Netgear Support is abysmal

I wanted to set up a wireless network with my new computer (Dell) to link up
the old one now used by wife in another room. I got a USB Wireless network
adapter with the Dell. A snap to use just, plug in and in no time it is
looking for the network. I bought a Netgear WG311v3 PCI Card to put in the
old computer and thought that would be easy. My experience has been
disastrous. When you open the box there is a notice saying it has not been
approved by Microsoft for WindowsXP but they have tested it and it works.
Approval is in progress.
As instructed I installed the software. That went OK. Then you install the
card. No problems. Then the Found New Hardware Wizard appears to guide you
through the installation. After much whirring and animation you get the
error message Windows cannot install this hardware (correctly identified).
An error occurred. The system cannot find the file specified. It does not
say what file !!
I wrote a detailed problem report to the address in the accompanying
literature and got a prompt reply - this address is no longer valid. I was
directed to another address where you first have to fill in a long
questionnaire before you can ask a question. You are promised an answer
after one working day. No response. I searched on my own. Found a new
setup file on their web site, a month old, apparently with WindowsXP
Certification. Only problem is when I start to download, it times out after
15 seconds. Tried repeatedly.
Today, thirteen days after my report, I got an answer - in German.
Uninstall, delete any folders, clean the Registry and install after
downloading the new file. Tried to download for the tenth time. Timed
out. Uninstalled (I had already tried that twice), cleaned the Registry of
any traces and tried reinstalling from the CD. Same problem as before.
It seems to me Netgear have developed a large number of new products, some
or all of which are flaky and they are totally unable to provide support.
Has anybody had any better experience ?
Stuart

Hi

I am not sure what old computer means. As said above might be that if the
computer is very old there might be compatibility problems.

When I have such a situation I usually resort to putting a New USB2 PCI card
into the computer and use a Wireless USB.

Otherwise, look at the Device manger and get rid of the Ghost
(http://www.ezlan.net/faq#ghost ). Switch off the computer and try the PCI
Wireless in an other slot, make sure that it does not share an IRQ with the
Graphic card.

Jack (MVP-Networking).



<(E-Mail Removed)> wrote in message
news:qv-(E-Mail Removed)...
>
> On 24-Apr-2006, "Musashi" <(E-Mail Removed)> wrote:
>
>> Don't know what to tell you. I've installed at least 6
>> of those WG311v3 PCI cards on varous PCs including
>> 2 Dells and I've never had any problem.
>> So the issue may be unique to your specific PC in some way.
>
> Dells can be a bit finiky, they don't buy bog standard off
> the shelf motherboards, so they are also a pain in the arse
> a few years down the line if you wan't a BIOS update.
> Try a download manager with a resume facility, it should
> get the file in the end.

Appreciate the three helpful comments but they haven't got me any further.

The "old" computer is five years old, Pentium III 800. I bought a new one
because it seemed now that some programs wanted more speed.

I'm tempted to give up, try to get the money back from the dealer and buy a
Wireless USB. I don't need even to buy a USB2 PCI Card. I have a USB
available.

I looked at the Device Manager, found the WG311 with a red cross rather than
a yellow triangle, which seemed to mean disabled, enabled it but then got
the yellow triangle. Uninstalled it, did a complete Uninstall with the CD,
then went over the computer, removed all traces of WG311 from the computer
and from the Registry, tried to reinstall - same result.

What baffles me is the inability to download the new setup file. Every time
it starts by showing "getting the file information from downloads.netgear"
but then after about 15 seconds gives an error message - Internet Explorer
timed out. I have never seen this message before and I do downloads all the
time, often much bigger. I have GetRight, which is a pretty good download
manager, It can locate the ftp site, give details of the files burt when I
try to download setup.exe, it cannot connect. Can anyone else download
this file ? I've reported it to Netgear support but don't expect any
answer.
Stuart
"Jack (MVP-Networking)." <(E-Mail Removed)> wrote in message
news:Orj%23PW$(E-Mail Removed)...
> Hi
>
> I am not sure what old computer means. As said above might be that if the
> computer is very old there might be compatibility problems.
>
> When I have such a situation I usually resort to putting a New USB2 PCI
> card into the computer and use a Wireless USB.
>
> Otherwise, look at the Device manger and get rid of the Ghost
> (http://www.ezlan.net/faq#ghost ). Switch off the computer and try the
> PCI Wireless in an other slot, make sure that it does not share an IRQ
> with the Graphic card.
>
> Jack (MVP-Networking).
>
>
>
> <(E-Mail Removed)> wrote in message
> news:qv-(E-Mail Removed)...
>>
>> On 24-Apr-2006, "Musashi" <(E-Mail Removed)> wrote:
>>
>>> Don't know what to tell you. I've installed at least 6
>>> of those WG311v3 PCI cards on varous PCs including
>>> 2 Dells and I've never had any problem.
>>> So the issue may be unique to your specific PC in some way.
>>
>> Dells can be a bit finiky, they don't buy bog standard off
>> the shelf motherboards, so they are also a pain in the arse
>> a few years down the line if you wan't a BIOS update.
>> Try a download manager with a resume facility, it should
>> get the file in the end.
>
>

