Dive Rite NiTek Logic Software - BEWARE
- Thread starter WarmWaterDiver
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OP
WarmWaterDiver
Contributor
crestgel:
Interesting - our Nitek3 units have always had the dot of white paint - I suspected it was a factory QC acceptance mark, or some tamper-evident type seal which if missing would put you crosswise for warranty issues. We haven't had to replace the batteries in our NiTek3's after 4 years of ownership (yeah - we need more vacations!) so the white paint dot remains intact on both units.
Who at Dive Rite told you if you had the white paint dot you needed to return the NiTek He unit to Dive Rite? Was it Jerry, KVDiver from post #12?
crestgel
Contributor
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WarmWaterDiver:
This happened about 6 months ago. My HE has worked okay when it comes to transfers since then. The person that advised it was Dyson. He was the one that asked me what color the dot was. My dot is now a translucent copper.
I say okay because the HE dock itself is poorly designed. It uses these brass or copper screws for the contact points. I find that I have to wet them before doing a transfer or it does not transfer right.
OP
WarmWaterDiver
Contributor
Thanks for the info. I agree the serial dock could have some difference in design, but keep in mind it was done way before thoughts of USB, etc. in the 1990's.
It's the springs under the contact pins in the dock I find finicky - but I don't wet the contacts, that's a good tip. I make sure there's metal-to-metal contact between the pins and the metal points on the NiTek3, make sure I mash it in place and slip the restraining band on, and (previously, pre-upgrade) away we'd go.
It's the springs under the contact pins in the dock I find finicky - but I don't wet the contacts, that's a good tip. I make sure there's metal-to-metal contact between the pins and the metal points on the NiTek3, make sure I mash it in place and slip the restraining band on, and (previously, pre-upgrade) away we'd go.
OP
WarmWaterDiver
Contributor
Well, my status is still 'work in progress' currently.
spyder & others - you could call the phone number posted by KVDiver and ask to speak directly with Jerry - if you have flat rate phone service or leftover minutes or something. It is very interesting KVDiver made one and only one post in this community, about how Dive Rite 'strives to address all customer concerns', yet you, as well as me, have had significant periods of silence after rasisng our concerns and issues.
spyder & others - you could call the phone number posted by KVDiver and ask to speak directly with Jerry - if you have flat rate phone service or leftover minutes or something. It is very interesting KVDiver made one and only one post in this community, about how Dive Rite 'strives to address all customer concerns', yet you, as well as me, have had significant periods of silence after rasisng our concerns and issues.
Hi folks...I was burned by DR too. Below is an e-mail transcript of everything I still have about a software issue I had with DR. Let this be a warning to everyone about DRs support of their computer DL kit/software...the computers are great, no problem...but if you want to use the DL kit, be prepared do deal with **** like this.
-Trey
Best to read this from the bottom up...I'll be doing it in 2 posts so it fits...starts with the bottom of the 2nd post...
---------------
July 2004
Well, apparently threats are the only way things get done over there, because it's the only 2 times that you have bothered to help me in a timely manner. I AM an IT professional, not a dim-witted computer user...let me assure you that I made 2 exports using your software to 2 different drives before I ran your update! The back-up portion of the software on the original version that I received DOES NOT WORK...I have tried it since then. It only creates the file that I sent to you before(FYI-I run Win2k). I have programmers here at work who could create better software than that in their sleep! I back-up my software CONSTANTLY...I create an image (.gho) of my C: into a folder on my D: EVERY MONTH. The files you asked me for were simply NOT THERE...did not exist on any of the images using ghost explorer. I appreciate your 'courtesy', but why in the hell did it take over 6 months to get a real answer and some help out of you guys? I've been a big fan and supporter of your products for years and the ONE time that I needed help I was TOTALLY snubbed by you guys for over 2 months before I was even contacted! Then I had to go through this nightmare with you. That is not acceptable customer service. If you think it is, then you guys have a problem...you've already lost me as a customer and you've lost my support. Anyone who asks about your products, I'm going to tell them how I was treated. No more, no less. I think that will be enough.
