Cheryl

Not sure if this is a hardware or software issue so I will start in this topic and see what develops. I have been playing Age of Empires (love that game!). Anyway, when using the dpad to move around the map it seems to get "stuck". I can move around the screen but when the pad is released it takes me all the way to the top of the map and stays there. This is the only game I have used this button for so far. How do I determine if it is a hardware or software problem?

enob

The was a problem with some of the earlier Axim's relating to DPAD/Navigater in which Dell was replacing the unit. The Dell Axim forum better describes the issue. If you need to call Dell for assistance I found a quick way to talk to one of their Axim support techs:

When calling into Technical Support, make sure that you use your Express Service Code, which you can find on the back of your Handheld, underneath the battery. If presented with a menu that asks what type of system you have, choose Peripheral (#4) and then Dell Handheld (#1). This will route you to a Handheld Technician who is properly trained on the Axim X5.

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DoctorWorm67

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I have been playing snake on my Axim Advanced and have noticed sometimes that when i press up on the DPAD it actually takes me to the right. But i don't know, some other people have played and have experienced no trouble. The Axim is still the best overall Pocket PC for your money.

Cheryl

I have heard that several units have problems with the navigation pad. I just wasn't sure if it was a software problem? Guess I will give Dell tech support a call and see what they have to say. I'll keep you posted :)

Cheryl

It took a little over an hour, but I am getting a new Axim sent out - should receive it in a couple of days. Hopefully I won't have the same problem.

DoctorWorm67

How easy was it for you to get Dell to send you a new unit because of the bad D-Pad because i am having the same problem

Cheryl

It was not difficult at all. The worst part was being on hold forever. The rep was very nice. I explained it was not an "all the time" problem. She had me do a soft reset, a hard reset and a couple of other things. Each time she would ask if I still had a problem (we had a slight communication problem-she didn't understand everything I was trying to say). She put me on hold a few times but was always nice. I work in the telecommunications industry and put a lot of value on the way I am treated on the phone. :) Anyway, she said I should receive my replacement in 2-3 days. Then I return the other one in the same box-no postage. I have a return ID number so if for some reason I don't receive my new Axim within that time frame I can call again... or email her (she gave me her email addy). Overall a very positive experience.

I am so glad I will not be without my Dell. I have to send my Clie in for service tomorrow. Sony could learn a thing or two from Dell :)

gordy

I diagnosed the problem over the phone with my father this morning and his Axim.

Set up a RA and exchnage. My dad does not have a problem with it. He never even noticed it anyway. There was a long hold time but I highly reccomend a speakerphone or headset and keep yourself busy.

It should arrive in a few days. I think Dell ;) recognizes this is a problem. Just be patient and they will take care of you.

Regards

gordy

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Sold the X5 for an AT&T BlackBerry 7280

DoctorWorm67

Thank you for your help. As i am writing this i am on hold with Dell support trying to get my Axim replaced for just the same reason. I have one more question, was all of your data lost when they asked you to perform a Hard Reset? I will get back to you tommorow and tell you how my experience with Dell Support was. I hope it goes smoothly.

Cheryl

Yes. Everything is lost after a hard reset so don't forget to back up any data that you have. Now my only problem is being able to restore my ActiveSync connection :( Oh well, that is a matter for a different thread.

DoctorWorm67

Well, i waited on hold for about half an hour, then i finnaly got on the phone with the guy. He had me do a soft reset, then align the screen a few thousand times. I kept telling him that it was not a problem with the screen, but a problem with the hardware D-Pad. He still didn't get it. After that he nearly gave me a lecture on how to use the stylus, and then he basicly said that it was my fault because i used the stylus to hard (which i don't). The whole time he thought it was a problem with the screen. I'm going to try back with Dell Support later, and see if i get a different person.

gordy

The new Axim came in for my Dad today (less that 24 hours after calling tech support) I backed up everything on the Old X5 and just restored it all to the new one. Worked like a charm. Before I boxed the old Axim up, I took a pic of the D-Pad probem. Notice the button positions at 12:00 and 3:00 are very close to the case and 9:00 and 6:00 there is a large gap? That is the D-Pad problem.

Hope this helps.

Regards

gordy

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Sold the X5 for an AT&T BlackBerry 7280

vdubjim

Quote:

Originally posted by gordy@Dec 24 2002, 03:38 PM Notice the button positions at 12:00 and 3:00 are very close to the case and 9:00 and 6:00 there is a large gap? That is the D-Pad problem.

SO the new one doesnt do that?

Mine is not perfectly centered and have had one problem of it sticking I THINK. im not 100% it was on PocketNEs and my dude ran by himself.

Im just worried that if i wait then ill get screwed later on the warrenty situation.

i cant wait on hold for hours.......Im military overseas and 1800 dont work hehehe.

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Advance

i am having the same problem... can i have the number you called? tech support... thx and another thing express service code how do i uses it... thx again n merry christmas

Blade

Well thought I would put my 2cents in. My 1st one had the d-pad problem so I got another one but this one has the same problem. lol I guess I will try another one?...