Orchid V4, V4+ and Ranger 400 phone users - Discussion

Heinz

chrispietruski wrote: »

I also can't connect! As far as I can tell, my settings are OK and I've even tried disabling the firewall.

I emailed Orchid yesterday, but no reply so far...

The BT lines are down at the Corby site. I'll update this thread as soon as I hear the problem's been fixed.

In the meantime, dialling the force home number (01536 207810) manually is a quick indicator (at the moment, you get the BT announcement "The number you called is busy ....").

If you're doing you own programming, I can send you by email an Excel file of how to program using just the keys on your phone. PM me an email address if you want that.

chrispietruski

Heinz - thanks very much for the info. It's set my mind at rest!

Yes, I would like your Excel file of how to program using phone keys. I'll PM you.

Thanks again!

wackyraces

Heinz, many thanks for the information. Glad it is only the lines that are down. I was in a panic!

Pm sent to get programming instructions. Thanks.

Heinz

Heinz wrote: »

The BT lines are down at the Corby site. I'll update this thread as soon as I hear the problem's been fixed.

Bad news I'm afraid. It could be up to 10 working days before Corby's up and running again.

In the meantime, I have now prepared an Excel file showing the various procedures necessary to program an Orchid using just the keys on your telephone. Although a DECT phone with an on hook keying capacity of 24 characters or more helps a lot, it can be done using a standard DTMF (tone) phone.

If you'd like to receive a copy of that Excel file, just PM me your email address. I've been sending a similar file showing how 'the Heinz program' appears in CW Client for some time now so please ask for "the manual programming Excel file" if you want this new version.

m_13

Heinz wrote: »

I'd recommend, in the first instance, you force it home to pick up the program and time/date again.

EDIT 22-11-08.

As no further response was added, it appears that was the problem.

Sorry Heinz, that didn't fix my problem which is worse than ever. I lost access to the forum for a couple of weeks when we changed computers and I couldn't get my username and password to resend. We're on Vista now and my emails haven't transferred across seamlessly so didn't have my old one!

I'm just writing to Orchid Dialler about the problem. We now have a problem where we get no dialling at all

Heinz

As you will have read in post #485, the server is still unavailable so, for now, it'll be a question of using the manual procedures if you want to get your dialler up and running.

There are quick procedures for clearing the Carriers and Routing Rules in your dialler and, then, you can program them again. PM me an email address (one which is working for you) and I'll send you an Excel file showing how that's all done. It isn't complicated at all but you'll need to keep records of what you do.

Lplates

It's now more than three weeks since Orchid's CWClient server became unavailable – this in itself is not a great recommendation for a company in the business of promoting connectivity. What has turned this into a PR disaster for Orchid is the lack of information. There is nothing on their website to advise users that anything is wrong.

A good number of MSE subscribers have bought diallers from Orchid and have contributed to their profits. Given this loyal and largely uncomplaining customer base, I think it shows lamentable indifference that Orchid have not seen fit to post any kind of apology, explanation or comment on this forum. It is no alternative to leave customer support in the hands of a volunteer (Heinz), regardless of the fact that he is clearly very good at it.

I would like to know when Orchid are going to support the product properly and reliably. Direct programming from a DTMF phone is not really a good option when dealing with routing tables that use several carrier codes and many different routing codes, particularly if the user wishes to subsequently verify that carrier codes, routing codes and time/date information have all been correctly programmed.

Victor_Delta

I gather the lines in question are expected to be back in service on Wednesday (17th).

V

PS Having just seen Lplates' comments (posted simultaneously!), I agree about the customer communications issue but presumably the cable damage was beyond their control (and could easily happen to any of us), although the repair did seem to take an unbelievably long time. Shame they couldn't temporarily use one of the other working pairs for the CW server, although perhaps this was not possible?

usenetz

Victor_Delta wrote: »

I gather the lines in question are expected to be back in service on Wednesday (17th).

I get the following error when trying to log-in:

The server returned the following error when retrieving reseller details:
User details invalid.

john

Heinz

The Orchid server at Corby is now back online. Unfortunately, it has been necessary to change the 'force home' telephone number and so it is essential that all Orchid users manually update their Orchids by dialling the below sequence before forcing their diallers home.

* * # 0000 * 01536 207810 * 1 (then hang up).

Orchid have posted the below on their site:

Recent Outage Update

The BT line issue has now been resolved, the call platform and CW Client are back online again. The IP address of CW Client is still the same, but the dialler 'Force Home' number is now 01536 207810.

To reprogram your dialler simply: Lift Handset and Dial * * # 0000 * 01536 207810 * 1 then hang up.

You can now 'Force Home' as normal.

We apologise for the interruption to service.

.