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Chat Information You are now chatting with 'Ruth'
Ruth: Hi, thank you for contacting Samsung Technical Support. How may I help you today?
Visitor: I'm trying to update my Vibrant to Froyo
Visitor: the app, Kies Mini, keeps crashing
Visitor: Are you still there?
Ruth: I understand that you are unable to update your Vibrant phone and the mini Kies software is not working. Am I correct?
Visitor: LOL
Visitor: Yes...
Ruth: I apologize for any inconvenience this may have caused you.
Ruth: Did you receive any error messages when updating the device using mini Kies?
Visitor: It never got that far
Visitor: as soon as I plug my phone in, the app crashes
Ruth: I am sorry for the inconvenience.
Ruth: Let us troubleshoot the issue.
Ruth: Could you let me know the Operating System you are using? (Windows 2000/XP/Vista/7)?
Visitor: 7
Ruth: Is the Windows 7 is a 32 bit or 64 bit operating system?
Visitor: 64
Visitor: i3 Pentium (quad core)
Visitor: Toshiba
Ruth: Thank you.
Visitor: np
Ruth: As the mini Kies software is not working on the computer seems that the issue might be with the compatibility of the software on Windows 64 operating system computer.
Visitor: Are you guessing?
Visitor: I predict a plummeting stock, with Samsung
Visitor: in the immediate future
Ruth: As we have received few issues when connecting the device to the computer using mini Kies software on Windows 7 64 bit computer. we guess that the issue might be with the compatibility of the software with 64 bit operating system.
Visitor: Wow
Visitor: They REALLY should have tested it on a 64 bit operating system
Visitor: They need to fire some of their developers, in order to save their company some "face"
Visitor: (I'm a software developer)
Ruth: I understand your concern.
Ruth: However, let us troubleshoot the issue and then try to connect the device using mini Kies software.
Ruth: Just to confirm, did you download and install the latest version of mini Kies software on your computer?
Visitor: yes
Visitor: this morning
Visitor: from
www.tinyurl.com/kiesmini
Ruth: Let us check the version of the software.
Ruth: Tap on Menu >> About.
Visitor: v1.0.0.110011_4
Ruth: Thank you.
Ruth: This confirms that the mini Kies is a latest version.
Ruth: Now let us check the phone version.
Ruth: Tap on Home key >> Menu >> Settings >> About phone.
Visitor: got it
Ruth: Please let me know the Baseband version.
Visitor: T959UVJI6
Ruth: Thank you.
Visitor: np
Ruth: As the Baseband version displaying T959UVJI6 confirms phone is up to date.
Ruth: Now let us check whether the USB debugging mode is checked or unchecked.
Visitor: could my drivers need updating?
Visitor: USB degugging is UNCHECKED
Ruth: Okay, the USB debugging mode should be unchecked.
Visitor: when I connect my phone, I am ASKED what mode I would the phone to be in
Ruth: If you have already installed the USB driver software, you do not need to update the drivers.
Visitor: okay
Ruth: We need select the option 'Ask on connection' under USB settings on the phone.
Visitor: that IS already checked, and working
Ruth: When we connect the phone to the computer, we need to select the option Kies on the device.
Visitor: I do
Visitor: and, I select that option
Visitor:
Ruth: I appreciate your efforts.
Visitor: np
Ruth: Did you connect the phone to the computer?
Visitor: absolutely
Visitor: and immediately upon the phone being detected... the app crashes
Ruth: I am sorry to know that.
Visitor: That's why I'm thinking the driver might be bad
Ruth: I am sorry to inform you that we do not have USB drivers software for the device on Windows 7 computer.
Visitor: LOL
Visitor: WOW
Visitor: Samsung has NO official drivers for Windows 7?
Ruth: Please remove and reconnect the phone to the different USB port on the computer.
Visitor: Hold on
Ruth: Sure, I will standby.
Visitor: If Samsung does NOT have drivers for its own products, for Windows 7 (a popular operating system)
Visitor: ...
Visitor: Then where did I get mine?
Ruth: In this situation, I recommend you contact our level 3 voice support team once.
Ruth: Once you contact our voice support team, they will troubleshoot the issue and assist you further.
Visitor: Okay...
Visitor: Can you give me the number?
Ruth: You can contact our dedicated Galaxy S devices voice support team at 1-877-EZ2GALAXY (1-877-392-4252).
Visitor: Alright... Thank you.
Visitor: (I'll be posting the results of this conversation on an Android forum, when we're done)
LOL... Wow