Well, once I had downloaded and installed VAIO Care the only option after selecting recovery was to recover a system restore point. Nothing about applications or drivers.
Tried a system restore point and it failed saying it can't access (guess what?) The VAIO Update file!! So the system is screwed if I really need to recover and I won't bring myself to trust the ASSIST Button.
I give up and next time I'll buy a Dell. I've never known such appalling support.
PeterB (MCSE & Retired Ex Microsoft Software Engineer)
As suggested in Rich's blog, I disabled my virus software and successfully reinstalled my origina VAIO Update (Version 5.0.0.[something]), but only after uninstalling my current VAIO Update (Version 5.4.1.04200) as required before the reinstallation of the original version could be completed. After restarting my computer, the same message appeared as before:
A new version of VAIO Update is available. VAIO Update cannot be used unless it is updated. Update now?
I clicked "yes" and VAIO Update successfully installed VAIO Update Version 5.1.1.08120. After restarting my computer, the same message appeared as before.
A new version of VAIO Update is available. VAIO Update cannot be used unless it is updated. Update now?
I clicked "yes," but VAIO Update was not successful this time. Same problem, but now my VAIO Update Version is not the same and is older than previously installed.
I don't see how doing a full system recovery will do anything different than that above as it will start with the original VAIO Update (Version 5.0.0. [something]) as above and everything that happened above should follow. Also, I find this approach too scary.
I hope this is helpful.
I can fully understand your reluctance to carry out a full system recovery, especially taking into account the time required subsequently to restore all personal data and third party software, and more importantly that this problem is not of your making.
Unfortunately given Support’s statement - “Again, the above is basic before being able to get more into detail.” - It will require one of you to take the plunge before Support will investigate further.
Make of that what you will....
After getting fed up trying to get vaio up-date working I've re-installed it back to version 3. Trouble now is I get an error message (ID 0008) stating that server unable to find my model of notebook. I've had this before when the support site informed me that my model doesn't exist. Be carefull that this may happen if you try the same. Perhaps the 'life form' that is Sony may eventually realise they are not as good as they think, and when they admit this to themselves then some progress with their products might be forthcoming.
It is not accurate of Sony to say that "mjk43wr has failed to respond to both phone calls and emails from Vaio Link". I had a garbled and almost unintelligible answerphone message about two weeks ago which I am guessing came from Sony. The message gave a reference number but no details of how I could return the call. That's not much use. I also had an email on the same day saying Walid of Sony had phoned me but again with no details of how to return the contact and from a "noreply" email address.
I had a satisfaction survey from Sony on Friday of last week 25 November and this actually had as its signature the name and email address of the General Manager of Sony Europe. So I emailed him immediately to say that I was dissatisfied. I have today had an email from someone else at Sony referring to my complaint and promising to call me within 24 hours. Again this is from a "noreply" email address. Hopefully, I shall hear shortly. If not, I'll keep emailing this General Manager until I do get some help.
As to the steps above, I had already tried disabling anti-virus and reinstalling Vaio update as it explains. No joy. Still the same error message. I would not contemplate a full system recovery - a suggestion which is the refuge of a lazy support desk.
If I do hear from Sony with anything worth relaying to other forum members, I shall of course post a further reply to this string.
I note that the instruction above also says "The update should work for all models, but of course there is a possibility one lacks (there is a serial number verification). in this example, we speak of a CTO model which comes with a non-standard 8-digit code so it could happen a particular one is missing out."
I do not understand what this is meant to mean. If it could be explained to me, I'll happily try whatever action is suggested along these lines.
Thank you to Rich for his persistence and interest and to all fellow members posting on this thread.
Thanks for getting back.
I have no idea what difference it makes if the unit is CTO (Customise To Order) other than the install may be rejected if the serial number is unrecognised. You would have thought that if Sony is selling CTO models this should have been taken into consideration....
I will escalate this once more in the hope that someone will contact you with either a phone number and contact details or an email address for reply.
I also agree that a full recovery is an unacceptable solution.
I understand that Vaio-Link will be in contact with you.
Support claim that there was a link contained in the email sent after the voice message that would “guide you to support numbers”. Can you confirm this?
If it is not the case can you please send me a copy of the email via PM.
Radwan from the Chief Executive's Office just called.
I confirmed which steps I had tried and also advised him that it was unreasonable for Sony to expect a system reload. He is going to try to replicate the error and then email to me some more trouble-shooting steps.I shall keep the forum posted with what is suggested and the results achieved.
