Author Topic: Agilent InfiniiVision DSOX2MSO upgrade trouble...  (Read 4356 times)

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Offline elCapTopic starter

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Agilent InfiniiVision DSOX2MSO upgrade trouble...
« on: May 02, 2011, 07:13:21 am »
Hi all, first post!

Today I received my MSO upgrade for my Agilent DSO-X 2014A. The kit includes the probes, license certificate, and a sticker to put on the scope (Saying "MSO Enabled"). To get the license key, you have to go to an Agilent page and enter some information about your scope and they will e-mail you the license file. No problem, easy. But the reply I got said:

Quote
Dear Customer:

An error has occurred in the process of redeeming your license that is preventing us from serving you at this time.

All available information and error messages have been forwarded on your behalf to a technical response team. You should receive resolution or a response within one business day which will be sent to you at this email address. If the error can be repaired without further input from you, the response you receive will be the correct license file.

We apologize for any inconvenience this has caused and are working to remedy it as soon as possible. The reference number for this incident is XXXXXXXXXXXXXX.

Sincerely,


Licensing Support
Agilent Technologies, Inc.

What the...??!! I had already put on the MSO Enabled sticker and probes were hocked up. I was ready! A bit disappointed, but actually I was not surprised.

After about 40 minutes I got another mail with the license file! Great! The file worked but the information in the mail is totally wrong. Here's what it said:

Quote
Dear Agilent Customer

This message contains the License string(s) that you requested.

Each oscilloscope has a unique Instrument ID. If you ordered License strings for multiple oscilloscopes please ensure that you enter the correct License string into each instrument. To view an oscilloscopes Instrument ID, press the Utility key, then press the Options softkey, then press the Licenses softkey (labeled "Features" in 5.20 and previous releases), then press the Show license information softkey (Utility -> Options -> Licenses (previously Features) -> Show license information).

To enable each feature:
1. Press Utility -> Options -> Licenses (previously Features).
2. Enter the entire license string. Select letters and numbers using the Entry knob and enter them using the Enter softkey.
3. Press the Apply key.

Upon successful completion a message will be displayed indicating that you must turn off the oscilloscope and then turn it on again to activate the new features.

To verify that the license is installed press Utility -> Options -> Licenses (previously Features) -> Show license information.

Note some new oscilloscope features require the latest software in order to operate. The latest software and documentation can be downloaded from the following web pages. Select the appropriate web pages based on the model you are licensing.

5000 Series: http://www.agilent.com/find/5000sw
http://www.agilent.com/find/5000manual

6000 Series: http://www.agilent.com/find/6000sw
http://www.agilent.com/find/6000manual

7000 Series: http://www.agilent.com/find/7000sw
http://www.agilent.com/find/7000manual

For technical assistance regarding license installation please contact your local Agilent office.
The complete list is available at http://www.agilent.com/find/contactus. In the U.S. call 1-800-829-4444.

No information for the new line of InfiniiVision scopes and no information on how to actually enable the license. There is no License soft button on the InfiniiVision under Utiliy-->Option.
(to enable the license just put the lic file on an USB stick, plug it in to the scope, locate the file and click on it, a message appears, power cycle the scope, done. Easy)

I think Agilent have had plenty of time to fix this (almost 3month since release) and should put higher priority on the upgrade part. After all, it's a major part of the marketing of the scopes and then it should work flawless and be done correctly.

This together with the power consumption when off, and some other minor issues with the scope, and the 1272A meter I also have, has dropped my confident in Agilent products. I will think more than twice before investing in more Agilent gear.

Sorry, long post. Now I'll do some browsing/window shopping for Fluke and Tektronix products  ;)
 

Offline tnt

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Re: Agilent InfiniiVision DSOX2MSO upgrade trouble...
« Reply #1 on: May 02, 2011, 08:50:33 am »
Well all of your criticism seems to be about their licensing system ... not about the performance of the item itself.

For me, as long as the scope performs well, I don't see much issue if their email texts are a bit ouf of date. It's all in the manual anyway.
 

Offline Mechatrommer

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Re: Agilent InfiniiVision DSOX2MSO upgrade trouble...
« Reply #2 on: May 02, 2011, 09:14:45 am »
a review of service and support. one of a kind, for a better future, ;)
Nature: Evolution and the Illusion of Randomness (Stephen L. Talbott): Its now indisputable that... organisms “expertise” contextualizes its genome, and its nonsense to say that these powers are under the control of the genome being contextualized - Barbara McClintock
 

Offline mikeselectricstuff

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Re: Agilent InfiniiVision DSOX2MSO upgrade trouble...
« Reply #3 on: May 02, 2011, 09:19:52 am »
So what did Agilent say when you called them?
Youtube channel:Taking wierd stuff apart. Very apart.
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Day Job: Mostly LEDs
 


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