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I'm sorry to hear you are having so many problems. We have a lot of very happy users who use (and rely on) their Pogoplug everyday, so I'm confident we can figure out what is happening with yours. If you haven't already, please send an email to support@pogoplug.com. Our customer support team is very responsive, usually getting back to people in just a few hours. They will do whatever it takes to get you back online with your Pogoplug, and to figure out the root cause of why it is not consistently working for you.
Categories: Pogoplug Classic
I bought my pogoplug a month or so ago as I thought it'd be easier to manage than my NAS with routing etc, plus the sharing with others appealed to me as I travel a lot.
Anyway, 5 weeks in and it's as flaky as a flaky thing. To the point where I'm not convinced it's fit for purpose and probably shouldn't have been released to the public with so many bugs.
The number of times I've tried to access it remotely, via a browser or the Mac plugin, to be advised the drive is not available is countless. Absolutely nothing wrong with the drive, it's the pogoplug or the central pogolug network which has failed. Usually it's resolved by a power restart of the pogoplug, not easy when your working remotely, and as remote access is the whole point you can see my fit for purpose issue.
Even when sitting at my home PC with the drive all working fine etc I regularly try and access folders or subfolders to be told that "The Folder is Empty" , which is nonsense as when I unplug the drive from the pogoplug and plug it straight into my PC, guess what, the folders all have contents.
This is a seriously flawed product and I suspect it'll very soon be confined to that pile of junk I keep in a box in the garage which I once thought was a good idea, you know, things like Compaq iPaq handhelds, Wacom tablets and webcams....................
Pogoplug.................have a serious look at your existing product before releasing a "Biz" version as quite frankly the corporate boys will rip you a new one if you don't improve the reliability of your service.
And just for the record I'm on a guaranteed 10Mbps leased line at home where the Pogoplug is situated so my network speed isn't the issue.
September 8, 2010 7:58 AM
September 8, 2010 8:22 AM
updated: September 8, 2010 8:23 AM
Thanks for the reply Jed and I appreciate the offer of contacting support however the fundamental point remains. My system complies with your approved specification, my OS is up to date with all patches etc, I'm on a stable fast network and the software can simply cease working and won't re-enable without a reboot. To my mind that means that you haven't ironed out all of the bugs.
Having worked in various aspects of the industry for in excess of 20 years I'd also be cautions of over emphasising how happy your customers are, from my experience maybe too many of them ar just putting up with the issues or accept "that's just the way it is".
Anyway the offer is appreciated and I'll contact support however I have no intentions of spending hours doing system, network or firmware upgrades to get a product that claims to work out of the box working.
Call me cynical but i've spent way too many hours over the years doing product testing for companies that should've done it themselves before release.
September 8, 2010 8:37 AM
I'm glad you'll reach out to support, and I definitely don't want you to spend hours debugging. Most of the time they can resolve any issues remotely, and with little to no additional help required from the customer, other than some basic information about any 3rd party apps that may be interfering, or non-standard drives that cause problems.
Regarding happy customers, I will continue to stand by the fact that we have a very large install base, and we are in touch with many and can confirm that they are indeed using Pogoplug and are quite happy. We do occasionally find either bugs or issues working with a specific brand of router or hard drive, however we pride ourselves on going way out of our way to resolve them quickly and get people back up and running. My wife is one of those happy customers, and I can assure you that she has no patience for buggy hardware/software, and gives me no break that I work for the company :)
In the end, if you are still not happy with Pogoplug we will of course make things right for you, including providing a refund regardless of when you purchased the product. Our success is completely determined by happy customers.
September 8, 2010 9:07 AM
I'm happy with it. When I've had problems it came down to one of the following causes:
* Bad USB cable (bizarre how cables go bad just sitting there running current back and forth)
* Internet service issues (oh aren't those fun?)
I do have desired improvements but I knew what it was when I bought it and it has surpassed my expectations. Could it be more? Yes. But I am really happy with what it does and it continues to be improved at no additional cost to me.
My Pogoplug is used every single day and a problem would be noticed quickly. Put me in the satisfied customer column.
September 8, 2010 10:50 AM
updated: September 8, 2010 10:54 AM
Meznik said: I'm happy with it. When I've had problems it came down to one of the following causes: * Bad USB cable (bizarre how cables go bad just sitting there running current back and forth) * Internet service issues (oh aren't those fun?) I do have desired improvements but I knew what it was when I bought it and it has surpassed my expectations. Could it be more? Yes. But I am really happy with what it does and it continues to be improved at no additional cost to me. My Pogoplug is used every single day and a problem would be noticed quickly. Put me in the satisfied customer column.
