Olive customer service

I have a myriad of small, little weird problems, (and a MAJOR one, in that I can't do a back up) with my 04HD and Olive support has blown me off apparently. I have sent numerous e-mails and haven't received a reply back in over a month.

Olive service/support is one of the worst companies I have ever dealt with and I was in the high-end audio business for 25 years.

I LOVE my Olive 04HD when it works correctly, but if I had it to do over, I'm not sure I would go down the same road.

Shame on you Olive...

Mofi, I have no particular familiarity with Olive products, but after looking at the documentation two thoughts occur to me regarding backups:

1)Do you have the latest software installed? Their software release notes indicate that several backup-related changes and fixes have been introduced in the various software updates. Also, early versions of the software required that the backup drive be pre-formatted to FAT32.

2)By any chance is your backup drive larger than 2 terabytes? Drives larger than 2.19 TB use a partition table structure, "GPT", that is different than what is used in the traditional "MBR". Some operating systems, especially those that aren't recent, can't deal with GPT partition tables.

Harley, the manual can be downloaded from the Olive site as a pdf, and printed out. That is a common practice these days, especially with computer-based products. The manual includes warranty information.

Regards,
-- Al

Al...thanks as usual for your response. Yes, I have the latest software (4.3.2) and the latest firmware (3.0).

I bought my 04HD about a year and a half ago and bought at the same time a brand new LaCie (Porsche Design) 2TB external drive to back it up. I formatted it in FAT32 and it worked perfect until the software was updated to version 4.2.0 (spring of 2012). The software has had two additional updates since then (4.3.0 and 4.3.2). I've had no luck since then with being able to backup my 04HD.

Olive support told me that after the 4.3 update they found an incompatibility with "some" brands of external hard drives. They sent me a list of (3) different drives that they claim had been tested and approved to work. I bought (2) of these 2TB drives. Needless to say, neither one of them work, along with my original LaCie drive. All of the drives are 2TB.

I tried formatting them in FAT32 using the DOS command protocol and with several different utility programs. I tried a full format (took over 26 hours) and the quick format, but still nothing works.

I really think my problem is in the operating system software, which can be reinstalled, but will wipe out all of my data on the 04HD's internal drive. So, I HAVE to be able to backup all of music before I can do this. I have almost 1TB worth and hundreds of hours of ripping CDs to the unit. I REALLY do not want to have to do that again.

Olive support has been told all of this, but has yet to offer any solution.

Plus my unit will freeze up when ripping CDs and must be turned off (in the back with the main power switch) to make it work again. It will also drop the connection with the Olive remote control APP on my tablet or iPod and you have to do the same power cycle routine. I've tried several different android tablets and iPod devices and all do the same thing.

I've done as much troubleshooting that I can on my end. Now Olive needs to step up and offer a solution.

Wow, that does indeed sound like their products and their support leave something to be desired, Mofi.

If they continue to be unresponsive, the one additional thought that occurs to me, assuming that you are past the one year warranty period, and assuming that it is physically practicable, would be to remove the internal hard drive from the unit, put it in an external enclosure that provides a USB or other suitable interface, and copy the music files from it via a computer. You can find lots of such enclosures at Newegg.com.

In addition, if you think it might be helpful now or in the future consider using an imaging program to create an image of the entire hard drive, including the operating system.

Let me know if you'd like further specifics on those possibilities.

Best regards,
-- Al

Al...thanks again sir! I have found much help on the AVS forum (they have an 84 page topic on the Olive units), but still don't have a solution that I feel comfortable doing.

Unfortunately, Olive uses the Linux operating system and I am inept on that particular protocol. I also feel that Olive should take care of this and should not ask their customers to be computer whizzes or spend a multitude of hours trying to get the product to work right.

I do greatly appreciate your offer to help and just might take you up on it, if I can't get Olive to respond here shortly.