Hello.

We own a bunch of the Salvation products including the Maxtor, WD and Seagate HD doctors. We are having an issue where the software will not open. Specifically with the Maxtor and Seagate software. We attach the tool via usb to our Windows XP Pro workstation, attach the molex power and install USB drivers, which I have to install every single time I plug the device in. Then I click the shortcut to launch the program. I see the hour glass for a slit second and nothing.

The first time the software opened it asked for the license which I provided and it was accepted. The software has ran in the past, ramdomly quits opening. The only way we have found to correct this problem is to do an OS re-install and that lasts a couple days before we have the problem again.

I have e-mailed Davids Tan at Salavation several times reguarding this problem with the maxtor software and he refuses to anwser my questions. He keeps saying he has anwsered all my questions even though he never has addressed this issue AT ALL. I have specifically stated in my e-mails that he not addressing this problem. His replies are getting short and rude. Considering that we spent over 2000us on Salvation products I am discusted with the support.

Basically we are interested to know if we are the only people with this problem or are there others? and whoat have you done to solve the problem? Laura - I know you are a member of this forum, is your company going to stand behind it's products and address this issue?

Just to be clear we have tried the Maxtor and Seagate software and tools and several workstations, and Multiple OSs Windows XP Home and XP Pro. I have tired our retail version of XP Pro and our Version from our MS action pack. all have the exact same issue. We have tried moving the usb cable to every port on the computer. Basically I have wasted days and days on this now.

Any help would be greatly appreciated.

Brian

OneWorldOffice

the only time if have had that problem is when the program freezes
and I stop it with the task manager .. sometimes ( not always )
when I try to reopen , it won't open
then I check task manager and the program will show up in processes
( not applications). If I stop it there , then it will start and run ok.
I did have a problem with WD Doctor when I first installed it ,
but Davis sent me upgraded software immediately, and that solved the problem .

The one thing that I do , is try to contact them through MSN
during their office hours ..I'm a night owl so this isn't a problem for
me ,where it would be for others.

I've got 3 of their products, and found them VERY buggy. I don't use them, because a few times they've frozen in a loop where it looks like they are doing writes, and I'm now terrified to use them. When I have time, maybe I'll test with junk drives, but I just don't trust them. I REALLY hope they start focusing on making these products usable. Out of the box, my Maxtor HD Doctor didn't work at all, and needed a new .exe. Weren't these things tested before shipping? They need a LOT of work. They crash so often, even if they aren't erasing your drive, they are still useless. It's like they didn't test these at all. All these things need serious work before they are even ready for a Beta test. I wish I knew that I was going to be a Beta tester before I spent $1200. Then again, if they aren't admitting these have problems, and don't want to hear your problems, it's not even a Beta test. I think even a bootleg chinese PC3000 would be a huge step up in reliability. If Salvation gets their act together, they could really compete with Deepspar. I think there's a lot of potential in these things. Right now, these things are just a really bad joke.

Yeap, bad joke is right.

I did add Davis Tan and Laura to my MSN contacts. I have contacted them a number of times and recieved fast friendly service. But specifically with my issue of the software not opening they are not providing help. I also have to wonder if the problem is the launguage barrier. It seems like they don't always understand what I am saying. So I'll give Salvation a bit of break because of that.

I have been watching the processes in Task manager. When I open the program like Seagate Barracuda, when I have this problem where the app doesnt open, it never shows up in task man either. When it does open properly, it show up in task man.

Last night I tried installing the software on a third computer and it worked. At least the Segate version did. So keep that in mind people. Salvation software requires only three computers to keep the software going running

three computers hehehe

I'm curious, what sort of hardware is your third computer (processor, chipset, etc)?

I have also noticed this. I can only speak from experience on the product HD Doctor for Maxtor, but it seems very particular about the hardware it runs on. It did not like two of my systems at all (with nVidia chipsets, AMD) but seems to run fine on all Intel based chipset boards without a hitch (tested was socket 478 boards).

i think u can ask from http://www.diskanalyzers.com
he is also reseller and trainer of salvation products i think u can ask him maybe he can help u .....

Brian, if I didn't forget, I've replied your mails and replied all of them quickly. Although a little mistake occured that I forgot to answer one question in one of your mail including two questions, I sent another reply soon after you kindly reminded me. I will not deny on this point.