-Trey Lessard
----- Original Message -----
From: Craig Levanduski
To: Trey Lessard
Sent: Tuesday, June 29, 2004 11:19 AM
Subject: Re: Nitek logic software troubleshooting
Trey,
It is unfortunate the you feel you need to threaten as below (for the second time). I have done my best to help you with your issue in the fastest manner available. Lamartek inc. DBA Dive Rite holds no liability in the event that Niteklogic software causes any special, incidental, indirect, or consequential damages as spelled out in the End User License Agreement you accepted during the install process. Having said that, I have confirmed the backup and update routines on every version of Niteklogic performs as intended. If there is something missing/corrupt within your backup files or folders (or lack of the backup routine being preformed), that is the responsibility of you, as a user, to use do diligence to protect your data.
Now as a courtesy I have gone ahead and manually recreated the logbook information for you from your backup folder. Please go through the attached logbook files. I have put both your and your wife's dives back in the best I can based on variables set.
I urge you to understand the reasoning and results of data backups. I also urge you to consider the effect and results of upgrades. You need to realize that data management, no matter how much you feel the responsibility falls on the vendor, falls on the owner (you). This whole situation could have been avoided if proper backup rules were followed (perform routine backups, check backups, secure backups). I hope you come to understand this with our and all installed software on your computer system.
Regards,
Craig Levanduski
Products Manager/IT Manager
Lamartek Inc. DBA Dive Rite
----- Original Message -----
From: Trey Lessard
To: Craig Levanduski
Sent: Friday, June 18, 2004 12:30 PM
Subject: Re: Nitek logic software troubleshooting
So, since your software is flawed and only creates one back-up file I'm just supposed to grin and bear it? If you can't stand behind your products I don't see how you can stay in bussiness. I trusted that my 2 years worth dive files would be safe using your download/back-up system...appearantly not. I followed your update instructions by-the-book when I ran the update file I downloaded from your website. I would like to know what your company is willing to offer me in the way of compensatory damages? Best case scenario for me is that I am reimbursed for the purchase price of mine and my wifes Niteks and my download kit so I can go purchase your competitors computers. I can honestly say that with the type of product and service you have have given me I think I have been more than cooperative in having waited over 6 months for a final response from your company on this issue.
If I am not contacted back within 2 weeks of this e-mail with an offering for my damages I will file a report with the BBB and I will make sure that EVERYONE I talk to and every message I post on the SCUBA board has the information about your flawed product and how I was treated by your company.
Good day,
Trey Lessard
So my 'back-up' file that was created by your software is useless even though when I open it as a text file I can see that my log data is still there?
-Trey
Best to read this from the bottom up...I'll be doing it in 2 posts so it fits...starts with the bottom of the 2nd post...
---------------
July 2004
Well, apparently threats are the only way things get done over there, because it's the only 2 times that you have bothered to help me in a timely manner. I AM an IT professional, not a dim-witted computer user...let me assure you that I made 2 exports using your software to 2 different drives before I ran your update! The back-up portion of the software on the original version that I received DOES NOT WORK...I have tried it since then. It only creates the file that I sent to you before(FYI-I run Win2k). I have programmers here at work who could create better software than that in their sleep! I back-up my software CONSTANTLY...I create an image (.gho) of my C: into a folder on my D: EVERY MONTH. The files you asked me for were simply NOT THERE...did not exist on any of the images using ghost explorer. I appreciate your 'courtesy', but why in the hell did it take over 6 months to get a real answer and some help out of you guys? I've been a big fan and supporter of your products for years and the ONE time that I needed help I was TOTALLY snubbed by you guys for over 2 months before I was even contacted! Then I had to go through this nightmare with you. That is not acceptable customer service. If you think it is, then you guys have a problem...you've already lost me as a customer and you've lost my support. Anyone who asks about your products, I'm going to tell them how I was treated. No more, no less. I think that will be enough.
