The DigitalRV Blog

My dad brought the replacement KR1 up over the weekend. Glad to have it back, as it will be useful this week. I’ve got appointments all week long, and while I sit and wait in offices, I can still be productive. That’s why I like a portable EVDO Router over the fixed setups that are permanently mounted in rigs. Right now the new KR1 is sitting in my truck, providing me WiFi while I sit in an office.

I’ve got to say, I was disappointed with the firmware failure on the KR1. Uploading a vendor recomended package shouldn’t do that. But if I already had a problem on my KR1’s original firmware (as the level 3 tech suggested) I can see it.

I guess there’s a positive. Even with an existing problem, the KR1 worked very well.

A final note. I’ve been on EVDO at Salisbury Beach State Park for the past week. Fantastic. Almost like being at home. I’ve been seeing download speeds in the 600K range, which is just superb for a “cellular” setup.

While I’m without the KR1 I’ve worked out a new solution.  See, the bulk of the work I do is from my IBook.  The Windows system is “secondary”.  It’s used for mapping software, and a few other odds and ends.  While I could use the Windows for more, I have a preference toward my Mac.  I’m sure readers are shocked! 

While I await the Wednesday arrival of the replacement KR1 I had a concern that I won’t get my Mac on the internet often.  Then I took a moment & thought.

• The Windows laptop can get on the net with the Verizon Card.
• I have an Airport Express WiFi device.
• I’ve got some Cat 5 cable.
• Therefore, I can rig up my own WiFi setup.

After 20 minutes of playing with the Windows networking setup (I used to be a Windows Admin you know), I was all set.  Windows laptop connects to Verizon via the Verizon card.  The card’s network connection is “shared” via the ethernet cable (Cat 5).  The ethernet cable is connected to my Airport Express.  And the Airport express provides WiFi coverage for my Mac.

So, with a little work, and the availability of 2 laptops, I’m off and running.  And I’ve found an extra use for my Windows laptop.  Emergency backup device for my KR1.

What are the drawbacks with this solution?  1 big one.  I need AC power to pull it off.  The Airport Express is AC powered.  While I have a small portable inverter, running 2 computers plus the WiFi device seems a little overkill on power consumption.  So in those situations I’d use the Windows machine strictly.

Want pictures or screen shots of this setup?  Let me know, and I’ll be happy to post some.  Instructions on sharing a Windows network.  Let me know and I’lll do that too!

After a busy and exhausting day, and a quick nap, I got on the phone with Kyocera. Rather than going direct to my contact there I decided to use their 800 number, and see how their return process worked. Maybe I should have gone through my contact…..

Then again, it’s better this way, as it helps people understand how these things work now.

Calling in to their “returns” type line (1-800-349-4478) I was greeted by Allen. As far as phone support personnel, Allen is a good one! We went through the details of my issue, the ticket number, and the resolution supplied by D-Link last week. The KR-1 is Kyocera Branded, but D-Link does the initial tech support.

Allen gave me a return authorization number. What does that mean? It’s a number that says it is okie dokie to return a defective product to them. I need to have the number on my shipping label, and in the return box as well.

After receiving my return, Kyocera will send me a check for the amount I paid, plus shipping and handling. Hmmmm. I didn’t like where this was going.

Sure enough, the next step was for me to order a replacement, and put it on my credit card. I’ve got to tell you, this new policy with hardware vendors is getting old. I had the same experience with HP last year, and I documented it in the book. Vendors now no longer seem to want to swap bad equipment for good. So, you’ve got to pay them, or at least give your financial information as an intermediate step. Not great policy guys!

Normally, I will not agree to this type of scenario. But the KR1 is useful and necessary for what I’ll be doing while traveling. If I’m going to work from the road, the device is necessary. So, my new KR1 will be shipped to my dad’s place by Wednesday. I’ll have to arrange pickup after. The old KR1 will be shipped tomorrow, and some point down the road I’ll get a refund check.

I’m sure if I’d gotten in touch with my contact at Kyocera I could have skipped this whole process. But what good will it do readers? None. So the better bet was to try out the process, and let you know how it works.

Overall, I’m satisfied with the experience with Kyocera’s support and return. I’d give them a C+. The first level support person was a disaster. The third level support person helped recover the situation. And the returns person was helpful and pleasant, explaining the entire process.

What would have worked better? The firmware installing successfully, and me writing a 2 paragraphy explanation of how easy it worked. Better luck next time!

