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PostPosted: Tue Feb 02, 2010 5:30 pm 
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are the updated instructions the only ones to try?


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PostPosted: Tue Feb 02, 2010 11:57 pm 
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Are they not working for you?

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PostPosted: Sun Feb 07, 2010 7:01 pm 
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yakuza wrote:
If for some reason you reach someone that is not the correct group, tell the person you are speaking with to open up a tool call KEYSTONE or ACR to look up where to transfer your call.



ACR has been changed around.

If you call HP and get a support agent or 'call director', simple state you want to be transfered to the following codes:


Consumer
HP Mediasmart connector

-Canada French - 4650
-Canada English - 4652

US - 565


Consumer
HP MediaSmart Server

-Canada French - 4652
-Canada English - 4650

US - 111


Consumer
HP MediaVault

-Canada French - 4652
-Canada English - 4650

US - 110



Searching in ACR for x510 data vault or ex490 won't get you a result.

This should help getting to the departments.

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PostPosted: Wed Feb 10, 2010 2:17 pm 
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element wrote:
Some changes seem to have been made to their voice system.

It is now:

1- Get Tech Support
2- It's something else.
3- A MediaSmart


Note: do NOT say the word "Server", because if the voice recognition system picks that up, it will route you to business support instead.

This is still by dialing 1-800-474-6836.

Yakuza, can you update your first post please since people see that one first? :)


Element:

Indeed I tried Yakuza's instructions first not realizing they were from 2008.

I eventually tried something along the lines of what you suggested and got transferred smartly by the automated system asking me to have my SN ready, but then of course ended up in oblivion.

It is horribly disappointing that after YEARS of this, HP still CAN'T BE BOTHERED to fix this situation, but it is not AT ALL surprising.


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PostPosted: Sun Mar 21, 2010 12:26 pm 
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For what it's worth, on Friday (3/19) I called 800-474-6836 and did this:

1) Technical Support
2) Something Else
3) MediaSmart Server

And it worked fine. No "A", no HP, and "server" didn't get me sidetracked ;)


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PostPosted: Mon Mar 29, 2010 5:09 pm 
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I just like yelling into the phone really slowly so when it asks me to say at the end home or business I just yell sh*t into the phone and scream home. When I get the lady that sounds like she is from India with the different name, I just ignore her and keep saying "A MediaSmart Server" really slow to her so she thinks I cannot hear her and I am still talk to the machine.

One time I started saying Spanish words to the lady in another country just repeating the word mediasmart and she transfer the call real quick.

Personally, I really like how the great Mediasmart tech person has to still ask the question right off the bat "Did you have trouble reaching the mediasmart team today?" which sometimes is one of those questions just begging for a smarta** response. :sanjuan:


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PostPosted: Fri Jun 04, 2010 1:32 pm 
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darcilicious wrote:
For what it's worth, on Friday (3/19) I called 800-474-6836 and did this:

1) Technical Support
2) Something Else
3) MediaSmart Server

And it worked fine. No "A", no HP, and "server" didn't get me sidetracked ;)


This was perfect on 6/4/2010... connected in under a minute @ 3PM Est.

And I don't know if they read this, but the guy I spoke with - Josh - was awesome. (P.D. says thanks!) No link light, guess was easy to diagnose - had a great talk with him while I pulled the original hard drive from an lx195.

Anyone reading this from HP, give kudos to Josh.


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PostPosted: Mon Jul 05, 2010 2:55 pm 
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darcilicious wrote:
For what it's worth, on Friday (3/19) I called 800-474-6836 and did this:

1) Technical Support
2) Something Else
3) MediaSmart Server

And it worked fine. No "A", no HP, and "server" didn't get me sidetracked

I can confirm that this worked on 7/5/2010 as well. Talked to Peter. He was excellent.


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PostPosted: Sun Oct 24, 2010 2:50 pm 
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Updated. Called in on 10/24/10.

