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Thread: New v10 Firmware Breaks PVPlus Wizard, Rockwell's Fix Hidden Behind Paywall

  1. #1
    Administrator Shawn Tierney's Avatar
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    New v10 Firmware Breaks PVPlus Wizard, Rockwell's Fix Hidden Behind Paywall

    Nobody is perfect, but locking bug fixes, wiring diagrams, and product drivers behind a paywall is not good for customer...

    Click here to view the original article on The Automation Blog
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  2. #2
    Administrator Shawn Tierney's Avatar
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    Still Locked

    Sadly, a week later Rockwell's half page of text explaning how to "fix" the issue is still "locked" behind the "paywall" requiring a support contract.

    Does anyone else think it's odd that Rockwell gives the Firmware away for free, as well as gives the Update Wizard software away for free, but won't let you see the half page of text about how the Firmware can break the Software (including how to fix it,) without a Support Contract?
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  3. #3
    I ran across this issue, and first of all I want to thank you for posting your findings.

    Rockwell differentiates between "Everyone" and "TechConnect" by defining their answers as "Public" or "Contract Level". Sadly the public answers are so vague they leave you scrolling all the way to the bottom to find a article title that matches specifically what your issues is. When you click it, you are immediately prompted for a techconnect login. It's the best bait and switch ever! The only feature TechConnect has that I even find very useful is their Chat feature. This allows for more multitasking than just having a phone glued to your face for an hour.

    Alternatively, I know other major Controls companies such as Siemens provide FREE! Technical support, and do not lock you out of documentation. They have a vast forum with moderators that reply very promptly. You can call in to their helpline for free, and get up to an hour at a time to get assistance. If you go over the hour. Just hang up and call back, same ticket number and all, not a problem. If you do buy a support contract they are available for as long as you need.

    Overall, I find more benefits in visiting theautomationforums.com than to be let down time and time again clicking through rockwell's customer support.

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  4. #4
    Administrator Shawn Tierney's Avatar
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    Quote Originally Posted by dlevine6487 View Post
    I ran across this issue, and first of all I want to thank you for posting your findings.

    Rockwell differentiates between "Everyone" and "TechConnect" by defining their answers as "Public" or "Contract Level". Sadly the public answers are so vague they leave you scrolling all the way to the bottom to find a article title that matches specifically what your issues is. When you click it, you are immediately prompted for a techconnect login.
    Good afternoon dlevine6487,

    Thanks for letting us know this article helped!

    And I will continue to encourage Rockwell to make Tech Notes for solving issues with free downloads free to everyone!

    At some point common sense has to win out!

    Sincerely,

    Shawn Tierney,
    Instructor, TheAutomationSchool.com
    Looking for affordable automation training? If you are, check out my courses at TheAutomationSchool.com!

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