Dear forum users
I am an IT worker for an international aid organization. We purchased more than 100 inReach devices as emergency communication equipment about 18 months ago. Since the purchase we've always had minor issues regarding the administration of the devices in the web portal. But at least we've been able to use the devices. Now, for the past several weeks, we've not been able to administrate the devices anymore at all. We're expertiencing:
- Serious issues when importing/exporting users
- Tons of error messages when using the web portal for creating/editing users
- Not being able to synchronize devices - thus not being able to use them at all
The problem affects a lot of devices - not every device but different ones on a daily basis. So we cannot rely on a single device anymore. Garmin support informed us three days ago that they have exhausted their options but might be able to solve the issue withing the coming weeks. They do not provide any reliable time frame, any information about the issue itself, any workaround, ...
Our employees are deployed to hardship destinations and rely on the devices. We now have to replace the devices in the field which is time consuming, complex and expensive, unless we find a solution to get the devices into operation again immediately. As there is no constructive support coming from Garmin, I am reaching out to you:
- Does anyone experience the same problem?
- If yes, how are you dealing with it (support contact, workarounds, alternative products)?
- Is the Garmin support equally helpful for you as they are for us? How come they cannot or don't want to solve an issue like this?
- Is there any insider information about what the cause of the problem might be and how we can speed up its solution?
I hope for your support as this is a very serious event which can become a life threatening matter to my colleagues in the field.
Thanks a lot
Simon
I am an IT worker for an international aid organization. We purchased more than 100 inReach devices as emergency communication equipment about 18 months ago. Since the purchase we've always had minor issues regarding the administration of the devices in the web portal. But at least we've been able to use the devices. Now, for the past several weeks, we've not been able to administrate the devices anymore at all. We're expertiencing:
- Serious issues when importing/exporting users
- Tons of error messages when using the web portal for creating/editing users
- Not being able to synchronize devices - thus not being able to use them at all
The problem affects a lot of devices - not every device but different ones on a daily basis. So we cannot rely on a single device anymore. Garmin support informed us three days ago that they have exhausted their options but might be able to solve the issue withing the coming weeks. They do not provide any reliable time frame, any information about the issue itself, any workaround, ...
Our employees are deployed to hardship destinations and rely on the devices. We now have to replace the devices in the field which is time consuming, complex and expensive, unless we find a solution to get the devices into operation again immediately. As there is no constructive support coming from Garmin, I am reaching out to you:
- Does anyone experience the same problem?
- If yes, how are you dealing with it (support contact, workarounds, alternative products)?
- Is the Garmin support equally helpful for you as they are for us? How come they cannot or don't want to solve an issue like this?
- Is there any insider information about what the cause of the problem might be and how we can speed up its solution?
I hope for your support as this is a very serious event which can become a life threatening matter to my colleagues in the field.
Thanks a lot
Simon