Yes, installing a new product on a system running an operating system created by the same company can still run into trouble!  It’s not surprising.  And from the tech geek stand point, one can happily say, “It’s not a bug, it’s a feature.”  ;)  How you arrive there is anyone’s guess.

As I’m preparing things to begin rolling across the country in search of a new state to hang my hat, I decided to get the latest version of Microsoft’s mapping program.  I’m still thrilled with my Garmin GPS, and wouldn’t trade it for anything.  But I’ve found Microsoft’s product useful for trip planning, and cross referencing with other travel documents I have.

So, the other day I popped by a Best Buy and rounded up the latest Streets & Trips.  Tossed the disk in, followed the exciting pop up menus, and spent some time while munching on a rice cake.  Right as the installation looked ready to wrap up…..BAM.  An error message.

Error message:  Error 1402.

Ugh.  I went on to the net, and began looking the issue up.  There were multiple references to this problem with Microsoft office, and other microsoft products.  I went directly to their web page and looked up the error.  Sure enough, happens on many of their products.  No real explanation why, just how to work around it.

The fix requires users to get into their Registry, and edit / delete some keys.  What does that mean in English?  Well, it means you need to get into a very important component in your system, and delete items that could potentially harm your system.  If you follow the instructions you’ll be fine.  But editing the items in the registry is like bouncing a ball in a mine field.  Be Careful!

More than advising readers about a particular error, I wanted to point out that products made by the same company don’t work off the bat all of the time.  Doesn’t mean your computer is broken.  Doesn’t necessarily mean the software is broken. It might mean that a company’s testing and launch of products is pathetically sloppy at times.

In the end, before returning products, check the web.  Write down the EXACT error.  Typing in a partial error message might confuse you.  If you look at the link above, there are many flavors of the 1402 error.  And it happens with many different software pacakges.  You wouldn’t want to follow the fix instructions for Office while trying to repair Streets & Trips. 

Funny, I only have these types of problems on one of my computers.  The other one, with a different operating system, never gives me such grief. 

No luck raising Kyocera yesterday.  However, I believe I’ll be swapping for a replacement, so that’s a positive.

I’m happy to report I did get a response back from a contact I have a Kyocera.  I’ll be passing along the initial interaction with the level 1 tech support.  Folks intimdated by tech items would be bullied off the phone quickly, and that’s not what buyers want for sure.  It’s also not what companies want if they value future sales.

I’ll be asking further about what’s up with the firmware updates.  But I certainly wouldn’t advise trying one yet.  Maybe that’s still coming along.

As readers know, I’ve become a big fan of the KR1 over the past few months. It’s worked well when and where I’ve needed it. That’s why I’m a little disappointed to post the following write up, but hopeful that the right thing will still happen.

Before pushing out this weekend, I thought I should do the Firmware Upgrade available on Kyocera’s site for my KR1. The update is located at http://www.kyocera-wireless.com/kr1-router/firmware.htm

I would strongly advise against doing this particular firmware update. After following the Adobe Acrobat instructions, I found my KR1 was not talking to me any more. First thought, “Oh no”.

I called the support number that’s posted on Kyocera’s page, and was disappointed to learn they weren’t open until 6:00 a.m. PST. So I waited until 10 EST to call them.

Standard First Level Support Answers

Now, I’m no novice when it comes to technology. I know how to trouble shoot a problem. However, I’m also ready for tier 1 tech support. And boy, did I get tier 1 tech support.

The support number is actually with D-Link. They put together the router stuff for the KR1. I explained to the support person what had occurred. The first thing the support person said to me after my explanation was, “You shouldn’t have done the firmware upgrade without calling us first.”

Nowhere on Kyocera or D-Link’s web sites does it say that you need to call before doing a firmware upgrade. Not the greatest start to a conversation, I’ll say that.

The tech support person then walked me through attempting to connect with the KR1. No dice. Finally, I was advised to power off the KR1, hold in the reset button, and power it on. The status lights were different, and I could get into the KR1. The standard configuration screen was no longer there though. Instead a plain firmware upgrade screen was there.

We attempted the upgrade again, to no avail. The tech support person then suggested I try it with my windows machine instead of Macintosh. Being in the tech business for many years, I know that will yield nothing, except getting me off the phone. This is a standard tactic used by level 1 support when they don’t want to deal with the issue any longer.

I advised the support person that I already knew what the end result would be, and that I wanted further assistance. Initially, he told me that it was my own fault for doing the firmware upgrade without calling them first, and that I shouldn’t have done it. More specifically, he suggested I should never have done the upgrade. I pointed out most manufacturers recomend upgrades, and that’s why they make them publicly available on their product sites.

