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The first level of support seems not to know anything about IT, up to the point of having no idea what the Print Mode (Queued or Raw) is. The configuration is at the best, complicated. The unit is small and easy to hide, easy to connect but that's as much as I can positively say. Then he blamed it on the driver which works fantastic if I connect the printer directly to the PC via USB port.
You can check online for instructions but they are weak and vague as well. For the price of this unit I would expect something of a superior quality. After 3 tries, I got a second level support specialist. After several tries, I got it up and running, not for Hawking tech support intervention but for the amount of hours of try, rethink, error and retry cycles. After trying several things I called tech support.
That guy knew a little bit more than his 1st level colleagues, but he did not have any idea on how to configure this unit correctly, up to the point to tell me my printer wasn't supported when it is listed in their 'supported printers list'. In the end, this unit cost me more than the price I paid for it. The unit comes with almost no instructions (a simple 3 pages booklet). Finally, I stop calling them and I decided to do some investigation on my side before starting the RMA process. That is another story.
You will get someone in India (you know from now what I was dealing with). I discovered you need to do a little trick to make this work correctly (just needed to think laterally instead of straight forward). My best recommendation, if you are not an IT geek, stay away from this product.
I have not been able to get the system to re-rout the print spool thru the print server to the printer. I only get the message, "File failed to print"
support that they have a list of incompatible printers. support before you order and make sure your printer is compatible.
So I called Hawking technical support and was told that it is not compatible with my printer (Lexmark X83). Tried to return it to the vender (ANTOnline) through the web RAM claim but they refused it.
It did not work. BEWARE OF ANTOnline.I filed a complaint to Better Business Bureau.About this print server, call Hawking tech.
Talked to their customer support but they refused to discuss the RMA issue directly. Instead they told me they would review the decision but no response from them after 4 business days.
I was told by Hawking tech. HOWEVER THEY DON'T MAKE IT PUBLIC.And don't buy it from ANTOnline.
I bought this product to use on a new Windows XP machine for a home network. Tech support was quite lame - suggested "log off" as the solution. It seems to do the job. However, when you switch users on XP you lose the printer connection and 2 screens pop up to warn you. Basically asking to limit XP functionality due to poor driver design. Havent seen to many other similar products so I am stuck with this for now and hope they will generate an updated driver.
Customer service is pityful at best, somewhere in India. After several firmware upgrades, the server worked well. Response is up to 6 days. However, the software looses its connection to the printer once in a while. When this happens, you need to uninstall and reinstall the software. Phone support is for minor problems only then they refer you to email. 6 days X 4 firmware up grades.
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