-Trey Lessard
----- Original Message -----
From: Craig Levanduski
To: Trey Lessard
Sent: Tuesday, June 29, 2004 11:19 AM
Subject: Re: Nitek logic software troubleshooting
Trey,
It is unfortunate the you feel you need to threaten as below (for the second time). I have done my best to help you with your issue in the fastest manner available. Lamartek inc. DBA Dive Rite holds no liability in the event that Niteklogic software causes any special, incidental, indirect, or consequential damages as spelled out in the End User License Agreement you accepted during the install process. Having said that, I have confirmed the backup and update routines on every version of Niteklogic performs as intended. If there is something missing/corrupt within your backup files or folders (or lack of the backup routine being preformed), that is the responsibility of you, as a user, to use do diligence to protect your data.
Now as a courtesy I have gone ahead and manually recreated the logbook information for you from your backup folder. Please go through the attached logbook files. I have put both your and your wife's dives back in the best I can based on variables set.
I urge you to understand the reasoning and results of data backups. I also urge you to consider the effect and results of upgrades. You need to realize that data management, no matter how much you feel the responsibility falls on the vendor, falls on the owner (you). This whole situation could have been avoided if proper backup rules were followed (perform routine backups, check backups, secure backups). I hope you come to understand this with our and all installed software on your computer system.
Regards,
Craig Levanduski
Products Manager/IT Manager
Lamartek Inc. DBA Dive Rite
----- Original Message -----
From: Trey Lessard
To: Craig Levanduski
Sent: Friday, June 18, 2004 12:30 PM
Subject: Re: Nitek logic software troubleshooting
So, since your software is flawed and only creates one back-up file I'm just supposed to grin and bear it? If you can't stand behind your products I don't see how you can stay in bussiness. I trusted that my 2 years worth dive files would be safe using your download/back-up system...appearantly not. I followed your update instructions by-the-book when I ran the update file I downloaded from your website. I would like to know what your company is willing to offer me in the way of compensatory damages? Best case scenario for me is that I am reimbursed for the purchase price of mine and my wifes Niteks and my download kit so I can go purchase your competitors computers. I can honestly say that with the type of product and service you have have given me I think I have been more than cooperative in having waited over 6 months for a final response from your company on this issue.
If I am not contacted back within 2 weeks of this e-mail with an offering for my damages I will file a report with the BBB and I will make sure that EVERYONE I talk to and every message I post on the SCUBA board has the information about your flawed product and how I was treated by your company.
Good day,
Trey Lessard
So my 'back-up' file that was created by your software is useless even though when I open it as a text file I can see that my log data is still there?
----- Original Message -----
From: Craig Levanduski
To: Trey Lessard
Sent: Friday, June 18, 2004 8:22 AM
Subject: Re: Nitek logic software troubleshooting
Trey,
I'm sorry. I thought I did respond. Without the mix and points files, there is no way to recreate the logs. Sorry for the bad news...
Regards,
Craig Levanduski
Products Manager/IT Manager
Lamartek Inc. DBA Dive Rite
----- Original Message -----
From: Trey Lessard
To: Craig
Sent: Thursday, June 17, 2004 5:25 PM
Subject: Re: Nitek logic software troubleshooting
So, were you guys ever planning on getting back to me on this?
-Trey
----- Original Message -----
From: Craig
To: 'Trey Lessard'
Sent: Tuesday, April 06, 2004 7:54 AM
Subject: RE: Nitek logic software troubleshooting
Trey,
Sorry this is taking so long Im was able to see your logbook but the profile details are missing. Your logbook files are currently being looked at by the programmer to see if there is any way to recreate the missing files. Sorry for the bad news but Ill follow up with you again when I get a final word
P.S. The MIX and points files hold the downloaded information form the Nitek Computer. Air is still a mix of gas (21% oxygen, 79% Nitrogen, and 0% Helium) and this information is needed, although the points file is the critical file in this instance.