He provided me with my case number, and transferred me to a level 3 support person. It was clear, he felt this was my problem.

Level 3 Support - Where the helping begins
Jason, the level 3 support person at D-Link, took an entirely different approach. He apologized for the lower level support person, and attempted to work through my problem. After further investigation, Jason suggested that something in my router must be defective. He provided me with the Kyocera phone number (800-349-4478) to call and request a replacement. I was also provided with the following in e-mail regarding my case:

Turn off the KR-1 router for 5 minutes.

Attempt a Ping Test:
1. Go to Start and then click Run.
2. In the Run window type “cmd,” then click OK.
3. On the DOS prompt type “ping 192.168.0.1″ and then press Enter.
(Sent= 4 Received= 0 Lost= 4)

The router firmware was already defective, the configuration page of the router can’t be accessed.

*Solution Provided: I advised Richard to call this number “1-800-349-4478″ so he can get advise on how to get a replacement for the router.

Replacing is hard to do (on holidays)

Unfortunately, I guess that support line is on holiday today. I got their “weekend” greeting. Doesn’t work out well for me. I’m leaving on Sunday to go to a state park closer to my old home. So, it looks like I’ll have to wait through the weekend to look into getting a replacement for my KR1.

That means I’ll be operating off of my Windows Laptop exclusively. I suppose, as the first level tech support at D-Link suggested, it’s my own fault.

Learning from this experience

I’m posting this entry today not to pick on the KR1, but more to put a spotlight on dealing with tech support. First level support is not very useful. They’ve got a script to walk through the standard questions. Sometimes they might interject something not on the script, when they really shouldn’t. The fellow I spoke with today did just that telling me I shouldn’t have upgraded my firmware. Uh, that’s why the upgrades are made publicly available, so customers will use them to enhance / fix / etc the product!

When confronted with a support person who tells you it’s your own fault for followin manufacturer instructions, make sure you do not let them terminate the call. Request a higher level support person. Don’t be shuffled off with a useless task like trying to do the upgrade from another computer.

Bottom line, if a thing was working before you did an upgrade, and it stopped working after attempting the upgrade, your problem probably lies with the upgrade! Don’t be bullied off the phone.

High & Dry Without My WiFi!

So, when I set out on Sunday I’ll be without my KR1’s functionality. And I can’t even place a request for one today. Bummer on multiple fronts. But next week, they’ll be my first call.

Surprised? Don’t be. The KR1 is a good product. Sometimes product patches screw up a system. I’ve seen it many times in wireless. Upgrading a Lucent switch, something goes wrong, you need to back the upgrade out. An entire night wasted, weeks or months of planning put on hold. So, this is a small bump in the grand scheme of things.

But, don’t dismiss this just yet. Now we get to find out how well Kyocera will stand behind their product, and how far they’ll go to satisfy a customer. That’s when you’ll really know if the product is a winner!

I’ll update you next week. Will I be “sans” KR1, or will I be back with my WiFi. I’ll tell you soon!

Going digital in your RV opens up a host of conviniences. One of them is doing your banking / bill paying online.

Over the past month I’ve eliminated all of my paper billing statements. Everything now comes to me in e-mail. Once I receive my bills I can look through them on my laptop, save them to a file for reference down the road, and avoid filling up my trash can with paper I need to shred.

On top of not having to deal with tons of paper, there are other great benfits to doing your banking and bill payments online. Now, with a sign in on my financial management software I automatically “sync” my accounts from the financial institutions. All my transactions are saved to my computer and I can sort through them at will. What does all that mean?

That means budgeting gets a whole lot easier. Check book balancing becomes simple. And that means I can quickly see where my money is going on any trip.

Sicne I’ve setup my accounts this way, I can get a real time view of all my expenses. For gas ups I use my credit card. The online statement makes it easy for me to classify fill ups and get a gague of what I’m using when traveling. The same can be said for groceries (which have gotten expensive due to my dietary requirements), campground stays, and other store trips. A great deal simpler than having to remember to write down ATM and credit card transactions after the fact!

Sounds great, but is it secure?

Yes, the whole thing is fairly secure. You can have your identity stolen with simple information that comes in the mail. Doing your business online doesn’t mean you’ve just upped your chances of identity theft. Plus using the right software helps too.

There are some things you can do to protect yourself further if you’re really concerned about identity theft, or someone getting access to your current accounts. While these things won’t guarantee 100% security, you should take every precaution you can.

