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> Joel,
>
> The representatives thought yesterday when you were sent the email was
> to have you on the newest possible playing field. It wasn't sent to
> solve the Telescan collection problem, but because we would rather not
> try and solve a problem in an earlier version than necessary. It will
> not solve the Telescan collection problem because the problem is not
> solvable by Equis. However, since yesterday's email does not pertain
> to MetaStock Professional, the human error of thinking you were using
> MetaStock for Windows 95 & NT was made by the answering
> representative, which by the way may have been totally different than
> the representative you corresponded with two weeks earlier. I
> apologize for the fact this representative made an assumption. You
> are correct regarding the MetaStock Professional patch not having
> changed. This miscommunication over versions can be alleviated if the
> program name and version is included in all support request emails.
>
> The Telescan problem is continuing. I call you attention to the
> following from our 1/13/99 email to you:
>
> >>Telescan sometimes has difficulty sending current quotes. When this
> happens you may not receive all of the >>data you request in one
> collection attempt. We have reported this to Telescan and they are
> working on it but >>they have not yet discovered the cause or the
> solution.<<
>
> The problem you are experiencing based upon the information provided,
> as well as multiple hours of testing here, is in fact occurring on the
> Telescan end. The Qcenter contained in The DownLoader for Windows
> version 6.52 is the same Qcenter you were using when the problem did
> not exist.
>
> In fact, the problems reappeared almost immediately after Telescan
> changed their host software and sped up the host execution. This is
> also coincidentally about the same time MetaStock Professional was
> released with The DownLoader for Windows version 6.51 (which is now
> 6.52). I have provided Telescan with documentation of the problem
> repeatedly, however, they have not seen fit to make any changes as of
> yet.
>
> I can show you in your collection capture why you are not getting
> current quotes. The request is made and the server responds either
> "no data", "not traded" or "can't find symbol xxx". In most current
> cases, the "can't find symbol xxx" is the message we are receiving.
> Since a current quote collection is, as you say, a "batch" collection,
> it is inherently faster than an historical collection request. The
> Telescan server has no problems keeping up with a symbol by symbol
> request which is how an historical data request is made. But, it is
> having problems keeping up with a multiple symbol request. A current
> quote collection is a multiple symbol request. The way we request
> data is consistent with the Telescan documentation for requesting
> data. Again, the Qcenter currently being utilized is the same Qcenter
> previously utilized when your collections worked correctly.
>
> The new version 6.52 also has a feature you requested in your 1/12/99
> email. Because it will now take a command line pass, you can launch
> an express download by using the scheduler contained in Windows 98.
> The DLWin.wri file lists this and describes the command line.
> Basically, you would have the scheduler launch The DownLoader with the
> command dlwin.exe /express. This collection will use the last
> collection you completed as its template. Express download has worked
> this way since inception. The ability to launch it in this manner is
> new to version 6.52.
>
> If you wish to obtain a capture of your collection, please do the
> following.
>
> 1) Launch The DownLoader.
> 2) Proceed with the normal steps to complete a collection.
> 3) At the Vendor Selection screen, right click on the OK command
> button.
> 4) Select Session Capture from the menu.
> 5) OK if the file name meets your approval.
> 6) OK the collection.
>
> The capture file will be in The DownLoader for Windows folder unless
> you set the path to a different folder. If you send that capture to
> me attached to an email, I will highlight the specific areas that are
> failing at the Telescan end and send it back to you. Captures like
> this have been sent to Telescan.
>
> Equis International has never hidden the fact that "bugs" do occur.
> In fact, we freely admit that "bugs" are an inevitable part of
> software. We test very hard to try and keep "bugs" to a minimum.
> However, when software does as much as MetaStock for Windows 95 & NT,
> MetaStock Professional and The DownLoader do, "bugs" will invariably
> exist. We fix them whenever we can. The current collection situation
> with Telescan is and has been repeatedly proven not to be a problem
> that we can fix. We fixed the problem we had with current quotes in
> October 1997. It has been in every version of The DownLoader for
> Windows since. This latest problem is at the other end. We can not
> fix that. We wish we could. The fix will need to be accomplished on
> their end. They have been informed repeatedly about the problem and
> each time, we have also notified them that if something is found in
> The DownLoader itself, we will fix it. However, as stated above, we
> have spent multiple hours verifying that each step of the collection
> process meets their programming specifications exactly.
>
> Again, I apologize for the fact the representative didn't realize you
> were using MetaStock Professional. If you would please make known
> program names and versions in your emails, that should not happen
> again.
>
> Bill Forman
> Customer Support Manager
> Equis International
> A Reuters Company
> http://www.equis.com/
> http://www.equis.com/customer/support/
> Please include previous email answers and questions in your response.
>
> Equis and MetaStock and MetaStock Professional are registered
> trademarks
> of Equis International. Achelis Binary Wave, The DownLoader, Expert
> Advisor, OptionScope, Quotecenter, and Smart Charts are trademarks of
> Equis International.
