ED Tracker Pro - Problems getting support?

Logan Terrick · Jun 4, 2017

Has anyone had any issues getting support for the ED Tracker Pro? I purchased my current one on 20/05/2017 and on arrival I couldn't get it to work. I do know how to set up and use the ED Tracker Pro as I had one previously (I lost it) but this unit they have sent won't stay connected to the PC. When I plug it in via USB it is detected but unless I keep it upright and still then it constantly connects/disconnects. I have tried several USB ports (both USB 2 and 3) and nothing helps.

I have found that if I keep the device upright and still then it connects and stays connected until I move the device. If I keep it still again then it stays connected. It's like the movement inside the device is causing it to disconnect from the PC.

I sent an email via the ED Tracker contact page (which is what they ask you to do) but that was over a week ago now and I have had no reply. I have just sent them a follow up email. Has anyone else had to deal with them for support? Did you have any issues? I thought they were supposed to be a decent bunch of guys.

Kingston@# · Jun 4, 2017

sorry never used one. though I think google would help!

Logan Terrick · Jun 4, 2017

I tried googling and it didn't help. I'm thinking now that perhaps their email system on the ED Tracker website isn't working. The follow up email that I sent to them I selected an option to send a copy to myself as well, I haven't received it yet, so maybe they are not getting the emails either?

I just found another thread about the ED Tracker Pro on here and a user ' brumster' was posting and it looked like they are involved with the ED Tracker Pro so I have PM'd them. Hopefully they might be able to help sort out what's going on.

DefiledDragon · Jun 4, 2017

Does it draw a lot of power? Maybe you need to plug it into a powered USB hub?

Logan Terrick · Jun 4, 2017

No, it doesn't. The USB posts in my PC are powered, it's only external USB hubs that are either unpowered or powered. The internal USB ports always have power to them so it's not that.

aRJay · Jun 4, 2017

Which generation of USB is the ED tracker?

I have heard some USB 2 devices have issues with USB 3 sockets, the Saitek X52 Pro for example.

Logan Terrick · Jun 4, 2017

It's the latest version of the tracker as I only just got it. I have tried it in USB 2 ports though and it makes no difference.

DefiledDragon · Jun 4, 2017

Logan Terrik said:
No, it doesn't. The USB posts in my PC are powered, it's only external USB hubs that are either unpowered or powered. The internal USB ports always have power to them so it's not that.

All PC USB ports are powered, but sometimes, if a device is particularly power hungry, you can have intermittent issues not dissimilar to the one you describe. An externally powered USB hub can resolve these issues.

Logan Terrick · Jun 4, 2017

DefiledDragon said:
All PC USB ports are powered, but sometimes, if a device is particularly power hungry, you can have intermittent issues not dissimilar to the one you describe. An externally powered USB hub can resolve these issues.

Maybe so but I've never had any of these issues with the previous ED Tracker Pro I had so I wouldn't expect to have them with this one.

The issues with some USB devices when plugged into internal USB ports come from the PC not having enough power to supply all the devices connected to it. My PC has plenty of power for them all and the only device that has any issues is this ED Tracker Pro. Also if it was power related then you would expect it to connect / disconnect constantly not just when it is moved.

Maxmilian Czhilli · Jun 4, 2017

Logan Terrik said:
Has anyone had any issues getting support for the ED Tracker Pro? I purchased my current one on 20/05/2017 and on arrival I couldn't get it to work. I do know how to set up and use the ED Tracker Pro as I had one previously (I lost it) but this unit they have sent won't stay connected to the PC. When I plug it in via USB it is detected but unless I keep it upright and still then it constantly connects/disconnects. I have tried several USB ports (both USB 2 and 3) and nothing helps.

I have found that if I keep the device upright and still then it connects and stays connected until I move the device. If I keep it still again then it stays connected. It's like the movement inside the device is causing it to disconnect from the PC.

I sent an email via the ED Tracker contact page (which is what they ask you to do) but that was over a week ago now and I have had no reply. I have just sent them a follow up email. Has anyone else had to deal with them for support? Did you have any issues? I thought they were supposed to be a decent bunch of guys.

My first EDTracker Pro had what I think is exactly the same fault. The USB connector in the tracker was loose and connection was intermittent. After a few reconnections of the cable the internal connection came away completely. I contacted support, got a reply within an our and a replacement was sent to me in the next post.

Not sure why they have taken so long to get to you. Maybe the contact page is broken.

Did you check the send me a copy link when you posted at: http://www.edtracker.co.uk/contact ? Try again and see if you get a copy sent back.

I'll check my email and PM you direct email addresses.

Logan Terrick · Jun 4, 2017

Maxmilian Czhilli said:
My first EDTracker Pro had what I think is exactly the same fault. The USB connector in the tracker was loose and connection was intermittent. After a few reconnections of the cable the internal connection came away completely. I contacted support, got a reply within an our and a replacement was sent to me in the next post.

Not sure why they have taken so long to get to you. Maybe the contact page is broken.

Did you check the send me a copy link when you posted at: http://www.edtracker.co.uk/contact ? Try again and see if you get a copy sent back.

I'll check my email and PM you direct email addresses.

Thank you. I have emailed them directly now. I did check the 'send me a copy' option with the email I sent earlier today and I haven't received any email from them, so it may be that the contact email isn't working on the website.

Andy_Pipkin · Jun 4, 2017

I think it might be the usb cable that came with it...I had to replace it for the same reasons.
Brumster offered to send me a replacement - how nice,btw! - but I refused

If you post in this topic, he'll usually show up in no time.

Blairvoyach · Jun 4, 2017

It is definitely working, I had two messages from them today (Sunday).

Can only suggest checking your junk folder or trying again. Support from the Edtracker peeps is IMO always 100%

Logan Terrick · Jun 4, 2017

I don't think it's the cable. I'm using the same cable that I got with my first ED Tracker Pro. I didn't order a cable with this new tracker because I still had the original cable from the first one. I lost the actual tracker but still had the cable, which worked fine with the previous tracker. I don't think it is the USB port on the tracker either. I can sit still and the tracker stays connected fine, if I wiggle the usb cable it doesn't disconnect at all. it's only when I actually turn the tracker that it disconnects.

Logan Terrick · Jun 4, 2017

Blairvoyach said:
It is definitely working, I had two messages from them today (Sunday).

Can only suggest checking your junk folder or trying again. Support from the Edtracker peeps is IMO always 100%

I think I may have found the issue! It looks like my host had a filter set up that may have been blocking the emails. I've now had the filter removed and have emailed the ED Tracker support again explaining, hopefully this time I'll get to see their reply. Thanks for putting me on to the right track!

brumster · Jun 4, 2017

Thanks all, I'm now in touch via PM... seems our emails were not getting through to the OP

jasonbarron · Jun 4, 2017

I was just getting ready to advise the OP to PM you personally. Please let us know what the fix turns out to be.

Logan Terrick · Jun 4, 2017

After discussing this with brumster he suggested it might be the cable. I didn't think it would be as the cable worked fine with the previous ED Tracker Pro but I tried it anyway. I had a rummage through and found a USB cable to test with and lo and behold it connects fine with this cable. No idea why the original cable from ED Tracker isn't working when it did with the previous tracker though. I guess I just need a new long cable now and I should be good to go!

VR andysonofbob · Jun 4, 2017

Woot! The Brumster and the EDTracker Pro are awesome.

Logan Terrick · Jun 4, 2017

andysonofbob said:
Woot! The Brumster and the EDTracker Pro are awesome.

They sure are! Thanks brumster!