Stopped functioning after software update

[BogeyMan]

O.K. I need some help from you experts. I purchased the Perfect Golf subscription the other day. Noticed my Skytrak software was behind so I updated the software while I was at it. Now all of a sudden the Skytrak unit i snot functioning and reading shots. It connects to the PC registers and I get the red laser and green lights. Upon taking a shot, nothing, no light changes, no disappearing laser dot nothing, unit acts like its dead. I tried uninstalling the software and reinstalling, no change. Spent 45 useless minutes on the phone with Skytrak support. They would ask me one question about my setup go offline for 5 minutes then come back ask another question. We repeated that process for 45 minutes before they gave up and said they would have to have somebody else call me back in a day. Phone support clearly do not have a clue about their own products.

Anyway I am looking to see if any of you have had similar experiences and have overcome this?

[SkyTrak_Seth]

I was on copy for this issue (I think, at least hope it was only this). The only time I have ever seen this in the past is when the light curtain on the SkyTrak hardware stopped functioning. It may be just totally coincidental and horrible luck, but that's all I can think of as the light curtain is what tells the hardware to trigger/start taking pictures. The app has absolutely no control over when the unit triggers, so if that's not happening, it has to be hardware-related. v2.4 has been out for a few days and no issues like the above reported. Let me know if I can help move to next steps, but I've already briefed support on this specific case so hopefully they can take care of you swiftly.

[BogeyMan]

I have not used the unit in maybe a month, been disappointed with distance issues so I have not been using it much, last used at lunch one day when I brought a colleague home to see the setup I created and we both hit on on it for about 30 minutes. Could be coincidence, I guess because I did not hit on the unit right before software upgrade. I downloaded Perfect Golf, then for S&G's I checked my software version noticed I was behind and updated that at the same time. I then tried to get Perfect Golf to work and it will connect to the SKytrak unit but never registered a shot. So I backed up and just thought what the heck I will try just SKytrak software, and still nothing.

[Tekbud]

There was one person I remember having an issue after an update and he went back to the last version with help from skygolf technical support and reverted firmware. May want to give that a shot.

[BogeyMan]

At this point its in the hands of the tech support to call me back with what they want to do next, so now i play the waiting game.

I really want this to unit to work out, still keep hold out hope. I have had distance issues from day one, sent it back once, came back and said it was within spec, man their specs must be real lenient. Since being shipped back the first time and nothing done, I have just been sitting on the unit not really using it much, only a few strikes on occasion, keep holding out for some magical improvement. I don't want to sell it to anyone knowing the distance problems it has had, not right to take a problem and knowingly pass it to somebody else.

Now I am into this for another $270 because I purchased the Perfect Golf subscription, not sure what I was thinking now.

[Mike Z]

Bogey,

Have you reset the unit itself? I would try that on the off chance it would work.

[SkyTrak_Seth]

I just left you a message. I do agree, I guess a hard reset wouldn't hurt anything. And just so we're clear, you connect the unit fine in the SkyTrak app, go to the practice range, and when you hit a shot (regardless of club type), all 3 lights stay green on the unit and it never acts like it triggered?

[BogeyMan]

Yep it connects fine, everything lights up correctly, and yes all 3 lights stay green after a shot, acts like nothing triggered the unit. But since we talked on the phone today you already know, just answered this for others to understand the issue.

[v10king]

O.K. I need some help from you experts. I purchased the Perfect Golf subscription the other day. Noticed my Skytrak software was behind so I updated the software while I was at it. Now all of a sudden the Skytrak unit i snot functioning and reading shots. It connects to the PC registers and I get the red laser and green lights. Upon taking a shot, nothing, no light changes, no disappearing laser dot nothing, unit acts like its dead. I tried uninstalling the software and reinstalling, no change. Spent 45 useless minutes on the phone with Skytrak support. They would ask me one question about my setup go offline for 5 minutes then come back ask another question. We repeated that process for 45 minutes before they gave up and said they would have to have somebody else call me back in a day. Phone support clearly do not have a clue about their own products.

Anyway I am looking to see if any of you have had similar experiences and have overcome this?

