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I wanted to take the opportunity to tell the forum, and potential customers of ProTee, about my experience with the setup of my second hand system, and the service I've gotten from ProTee. I also want to thank Deja Vu and a couple other members directly for help with my installation.
After learning about the new vs. old cameras, and reading the great experiences everyone here has had with Jamie at ProTee, I decided to ask him if it would be a good idea to upgrade my old style cameras to the new ones right away. He recommended that I do so, and worked with me on the price of the new cameras.
I got the cameras installed and was finally ready to start setting things up in the ProTee interface. However, I could not for the life of me, get the cameras to produce a preview image for either the V or H cams. So, I reached out to Jamie again and explained my situation. He seemed to think it was nothing major and I'm sure chalked it up to just another "new user" who didn't do something correctly. I did inform him that I work in IT and am a computer nerd, so installing drivers and getting peripherals to work isn't something I'd ever had trouble with. Not like this. I tried everything, more than once. I uninstalled and reinstalled the cameras themselves, along with the drivers, multiple times.
After a couple frustrating days, Jamie had some time and remoted into my system using TeamViewer. He spent HOURS in there trying everything under the sun to get these things to work. Finally after 2 or 3 hours, he said, "I'm stumped" and advised me to contact ProTee support directly in the Netherlands. Having him be unable to get things working was both vindicating and frustrating at the same time. I knew it wasn't something dumb I overlooked, but it also wasn't fixed. Jamie was awesome the entire time and assured me we would get things working. He also asked that I please contact him when things were sorted so he could configure settings and optimize the performance of my cameras. He was genuinely concerned and wanted to be kept in the loop. Over the top customer service, part 1.
I emailed support@ProTee and explained the situation. Jamie asked that I send the email to Max's attention and let him know that he had already been in my system, to spare Max performing all the same tasks and attempted fixes Jamie already had. Max got back to me within the hour, which I found to be pretty incredible. He eventually remoted in and, he too, spent hours in my system trying to get things sorted. No luck. As a last resort, he asked if I had any other PCs in the house, and if so, could I connect the V cam to that computer to see if the problem persisted. I quickly installed TeamViewer on my other PC and Max remoted into that machine and installed ProTee interface. We were able to generate a preview image, finally, on that machine, so Max suggested I reinstall windows on the simulator PC, as there must be a corruption preventing the cameras from working.
After reinstalling windows, I again emailed Max and he remoted in. Fingers crossed, but still no preview image. The cameras showed up from day 1 but simply wouldn't allow us to generate preview images in ProTee interface. We could get camera images in other software, like TeamViewer, so we knew the cameras weren't bad. Finally, after about a week of back and forth and persistence from the ProTee team, Max figured out that I had an early developer version of Windows 10 ("N") installed, which I had forgotten about. I had built the simulator PC years prior and I had no idea it was even a rarely used version of Windows on the machine.
So, now I'm up and running and having a blast. Jamie has since been back in and optimized settings for me. These guys truly are the very best. This isn't just the best customer service I've ever received with software, it's the best customer service I've ever received, period.
Sorry for the very long post, but I would have loved to hear this if I was thinking about buying a ProTee simulator.
Josh
After learning about the new vs. old cameras, and reading the great experiences everyone here has had with Jamie at ProTee, I decided to ask him if it would be a good idea to upgrade my old style cameras to the new ones right away. He recommended that I do so, and worked with me on the price of the new cameras.
I got the cameras installed and was finally ready to start setting things up in the ProTee interface. However, I could not for the life of me, get the cameras to produce a preview image for either the V or H cams. So, I reached out to Jamie again and explained my situation. He seemed to think it was nothing major and I'm sure chalked it up to just another "new user" who didn't do something correctly. I did inform him that I work in IT and am a computer nerd, so installing drivers and getting peripherals to work isn't something I'd ever had trouble with. Not like this. I tried everything, more than once. I uninstalled and reinstalled the cameras themselves, along with the drivers, multiple times.
After a couple frustrating days, Jamie had some time and remoted into my system using TeamViewer. He spent HOURS in there trying everything under the sun to get these things to work. Finally after 2 or 3 hours, he said, "I'm stumped" and advised me to contact ProTee support directly in the Netherlands. Having him be unable to get things working was both vindicating and frustrating at the same time. I knew it wasn't something dumb I overlooked, but it also wasn't fixed. Jamie was awesome the entire time and assured me we would get things working. He also asked that I please contact him when things were sorted so he could configure settings and optimize the performance of my cameras. He was genuinely concerned and wanted to be kept in the loop. Over the top customer service, part 1.
I emailed support@ProTee and explained the situation. Jamie asked that I send the email to Max's attention and let him know that he had already been in my system, to spare Max performing all the same tasks and attempted fixes Jamie already had. Max got back to me within the hour, which I found to be pretty incredible. He eventually remoted in and, he too, spent hours in my system trying to get things sorted. No luck. As a last resort, he asked if I had any other PCs in the house, and if so, could I connect the V cam to that computer to see if the problem persisted. I quickly installed TeamViewer on my other PC and Max remoted into that machine and installed ProTee interface. We were able to generate a preview image, finally, on that machine, so Max suggested I reinstall windows on the simulator PC, as there must be a corruption preventing the cameras from working.
After reinstalling windows, I again emailed Max and he remoted in. Fingers crossed, but still no preview image. The cameras showed up from day 1 but simply wouldn't allow us to generate preview images in ProTee interface. We could get camera images in other software, like TeamViewer, so we knew the cameras weren't bad. Finally, after about a week of back and forth and persistence from the ProTee team, Max figured out that I had an early developer version of Windows 10 ("N") installed, which I had forgotten about. I had built the simulator PC years prior and I had no idea it was even a rarely used version of Windows on the machine.
So, now I'm up and running and having a blast. Jamie has since been back in and optimized settings for me. These guys truly are the very best. This isn't just the best customer service I've ever received with software, it's the best customer service I've ever received, period.
Sorry for the very long post, but I would have loved to hear this if I was thinking about buying a ProTee simulator.
Josh
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