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SUPPORT DISCUSSIONS

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LAST POST: Oct 2, 2012 3:27 PM by

Hi everyone,

It looks like there are a significant number of serious issues with the Pacer since the Manager and Firmware updates last week. I have had multiple problems with my Pacer after previous updates,as well.

If you haven't already, please send your issues to miCoach support team so they know how serious this is. I really love the miCoach, but I absolutely dread seeing that there is an update available because I know that I am in for problems.

Also, I think that any new update be at the users option. We should have choice if we want to download it similar to other software updates. If you agree with this please let customer support know this, too.

Again, please let customer support know the seriousness of this problem and hopefully they will have a quick resolution and be better prepared for (dare I say it) the next update.

Thanks,

Tags: update, problem, inaccurate, pacer, micoach, problems, help, error, firmware

Jul 12, 2011 1:45 AM

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Posted on Jul 12, 2011 1:45 AM

Re: ALL PACER PROBLEMS AFTER UPDATE - SEND TO CUSTOMER SUPPORT!
darrenc

56 posts

The Feedback screen on the miCoach has been "Experiencing Technical Difficulties" since last night. I have not been able to send a message through to them. Anyone else having this issue? I'll need to try phone support next.

Thanks,

DC

Jul 12, 2011 1:37 PM

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Posted on Jul 12, 2011 1:37 PM
Re: ALL PACER PROBLEMS AFTER UPDATE - SEND TO CUSTOMER SUPPORT!
barearse

41 posts

the problems i have had since the update are: the pacer wont automatically sync, when I switched the pacer on it froze and wouldn't switch off and after the update the pacer had no power and needed charging. I have to say i am getting a little bit sick of the micoach I have had other problems in the past and there seem's to be little help.

Jul 12, 2011 3:52 PM

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Posted on Jul 12, 2011 3:52 PM
Re: ALL PACER PROBLEMS AFTER UPDATE - SEND TO CUSTOMER SUPPORT!
GMN34

2 posts

I am having the same problems. I keep searching these boards for a solution...meanwhile, not getting my workouts to download. Are we just supposed to wait on this until they are ready to give us an answer?

Jul 12, 2011 10:32 PM

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Posted on Jul 12, 2011 10:32 PM
Re: ALL PACER PROBLEMS AFTER UPDATE - SEND TO CUSTOMER SUPPORT!
mavric

4 posts

HI my pacer is totally dead after updating micoach manager and updating my firmware .
no chance after following reset on web page just shows green light totally unresponsive

Jul 12, 2011 10:55 PM

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Posted on Jul 12, 2011 10:55 PM
Re: ALL PACER PROBLEMS AFTER UPDATE - SEND TO CUSTOMER SUPPORT!
darrenc

56 posts

Hi,

You're not likely to find an answer on the forums to this issue as the miCoach won't address it here. Although, it seems such a serious issue they should address it here or send an e-mail to all miCoach owners indicating that they are working on a fix, post haste.

It's best if you contact the miCoach support team directly to tell them of your problem. You can do this via one of the following options:

Click the Feedback link on the miCoach page and send a message through the website; however, this funtion seems to be "experiencing technical difficulties", which seems a little too convenient (just sayin).

Send a message to support@micoach.com

Contact them by phone. You can find a local number for your country at the following link:
http://forum-micoach.adidas.com/docs/DOC-SUPPORT-GLO_1

You may also wish to vent on Twitter at @adidas_micoach

Thanks,

DC

Jul 12, 2011 11:53 PM

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Posted on Jul 12, 2011 11:53 PM
Re: ALL PACER PROBLEMS AFTER UPDATE - SEND TO CUSTOMER SUPPORT!
Lucia1234

127 posts

Answered by

Hi everyone,

Thanks for your feedback. We apologize to those of you who are having difficulties with your Pacer and/or sync process since the new Manager upgrade.
Please contact the support team, explaining your issue in as much detail as possible.
The development and support teams are working hard to solve the issues as soon as possible.

Thank you for your cooperation and understanding.
miCoach team

Jul 13, 2011 9:14 AM

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Posted on Jul 13, 2011 9:14 AM
Re: ALL PACER PROBLEMS AFTER UPDATE - SEND TO CUSTOMER SUPPORT!
jbagtas

2 posts

I'm having the same problems as well! All started since the update. Here's the number to call for micoach customer support: 646-500-8664 (USA). I'm not sure how helpful they're going to be...I'm currently on hold as I'm typing this.

Jul 13, 2011 3:14 PM

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Posted on Jul 13, 2011 3:14 PM
Re: ALL PACER PROBLEMS AFTER UPDATE - SEND TO CUSTOMER SUPPORT!
jbagtas

2 posts

WOW. I was on hold for 8 minutes with micoach support before the automated message hung up on me and provided this email address instead: support@micoach.com . Apparently, all their customer service reps are "engaged". I am SO disappointed with Adidas.

