First time since I bought the Xsight18 remote, I am having a nightmarish time configuring the remote.
It all began with me upgrading my AVR. I bought a Denon AVR-3312 and decided to add it to the device. I opted to edit the configuration stored on the AR website but nothing happened after login and no configuration was being displayed to edit. All I could see was the moving dots indicating it is waiting to load the data, but nothing happened. Logged out, logged back in and tried to load the configuration from the remote to edit. Again the same results. Repeatedly tried to do both options, login/logout, closing browser, flushing cache and nothing worked. Finally out of desperation tried the option to Start a new setup, smug in the knowledge that the configuration the remote is safe as long as I don't download the web setup to the remote. The new setup option worked and I was prompted to add new device, meaning the site was not down.
I tried to add my TV first from the scratch and after selecting Panasonic, I gave the TV model and clicked search and nothing happened. I waited for long, tried logging out and logging in back and retried adding the TV. After innumerable tries I finally succeeded in adding the TV. I did not download the setup to remote. Next day tried adding the media player (Dune HD Smart D1) and again the same problem. I can select the manufacturer and then trying to search the model number times out. After umpteen unsuccessful tries, I opted for the advanced option to enter the setup code manually, even though I was not sure what code was needed to be entered. I was then given the option to enter the setup code. I had to exit as I did not know the setup code. Then I tried to select the option that I dont know the model number or remote number. I got a warning saying that this will overwrite the data on the remote (not sure this the exact step where I got this warning) and promptly said no to overwrite the data on the remote as I did not want to lose my current setup. Since nothing seem to be working, I logged off and took the remote back. To my shock the settings on the remote were overwritten and I just had only the TV as a device. I dont mind losing the activities and macros, which were now to be redone after the addition of new AVR, but losing the TV channels with almost 90% of them with custom made icons was a huge disappointment.
Now my question is do anyone else have problem accessing the website or adding a new device on their website? I am thinking being weekend their server may down for backup etc. as a possible explanation. Another possibility was that Windows update (windows 7 64 bit) changed something and screwed up somewhere. I tried re-installing the AR software but still the same story. Can login, load the newly created configuration with just the TV added. Unable to add any further device, except may be if I know the device setup code, which I dont know for my devices.
Don't know what to do now..Where do I complain to the AR support staff?
Clicking on the help button on the login page opens a new browser window displaying error 404. Is there a support forum or anything like that for them?Update:
Ok this is the support page:http://www.acoustic-research.com/support/?kw=ARRX18G
I haven't raised a ticket yet, waiting to see if things could improve later today and the site become responsive.Edited by steve.black - 9/16/12 at 11:04pm