Craig Levanduski
craig@diverite.com
Dive Rite
175 NW Washington St
Lake City, FL 32055
--------------------------------------------------------------------------------
From: Trey Lessard [mailto:trey@loudwater.com]
Sent: Tuesday, March 30, 2004 7:52 PM
To: Craig
Subject: Re: Nitek logic software troubleshooting
The files do not exist anywhere on my computer...Just FYI: ALL dives were made on regular Air. Both of our computers are regular Niteks, so I'm not sure if this would be a reason for a 'mix' file to not exist. Please let me know what the verdict is ASAP.
Thanks, Trey
----- Original Message -----
From: Craig
To: 'Trey Lessard'
Sent: Friday, March 26, 2004 9:35 AM
Subject: RE: Nitek logic software troubleshooting
Trey,
That is a good question. I dont have that answer for you, sorry. Let me know when/if you find these files. Thanks
Regards,
Craig Levanduski
craig@diverite.com
Dive Rite
175 NW Washington St
Lake City, FL 32055
--------------------------------------------------------------------------------
From: Trey Lessard [mailto:trey@loudwater.com]
Sent: Friday, March 26, 2004 9:45 AM
To: Craig
Subject: Re: Nitek logic software troubleshooting
I didn't move ANY files around, so if they are supposed to be in those folders I sent to you and they are not, then they are gone. I'll do a search tonight when I get home and let you know for sure. If those files are so important, why weren't they included in the back-up export?
----- Original Message -----
From: Craig
To: 'Trey Lessard'
Sent: Friday, March 26, 2004 7:37 AM
Subject: RE: Nitek logic software troubleshooting
Trey,
I believe I have isolated the issue with the error you are receiving and we are working on a solution to fix the corrupted data. I see another issue, though Neither of these ZIP files contains logbook_pts.cdx, logbook_pts.dbf, logbook_mix.cdx, or logbook_mix.dbf. These files contain the information from the dive computer download for the graph generation on the dive details. Can you do a search on your computer to see if you have copies of these files? Im afraid that we might not be able to recover the dive details without this information (but we will do all we can!). Let me know what you find. Thanks
Craig Levanduski
craig@diverite.com
Dive Rite
175 NW Washington St
Lake City, FL 32055
--------------------------------------------------------------------------------
From: Trey Lessard [mailto:trey@loudwater.com]
Sent: Thursday, March 25, 2004 9:34 PM
To: Craig
Subject: Re: Nitek logic software troubleshooting
As I have explained to several other people before, I ended up uninstalling and reinstalling completely after what seemed to be a botched upgrade (the details of which I cannot remember...had I been helped when everyone was back from DEMA after I first called, I would be able to provide you with more information). After importing my old dive log from backup, I get the error:
'0-124' is not a valid integer value.
and I am unable to view my logbook.
Attached is the Diverite folder and the back-up I made before the upgrade. FYI-my logbook contains the logbooks of myself and my wife Cyndi under 2 different folders.
Thank you,
Trey
----- Original Message -----
From: Craig
To: trey@loudwater.com
Sent: Thursday, March 25, 2004 11:17 AM
Subject: RE: Nitek logic software troubleshooting
Good Morning Trey,
Im sorry to hear of your troubles with the upgrade process of Niteklogic. I do not have you original E-mail so I want to recap the information handed to me.
From what I understand, you have been using Niteklogic for 2 years. After your last upgrade you can no longer access your old log book (it actually needs to be upgraded also. This is usually done on initial opening). So now you cannot view, edit, or add information to your existing logbook.
I feel the easiest solution to this is to simply concentrate on restoring the information from your backup directory to Niteklogic. First I would like to know what information you have. Please zip (using WinZip or similar software) and E-mail me the entire diverite folder from your program files folder.(i.e. c:\program files\diverite). Also send me a zip of the latest backup information whether copied diverite folder or backup function from before the upgrade process).
I will do want a can to retrieve your logbook information from existing and backup information.