Stuart Grant wrote:

> Appreciate the three helpful comments but they haven't got me any further.
>
> The "old" computer is five years old, Pentium III 800. I bought a new one
> because it seemed now that some programs wanted more speed.
>
> I'm tempted to give up, try to get the money back from the dealer and buy a
> Wireless USB. I don't need even to buy a USB2 PCI Card. I have a USB
> available.
>
> I looked at the Device Manager, found the WG311 with a red cross rather than
> a yellow triangle, which seemed to mean disabled, enabled it but then got
> the yellow triangle. Uninstalled it, did a complete Uninstall with the CD,
> then went over the computer, removed all traces of WG311 from the computer
> and from the Registry, tried to reinstall - same result.
>
> What baffles me is the inability to download the new setup file. Every time
> it starts by showing "getting the file information from downloads.netgear"
> but then after about 15 seconds gives an error message - Internet Explorer
> timed out. I have never seen this message before and I do downloads all the
> time, often much bigger. I have GetRight, which is a pretty good download
> manager, It can locate the ftp site, give details of the files burt when I
> try to download setup.exe, it cannot connect. Can anyone else download
> this file ? I've reported it to Netgear support but don't expect any
> answer.
> Stuart
> "Jack (MVP-Networking)." <(E-Mail Removed)> wrote in message
> news:Orj%23PW$(E-Mail Removed)...
> > Hi
> >
> > I am not sure what old computer means. As said above might be that if the
> > computer is very old there might be compatibility problems.
> >
> > When I have such a situation I usually resort to putting a New USB2 PCI
> > card into the computer and use a Wireless USB.
> >
> > Otherwise, look at the Device manger and get rid of the Ghost
> > (http://www.ezlan.net/faq#ghost ). Switch off the computer and try the
> > PCI Wireless in an other slot, make sure that it does not share an IRQ
> > with the Graphic card.
> >
> > Jack (MVP-Networking).
> >
> >
> >
> > <(E-Mail Removed)> wrote in message
> > news:qv-(E-Mail Removed)...
> >>
> >> On 24-Apr-2006, "Musashi" <(E-Mail Removed)> wrote:
> >>
> >>> Don't know what to tell you. I've installed at least 6
> >>> of those WG311v3 PCI cards on varous PCs including
> >>> 2 Dells and I've never had any problem.
> >>> So the issue may be unique to your specific PC in some way.
> >>
> >> Dells can be a bit finiky, they don't buy bog standard off
> >> the shelf motherboards, so they are also a pain in the arse
> >> a few years down the line if you wan't a BIOS update.
> >> Try a download manager with a resume facility, it should
> >> get the file in the end.
> >
> >

I had no problem d/l the file using the Netgear web interface (at
http://kbserver.netgear.com/release_notes/d102828.asp). And the filename isn't
"setup.exe" it's wg311v3_v1_1_setup.exe (but maybe you were just saving
keystrokes ).

Do you have a marginal connection to your ISP? Are you trying to go directly to
the ftp site with GetRight? That may not work -- if you try to access
ftp://downloads.netgear.com/files/ you get a "permission denied" error.

Hi
Clean again and try the USB form the dell on the old computer and see if it
works.
It does Not work, then there is something systemic wrong with the Old
computer, and the next step would be to decide whether is Hardware or OS
related.
It Works, get another USB Wireless, and enjoy.
In many cases USB is better for Desktops to begin with (
http://www.ezlan.net/faq#wcard )
Jack (MVP-Networking).

