Anyone noticed that Rohde & Schwarz is blocking firmware informations / updates?

[mhsprang]

Imagine the work that might add if you were a multi-brand dealer. 

The manufacturer may reduce the dealer price in return for the exta work? Or should dealers just sit still and earn their money for just doing that?

[Hydron]

Yeah well no firmware for the RTB2004 on Farnell site (at least for the 3 different SKUs I checked) so the answer is no, they cannot be trusted to have up to date info.

[jjoonathan]

Exactly. The answer to "can distributors be trusted to keep docs/fw up to date" is simply and precisely "no." Any words said in addition to "no" make us less accurate, not more accurate.

[mhsprang]

But we still do not know why the information is no longer available at R&S and we haven't seen any formal answer or statement as to why this is and if R&S now wants their dealers to be responsible. So, for now this is all speculation.

I have just sent an e-mail to customersupport@rohde-schwarz.com:

Dear Madam, Sir,

Over the last couple of years I purchased three R&S devices and I have registered an account on your web site to be able to download firmware updates.

Since November however, I am no longer able to download of even check for firmware updates. If I log in, I get a screen with a button I need to click to "update my account data to be able to gain access". I have now tried this 5 or 6 times, and each time my request is rejected.

I inquired about this using your Contact form, but I have never received a reply. I hope to get a reply through this channel as to why I no longer have access to firmware and documentation.

Best regards,
Meindert

I am a business with a valid business e-mail and a D&B registration. Let's hope I get an answer this time.

[barrds]

It took Farnell more than a month to send me the firmware for my RTM3004 !.

Great service from the R&S distributor.
And... the best of all, every time there is a new release we have to request the service of these people.

Seems to be that R&S is only interested in our money...

[nctnico]

It took Farnell more than a month to send me the firmware for my RTM3004 !.

Maybe you had no other option but Farnell (and similar companies) would be the last place I'd buy test equipment from as these companies are all about shuffling boxes back & forth without any knowledge of the contents. Good enough to buy parts from but things that need support not so much.

[shabaz]

I got nowhere clicking on the button to request access on the R&S website. I waited many weeks, and reattempted, and still got nowhere. Eventually I raised a case, and they sorted it within a week.

I think all businesses that possibly need access, should immediately assign at least one person to chase this up to completion, so that the business isn't left stranded if any of their engineers desperately needs access at short notice, i.e. they always have at least one person to turn to within their firm in an urgent unexpected situation. Definitely not ideal, but is a semi-practical solution until this is made more efficient.

[jc101]

I raised a query with R&S over a possible bug in the NGM-202. Short reply from them informing me they had closed the support call, and I should contact Farnell instead - which is where I bought it. So raised a query with Farnell, have to see what happens next.

[stj]

this type of crap will just lead to technical sites in asia/eastern-europe mirroring stuff.
firmware dumps and dissassembly's included - and keygens - EVERYTHING the site owners can associate with the products.

i know this because it has already happened with ham radio and sattelite recievers - among other stuff.

[barrds]

You're right, I didn't have other option.

BTW, just a few seconds ago I was able to download the latest firmware (2.5 Gbytes !) for the MXA N9020A spectrum analyzer from the Keysight website without any problems, just giving them the same private email I used with R&S, and my first and last names.
What a difference !

[tomasA]

I recently got the MXO4 and have the same software issues. Still waiting for my account to get "upgraded" to have access to any firmware/driver updates. 

[dc2light]

Been following this thread.  All very odd.
Same issue here.  Multiple pieces of gear all purchased new within the past few years.  Still able to sign into Gloris and view all the latest available software and firmware updates.
When trying to download anything, even a manual I am redirected to the Premium Content page.  Can't log in there.  Denied access multiple times after submitting requests and contacting support told to ask my distributor.  I reached out to one of my distributors and after a month I have had no resolution.  This is really hard to believe.  If this is not resolved soon it will be the last R&S equipment I will purchase.

[mhsprang]

[...] and contacting support told to ask my distributor.

Did you contact them at customersupport@rohde-schwarz.com? I did and three days later they confirmed that I had access again.

Meindert

[jjoonathan]

customersupport@rohde-schwarz.com also gave me the documents and firmware I needed before I was fully approved in the system. It's definitely worth an ask.

[dc2light]

Thanks for your responses.  Hmm, I am not sure if I contacted them from that email address.  Possibly through he contact link on the website.   
Well, I'll gave it one more try at the customersupport@rohde-schwarz.com address and will report back. 

[mhsprang]

Thanks for your responses.  Hmm, I am not sure if I contacted them from that email address.  Possibly through he contact link on the website.   
Well, I'll gave it one more try at the customersupport@rohde-schwarz.com address and will report back. 

Ah, yes. That contact link or form... I tried that too. That never resulted in a reply.

[nicnac117]

Anyone know where the RTB2 V 3 can be found ? ........ XDEVs does not have it on his FTP .

[squadchannel]

Anyone know where the RTB2 V 3 can be found ? ........ XDEVs does not have it on his FTP .

https://www.eevblog.com/forum/testgear/new-killer-scope-a-true-game-changer-from-rs-rtb2002-rtb2004/msg5847303/#msg5847303

 

I just uploaded it to xdevs ftps. it should be uploaded to /docs within a few weeks.

[craigus]

The BS canned response from R&S support I got today:

Due to our business processes, access to the download area is limited to B2B customers only. For private customers, we are working with distributors who will provide firmware and other product collateral in a convenient way. This may still take a bit of time, and we would like to ask for your patience.
In case of an urgent request, please contact your channel partner where you bought the instrument.

If you are a business partner, please share your business contacts with us.

My guess is they got some new MBA moron running support now.

I can't imagine they're doing badly financially and trying to save money by cutting support, as why would they invest the development time to put firmware and docs behind a lock and key.

[voltsandjolts]

Reply and point out this little gem from their website...

Yet still today their website says : "This multi tool integration makes it ideal for users who require compact solutions, especially students, hobbyists and engineers working in environments with limited space.".

[InductorX]

I registered with a business email just last week and was given access for downloading firmware, it's weird that apparently it's quite random, or maybe it's only existing accounts that can't/won't be upgraded? I'm inclined not to buy any R&S stuff anymore now.

[Ecogeek]

Agree, R&S seemed to have gone out of their way to annoy as many customers as possible.  I also agree they must have a new "business" manager who needs to be shown the door before the person does any more damage.

[eleguy]

I registered with a business email just last week and was given access for downloading firmware, it's weird that apparently it's quite random, or maybe it's only existing accounts that can't/won't be upgraded? I'm inclined not to buy any R&S stuff anymore now.

Yes indeed very random. We already once got the access but it seems to be now taken away.

[egonotto]

Hello,

I can't get an updated manual or the latest firmware from Rohde & Schwarz for my RTA4000 purchased in 2019 for almost 12500 €.

They wrote me:
"We regret to inform you that your request to access "Product Downloads" could not be granted because your profile does not meet the necessary requirements.

If you have any questions, please feel free to reach out to Customer Support for assistance.

We apologize for the inconvenience and thank you for your interest.

Best regards,
Rohde & Schwarz
"

Best regards
egonotto

[tv84]

We apologize for the inconvenience and thank you for your interest.

I find this phrase pretty sad... and I didn't spend $12.5k...