Response from Epox tech support

NascarFool · Post by **NascarFool** » Thu Jun 12, 2003 7:45 pm

My question to Epox
Tried connecting an HP USB Multimedia Keyboard (Silitek SK-2506U). It works to get into the bios but does not work in WinXP. All other USB devices work fine. The Keyboard has a built in two port USB hub. I have tried all of the 8RDA+ USB ports with the same results. I have also tried the newer bios releases. My PS/2 keyboard is the same as the USB except it has no USB hub in it. The reason to switch to USB is because sometimes the PS/2 keyboard does not work unless I turn off the power supply switch and then back on to reboot. After several attempts the PS/2 will finally work. When it doesn't work, all LED's (numLock, CapsLock and ScrollLock) light up and stay on. Both keyboards work fine on my Epox 7KXA and my Compaq laptop. I have tried the Hewlett Packard software for the Keyboard but it still does the same thing.

Epox Tech Support reply
Carl,
Try removing all the case plug to the motherboard, leaving just the power switch connected, and retest.

Best Regards,

If replying include ALL PREVIOUS EMAIL TEXT. Tech. #23

============================================
Northgate Innovations
EPoX Support
techsupport@epoxusa.com
==========================================

My next question to fellow PCA members:
What the heck does the HDD LED, PWR LED, Reset and Spkr connections have to do with USB or PS/2 keyboard problems ? And NO, I have not tried this yet but curiosity may get the best of me and I just might try it.

BillyGoat · Post by **BillyGoat** » Thu Jun 12, 2003 7:51 pm

I sure as soon as they have you jump throught all there monkey hoops, they will blame xp, your router , or your case.... This is what to expect from Tier1 tech support

fearfox · Post by **fearfox** » Thu Jun 12, 2003 7:52 pm

Not sure i use to have some kind of confidence in techs over the phone and email but i have lost my respect to them. Some of them are not even certified technician or to handle the situation, there most likely sitting in front of computer and trying to solve your problem thru there database of problems. Not sure about the keyboard but dude its HP, lol j/k. Hope you find fix.

blade · Post by **blade** » Thu Jun 12, 2003 8:33 pm

Many of them try to aline your question from a checklist and have no real clue. I think that's what you got. But it was missaligned.

NascarFool · Post by **NascarFool** » Thu Jun 12, 2003 8:58 pm

On another forum (AOA), I've heard some say that disconnecting the HDD LED resolves PS/2 keyboard problems. It didn't resolve mine.

rogue · Post by **rogue** » Thu Jun 12, 2003 9:08 pm

Wow, at least you got a personal reply. When I used Epox tech support, they just sent me a packaged email with "known causes" and told me to contact the place I bought the board.

canton_kid · Post by **canton_kid** » Fri Jun 13, 2003 4:12 am

Tech support at nearly every place is turning to crap! Might as well ask the guy next door for his input as to call tech support anymore. And they wonder why people stop buying thier products when they start charging for support or make you call a $10 900 number.

Either dell or gateway was just as bad last year when I called about a bad modem for someone. Lady kept wanting me to try different cables to the phone jack and other jacks ect..
Hey, lady, the phone works and it is connected to the modem so the line is ok, and the modem speaker works, you can hear the dial tone but it does not break the dial tone or make any sounds as they do when dialing! Still she called back about 6 times having me change phone lines around and a bunch of hooey! Only one phone at the peoples house. so everytime I tried something I had to hang up then she had to call back.

At least when I finnally convinced her the modem was shot they did in home service and replaced the modem for free. That part I liked.

It was actually a lighting strike that took out the modem. They were lucky that's all it took out. Power pole was hit and blew the tranformer out side the house, must have got just enough power to blow the modem but not enough to hit the system board.

wvjohn · Post by **wvjohn** » Fri Jun 13, 2003 7:19 am

I always use the epox forum at amdmb.com for my questions -

Lmandrake · Post by **Lmandrake** » Fri Jun 13, 2003 12:50 pm

Count me among those who are amazed you got any response, particularly on a motherboard.

What I love about current trends in tech support is the option some companies have for you to pay for support. I have been having an issue with Norton Utilities Disc Doctor. If their free support is clueless, are you supposed to be motivated to pay for it?

I email their support people with a description of the problem, including telling them I am booting from a CD using a DOS image emulating a floppy.

They respond by saying that I need to run the program from DOS...

canton_kid · Post by **canton_kid** » Sat Jun 14, 2003 7:14 am

Yea, I had to fill out a long winded form at ATI to ask a question, and it wanted to know all types of crap out my system like drive types and sizes. So I have the same problem on several differant systems. What now, fill in the form and ask the same question several times?

SO, I got back an e-mail with all kinds of links I had already looked through several times. Obviously they typed in SOUND and sent back the results from the search! And of course nothing was even close to what I asked!!

So I had a address now and e-mailed em, politely told them off for doing it, and got back a correct exact answer!

Now I have an e-mail address at ATI

I am going to send them a question directly about just why they don't mention on the site clearly that MMC 7.7 will not capture on some systems before we download it! And just how do I fix it now to work?

Gona post that in a sec in video.