Jul 13, 2011 3:20 PM

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Posted on Jul 13, 2011 3:20 PM
Re: ALL PACER PROBLEMS AFTER UPDATE - SEND TO CUSTOMER SUPPORT!
WAlaerts

18 posts

I think everybody is facing the same problems.Thisis bad on one side, because a lot of people is impacted and it is good on the other side, because the same fix will probably fix all devices.

I am also disapointed with the new firmware and sync tool, and most of all, I am disapointed with Adidas for not making public some problems are in place, but giving a REAL date for a fix.

All we can do now is complain.... and pray :-(

Cheers !

WA

Jul 14, 2011 1:10 AM

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Posted on Jul 14, 2011 1:10 AM
Re: ALL PACER PROBLEMS AFTER UPDATE - SEND TO CUSTOMER SUPPORT!
darrenc

56 posts

Okay, I received a message back from the miCoach support team. Here's the basic details of what I was asked to do (I'm on Windows XP BTW)

With the Pacer plugged into the PC, in the system tray right click on the tiny green “MI” button (provided that the miCoach Manager is already running) and go to "Settings". Next go into the "Diagnostics" tab and use both functions to Erase data on Pace and Reset Pacer to factory defaults. Next go back ans sync.
You will be asked if you want to install the firmware update and you will have only one option, which is to say OK (I still have an issue with asking if you want to do something and then not offering an option to say no). I said OK to the update and experienced a delayed write failure.So I went back to the beginning steps above, repeated, did the firmware update yet again and it appears to have worked without any issues.

The problems I had with the inability of the Pacer to fully charge is resolved as it chanrged in a little over one hour.Below in the thread where I posted my issues, you'll need to scroll down to find it.

http://forum-micoach.adidas.com/message/23349#23349

At this point things seems to be back to normal.

Now, this seems to have worked to resolve my issues. Your issues may be different and may require a different solution. However, the miCoach team has responded to me within one day, apologized for the problem, indicated that the firmware update was not successful, and are working with me to fix this.

Cheers!

DC

Jul 14, 2011 1:36 AM

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Posted on Jul 14, 2011 1:36 AM
Re: ALL PACER PROBLEMS AFTER UPDATE - SEND TO CUSTOMER SUPPORT!
gergery

2 posts

Hi EveryOne,

I get the feeling this is the tip of the iceberg.

After a half dozen email exchanges with support, my pacer was finally recognized after the update.
Unfortunately this was at the expense of losing data on about a half dozen workouts.

The problems however continue. Yesterday the pacer somehow recorded a three second km as part of a 66 km run - I am training but not to that extreme!
So although I am finally able to synchronize the pacer with micoach, it synchronizes complete rubbish.

And something else. Ever since the update, I mysteroiusly recieve unsollicited adidas forum posts - about 20 per day.
All reminders, newsletters and email notifications are turned off in the settings. Yet the posts keep coming in.
I am still waiting for a solution from support. In the meantime, I am forwarding all my unwanted posts to support.
Anyone else having the same problem?

I have been using micoach for almost a year without any problems. I even purchased one for my wife.
However I am beginning to regret ever starting with Adidas.
If this mess is not cleared up soon, Adidas will have two customers less for all their products.

Disappointed but hopeful....

Jul 14, 2011 8:04 AM

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Posted on Jul 14, 2011 8:04 AM
Re: ALL PACER PROBLEMS AFTER UPDATE - SEND TO CUSTOMER SUPPORT!
Ian

4 posts

Seems a little drastic to withdraw from being a customer gergery over this issue; at least we know they're working on a solution. Have a little faith.

Jul 14, 2011 2:31 PM

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Posted on Jul 14, 2011 2:31 PM
Re: ALL PACER PROBLEMS AFTER UPDATE - SEND TO CUSTOMER SUPPORT!
BananaChipz

2 posts

I had the exact same problem. I disabled one of the USB Input devices in Device Manager, and all is now well. When you right click, don't select "uninstall", as when you plug the pacer back in it will reinitialize the second USB device. Rather, chose "disable"...

Jul 15, 2011 2:33 AM

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Posted on Jul 15, 2011 2:33 AM
Re: ALL PACER PROBLEMS AFTER UPDATE - SEND TO CUSTOMER SUPPORT!
Lucia1234

127 posts

Answered by

Hi jbagtas,

Sorry to hear this. If you email support, please let them know that you tried to call them, on which number and at what time the line was engaged for so long.

Thanks

miCoach team

Jul 15, 2011 9:17 AM

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Posted on Jul 15, 2011 9:17 AM