This is my exact experience with Skytrak support, absolutely horrible. Talked to me like I was an idiot with long hold times while he apparently went and consulted with his L2 tech. I felt helpless and even more so after I spent 45 minutes plus sending them pics of the way my unit was setup. Taking pictures with 8.5x11 pictures of paper sitting on the ground in different orientations. It was so frustrating and left me with no confidence in their product or support. It's like they bought the product from Skytrak Japan (different company?) and have no idea how to help you if you actually have issues. This feeling is really is compounded when you have spent over 3500 dollars on the unit with TGC and they talk to you like an idiot, you feel like your hands are tied.

[BogeyMan]

Well I will say this much Seth called me direct today and was the best help anyone has been, my intelligence was insulted by remedial questioning. Skytrak support should take a lesson from him, a breath of fresh air to say the least. He is pretty sure the infrared light curtain is bad and since my 6 month warranty may or may not be up for sure he made sure that no matter what it would be covered. He thinks maybe the distance issues I have been having since day one might be related to this also and the infrared light curtain finally totally failed. He said this is rare but they have seen it before. He has restored my confidence somewhat, we'll see what comes back after sending the unit back.

[BogeyMan]

Update on my Skytrak unit. I called tech support today and Seth was correct it did have a bad light curtain, its been repaired and is going through QA testing right now. Man I sure hope this was root of the distance issues I have had all along. If so I will finally be a happy camper. Shout of to Seth by the way for being the only person in the three day ordeal to get help from Sytrak that actually talked sense. Skytrak should learn from him.

[sbark76]

Looks like I better do something also........from new had trouble, would read for a couple of dozen shots....then intermittent. Now after the update...maybe reads a handful of shots then blanks out
Send directly into company, or go thru the hassle of on phone support.............contact number for Seth? thanks much

[BogeyMan]

I spent for the most part 3 business days getting Skytrak to admit the need to send it back. One day on a chat session, next day on phone support, then the third day my issue was sent to Seth and he called me. I do not have his direct number and I doubt that would be given out as he would be inundated with calls because he seems to be the only intelligent person so far I have talked to with having anything to do with Skytrak support.

[BogeyMan]

One more thing I got a shipping confirmation today a unit is on the way back. I called SKkytrak back about this, it appears what they are sending me is not my repaired unit but a different refurbished unit, so I had to remind them to send me another bubble level stick on as i had that on the unit because that came with my hard shell case and its a one time stick on. So they are suppose to now hopefully be sending me another one of those in a different shipment. Not sure how this registration stuff works but if they are not sending my unit back I am sure I am not done with these guys as there will be issues most likely firing this up the first time when the serial number of this new unit probably won't be registered under my account. I don't have any confidence since they could make sure I had a new bubble level that this was taken care of either. We will see when this arrives.

[BogeyMan]

Received a refurbed unit today and like I figured I had to call support to get my old serial number removed and the new one registered to function. Although I was presently surprised to find the did include a new stick on bubble level. I have not been able to test it much yet as I had to run, my wife and i play in a couple golf league of Friday evenings. But I took 2 quick shots with a 9 iron, nice easy swings not trying to kill it and bam right down the middle 150 yards. I am thinking my struggles with this thing registering distance correctly just might be over.

It does beg the question though when I sent it back the first time for analysis what exactly did they bench mark it against to send it back and tell it was within spec and not defective int he first place?

Anyhow I will test it some more this weekend and report back. Hopefully no issues now getting Perfect Golf to run, cross my fingers.

[BogeyMan]

Used the hell out of the new refurb unit this weekend. Well for the most part life is good. Played all weekend since the weather sucked in Ohio. It reads distances very well now, I agree with the unit. Now the issue is with registering chips. Much worse than the old unit, its hard to get any chips to register at all. I have tried all the usual things, moved the ball all around and cannot get any consistency to get the unit to register a chip shot.

That being said I have not changed my opinion of this unit, I still stand it has potential, but still has issues I think from it being ready for global consumption so I will continue to wait and see how this plays out over time.

[SkyTrak_Seth]

Hmmm, well glad to hear that the new unit is performing better (for the most part). Are you meaning chips in the SkyTrak app? What kind of distances are you talking about?