"Stuart Grant" <sagrantatbluewindot.ch> wrote in message
news:(E-Mail Removed)...
> Appreciate the three helpful comments but they haven't got me any further.
>
> The "old" computer is five years old, Pentium III 800. I bought a new one
> because it seemed now that some programs wanted more speed.
>
> I'm tempted to give up, try to get the money back from the dealer and buy
> a Wireless USB. I don't need even to buy a USB2 PCI Card. I have a USB
> available.
>
> I looked at the Device Manager, found the WG311 with a red cross rather
> than a yellow triangle, which seemed to mean disabled, enabled it but then
> got the yellow triangle. Uninstalled it, did a complete Uninstall with the
> CD, then went over the computer, removed all traces of WG311 from the
> computer and from the Registry, tried to reinstall - same result.
>
> What baffles me is the inability to download the new setup file. Every
> time it starts by showing "getting the file information from
> downloads.netgear" but then after about 15 seconds gives an error
> message - Internet Explorer timed out. I have never seen this message
> before and I do downloads all the time, often much bigger. I have
> GetRight, which is a pretty good download manager, It can locate the ftp
> site, give details of the files burt when I try to download setup.exe, it
> cannot connect. Can anyone else download this file ? I've reported it
> to Netgear support but don't expect any answer.
> Stuart
> "Jack (MVP-Networking)." <(E-Mail Removed)> wrote in message
> news:Orj%23PW$(E-Mail Removed)...
>> Hi
>>
>> I am not sure what old computer means. As said above might be that if the
>> computer is very old there might be compatibility problems.
>>
>> When I have such a situation I usually resort to putting a New USB2 PCI
>> card into the computer and use a Wireless USB.
>>
>> Otherwise, look at the Device manger and get rid of the Ghost
>> (http://www.ezlan.net/faq#ghost ). Switch off the computer and try the
>> PCI Wireless in an other slot, make sure that it does not share an IRQ
>> with the Graphic card.
>>
>> Jack (MVP-Networking).
>>
>>
>>
>> <(E-Mail Removed)> wrote in message
>> news:qv-(E-Mail Removed)...
>>>
>>> On 24-Apr-2006, "Musashi" <(E-Mail Removed)> wrote:
>>>
>>>> Don't know what to tell you. I've installed at least 6
>>>> of those WG311v3 PCI cards on varous PCs including
>>>> 2 Dells and I've never had any problem.
>>>> So the issue may be unique to your specific PC in some way.
>>>
>>> Dells can be a bit finiky, they don't buy bog standard off
>>> the shelf motherboards, so they are also a pain in the arse
>>> a few years down the line if you wan't a BIOS update.
>>> Try a download manager with a resume facility, it should
>>> get the file in the end.
>>
>>
>
>

I can't understand how you managed to download the file successfully. I've
failed at least ten times !!

I was just saving keystrokes. I know that the file is
wg311v3_v1_1_setup.exe.

When I go to the Netgear web interface (at
http://kbserver.netgear.com/release_notes/d102828.asp)
There is a button for Download. It tells you "Right Click and Save". There
is no "Save" on the right-click menu but "Save Target as ...". I choose
that and get the usual small download screen showing pages going back and
forward and the legend "Getting file information from download.netgear", or
similar, but after about 15 seconds I always get an error message. "Cannot
download file. Internet Explorer timed out". I have never seen this error
message before. I have tried using two different computers. Same result.
My Internet connection is broadband ADSL, very fast and gives no problems.

What on earth can be happening ?
Stuart

----- Original Message -----
From: "Lem" <(E-Mail Removed)>
Newsgroups: microsoft.public.windows.networking.wireless
Sent: Tuesday, April 25, 2006 5:29 PM
Subject: Re: Netgear Support is abysmal


>
> I had no problem d/l the file using the Netgear web interface (at
> http://kbserver.netgear.com/release_notes/d102828.asp). And the filename
> isn't
> "setup.exe" it's wg311v3_v1_1_setup.exe (but maybe you were just saving
> keystrokes ).
>
> Do you have a marginal connection to your ISP? Are you trying to go
> directly to
> the ftp site with GetRight? That may not work -- if you try to access
> ftp://downloads.netgear.com/files/ you get a "permission denied" error.
>

Hi

Right clicking and saving on the Big Orange button works at Apr. 25 1:20pm
EST (download speed 600KB/sec.)

http://kbserver.netgear.com/release_notes/d102828.asp

In any case when you finally obtain the 1.1 drivers do not be disappointed
if the New Drivers do not help, it is a jump from v1 to V1.1

Jack (MVP-Networking).