1. Use a credit card when traveling, not your ATM card. I’m a big fan of Dave Ramsey (financial talk show host). He’s against credit cards, period. This is where I differ from him. With a credit card, you can stop a transaction quick, and money isn’t out of your pocket. If someone pilfers money from your ATM it usually takes time to fix it.
2. Use a secure web browser. I’d recomend FireFox. There’s a link to it on the sponsor links to the right. CNET advised it’s the most secure browser available last year. It’s the only one I use.
3. Do your banking on your network. I wouldn’t do my banking while on a hotspot at Pannera Bread. I’ll stick to my network. On a WiFi hotspot that’s not yours, there are ways to take a look into your system.
4. Make sure you use anti-virus software on your computer. If you’re not doing this, don’t even go online.
5. Always have a firewall on your computer. Both Windows and Mac systems come with built in software firewalls now. You should be using it.

What should I use for online banking?

Well, most banks now have Internet access for customers. At minimum, you can look at your records through any web browser. If you just want to keep track of your account, that’s the simplest answer.

If you’d like more, you’ll need some type of financial management software. There are two big ones out there currently available. Microsoft Money and Quicken. I’ve used both over the past decade, and don’t really have a preference between the two. They both work well, and have more options than a person will ever use.

I posted this at the digital rv forum, but thought I’d post it here as well.

I know several folks are considering mobile internet right now, so I thought I’d provide an update.

I’m using the KR1 with Verizon’s Data plan (if you haven’t read before).

So far, the KR1 is working well here in VA.  In total, I’ve used the setup in NH, MA, NY, PA, & VA.

While in PA I was on extended network on my phone, and could not connect to the Verizon data network.  10 minutes from where I stayed there was Verizon coverage!  Go figure.

I’ve noted a new “flakey” item with the KR1, or the Verizon network.  Not sure which it is.  When I first start it up, I will lose connectivity within 5 minutes.  I’ll restart it, and it will happen again.  After a final reset (the KR1 resets itself, or I reset it) everything is cool, and the thing will stay up for hours until I turn it off.  I suspect it has more to do with the wireless network connection and less to do with the KR1.

My best bet at testing this theory is to hook up the card to my windows laptop and see if I keep a connection, or if I have to reconnect several times.  I’ll try that out tonight.

So far though I’m happy with my purchase & my plan.  Before you get one of these, check out the provider’s claimed coverage and see if it suits your needs for where you plan to travel.  I’d love to have satellite some day, but for the moment I think my network access needs are covered.

Several updates today while traveling down 81.  Last evening we were lacking Internet connectivity (only miles away from where we were).  So today I got to update the blog, check the forum, and play with a side project.

WheelInterested from the forum and several other folks have been looking for a photo gallery at the digital rv.  Well, we’ve got one…sort of.  There is now a gallery, located at http://www.digitalrv.net/gallery.  The software is functioning, but one annoying catch.

Supposedly it can integrate with the forum software and use the same user database.  This would save people having to create logins for each system.  So far though, all testing has been hit & miss.  Sometimes the shared user names work, sometimes they don’t.  I’ll continue working on a final solution, but in the meantime the photo gallery is available as a “stand alone complex”  ;)  By that I mean, folks can sign up and use it, but you’ll need to create a user name and password.  It is not sharing that data with the forum at present.  Sorry, I’ll keep working on it.

So far the digital gadgetry has been working well.  We’re on the net, sharing photos and stories, the whole 9 yards.  Nothing bad to report, other than my lack of vision regarding a tire.  ;)  For more on that click here.

Off to sleep now.  Did you remember to Spring Ahead?

Well, I’ll be doing a great deal of updates on digital toys soon.  Today is day number two of traveling southward.  I’ve put in plenty of trip updates on Gadget’s Airstream Chronicles (my personal blog).  Check them out when you’ve got time.

I will say, all things digital have been used heavily so far.  The list is as follows:

• Digital Camera has been snapping away.  Check the Airstream Chronicles for some photos.
• Cell phone:  Tons of usage.  Especially after a flat tire we received yesterday (also blogged on the chronicles).
• Laptops:  Entertainment and communications.  Waiting 5 hours for a tire gets old.
• Portable LaCie Drive:  All my recorded shows and DVDs are on it!
• IGo Power supply:  Only had DC power available yesterday.  Tom’s laptop needed some power too!

That’s the short update for the Digital RV.  Pop by the Airstream Chronicles if you want the whole story.