Need Assistance, Tech Support is too busy to help me

[JimmyD]

I have a PRS Alpha, running 3.8.26. I have started having problems when I first turn everything on. The SB software will only start up in preview mode unless I disconnect/reconnect the USB from the machine and try to switch to cut mode. This has to be done several times before it will finally not hang up and just sit there. Once it finally starts up in cut mode the location is off and all axes must be reset.

I've checked all cables, connections and I am the most grounded person and machine there is. My computer is not connected to the outside world and has everything that is non-required for operation turned off.

Any ideas? I'm guessing I need to reload firmware.

Thanks,
Jim

[bleeth]

Jim:
Unless you re-installed the software you shouldn't need firmware update but it can't hurt. After that if no joy:
Go back to 3.6.48 would be my next bit of advice. Not that I think that is definitely the issue, but 3.8's have had so many issues.
Next-If all is good, good.
If not then your USB hub may have gone bad. Replacing is quick and cheap. Make sure it is a powered one and the software is loaded properly according to manufacturer.
Not using one? Some run better with one and some without. For any 3.6 you pretty much need it.

Dave

[jerry_stanek]

Do a UR and reload every thing including the firmware. I had a problem like that and that is what Shopbot told me to do

[JimmyD]

Thanks to you both for the timely response. I appreciate it. I will try the UR first and then look at rolling back to 3.6.

Again, thanks.

Jim

[zeykr]

Change out your USB cable also - have had one go bad with similar results.

[tomhartnett]

Jim,

You can try to run the USB speed tester when the machine does register as connected. You can find the program here c:\program files\shopbot\diagnostics with a standard install of the ShopBot 3 software. Make sure the SB3 software is closed when you try to run this.
Since you are having comm issues the USB tester may say it cannot find a ShopBot. If this is the case, and the UR and UI do not resolve the issue, try a different PC if possible to rule out bad USB hubs on your PC.
This is just an extension of the recommendations made prior.

Best,
-Tom H.

[barrowj]

I had a similar issue a few months ago and it turned out to be a bad usb cable. It was one I had purchased several months prior and just went bad and once I replaced it I haven't had any further issues. It sometimes is just as simple as that with no reason as to why it went bad. Please keep us updated, always good to learn what went wrong and how you got it fixed.

Joe

[harryball]

I experienced something similar, turns out it was the powered USB hub, I replaced it with an un-powered (actually a hub I lost the power supply to) because I had one... in fact it's the Tardis, and it's been working so well since I've not changed it. With the hub I get 75 to 80% on the USB test, without it I get 60 to 70%.

With the failing hub it would fail to connect and go to preview mode until I unplugged and plugged in again. With the Tardis... it's working perfectly and I get a blue flashy light.

http://www.talkshopbot.com/forum/attachment.php?attachmentid=25434&stc=1

[JimmyD]

Thanks to all for your comments.

Warning, my comments from here on may offend some, but I'm frustrated as hell with this machine that I spent many tens of thousands of dollars on. I apologize in advance if I offend anyone.

I've tried changing the USB cable to two others, no affect. I've tried running the speed test but I don't have any such software in any shopbot or any other file. (I hear that there is supposed to be a USB stick that came with the machine that has lots of stuff on it, but I don't have one. This is a remnant of the three times I had a machine shipped to me with different issues each time.) So I went to the shopbot website, there is no search function, so can't search for it. I downloaded the 3.6 software, installed it on another computer and there is the speed test software. Moved it to the computer that runs the machine that is ruining my days and it says there isn't any shopbot connected. I can do the connect/disconnect thing and get the software to connect and operate the machine. Then I can check the port number. Close the SB software, run speedtest and it says there is no machine connected. Specify the port and it says there is no machine connected. Did this whole scenario 4 times, same result. Shut everything down, restarted everything, same process, same results.

So, I have no idea what speed the USB is running at. I disconnected the USB hub and tried again, same results. I replaced the USB hub, same results. I then tried the UR and UI, same results. Rebooted, same results. Now its time to put in a different computer, that's a tomorrow job. I'm crossing my fingers, but I don't have a lot of faith.

It's a very good thing that I supplement my income with this thing and not depend on it to feed my family. At this moment there may be a sale on a really nice machine (it's supposed to be anyway) in the near future. Another brand is probably in my near future.

Ranting is done, I'm having a beer. I'm done with trying to be happy with my purchase. Bottom line, you would think that for this much money, these kinds of problems would not exist.

[coryatjohn]

Jim,

I can tell you that your experiences are not the typical scenario. I bought my machine, hooked it up and it worked as expected. Either your controller is having a problem, your USB infrastructure or your computer is to blame. Figure out which and your machine will work.They do. They work great.

I feel bad for you. I really do. I'm surprised you're not getting good support directly from SB. They have excellent people willing to go the extra mile for customer satisfaction. Did you blow up at them or something? Did you send a box full of dog poop with a happy birthday card? It's certainly unusual to see a problem with support.