Thanks
Craig Levanduski
Dive Rite
---------- Original Message ----------------------------------
From: trey@loudwater.com
Date: Wed, 24 Mar 2004 15:35:30 -0500 (EST)
This will be my 5th attempt in the last 6 months at getting some support on my Nitek download software(I've already made 4 phone calls).
I still have not heard back from your programmer. This is getting old and if I do not get some support on this ASAP I will be filing a report with the BBB. Not to mention all the bad press you'll get on your products from me here in Austin, TX...I'll make sure every dive shop knows how I've been treated and how well you stand behind your products!
Phone: Hm 512-
Wk 512-
From: Craig Levanduski
To: Trey Lessard
Sent: Friday, June 18, 2004 8:22 AM
Subject: Re: Nitek logic software troubleshooting
Trey,
I'm sorry. I thought I did respond. Without the mix and points files, there is no way to recreate the logs. Sorry for the bad news...
Regards,
Craig Levanduski
Products Manager/IT Manager
Lamartek Inc. DBA Dive Rite
----- Original Message -----
From: Trey Lessard
To: Craig
Sent: Thursday, June 17, 2004 5:25 PM
Subject: Re: Nitek logic software troubleshooting
So, were you guys ever planning on getting back to me on this?
-Trey
----- Original Message -----
From: Craig
To: 'Trey Lessard'
Sent: Tuesday, April 06, 2004 7:54 AM
Subject: RE: Nitek logic software troubleshooting
Trey,
Sorry this is taking so long Im was able to see your logbook but the profile details are missing. Your logbook files are currently being looked at by the programmer to see if there is any way to recreate the missing files. Sorry for the bad news but Ill follow up with you again when I get a final word
P.S. The MIX and points files hold the downloaded information form the Nitek Computer. Air is still a mix of gas (21% oxygen, 79% Nitrogen, and 0% Helium) and this information is needed, although the points file is the critical file in this instance.
Craig Levanduski
craig@diverite.com
Dive Rite
175 NW Washington St
Lake City, FL 32055
--------------------------------------------------------------------------------
From: Trey Lessard [mailto:trey@loudwater.com]
Sent: Tuesday, March 30, 2004 7:52 PM
To: Craig
Subject: Re: Nitek logic software troubleshooting
The files do not exist anywhere on my computer...Just FYI: ALL dives were made on regular Air. Both of our computers are regular Niteks, so I'm not sure if this would be a reason for a 'mix' file to not exist. Please let me know what the verdict is ASAP.
Thanks, Trey
----- Original Message -----
From: Craig
To: 'Trey Lessard'
Sent: Friday, March 26, 2004 9:35 AM
Subject: RE: Nitek logic software troubleshooting
Trey,
That is a good question. I dont have that answer for you, sorry. Let me know when/if you find these files. Thanks
Regards,
Craig Levanduski
craig@diverite.com
Dive Rite
175 NW Washington St
Lake City, FL 32055
--------------------------------------------------------------------------------
From: Trey Lessard [mailto:trey@loudwater.com]
Sent: Friday, March 26, 2004 9:45 AM
To: Craig
Subject: Re: Nitek logic software troubleshooting
I didn't move ANY files around, so if they are supposed to be in those folders I sent to you and they are not, then they are gone. I'll do a search tonight when I get home and let you know for sure. If those files are so important, why weren't they included in the back-up export?
----- Original Message -----
From: Craig
To: 'Trey Lessard'
Sent: Friday, March 26, 2004 7:37 AM
Subject: RE: Nitek logic software troubleshooting
Trey,
I believe I have isolated the issue with the error you are receiving and we are working on a solution to fix the corrupted data. I see another issue, though Neither of these ZIP files contains logbook_pts.cdx, logbook_pts.dbf, logbook_mix.cdx, or logbook_mix.dbf. These files contain the information from the dive computer download for the graph generation on the dive details. Can you do a search on your computer to see if you have copies of these files? Im afraid that we might not be able to recover the dive details without this information (but we will do all we can!). Let me know what you find. Thanks
Craig Levanduski
craig@diverite.com
Dive Rite
175 NW Washington St
Lake City, FL 32055
--------------------------------------------------------------------------------
From: Trey Lessard [mailto:trey@loudwater.com]
Sent: Thursday, March 25, 2004 9:34 PM
To: Craig
Subject: Re: Nitek logic software troubleshooting
As I have explained to several other people before, I ended up uninstalling and reinstalling completely after what seemed to be a botched upgrade (the details of which I cannot remember...had I been helped when everyone was back from DEMA after I first called, I would be able to provide you with more information). After importing my old dive log from backup, I get the error:
'0-124' is not a valid integer value.