I'm happy your happy, and I really don't want this to be a debate but if it did what it claimed to do and did it reliably and consistently I'd also be happy. I also knew it's limitations before I bought it but sadly it's not about it not exceeding my expectations it's about it not reaching it's own stated abilities.
As I said it can't be the internet connection as I have a commercial leased line with a monitored committed information rate and that shows no issues in months. It could be the USB and I'll give that a try but as the cable i'm using is the one supplied and is less than 6 weeks old and as the problems generally resolve when the pogoplug is rebooted it strikes me that it's not the cable.
Also as I said i'm happy if people are happy with it and it's fully meeting their expectations (and more importantly the claimed functionality) however Cloud Engines shouldn't assume that a quiet client is a happy client, more often than we'd all like their actually just a client who has learned to live with the workarounds.
I'll fire it to support the next time it goes down and they can assess why it's failed whilst it's failed. Thanks for the insight Jed and for what it's worth I do get the vibe that Cloud Engines have a different more customer focussed approach to their clients and products, the very fact that the product is cheap and to a large extent configurable with some UNIX experience is testament to that.
Thanks for the feedback.
September 14, 2010 4:36 AM
updated: September 14, 2010 4:38 AM
Guess what it's down again, I do believe this is the 3rd time in 7 days. Call logged with support 30 minutes ago so we'll see what happens next. I foolishly bought a new 1TB drive and attached it with a view to doing Active Copy, clearly a mistake to expect that that would not cause any problems and for the Pogoplug box to do what it sais it does. (sigh)
PS also tried to eject the new drive from mypogoplug 30 minutes ago and it's still showing the "Please wait while the drive is ejected" message, complete joke.
October 13, 2010 4:51 PM
Junk, junk and utter junk. Despite some months of persevering with this it still continues to fail. Quite frankly in my opinion this is not fit for purpose.
As a quick summary of my problems :
Sitting on same LAN that the drives are on, drives can't be accessed using the drive map utility.
Sitting on same LAN that the drives are on, drives can't be accessed via browser.
Remotely accessing the drives via either browser or mapped drives, they regularly fail advising "No Drive Attached"
Numerous reloads of the drive mapping app made no difference.
Numerous rebooting of both drives and pogoplug made no difference.
I've tried various drives so those aren't the problem.
I sit on a fast leased line network so bandwidth at my end ain't a problem
The failures are intermittent but regular, to the point that it's each day at least once.
I don't mean to get all preachy and recite my entire CV, but i'm 45 and have worked in IT all of my adult life, i've looked after networks of in excess of 1500 users over 45 sites. Currently work for a blue chip data centre looking after real cloud infrastructures.
All of the above is just so that Cloud Engines don't dismiss me as being uninformed.
Anyway, bottom line is this is flaky at best and downright faulty at worst. It's a nice idea but selling this as a simple, out of the box solution for a novice who wants access to home drives is ludicrous. Maybe next time some real world testing needs to be done.
Mines going in the bin. No response from anyone is sought, required or welcomed.
October 13, 2010 9:42 PM
I'm in a similar boat. I'm a bit younger (30) but have worked in IT for around 13yrs now. The idea of this device is awesome and I really want it to "just work" like its said to. I don't think I'm trying to do to much with it. I just wanted a private DropBox replacement using my own storage, as well as local access to my files via computers, xbox360/windows media center. I can't get windows media center to read files from the pogodrive when installed on the same computer, and so far I can't write files using the pogodrive app when at work even though I can download files with no problem.
The only thing that is keeping from getting to angered is that I got the PP on sale a couple weeks ago but with wifi it is still at $100+ I could have put that money towards another newer NAS and done the local network changes needed to gain access from outside but I wanted to be lazy and give this a shot...still holding out hope for a bit longer.
October 14, 2010 2:58 AM
updated: October 14, 2010 2:59 AM
Sorry, I should have added that I did contact support on 3 occasions. I was told variously to reboot the pogoplug, reboot the external drives, update my pogoplug firmware, change the USB cables, change the network cable and on one hilarious occasion "try" replacing my networks router.
That last one was real funny, I have a leased line which is constantly monitored for performance and shows no issues but Pogoplug support glibly advise me to contact my provider to get them to repleace an expensive router just because they've reached the end of their script sheet and can't think of anything else. Very amusing, not
October 14, 2010 7:00 AM
I too am disappointed with my PogoPlug.