We have two email addresses in play with Sony as this Vaio is my wife's laptop and on this forum and on registration, I used her email address. The email which they sent to her in October did have a number to call at the foot of the email, although it is 0870 which is premium rate.
When the steps did not work, I tried to go for email support and I did so using my email address. That is what prompted the unintelligible call and also the email to which I referred above. That email had no phone numbers, was from a "noreply" address and merely had a link to the general Sony support page.
Radwan called again and ran me through what I had done before: turning off virus scan and firewall and then trying to install the latest Viao Update file from the Sony website. He was hopeful because a new Vaio Update for this laptop had been designed only last week. That did not work either.
I do not have time until the weekend but I have agreed to unistall McAfee and then try to run the Vaio Update from the exe file which I have saved to my desktop and then reinstall McAfee. I shall update the forum after trying that.
Meanwhile, are any of the other forum members who have been experiencing this problem using McAfee as their antivirus and firewall software ?
Although the problem I had with Vaio Update magically resolved itself after a few days I do not use McAfee and never have done.
THanks for keeping us updated
I did have McAfee installed on my laptop when i bought it but have since uninstalled it. Now use WIndows anti-vitrus and firewall and have turned them off when trying to complete the update - to no avail.
I uninstalled McAfee completely and tried running the Vaio update with absolutely no antivirus software whatsoever. Still the same problem.
This is clearly not an anti-virus problem and it is beholden on Sony to find a proper solution.
Rich - what method is there for escalation within Sony to senior management ?
Or do I need just to keep on emailing the CEO Europe's mailbox ?
It is a real shame that Sony have some super products, like this Vaio, and such poor customer aftersales service - a few years ago we bought our daughter a fancy mp3 machine from Sony, the software on which packed up after a year and they were as unhelpful as it is possible to imagine. Thank goodness for Ipods now !
Is your dialogue with Support ongoing or have they closed the case again?
I notice that your most recent post has been escalated to Support by one of the moderators which will not amuse Support if it is ongoing as this will cause confusion!
The escalation process does bring a problem to the attention of senior management within the relevant department. Should you wish to pursue it to a higher level then use whatever contact details you have or can find...
Radwan called again and I explained that I had completely uninstalled McAfee but had still met the error message.
I then had another 30 frustrating minutes on the phone with him trying an install in safe mode (error) and then creating a new user account and trying within that (error) and then using msconfig to temporarily remove a program from startup (error).
Radwan then gave me the line again about needing "a full system reload because there must be a software conflict". I reminded him that I wouldn't do that and in any case, all the software on this laptop (my wife's) was loaded be my when we bought it at the beginning of 2011 and nothing has been added since but this Vaio update problem began only a couple of months ago. Furthermore, there is nothing the least bit unusual about the software on this laptop. Everything installed on here is a standard high street product - things like Adobe Photoshop Elements and Microsoft Office.
I suggested to Radwan that the techies who actually write the program for Vaio Update should be asked to think about the problem. Radwan requested a screenshot of the error message which I took and will shortly send to him.
I have the very same problem here.
But i may have futher information or at least experience on the problem:
A few weeks ago, I think it was in September, when Vaio update was still up-to-date I ran it and it reported to me that there are a few updates available...
I had not been able to install the updates.
I tried downloading them Saturday afternoon, CET.
I tried downloading them Saturday evening, CET.
I tried downloading them Sunday morning, CET.
I tried downloading them Monday early evening, CET.
You see where I'm going?
At Some point, I tried downloading it at Thursday morning, around 3 am ... CET.
I even watched the process.
And all three updates ran fine in about half an hour...
European servers overloaded during "rush hour" ... and forgot about it.
Now a few days ago i tried starting Vaio Update again... and what is this?
Vaio Update starting the update process ... and stopping after a short time.
Yesterday early evening, CET.
Today, early evening, CET.
And now this:
I followed one of the provided links to the direct downloads and tried using the ftp servers.
On each file i tried to download:
Server Error after a few seconds to minutes.
So Sony, now you tell me this is my MacAfeeee Scanner, which was installed by you guys in the first place [and by the way does not exist on my system anymore for a long time now]???
Look for a better explanation!
Maybe i should reinstall my system?
Or dance around my notebook three times naked?
Or I will just have to say:
"I want my vaio to go home - I want my vaio to go home - I want my vaio to go home" and buy a MacBook?
Phhhh Sony Support.
Thank you for the help you are [NOT] providing.
I will not bother you anymore for you obviously cannot help.