and I am unable to view my logbook.
Attached is the Diverite folder and the back-up I made before the upgrade. FYI-my logbook contains the logbooks of myself and my wife Cyndi under 2 different folders.
Thank you,
Trey
----- Original Message -----
From: Craig
To: trey@loudwater.com
Sent: Thursday, March 25, 2004 11:17 AM
Subject: RE: Nitek logic software troubleshooting
Good Morning Trey,
Im sorry to hear of your troubles with the upgrade process of Niteklogic. I do not have you original E-mail so I want to recap the information handed to me.
From what I understand, you have been using Niteklogic for 2 years. After your last upgrade you can no longer access your old log book (it actually needs to be upgraded also. This is usually done on initial opening). So now you cannot view, edit, or add information to your existing logbook.
I feel the easiest solution to this is to simply concentrate on restoring the information from your backup directory to Niteklogic. First I would like to know what information you have. Please zip (using WinZip or similar software) and E-mail me the entire diverite folder from your program files folder.(i.e. c:\program files\diverite). Also send me a zip of the latest backup information whether copied diverite folder or backup function from before the upgrade process).
I will do want a can to retrieve your logbook information from existing and backup information.
Thanks
Craig Levanduski
Dive Rite
---------- Original Message ----------------------------------
From: trey@loudwater.com
Date: Wed, 24 Mar 2004 15:35:30 -0500 (EST)
This will be my 5th attempt in the last 6 months at getting some support on my Nitek download software(I've already made 4 phone calls).
I still have not heard back from your programmer. This is getting old and if I do not get some support on this ASAP I will be filing a report with the BBB. Not to mention all the bad press you'll get on your products from me here in Austin, TX...I'll make sure every dive shop knows how I've been treated and how well you stand behind your products!
Phone: Hm 512-
Wk 512-
OP
WarmWaterDiver
Contributor
Well, Dive Rite's been able to duplicate my problem, so no denying it exists, but is still working on a fix, if any.
FYI, for those still seeking a link to NiTek Logic v3.24, I found it posted on the Dive Rite Express web site, but not yet on Dive Rite's site. It's in their 'Library' section, under "Computers".
http://www.diveriteexpress.com/library/
Recently, there have been posts of a number of Dive Rite NiTek Duo and Apeks Quantum computers failing - but not yet anything on the Dive Rite, Dive Rite Express, nor Apeks web sites about these failures. See the posts by leadweight, divesherpa, and chrisch in this thread. I'm amazed there isn't a recall already in progress!
http://www.scubaboard.com/showthread.php?t=100233&page=2
FYI, for those still seeking a link to NiTek Logic v3.24, I found it posted on the Dive Rite Express web site, but not yet on Dive Rite's site. It's in their 'Library' section, under "Computers".
http://www.diveriteexpress.com/library/
Recently, there have been posts of a number of Dive Rite NiTek Duo and Apeks Quantum computers failing - but not yet anything on the Dive Rite, Dive Rite Express, nor Apeks web sites about these failures. See the posts by leadweight, divesherpa, and chrisch in this thread. I'm amazed there isn't a recall already in progress!
http://www.scubaboard.com/showthread.php?t=100233&page=2
I had the same issues with trying to download. How I fixed it (XP Pro) I went in to the hardware settings for my usb device and changed the port speed to 2400 baud, and unchecked the 16650. Downloads the dives but after it's done still throws the error.
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