I like the idea of it and I wanted it to work but oftentimes received those annoying messages suggesting that shared folders were empty.
I was also extremely disappointed by the active copy function. Without fail it never completed a full copy of the chosen folders on my Mac but promised so much.
My router was replaced a month ago as I changed provider and I haven't plugged in the PogoDrive since.
October 14, 2010 7:13 AM
Works for me, now that I replaced my harddrive.
I agree with the point that support are quick to give up and suggest a refund. Lets face it, with a price tag of $100, its cheaper to refund than to work the problem through.
October 15, 2010 3:56 PM
I agree, this thing is still very much in beta, I have loads of problems cannot stream to xbox 360, have to transcode video to view on mobile device (apparently going to take 8 months to transcode my library how ridiculous), drives disappear then reappear. Slow LAN transfers.
I would have never bought it if I had know what I know now, does anyone know of a device that does do the following : -
1) Works out of the box and does not install new firmware that breaks features on the device by itself. I will choose when to break my device with new firmware.
2) Streams to xbox 360
3) Can be setup as network share within windows without having to install client software
4) Stream to mobile without months of transcoding.
5) Is reliable.
June 7, 2011 3:12 AM
There should be restrictions to access pogopluug remotely through internet.
I am using browser in a same office with different computers to test the result. Then some computers in the same office can display the web page of https://my.pogoplug.com/ as the others cannot. All computers use same browser, i.e I.E..
I wonder there is some setting should be avoided to display the web page ofhttps://my.pogoplug.com/ if using I.E.
Would you please state it clearly?
Regards
Jacob
June 7, 2011 9:30 PM
Sigh! Another "me too" for the negative experience.
As much as I would like to make my pogoplug work, i am sick and tired of it. I connected a 2TB USB 3.0 Lacie drive to it (pretty standard drive that I bought at a national big box chain) and the Pogoplug "Pro" recognizes it as a 10MB drive.
TEN MEGABYTES? How many YEARS has it been since we stopped using drives that size?
Absolutely nothing on the Help Center on how the drive should be formatted (mine is NTFS)
I have reached out to support - I hope I don't have to go through the song and dance that some of you did. It irks me when I see the smug "upgrade to premiere" tagline in the desktop app. WHY WOULD I DO THAT when the darn thing does not work??
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June 7, 2011 9:36 PM
VDood,
Is that report with the Pogoplug software or the website? If the software check the website and see what it shows.
June 7, 2011 10:11 PM
Does the Pogoplug Pro support USB 3.0 drives? Is there a test of the drive I can run by connecting it to my PC directly that will determine some level of compatibility with the Pogoplug Pro?
Lead Moderator
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June 7, 2011 10:16 PM
VDodd said: Brandon C, That is through the 'My Pogoplug' website.
I haven't seen that on any of my drives. Is it possible that the drive has more than one partition and one of them is 10MB?
Just guessing here, hopefully the support guys can help figure it out.
June 7, 2011 10:24 PM
reformatting the drive to see if that might resolve the issue. during this search i found out an interesting tidbit that Seagate actually makes the drives that go into the Lacie enclosures. I bet a lot of you knew that already but it was news to me.
Holding my breath to see if the reformatting works out.
June 7, 2011 10:43 PM
so i reformatted the drive. My PC reads it just fine. reconnected to Pplug and it now does not even recognize the 10MB. refreshed the website several times but no sign of drive attached. what a shame!
June 8, 2011 12:14 PM
@Jacob008,
While I suspect your issues are best handled by Support, let me try to help you out.
Am I to understand the different computers in your office are identical with the same OS and browser?
Pogoplug supports XP/Vista/7 running IE7 or later.
Are you using the same email and password to access the same Pogoplug? Are these owner or Pogoplug sharee accounts?
KR
Christopher
June 11, 2011 2:09 PM
Although not here, I got a response from Pogoplug to a support ticket I opened. Their claim was that the reason it's not working is because Pogoplug does not support USB 3.0 (no response to my question about whether backward compatible drives ought to work or not).
Tough luck. maybe this product is just not for me. I hope it's working well for those that the claim it is. I am going to return this piece of worthless (to me) junk.
June 13, 2011 3:04 PM
@VDodd
I apologize that you we never got to the bottom of your issues. Allow me to say that while we haven't tested every drive on the market, the USB 3.0 standard is backward compatible and is designed to fall back to USB 2.0.
I will write you offline so I can take another look at this. I'm not trying to conceal our conversation, I don't want you to share your email or device ID publicly.
Best,
Christopher
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