montylee Posted March 26, 2009 Report Share Posted March 26, 2009 I don't know about other users, but the EMC support website is probably the worst I ever encountered, at least as far as Macintosh support goes. First, I attempted to request a Customer Service support and after filling out the online form, I click submit only to get "DB Error: unknown error" and nothing else. I tried Safari and Firefox, both with the same error. Next I tried to submit a website feedback to report the error. When I select the pop-up box "Website feedback" from the support page, I get a blank screen in Safari. Nothing at all. In Firefox I get "Connection Interrupted. The connection to the server was reset while the page was loading. The network link was interrupted while negotiating a connection. Please try again. I've tried numerous times today and conclude that it isn't my problem but theirs. In short, there is no way so request any type of support from any part of EMC Retrospect. At best I can post it on the forum. What a terrible website!!!!!! Monty Quote Link to comment Share on other sites More sharing options...
Mayoff Posted March 26, 2009 Report Share Posted March 26, 2009 Have you tried calling technical support? EMC does not offer email based support without a support contract. Please go to http://www.retrospect.com/contactsupport for contact info. If you can provide the URL for the pages you had problems with, I can have the webteam fix them. Quote Link to comment Share on other sites More sharing options...
montylee Posted March 26, 2009 Author Report Share Posted March 26, 2009 I just bought the program and have 30 days. I see nothing on your link other than telling me to call, which will have to wait until tomorrow. I do not see any way to submit an online tech support request. As far as the bugs, they pages are: http://www.retrospect.com/supportupdates/service/feedback Select "Website Feedback" and you get the errors for that item. The other is: http://www.retrospect.com/supportupdates/service/email/ You can fill it out (Safari or Firefox) and then click "Submit" to get the db error message every single time. Quote Link to comment Share on other sites More sharing options...
Mayoff Posted March 26, 2009 Report Share Posted March 26, 2009 You can not submit an online tech support request. You need to call for technical support. You get 30 days of free support. The link I provided has links to world wide phone numbers. Quote Link to comment Share on other sites More sharing options...
Mayoff Posted March 26, 2009 Report Share Posted March 26, 2009 I tried the feedback form and it worked perfect for me on Safari 4 under 10.5.6 I also tried the /service/email form under the same configuration and it also worked perfect for me when all fields are completed. See screenshot after I clicked submit.... Quote Link to comment Share on other sites More sharing options...
montylee Posted March 26, 2009 Author Report Share Posted March 26, 2009 I am not running the beta. I am using Safari 3.2.1 (the latest non-beta release). I tried the latest version of Firefox. I tried my laptop with the same results. Perhaps it is a conflict with an Internet plug-in (Shockwave, Flash, et al) but I've got no idea where to begin to troubleshoot. All my plug-ins are standard. I've got Flash, Flip4Mac, Google Earth, iPhoto, PDF Browser, Quartz, Qucktime, and Silverlight. Same plug-ins on the laptop. After your post, I tried my wife's iMac (Intel chip) and it doesn't work on hers either. Quote Link to comment Share on other sites More sharing options...
Mayoff Posted March 26, 2009 Report Share Posted March 26, 2009 Maybe some type of firewall is preventing some types of connections to our site. No matter what I do, I can't reproduce the problem. Quote Link to comment Share on other sites More sharing options...
Mayoff Posted March 26, 2009 Report Share Posted March 26, 2009 I tried the website from a different computer in a different location running Safari 3.2.1 (5525.27.1) and everything works for me. Quote Link to comment Share on other sites More sharing options...
montylee Posted March 26, 2009 Author Report Share Posted March 26, 2009 Ok, I will troubleshoot it some more at my end. 3 computers though seems pretty strange. The error "db error" also is not something generated by my Mac or by the ISP. However, I will contact my ISP (CenturyTel DSL) to see if they have something causing the problem. I have no trouble with any other sites (banking, brokerage, etc.). Quote Link to comment Share on other sites More sharing options...
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