[Kyle Stapleton]

They will get you fixed up, it may take some time on the phone but they will get you running.
Just to let you know they may have you do thing you have already done or think you have done, just have to let them do thier thing.

[jerry_stanek]

You may think that other companies don't have problems but they all do. I am on a lot of other forums and see problems from all the makers the difference is that Shopbot will work with you to get it right. there is another cnc out there that says they give life time support but they started out with a different style machine and now state we won't support it as it is not what we know. Lets take this step by step what computer are you using to run it does it have any yellow marks in the device manager? In the device manager remove the shopbot and usb controllers then with the shopbot unplugged search for new hardware this should reload your usb controls once this is done restart and plug you shopbot in this should show as new hardware found and load the drivers for it. 3.8.26 doesn't have the sped test as the older software did so no the speed test will not run.

[tomhartnett]

Jim,

I'm sorry you're experience has been so frustrating. We have been quite busy and a little shorthanded on tech support recently, I've just been brought on last week so I've not quite been able to man the phones and alleviate the backup we have had. I can say, if you give us a call and get into the phone queue, one of the senior guys here will get back to you pretty shortly and work with you for as long as need be to solve your comm problem. I apologize if you feel any previous calls got overlooked, this Tuesday-Wednesday had been particularly busy for us.

I'm going to make some other recommendations in the meantime as comm issues can have many sources, and it doesn't hurt to get any ideas out there.

Trying the other computer if possible will be a good test. This gives you a fresh install of the software, USB controllers, and checks your PC hardware. We want to be sure that these PC's can run our software and a ShopBot too, make sure your devices are up to snuff with our recommended standards. Doesn't take much to run it, but make sure your computer has:
about a 2.0 ghz processor (Dual-core or better, Pentium is good), and 2gb (4gb or more prefferred) of RAM.

Sounds like you have made sure all unnecessary software, anti-virus, screensavers, Windows Updates, UserAccount control settings, and sleep options are turned off. Another thing to check is that you power saving options are not telling the USB ports or the CPU to power down or turn off when on low battery.

Make sure that there are not any excess motor cables looped up in the control box. In general, make sure your cables are not looped as much as possible. I know your dust collection is grounded, but make sure there is not any metal contacting the tool between it and the collection system. And make sure your spindle/router cable is not crossing over, or is too close, to other cables.

With the software loaded (and with the tool connected if possible) use the key command UD. This will pull up some diagnostic information. Most of these values are self-explanatory so make sure that Control Box firmware version and IniVersion have values. Also make sure that your tool is looking at the right port (should be 4). You can also check your speed here (should be around 5: 0) and your supply VDC value (should be 5.0). Check that there isn't anything else here out of the ordinary.

Check in device manager under Universal Serial Bus controllers. Uninstall everything that is unnecessary as some USB controllers can interfere with one another (This does not sound like it is the issue). Then uninstall the ShopBot controllers and reinstall them, do the same with the USB controllers, you may need to visit your computer manufacturers website to find its specific USB controllers. (This is more likely)

Give a call if you don't have success, or if you'd like to talk this through with someone. If you don't get put right through to someone, give your info to reception and they'll get you in our queue. It isn't too busy this morning, but we only have two guys working tech support today, and I'm too green to help you past here without having other help. I assure you that you'll hear back from someone fairly quickly if you don't get put right through to someone and leave your info. And let them know what you've done so far, I can pass this info along if you reference me on the phone.

Best regards,
-Tom H.

[MogulTx]

I will not go flame anyone. I have seen more than a few people have issues with their machines... heck I'VE had trouble with my machine. Pretty much every time it is something that is well beyond the scope of what ShopBot has done AND they help me to figure it out and fix it and charge me ZERO for customer service. They fixed a lightning struck board for me in about 24 hours turn around time. Diagnosis and phone support = $0. Board repair= VERY reasonable. They have spent significant time with me on the phone doing diagnoses... and always ask if I need fast delivery if I need a part. But your trouble sounds like a computer problem, communications problem ( computer to sensors on the machine) or something along those lines. It will be a one time gremlin to find and fix...

When a technical object is not acting in the manner in which it should, get with the experts and see how it is that you approach the issues. This sounds like a fairly new machine, so it may be a set up issue. Do you have a peer locally that can look at it? Have you written down the specifics of the sequence of events that is messing with you, and called them about it? That's what I would do, and I would be prepared to have the phone AT the machine, so I could walk through a few checks with them. That is the way most of my frustrating scenarios have ended... and I have experience with Frank- so I usually ask for him. He stays calm and gently points me in the right direction to figure out what it is that I have hammed up... but I understand that ALL their people are smart, cautious, and considerate... and they help in every way that they can...

Don't throw your hands up, because that would be calling it quits and failing. Throw your hands and heart into the job of figuring it out- then you will be accomplishing something AND solving the source of your frustration.

Monty