1. Tech support
2. Something else
3. A Mediasmart

I got hung up on the first two times without using "A" in the 3rd option. I did use it the third time and the automated system even checked to make sure I said "A Mediasmart" so it seems to want the "A" there currently. The person I finally talked to wanted detailed information to so I think they like the feedback as to what works or not.


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PostPosted: Wed Nov 10, 2010 5:33 pm 
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dfester wrote:
darcilicious wrote:
For what it's worth, on Friday (3/19) I called 800-474-6836 and did this:

1) Technical Support
2) Something Else
3) MediaSmart Server

And it worked fine. No "A", no HP, and "server" didn't get me sidetracked

I can confirm that this worked on 7/5/2010 as well. Talked to Peter. He was excellent.


Just did this, 1st try and it worked fine.

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PostPosted: Tue Dec 28, 2010 11:46 am 
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"Michael" at HP Tech Support (Niagara Falls) really knows his stuff with regards to WHS. I spoke to him last week when I could not run a server recover/restore and he walked me through several procedures and it eventually worked. Michael spoke from experience and was very knowledgeable and patient.

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Runs well except when it doesn't ... Requires a lot of baby-sitting....


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PostPosted: Tue Feb 15, 2011 6:45 pm 
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My MediaSmart Server's hard drive suffered a hardware failure and is dead. This MSS was bought refurbished from Newegg just over a year ago, and I did not receive the restore disc. What should I say when calling and requesting HP to send me a restore disc -- simply say that I do not have the disc and would like them to send me one? Is mentioning the machine was refurbished a dealbreaker?

So I can talk to a real person for free even though my server is no longer under warranty?

I have not registered my MSS with hp; should I do that prior to calling or is it not necessary?

The only download I've found on the web is from Microsoft -- Windows Home Server Home Computer Restore CD (227 MB). Will this do the trick, or is it not the right thing? http://www.microsoft.com/DOWNLOADS/en/d ... laylang=en

My understanding is I need to install the WHS operating system on a new hard drive, although I'm not entirely sure how to do that. EDIT: found some info in this thread that seems to address what I'm trying to do. From mod yakuza: "If you want to replace the drive in your LX195 and don't need the data off the drive, then simply swap the existing drive with your new drive and perform a Factory Reset to wipe the new drive and install a fresh OS." That *is* what I want to do, since I've got a backup of the data (minus any changes in the last week or two before the server hard drive died) on an external HD. viewtopic.php?f=1&t=8952&p=71585&hilit=recommended+hard+drive#p71585


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PostPosted: Tue Feb 15, 2011 9:48 pm 
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I would call HP support and be honest that it's a refurb unit that came without discs, and ask them nicely if they can help you. The download on the MS site is for Client PC Restore, not Server Recovery/Factory Reset.

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PostPosted: Tue Feb 15, 2011 10:37 pm 
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Thanks. Will give it a try and report back.


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PostPosted: Thu Feb 17, 2011 2:14 pm 
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Called HP support today and spoke with someone who placed an order to have the restore disc(s) shipped to me free of charge. Overall very good experience on the phone with Raz. 10 minutes max, including the time to create an account with my name/address info.

Called 800.474.6836.

Said "Get Tech Support"
Said "It's something else"
Said "A MediaSmart" which the system did not recognize. I tried "MediaSmart" and that worked.

Was connected with some sort of operator with a heavy accent, who transferred me. The call bounced to an automated system, then brief wait period and I was getting nervous about heading into a black hole, but Raz answered within ~ 2 minutes.

The follow-up email Raz sent specified essentially the same procedure for contacting his team: "To speak to our team at any time, please call 1-800-474-6836. At the voice recognition prompts, say 'Technical Support', then 'It's something else', then 'A MediaSmart Server' to get straight through to us."

Now I need to go shopping for a new hard drive so I'll be ready to roll once the restore disc arrives. Thanks for the help so far.


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