The questions from you includes regitration key needed, IDE-SATA adaptor problem and some others. I've carefully read every of your mail and replied them.

Here I want to say that, I never refuse to answer any questions from our customers. You could see the words of STEVE, he's also one of our customers. If you think I acted "rude", then I apologize for it. However, in my opinion, there's no reason which would allow me to act rude to our customers.

If your problem stays still, just contact me and I will guide you to solve it. And also you could contact the nearest reseller of ours if you think there's some language barrier between us, they will also help you to solve your problem.

Thank you very much for your comment on our products and my service. We will try to improve the products and I will also try to be more friendly in the future.

_________________
Once being support......

Hi davis_tan,

Nice reply, but......

I think there are many, many potential users of your programs
and they read bad things about your company.

Many people write about your programs "hanging" or locking up.

Maybe you want to answer about this problem, because I am sure
if you can advise that these problems are resolved and some users
confirm this, then your sales will make LauraSales much happier.

btw. I don't buy your apps yet because I read bad things about your
programs.

Hi,

Perhaps a positive not here.

I've bought salvation for Seagate a few days ago.
It installed immediately on my pc without problems.

It seems to work very well, but sometimes seems to hang when the drive is not responding. This i can solve by either resetting the HDD Doctor box or by either killing the application in windows.
This is a minus point, but to be honest, the UDMA version of Ace is also hanging from time to time.

Concerning ease of use, salvation for seagate is very good. UDMA from ACE has more possibilities however, but it requires also much more skills.

Dobre

_________________
Murphy was an optimist

Datarecovery in Belgium, Holland, France and Germany
Datarecoverytools http://www.drtools.eu

Yes, it is same to me

Hi, coffeebean,

What you said may be part of the truth. Potential users are affected by these negative things.

TO tell the truth, the program would sometimes hang, for example, for a physically read-only drive, if you perform some function with write attempt to the drive, the drive would freeze, and led to program hang. There's some other reason which would still led to program hange, but not that often as you might imagined. Even windows would sometimes hang, there're many many unknown things would happen during the work of a computer. And we've been collecting the feedback of our customers and preparing for some key upgrade. That's what we've been doing, to make our tools better.

And we will soon solve Mr Brian's problem.

_________________
Once being support......

To tell the truth, Salvation's Maxtor product would freeze if I looked at it the wrong way. Even just playing around through the menus would make it crash. Even with a good drive attached.

I don't think anybody here would expect your products to be perfect. We would expect them to work out of the box, and not crash so often as to not be usable. If we can't have that, then I think we would all expect that the problems we're having would be fixed. There's only two ways I can see that happening. One is if you did EXTENSIVE testing on your side. Considering the quality of your software the way I received it, I don't think that's going to happen. The second way is if you try to stop pretending your products are fine, and openly ask for bug reports. You say you're collecting feedback from 'customers', but you haven't heard my complaints, and I'm a customer. I can't speak for everyone here, but I can tell you I would be glad to bug test, and send in lots of bug reports, suggestions, etc, if only I felt someone was listening. It's not a crime to be imperfect. But it really pisses people off when you take their money, give them crap products, and then try and convince them it's not crap, and not offer any hope of the software getting any better. If you released regular updates, I'd feel better. It tells people you're at least trying to make these things better. I haven't seen a single update since I purchased, and that bothers me.

Don't take me the wrong way. I have your products, and I see a LOT of potential. I also think you do a decent job with tech support. I'm rooting for you. I hope Salvation polishes these tools until they're good. I'm hoping I can someday blow the dust off my Salvation tools, download the latest software, and actually be able to use them.

Bottom line.... Work with us, and we'll work with you. Do what we ask, and your products can become very respected in this field. If you instead try to claim your products are fine, and keep selling broken tools, nobody will take your products seriously, and in a few years we'll all be saying "Salvation who?".

hello, Mr rchadwick,

just send me mail including the bugs descriptions you've found already, and I will hand them over immediately to the research team for a quick solution. Let's get the bugs at the crosshairs and beat them down.

_________________
Once being support......

Sounds like a plan!

by the way, I've quitted from that company since December 7th, and I'm sure the ones who're not satisfied with my support will surely get a better one.

_________________
Once being support......

I'll be sorry to see you go. You were always very helpful to me.