Factory Reset Impossible
Anyone else having issues not being able to do a factory reset? I have three panels and every time I try to do a factory reset on any three of them, it either hangs up, or starts the reset and then stops and exits and goes back to the main screen as if I never started it. I have to retry it maybe a dozen times or more through out an entire day just to get one panel to complete a reset cycle.
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Hi, Tim
Thank you for using Atmoph Window 2 and your comment. Also, we apologize for the inconvenience and bothering you about the issue. We really appreciate that you tried all possible troubleshooting.
Wi-Fi network environment is required to implement the factory reset. The problem you've reported, we acknowledged that your Wi-Fi environment is well prepared as you've already told us, but it normally happens when Atmoph Window 2 is not connecting to Wi-Fi properly. For more comfortable use, we also keep trying to improve the stable of the internet connection by our side.
Atmoph
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Hi, yes I know and I did make sure they were connected. I even rebooted and reconnected to my wifi several times before each attempted reset. This is an issue with your devices not with my Wifi. It happens on all three of the devices every single time I try to do a factory reset. Which I have done several times in the last several months since I got these in January. So this is your device's problem not my wifi. Please stop always trying to find excuses to blame users and user's environment for your equipment failures. When we raise these issues, it is an opportunity for you to improve the devices, not attack your customers and blame them for your short comings.
Just like I noticed you took my suggestion from months ago to upgrade the option to turn off the sound from the left and right panels in panorama mode since you cant keep them in 100% sync and just use the center panel in order to eliminate the echo effect that happens when sound is not perfectly in sync. You are welcome. I notice you made that change which I reccomended in my email to you two or three months ago but you never acknowledged me for the idea. But you are still welcome just the same. I am sure many other customers will appreciate the change and I am glad my suggestion will help alleviate many other users frustration.
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Thank you for your comment, and we are deeply sorry for making you feel blamed which we never meant to do. To solve customers issues together, we need to ask and confirm their current situation and details. We are very grateful for the users cooperation.
To make Atmoph Window 2 more user-friendly, we're trying hard to improve our product better day by day. We have users around the world, and they have own environment and preference. We'll keep updating for all of our users to enjoy our product more comfortable. Thank you for your kind cooperation.
Atmoph
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Hi Brian,
Thank you for using Atmoph Window 2 and we're sorry for bothering you about making panorama group and factory reset. We believe you have contacted our support team and they are in the process of responding. We hope you enjoy our views as a panorama soon. We appreciate your cooperation.
Best,
Atmoph -
Yes, I am having the exact same problem as Tim described. This seems like a software issue. And wouldn't factory reset anymore, after being unable to make a wireless connection (fyi router sitting next to the Windows) and sure enough I never before had any issues whatsoever. It does not make a sense why a network would be required in order to do a factory reset... that is just illogical.
Any workaround for a fix?
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Hi Alex,
Thank you for using Atmoph Window 2. To clarify your issue, could you check if it's available to see views on Atmoph Window 2? Also, please confirm that if your Atmoph Window 2 find your SSID by going MENU > Settings > System > Network. If these are any problem with these operation, is it possible for you to contact to contact@atmoph.com?
Also, we think you would need to do a factory reset to remove your personal information when you hand it over to others. We do not recommend to do a factory reset in other cases.
Thank you again for your cooperation.
Atmoph
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It is not appropriate to say that you do not recommend doing a factory reset in any other case except when handing the device over to someone else. That would imply that you are aware that there are problems in your devices (software, firmware, hardware) that are efficient and working around it by telling people to avoid doing factory resets which are a common expected function for ALL electronic devices. The proper response should be that you are going to have your developers add this to a running list of known issues raised by customers to be troubleshooted and researched for improvement. But instead you simply say just dont do resets. That is like doing to the Doctor and telling him your arm hurts when you raise it and the Doctor saying, 'well then just don't raise it.'
Meanwhile, Alex, I have found that if I unpair and unplug the power from two of the devices and only do a factory reset on one device at a time, it sometimes works better. I still have to do multiple attempts and it can take an hour or two per panel but this seems to help. So far anyway this has seemed to make a difference.
So give that a try and see if it helps you.
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Thank you for your comment. We always appreciate user's voices, and share comments and issues with other team according to the cases. We reported them and replied about this issue, too. Especially, in case of unsolved issues, we keep trying to solve and improve our product working with other teams. We offer suitable trouble shootings depending on situation or devices when these is problem about our product. If a trouble occurs by other than troubleshooting from our team, it may not solve or take more time to solve it. Please contact our support team with details via email.
Best,
Atmoph -
It is unfortunate to hear that a factory reset is not recommended by the support. A worldwide opinion says that a factory reset on any device can solve a lot of issues, soft- or hardware-related. So I don't follow Atmoph's point of view entirely.
Nevertheless, I have tried what Tim suggested me. And to my surprise, it worked. I was able to do a factory reset while unplugging the other Windows. And connecting to the wireless network has been resolved.
Perhaps support should take note of that...
Thanks Tim!
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The most common problem we receive inquiries about is Wi-Fi environment, if not other factors or physical failure. Factory reset will not solve these problems. Even the settings are reset by factory reset, it may just take a lot of time and effort that are not necessary to revive the device. So, we offer users to troubleshoot for radical solution. If you have any troubles, we would appreciate if you email us directly to let us know your situation. Thank you again for your understanding.
Best,
Atmoph
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