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support for Infinium

Question asked by billwatry on Mar 1, 2016
Latest reply on Mar 9, 2018 by adamcb

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Give me ROM!

It is wonder to me that HP/Agilent? Keysight will sell a product and then abandon it with no support.

Is this intentional? Are you forcing me to buy new products

How hard would it be to provide the recovery software for the early infinium products? With the Internet and a little file space, you could put the recovery out there forever. I need the recovery software for the many revs of Infiniium. Why? Well when users get done hacking the microsoft windows world, the only way to clean it up is with recovery. Just put it out there! Give me a reasonable way to get it! And so what did you just dump the recovery disks that you had? Don't tell me it is a space issue. That is a big empty building!

You made the huge mistake of building a scope software product on top of good old "Blue Screen" Microsoft. Who's idea was that. Now when microsoft abandons a Windows product, Where does that leave me?

Johnnie Hancock! I can't believe you let this happen! :<{) Oh Yea, I'm still on my soapbox!

No one else has this question

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algoss

Mar 1, 2016 11:09 AM

Bill,

Thank you for your positive comments about the long-term reliability of HP/Agilent/Keysight Oscilloscopes.

I have exchanged emails with Johnnie, and he says, "Hi!" He doesn't follow the Forums, so he would have been unaware of your comments.

As you probably know, the policy of HP/Agilent/Keysight has been roughly the same for many years. After a product is discontinued, support, including repairs, is available for, generally, 5 years. After that point it's available on a best effort basis.

If you would let us know which model of Infiniium you need support for, and what you need, one or more of the people who follow this forum might be able to help you out.

BTW, I've been around for almost 35 years, and we might have met at some point. I supported other products (emulators, comms gear, etc.) for a lot of it, so maybe not.

Al

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billwatry @ algoss on Mar 1, 2016 12:38 PM

I need the LS 120Meg recovery disk for Infinium scopes A.03.xx all and A.04xx for 54810A 54815A 54820A 54825A 548735
I will pay for them if you have them..

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algoss

@ billwatry on Mar 1, 2016 2:29 PM

Bill,

I'm looking, and have others looking.

I'm about 99% sure that we won't have any of the media. The company, like most companies, is ROIC-driven, so anything that looks like inventory or capital equipment is scrapped as soon as possible. That was accelerated when we did the Agilent/Keysight split. All of the models that you mention went out of support (obsolete) more than 10 years ago, so any HW is long gone.

We may have some disk images that I can put on the Keysight ftp site. When you say "A.03.xx all" do you mean all models that ran that version of firmware?

We have no way of charging for any of this, so we'll do what we can, "best effort".

Al

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billwatry Mar 1, 2016 3:15 PM

Yes! But if you were the HP of old, you would support your products. (20 yrs)! The cost of support can be relatively low if you do it right. Once HP was great and that was because if you bought from us we took care of you. I am currently supplying attenuator preamps to a military system that is 30 years old. Remember the 54512-63402! I happen to know you dumped your stock on that part too. You introduced the Infinium scope with an out of production part the 54512-63402. Short sighted on that one!

I know about the ftp sight and code is there with almost no way to get it into an instrument. Good support would have provided a support plan along with the design cycle. At least put it on a CD or DVD for me.

I can still get the LS120 hardware, but where is the recovery software? Really what would it cost you to keep a couple of boxes on hand? Like I said all the "Technology Ghost Towns" of Colorado have thousands of sq feet of space available. Give me a break! You guys are good. If you wanted to you could supply LS120 recovery software.

Actually I was hoping that someone would see this post. What was I thinking? Search the word "recovery" or "support" on this site.

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algoss

@ billwatry on Mar 2, 2016 5:12 AM

Bill,

We will do what we can. The HP of old is long gone, and much lamented.

Al

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ksmith

@ algoss on May 12, 2016 2:19 AM

see attached

Attachments

54800_EOS_Packet.doc78.5 KB

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adamcb @ ksmith on Mar 9, 2018 12:21 PM

Are these files still available somewhere? I recently ran into an issue with my Scope and would like to reload it but I am not able to find these files anywhere. These folders still exist but not the files.

Thanks!

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7 Replies

algoss Mar 1, 2016 11:09 AM
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Correct Answer
Bill,

Thank you for your positive comments about the long-term reliability of HP/Agilent/Keysight Oscilloscopes.

I have exchanged emails with Johnnie, and he says, "Hi!" He doesn't follow the Forums, so he would have been unaware of your comments.

As you probably know, the policy of HP/Agilent/Keysight has been roughly the same for many years. After a product is discontinued, support, including repairs, is available for, generally, 5 years. After that point it's available on a best effort basis.

If you would let us know which model of Infiniium you need support for, and what you need, one or more of the people who follow this forum might be able to help you out.

BTW, I've been around for almost 35 years, and we might have met at some point. I supported other products (emulators, comms gear, etc.) for a lot of it, so maybe not.

Al
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- billwatry @ algoss on Mar 1, 2016 12:38 PM
  Mark Correct
  Correct Answer
  I need the LS 120Meg recovery disk for Infinium scopes A.03.xx all and A.04xx for 54810A 54815A 54820A 54825A 548735
  I will pay for them if you have them..
  Like • Show 0 Likes0
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  - algoss @ billwatry on Mar 1, 2016 2:29 PM
    Mark Correct
    Correct Answer
    Bill,
    
    I'm looking, and have others looking.
    
    I'm about 99% sure that we won't have any of the media. The company, like most companies, is ROIC-driven, so anything that looks like inventory or capital equipment is scrapped as soon as possible. That was accelerated when we did the Agilent/Keysight split. All of the models that you mention went out of support (obsolete) more than 10 years ago, so any HW is long gone.
    
    We may have some disk images that I can put on the Keysight ftp site. When you say "A.03.xx all" do you mean all models that ran that version of firmware?
    
    We have no way of charging for any of this, so we'll do what we can, "best effort".
    
    Al
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billwatry Mar 1, 2016 3:15 PM
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Correct Answer
Yes! But if you were the HP of old, you would support your products. (20 yrs)! The cost of support can be relatively low if you do it right. Once HP was great and that was because if you bought from us we took care of you. I am currently supplying attenuator preamps to a military system that is 30 years old. Remember the 54512-63402! I happen to know you dumped your stock on that part too. You introduced the Infinium scope with an out of production part the 54512-63402. Short sighted on that one!

I know about the ftp sight and code is there with almost no way to get it into an instrument. Good support would have provided a support plan along with the design cycle. At least put it on a CD or DVD for me.

I can still get the LS120 hardware, but where is the recovery software? Really what would it cost you to keep a couple of boxes on hand? Like I said all the "Technology Ghost Towns" of Colorado have thousands of sq feet of space available. Give me a break! You guys are good. If you wanted to you could supply LS120 recovery software.

Actually I was hoping that someone would see this post. What was I thinking? Search the word "recovery" or "support" on this site.
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- algoss @ billwatry on Mar 2, 2016 5:12 AM
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  Bill,
  
  We will do what we can. The HP of old is long gone, and much lamented.
  
  Al
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  - ksmith @ algoss on May 12, 2016 2:19 AM
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    see attached
    Attachments
    54800_EOS_Packet.doc78.5 KB
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    - adamcb @ ksmith on Mar 9, 2018 12:21 PM
      Mark Correct
      Correct Answer
      Are these files still available somewhere? I recently ran into an issue with my Scope and would like to reload it but I am not able to find these files anywhere. These folders still exist but not the files.
      
      Thanks!
      Like • Show 0 Likes0
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