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Official ASUS Thread - Users with BT/WiFi Fallout Issues

OP Gary Key

13th January 2012, 06:04 PM   |  #1  
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Good Day,

For those users who are suffering from the WiFi/BT fallout issue please PM me with your unit serial number so we can verify the firmware version on your unit to confirm our replication findings.

Issue -
1. WiFi and BT turned on and active.
a. Stream a media source via WiFi for playback to a BT device (headphones, speakers, etc) and the signal degrades to the point where the streaming source stops and requires a reset to the BT device. This is the most common problem reported although using several BT devices (keyboard, mouse, headset) and using the Internet Browser to simply view media content has also been reported as a problem when using BT input devices.

Sincerely,
Gary

1/15/12 Update - Thank you to the users who have submitted their serial numbers. We will start investigating the production dates and firmware revision late today. Hopefully, I can start responding to these users early this week. As for users not experiencing this particular drop out yet are still not experiencing full WiFi capabilities we will investigate these serial numbers and firmware revisions shortly. I will also provide recommendations for router settings in the near future.

1/17/12 Update - We are still going through the serial numbers submitted and will probably have an engineer or technical specialist reach out to discuss system setup and check a few settings. I will contact a sampling of users who submitted their serial numbers for this follow up.

1/18/12 Update - We are contacting another subset of users today for verification of the dropout on certain configurations. I should have an update in the near future regarding this problem.

1/19/12 Update - Well, not really an update as we are awaiting test results from returned units and users with replacement units. In addition, I fully expect Service and Engineering to finalize an action plan in the very near future for the units with the drop out problem.

Just a reminder, for those I or engineering did not contact directly yet about this problem, it does not mean we are ignoring your problem. We have read all the messages so please do not be upset if we have not contacted you yet.

1/22/12 Update - I will have updates tomorrow and a new communication system with forum members headed up by a dedicated staff.

1/23/12 Update - We are finalizing a service side solution for the WiFi/BT dropout problem and hopefully it can be rolled out shortly. We will directly contact another set of users for direct communication with our engineering staff starting tomorrow.

1/25/12 Update - We are working on two different solutions now and hope to have a fix available in early February.

1/31/12 Update - We are continuing testing on firmware updates and review of hardware returns due to inconsistencies between units that work properly and those that do not. I will have an update tomorrow.

2/2/12 Update - Sorry for the delay. We met again with the wireless engineering group today to discuss the inconsistencies between units that work properly and those that do not along with potential solutions beyond rework or replacement. In addition, we are discussing with the service team to setup a direct communication address and procedure (as we did with the serial number not found problem) for users with the dropout problem. As soon as I have additional information I will post it here first.

2/7/12 Update - We should have an announcement/plan in a couple of days for users suffering from the WiFi/BT dropout problem or severe WiFi dropouts.

2/8/12 Update - We pushed 9.4.2.13 early to address the random lock and reboot issues plus you might see general improvements in performance including WiFi and maybe even aGPS. For users still experiencing the drop out problem with WiFi/BT enabled, we expect to release a statement shortly (edited for clarification).

2/13/12 Update -
For users experiencing the WiFi/BT dropout (complete dropout) issue we will have an update tomorrow for owners of those units.

2/14/12 Update -

For North American users with the WiFi/BT dropout problem (WiFi on, BT on, stream media through a BT connection and the signal drops out completely) that have not had their unit repaired or exchanged we ask that you please send the following information to tablet@asus.com :

Subject: <TF201 WiFi/BT Dropout – Your Contact Name>

Body:
Name: Your Customer Name
Phone: A contact phone number
Email: Your Email address
SN#: Your TF201 Serial Number

A customer care representative or technician will take your information, contact you and might ask you to walk through a short procedure to verify the problem. We plan on reworking these particular units with a dedicated line process or worst case, exchanging the units. If you do not hear from a customer care representative or technician within 72 hours, please PM me the above information and I will have an intimate discussion with the service group.

If you are in a region other than North America, please contact your local service team.

In addition, we will have a new OTA update next week. .15 Released.

3/6/2012 Update:
I am back and will start answering messages.

3/8/2012 Update:
Users who RMA'd their units for the BT/WiFi fallout issue and are still waiting on repairs should receive an update status on or around 3/12~3/13. Additional units and replacement parts will be at the service depots by 3/12.

5/31/2012 Update:
If you are still suffering from any BT/WiFi fallout issues, please contact Tien at ASUS_USA for problem resolution.
Last edited by Gary Key; 1st June 2012 at 05:04 AM. Reason: Updates
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13th January 2012, 07:14 PM   |  #2  
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Bump as this is very important. My Pm has been sent to you Gary.
13th January 2012, 08:00 PM   |  #3  
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Hi Gary, I was planning on buying the Prime (when release in France) and use my BT with it but then I read about this issue which is a deal breaker for me so I cancelled my order.
If you can assure us that this is a software issue and will be fixed I ll gladly order back the Prime.

Sent from my HTC Desire using xda premium
13th January 2012, 08:01 PM   |  #4  
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PM Sent.

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13th January 2012, 08:13 PM   |  #5  
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You've got a PM sir
13th January 2012, 08:41 PM   |  #6  
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I sent a PM as well. I'm not sure I'm seeing the same issue, but it was pretty closely related so I thought I should. I was attempting to run OnLive with a bluetooth controller connected and OnLive just slowed to a crawl with bluetooth on. Once I turned it off things were back to normal and it ran fine.
13th January 2012, 08:47 PM   |  #7  
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PM sent.

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13th January 2012, 08:51 PM   |  #8  
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PM as well!

Much obliged.
13th January 2012, 08:55 PM   |  #9  
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Quote:
Originally Posted by Gary Key

Good Day,

For those users who are suffering from the WiFi/BT fallout issue please PM me with your unit serial number so we can verify the firmware version on your unit to confirm our replication findings.

Issue -
1. WiFi and BT turned on and active.
a. Stream a media source via WiFi for playback to a BT device (headphones, speakers, etc) and the signal degrades to the point where the streaming source stops and requires a reset to the BT device. This is the most common problem reported although using several BT devices (keyboard, mouse, headset) and using the Internet Browser to simply view media content has also been reported as a problem when using BT input devices.

Sincerely,
Gary

Hi Gary does this mean that there is a solution for this problems?
13th January 2012, 09:12 PM   |  #10  
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PM sent, Gary.

Hopefully something can be done about this because otherwise, it's a great tablet.

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