rebooting it, I have to re-enter the password each time I select Voyager Air network under wifi on my iPhone. Somehow it isn't remembered.

Is this normal ? Or should it be remembered ? I ask this because with the Seagate I didn't have this issue".

[Pooka]

It is not normal. I have a number of iPhones, iPads, and even an iPod Touch that logs on to my Voyager Air and other than an occasional burp they pretty much always remember the network and connect automatically when they are within range. Also connecting to the VA are 2-3 notebook systems a desktop, and Android phones (not all devices at the same time) and they just authenticate and connect.

 

What you might want to try is to dismiss/forget the Voyager Air listing from your iPhone and then connect it again like it was a newly found connection, sometimes re-initiating the connection will cure those anomalies.

 

[quote

What is your question?

 

I quote from post below:

" I already asked this in another thread started by me, but maybe it was overlooked because I added this question later and it was not mentioned in the title. So I give it a new try with a new post.

I am very pleased with my recently bought Voyager Air (coming from 2 Seagate Wireless Pluses that both gave me enormeous headaches). The VA works perfectly but I have a minor issue.

I enabled and entered a password in the Voyager app on my iPhone for the wifi connection. But now, after having switched off the VA and rebooting it, I have to re-enter the password each time I select Voyager Air network under wifi on my iPhone. Somehow it isn't remembered.

Is this normal ? Or should it be remembered ? I ask this because with the Seagate I didn't have this issue".

[Ton]

It is not normal. I have a number of iPhones, iPads, and even an iPod Touch that logs on to my Voyager Air and other than an occasional burp they pretty much always remember the network and connect automatically when they are within range. Also connecting to the VA are 2-3 notebook systems a desktop, and Android phones (not all devices at the same time) and they just authenticate and connect.

 

What you might want to try is to dismiss/forget the Voyager Air listing from your iPhone and then connect it again like it was a newly found connection, sometimes re-initiating the connection will cure those anomalies.

 

Thanks Pooka,

I think I've got it working now. But apparently it takes some time before it connects without entering the password again. When I switch off the VA and switch it on again (with wifi also on), the VA appears under Networks rather soon. But when I select it then, it asks for the password again. When I cancel and select it again, it connects without the password.

I also tried it with waiting a few minutes before selecting VA in Networks and then it goes fine too.

 

Btw, I also contacted Technical Support and they wrote me back:

"Hello. It is normal for it to ask for a password every time. We do not have a remember password feature."

 

So they are wrong and don't know it themselves:[pouts:

[Pooka]

I think you may have hit on something there. If you're just switching it on, you might want to give it some time before trying to log on, it does take a little while to get initialized. I believe the FAQ that is on this forum says about 75 seconds (play it safe and give it a couple of minutes.) The fact that it appears as an available wireless connection is not necessarily an indicator that it is ready.

 

Contrary to Tech Support's response, you do not have to log on with a password every time that you connect. You will, however, need to setup everything from scratch if you use the reset button on the drive (it resets everything to factory defaults,) but that is another subject.

 

Thanks Pooka,

I think I've got it working now. But apparently it takes some time before it connects without entering the password again. When I switch off the VA and switch it on again (with wifi also on), the VA appears under Networks rather soon. But when I select it then, it asks for the password again. When I cancel and select it again, it connects without the password.

I also tried it with waiting a few minutes before selecting VA in Networks and then it goes fine too.

 

Btw, I also contacted Technical Support and they wrote me back:

"Hello. It is normal for it to ask for a password every time. We do not have a remember password feature."

 

So they are wrong and don't know it themselves:[pouts:

[Ton]

It still works without having to enter the password again on my iPhone.

 

One thing I noticed btw is that I not only have to wait a few minutes after switching the VA on, but also that have to open Wi-Fi on my iPhone and have to wait a few minutes after the VA apears there. In other words, when I wait a few minutes after switching the VA on, open Wi-Fi on the iPhone and select the VA there immediately it doesn't work.

 

Maybe this is of interest for other users that have the same problem.