Hi Beka,
Which media are you currently using? I'd advise as a test you change brand of DVDs to ensure it is not a problem with the discs.
Does the error occur with CDs, DVD's or both? When you load the machine, you have to ensure that any discs you bought (that may have been shrink wrapped) are individually seperated. Some discs get "stuck" to each other in the packing process, so its important not to just put them in the machine, they should all first be seperated.
You can also check the Primera.com website for a firmware update. This could help resolve the DVD burning issue. (http://www.primera.com/ftp/Firmware/FirmwareDPIIv1.29_1.43.exe)
if you let me know the serial number of your unit I can check the warranty status for you.
Kind Regards,
[edited]

Hi [edited],
Thanks for getting back to me. The replicator did work (although temperamentally) until recently. We were using Discribe. We have only used it for DVDs and i dont think it's anything to do with them being stuck together.

The serial number is [edited] and it says the make date is April 2007.

thanks

Hi Beka,
Thanks for providing the information. I have checked our system and your machine was purchased on 02-Jul-07 meaning it is still within its warranty period.
I will send you an RMA form now, please provide as much information as you can and I'll authorise the unit for return. Kind Regards,
[edited]

RMA REQ SENT

AUTHORISATION SENT

Hi again,

I'm afraid we do not have the original packaging of the replicator. I will make sure it is safely packaged and sent back to you. Is that ok?

thanks

Hi Beka
Just letting you know we've repaired your unit (the drive was replaced), and it tested fine on the bench.
So we've sent it out today for delivery to you tomorrow.
Please note this ticket will now be closed.
Kind regards,
[edited]

Hello,

Unfortunately the replicator is not working again - it incessantly crashes and can't spin up any disks. or at least that's what the crash log claims is the problem.

I realise that we are no longer under warrantee as of about three weeks ago but since we only got it repaired about 2 months ago could you suggest a plan of action? Thanks very much.

Beka

Hi Beka,
I'm really sorry to hear your unit is no longer working, although i have to admit its very unusual for the same error to occur twice. How many discs on average are you producing per day?
When you say the unit instantly crashes - are you refering to the software, or to the machine itself?
Kind Regards,
[edited]

Hi David, after a 6-month period of working but with minor errors, our DVD duplicator seems to have finally given up. It kept telling us that our ink was really low to 0% and then it would rise back up on screen to 75%. But when we printed on to discs it would only print some of the colours (either all blue or all red). Then it wouldn't even record or print AT ALL as it said that the arm was broken and the arm would only move about 1cm up and down on the left hand side of the machine. So we changed the ink cartridges and still the machine refuses to work at all. I understand that we are no longer under warranty but could you please advise as to either what may be the problem, or whether you might be able to fix it and at what fee? Thanks very much, I look forward to hearing from you. Best, [edited]

Hi Beka,
Am I correct in thinking you are still using the Primera Bravo 2 on a Mac?
Your best option would be to contact Primera directly via [edited]
Give them your serial number, tell them you're working on a mac, and that you're experiencing these problems. You can also request they send you the latest software.
From the fault you've described - it is hard to tell if the problem lies with the software or the hardware (without examining the unit). updating the software is often the best first step to determining the fault, so try that first.
If it does not help, we do offer a repair service here. Its £75 + VAT to diagnose the fault. We'll then send you a quote for cost of labour and any necessary parts, and if you decide to go ahead we deduct the diagnostics fee from your bill.
Kind Regards,
[edited]

Hi David, thanks for your reply. Unfortunately however, we have never used the Bravo 2 on a Mac - only on a PC. Should I still contact [edited]or do you have any further advice for me considering we are using a PC? Also - how much does it cost for them to send us the latest software? Thanks, Anetta

Hi Beka,
Thanks for clarifying that. I think there may be a bit of confusion with the software then - as earlier in the ticket you mentioned you were using an application called Discribe, which is actually the mac application for the Bravo 2.
If you are on a PC - I hopefully can help you out.
Firstly, I would advise you remove the current print driver on your PC. For instructions on how to do this, see this article: http://server.iad.liveperson.net/hc/s-77406906/cmd/kbresource/kb-6875514563831348547/view_question!PAGETYPE?sq=driver+installation+instructions+PC&sf=101113&sg=0&st=780704&documentid=12283&action=view You can then download the latest Bravo 2 printer drivers from this link: http://www.primera.com/ftp/XPVistaDriver/DriverDPIIv1.03.exe
Also, do you have teh Bravo 2 printer only version, or the publsher version (which has the DVD-RW drive embedded)?
Kind Regards,
[edited]

Hi [edited],

I have followed your instructions - removing the current print driver and downloading the latest Bravo 2 printer driver but this still has not worked. I think there is an issue with the hardware. Could you please advise me as to quotes for how much this would be to repair? Do you do repairs? If so, what is the procedure? Thanks, Anetta

Hi Anetta,
We charge £75 + VAT to diagnose the fault on the unit. Once the unit is at our Greenwich Facility, we will assess the problem and give you a quote for the cost of the repairs. Should you decide to go ahead with the repair, the evaluation fee will be removed from your bill meaning you only pay for labour and any necessary parts.
I will send you an RMA request form now, please complete it and I shall issue you with a returns number and authorisation to send the unit to us.
Kind Regards,
[edited]

RMA REQ SENT

Hi David, we'd like to send our unit off for repairs. Please can you send the RMA request form again, but this time to my own email: [edited]? Also - could you let me know the address to send the machine to? Thanks very much, [edited]

And also - as Beka Diski is not in the office today, please can you email any replies directly to my email address as above? Could I also get a direct phone number for you? Many thanks

Hi Anetta,
I'm afraid I can not edit or change the E-mail address in our system, so all these E-mails will go to [edited]
If you wish, you can open a new ticket using this link: http://www.cd-writer.com/support/index.php?go=SubmitATicket and put your own E-mail address in, and the subject "Ref: Ticket [edited]".
I can then send all correspondence directly to you. You can contact me on [edited] - just ask for Dave and you'll be put through to me.
Kind Regards,
[edited]