Real touch stops functioning during use

My real touch was working perfectly fine up till last night. For the first 5 minutes or so it works like usual, but after that the device just simply stops working, even though there is no problem with the video streaming at all. The only way to get the real touch to respond again is to push the power button off, and back on at the USB box. The warm up mode would start, and real touch will respond to the video streaming again, but it will stop functioning again after a few minutes. After repeating this a few times and wasting a good 15 - 20 of my account minutes, real touch stops responding even during the warm up mode. The belt will run for a few seconds and just stop. I tried letting the device sits for 10 minutes or so and the warm up mode will work again, but the device will still stop functioning a few minutes into the movie again. I tried contacting technically support live chat, but they told me to call them during business hours. (he doesn't seem like he wants to help me at all btw, name is "Campbell"). I tried e-mailing both technical support and billing support but nobody seems to want to answer my email. Its hard for me to call because my work hours is long and erratic. This is very frustrating, hopefully someone is willing to help with my problem on this board.

Saddly this sounds like a hardware issue with the realtouch itself...

Only suggestion I could hope to offer is let the thing sit overnight and try to use it less than 30 min a day with a long cool off period in between. I know I used mine two times one day and it acted funny the second time (since then I've given it a longer cool off without problems) and make sure that even if the lube reservoir isn't FULL that there is lube in it as it seems to be used for the belts as much as you!

It'll help the dev team if they know how often you've used it (per day or per actual use) You might have started to wear the thing out which would suck...

This message was edited 2 times. Last update was at 07/11/2009 22:28:48

I only use it once every 3-4 days. Each time I use it for about 20 minutes to 60 depending on my mood. Thinking back to the other night, I think it was working perfectly fine for the first 10 minutes or so, and then the problem just escalated. I don't want to try using it again only to lose more minutes, cause I already wasted a good 20 minutes or so.

Please contact our Customer Service about the lost minutes issue. We will try to look into what is going wrong with your RealTouch. Thanks for letting us know about the problem!

This message was edited 2 times. Last update was at 09/11/2009 16:44:54

I called saturday, but the person can't help me about the problem or the lost minutes and told me to call back Monday.
I called them today, and the manager suggested I unplug everything, reinstall plugins, and try the device again, which
didn't fix the problem at all. Lost about 10 more minutes today for a total of over 30 minutes of lost time.
A lead technician is suppose to call me at 2:30pm today which nobody did. Not sure what else to do here.

I have sent you a PM Zimo.

Hi Zimo

The RealTouch has several built in safety features. One in particular shuts down the unit completely if it detects a problem with either the belts or the heating elements.
It sounds like during use, the belts are being put under more resistance than what was intended, this will disable the unit.
If the unit works correctly without anything in the device, then the next thing to check is if the unit is lubed sufficiently.
The software is monitoring the status of the motors and heaters in real-time, if it detects any anomalies it will shut the unit down in such a way that requires a full power cycle of the device.
This does not mean the unit itself is defective, it just means that it's being used in such a way that it's outside of the established base line for certain parameters. This is most often caused by lack of lube on the belts.

There are other factors which will cause the unit to shut down such as loss of internet connectivity, but since you indicate that the video is streaming properly and it requires a full power cycle, this seems to be the most likely cause.

RealTouch

I always refill the lube tank before each use. The device stop responding even during the warm up mode when there is no rsistance on the belt. The unit doesn't feel hot when it stops responding so I don't think it's over heating.

This message was edited 1 time. Last update was at 10/11/2009 10:44:38

Update:

I got a call back from the lead technician Raymond this morning, very courteous and helpful. He is taking care of the problem for me and he is going to credit all the lost minutes.

Thanks for the help again if you are reading the forum Raymond.

I'm glad you got help Zimo. That is a strange issue. I love my device! I think I might be a little pissed if that happened. Good to know their customer service can help with issues though! Lots of companies have terrible support with sex toy products.

Same here glad it's getting worked on it'd be awesome if its an easy fix!

Any follow-up on this issue? I filed a support ticket, but haven't gotten a response yet...

Been well over a week now. Talked to a live rep who mentioned someone would be with me shortly, and haven't received a phone call for two days.

Attempted to talk to a live rep again, but received the "our operators are busy assisting other customers" for 30 mins... and I still have not been able to resolve the issue after:
- cleaning the device
- reinstalling the drivers
- power cycling
- looking for anything that would be stopping the device
- making sure the cables are properly seated.

Was there ever a resolution for the issue Zimo?

RealTouchMod, is this a known defect? Is Windows 7 the culprit?