>
>
>
>
> -----Original Message-----
> From: Joel Beck [mailto:beck@xxxxxxxxxxxxxx]
> Sent: Tuesday, January 26, 1999 9:52 PM
> To: Equis Support
> Cc: suggestions@xxxxxxxxxxxxx; meta; bforman@xxxxxxxxxxxxx
> Subject: I'm outraged
>
>
> I took the time to write to you folks to describe to you the problems
> that I'm experiencing with YOUR program. YOU couldn't even take the
> time to even READ my e-mail message. You call this tech support?
>
> Your response was obviously a "canned" reply. The update you mention
> that was posted on your "web site Today" states it is: (dated
> 11/12/98, 3.52Mb)
> Thanks for NOTHING. How about showing some kind of interest in
> improving your software and concern for your customers. Is this asking
> too much? I wouldn't think so.
>
> If you had taken the time to read what I wrote, you'd have seen that
> the problems occurred AFTER I applied the patch that you recommend in
> this bogus response.
>
> Please take a moment to read what I had written initially.
>
> Take a gander at your MetaStock mailing list and you'll see that I'm
> not the only person having problems with this "fix."
>
> Please forward this message to Bill Forman. I'd like to know what he
> thinks of this.
>
>
> -----Original Message-----
> From: Equis Support [mailto:support@xxxxxxxxx]
> Sent: Tuesday, January 26, 1999 7:07 PM
> To: 'Joel Beck'
> Subject: RE: Downloader/Telescan
>
> We just posted a new msw652.exe update file on our web site
> Today. Collect the new update file and install it to see if it helps.
>
> Equis Support
> http://www.equis.com/
> http://www.equis.com/customer/support/
> Please include previous email answers and questions in your
> response.
>
> Equis and MetaStock and MetaStock Professional are registered
> trademarks of Equis International. Achelis Binary Wave, The
> DownLoader, Expert Advisor, OptionScope, Quotecenter, and Smart Charts
> are trademarks of Equis International.
>
>
> -----Original Message-----
> From: Joel Beck [SMTP:beck@xxxxxxxxxxxxxx]
> Sent: Tuesday, January 26, 1999 8:15 PM
> To: Support
> Cc: suggestions@xxxxxxxxx
> Subject: Downloader/Telescan
>
>
> Doc,
>
> I haven't heard from you yet about the issues we
> discussed 2 weeks ago. Have you found a fix for the
> Downloader/Telescan problems yet.
>
> To refresh your memory, I have to set my PC clock
> forward one day in order to collect today's quotes from Telescan. As I
> mentioned to you, the qc.exe file that you folks made available on
> your web site fixed this problem previously, however, after installing
> the 6.52 patch, the problem reappeared. Apparently the patch unraveled
> what the qc.exe patch fixed.
>
> As you can imagine, this problem is difficult when I
> want to schedule an automatic data retrieval. When this problem is in
> effect, The Downloader doesn't do a "batch" retrieval as it used to do
> when it worked correctly. I suppose that when the PC clock is advanced
> a day, The Downloader looks for the data in the "historical" database
> rather than the "current" data database, as you mentioned when we
> spoke. Now the downloads take MUCH longer than if I did a nightly
> download as the program worked previously.
>
> Also, the Downloader has been changed in such a way that
> when I try to add new securities each month after you post the updated
> symbol file, instead of ignoring the securities that I already have in
> my folders, the new "feature" as you called it, prevents me from doing
> it in an efficient way. The Downloader brings up a dialog box warning
> me that I already have that particular security in that folder. As I
> have 2656 securities, that means that I have to dismiss the dialog box
> nearly that many times just to add the new optional securities each
> month. Obviously I want to have the most current list of optional
> securities on my hard drive. This "feature" makes it impractical to do
> this. If only you could have The Downloader function as it did before,
> I could add the new securities that you include in the symbol update
> each month.
>
> One additional suggestion, when The Downloader is set to
> do a delayed retrieval, The Downloader prohibits Win95 and/or Win98
> from allowing the hard drive to spin down (turn off). This built in
> feature that Microsoft included in these to operating systems goes a
> long way to extending the life of ones hard drive when the computer is
> left on ALL the time to allow The Downloader to retrieve data each
> evening. Microsoft included System Agent/Task Scheduler to allow
> programs to be run at predetermined times. Would it be too difficult
> to allow The Downloader to make use of this program that Microsoft has
> built in to these operating systems and launch The Downloader and
> retrieve data at a scheduled time AND allow the hard drive to spin
> down thus adding many hours of life to my hard drive? I'm sure that
> you can see the value in this if you've ever had a hard drive fail.
>
> Thanks for your consideration of these suggestions and
> prompt attention to The Downloader/Telescan problem.
>
> Joel
>
> Using MetaStock Pro
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