"Stuart Grant" <sagrantatbluewindot.ch> wrote in message
news:(E-Mail Removed)...
>I can't understand how you managed to download the file successfully. I've
>failed at least ten times !!
>
> I was just saving keystrokes. I know that the file is
> wg311v3_v1_1_setup.exe.
>
> When I go to the Netgear web interface (at
> http://kbserver.netgear.com/release_notes/d102828.asp)
> There is a button for Download. It tells you "Right Click and Save".
> There is no "Save" on the right-click menu but "Save Target as ...". I
> choose that and get the usual small download screen showing pages going
> back and forward and the legend "Getting file information from
> download.netgear", or similar, but after about 15 seconds I always get an
> error message. "Cannot download file. Internet Explorer timed out". I
> have never seen this error message before. I have tried using two
> different computers. Same result. My Internet connection is broadband
> ADSL, very fast and gives no problems.
>
> What on earth can be happening ?
> Stuart
>
> ----- Original Message -----
> From: "Lem" <(E-Mail Removed)>
> Newsgroups: microsoft.public.windows.networking.wireless
> Sent: Tuesday, April 25, 2006 5:29 PM
> Subject: Re: Netgear Support is abysmal
>
>
>>
>> I had no problem d/l the file using the Netgear web interface (at
>> http://kbserver.netgear.com/release_notes/d102828.asp). And the filename
>> isn't
>> "setup.exe" it's wg311v3_v1_1_setup.exe (but maybe you were just saving
>> keystrokes ).
>>
>> Do you have a marginal connection to your ISP? Are you trying to go
>> directly to
>> the ftp site with GetRight? That may not work -- if you try to access
>> ftp://downloads.netgear.com/files/ you get a "permission denied" error.
>>
>
>

If, despite Jack's comments, you'd still like the current driver I'll send it to
you -- if both Hotmail and your ISP won't choke on a 9.24 MB attachment.

Let me know by email at the above address.

Stuart Grant wrote:

> I can't understand how you managed to download the file successfully. I've
> failed at least ten times !!
>
> I was just saving keystrokes. I know that the file is
> wg311v3_v1_1_setup.exe.
>
> When I go to the Netgear web interface (at
> http://kbserver.netgear.com/release_notes/d102828.asp)
> There is a button for Download. It tells you "Right Click and Save". There
> is no "Save" on the right-click menu but "Save Target as ...". I choose
> that and get the usual small download screen showing pages going back and
> forward and the legend "Getting file information from download.netgear", or
> similar, but after about 15 seconds I always get an error message. "Cannot
> download file. Internet Explorer timed out". I have never seen this error
> message before. I have tried using two different computers. Same result.
> My Internet connection is broadband ADSL, very fast and gives no problems.
>
> What on earth can be happening ?
> Stuart
>
> ----- Original Message -----
> From: "Lem" <(E-Mail Removed)>
> Newsgroups: microsoft.public.windows.networking.wireless
> Sent: Tuesday, April 25, 2006 5:29 PM
> Subject: Re: Netgear Support is abysmal
>
> >
> > I had no problem d/l the file using the Netgear web interface (at
> > http://kbserver.netgear.com/release_notes/d102828.asp). And the filename
> > isn't
> > "setup.exe" it's wg311v3_v1_1_setup.exe (but maybe you were just saving
> > keystrokes ).
> >
> > Do you have a marginal connection to your ISP? Are you trying to go
> > directly to
> > the ftp site with GetRight? That may not work -- if you try to access
> > ftp://downloads.netgear.com/files/ you get a "permission denied" error.
> >

For the benefit of anyone who has been following this long thread, feel I
should report that the problem is solved. There is still no explanation of
why I could not download the new setup file from Netgear but a kind group
member and also someone from Netgear Support sent me the file by e-mail -
all 10MB of it.
I followed the instructions on their web site carefully, step by step and I
now have the message Connected,Enabled on both computers.
So I feel it is only right to say that Netgear Support is NOT abysmal,
although they should not take 13 days to give a first answer, when they
claim to respond in one business day and I don't know why they answer me in
German when I write in English to an Ennglish language web site.
Thanks also to all here who helped.
Stuart

"Jack (MVP-Networking)." <(E-Mail Removed)> wrote in message
news:eYA3$(E-Mail Removed)...
> Hi
> Clean again and try the USB form the dell on the old computer and see if
> it works.
> It does Not work, then there is something systemic wrong with the Old
> computer, and the next step would be to decide whether is Hardware or OS
> related.
> It Works, get another USB Wireless, and enjoy.
> In many cases USB is better for Desktops to begin with (
> http://www.ezlan.net/faq#wcard )
> Jack (MVP-Networking).