I downloaded my existing program for my Great Room onto the new Pronto and it works great! The other Pronto I am going to put a new program on for my bedroom. What I mean is that I am going to do it myself instead of relying on my Media/Electronics guy. I now have 3 Prontos including the new one I purchased a month ago when my 2 originally crapped out.. It will be interesting to see how long these new ones will last.
Anyway, Philips is standing behind their products and I think thats all anyone really cares about.

Many of you mention removing the battery, doing a reset, D/Ling f/w, etc. And I have done all of those as well and it worked for me on a few occasions. But lately I've left the d**n thing alone. At random times I pick it up only to realize it started working again. But then it works for a day or two and the screen stops responding.

I had my hopes high when I read the success stories with cleaning the contacts. But I can't start explaining in my case how dirty contacts could cause problems for days and all of a sudden start working OK.

And why is it that a screen tap always lights up the screen, as mentioned by many posters?

Oh mystery...

Well, you can add me to the ever growing list of people whose TSU3000 touchscreen has stopped working. As of last week I'm stuck at calibration. I've tried e-mailing all the honchos mentioned in this thread and none of them have gotten back to me. I guess they don't want any more doorstops for "research". Prontoteam, are you still monitoring this thread????

You can also add me to the ever growing list. Mine stopped working lastnight. The screen just stopped responding all of a sudden and now the only thing that works are the hard buttons.

YIKES!!!
You are all scaring me. My Pronto died 3 days ago. We hired someone to program it 2 years ago and he's not returning our calls. My husband got stuck in the phone tree at Phillips. And this link is not giving me much hope. To make matters worse I can't find the Tivo's remote so we're having to press the buttons on the machine. To add to my woes the sound isn't working on my dvd. This on top of my well going dry last week. I'm in need of serious help. Getting hooked up to the town water cost $2200+ with atleast $500 more for a booster pump to get water onto the 2nd floor so I can't see having $160+ to get a new remote any time soon.
Does anyone have any ideas?
Thanks,
Bonnie

Well, I've got a new development. I only wish it was positive. Since it's been two weeks, and I've received no response from either Mr. Gybels, Mr. Zeven or Prontoteam, for that matter, I decided to play around with my TSU3000 paperweight. I thought that perhaps it might not be a bad idea to try to revert to an earlier firmware version again. WRONG!!!!!! Everything was going fine until about 1/3 of the way through the process when the updater had an error. Now the stupid thing is completely dead. No calibration screen, no backlight, no hard buttons, nothing!!! I never thought that I would wish to be stuck on the calibration screen. It never occurred to me that this expensive piece of hardware could become even more useless than it was when it was stuck on calibration.

I'm realistic about mechanical, or electronic devices. Everything made by man, or nature moves toward decay. Nothing lasts forever, and there's always a chance that something will go wrong. Don't get me wrong, I'm very disappointed in this product. But, by far the biggest disappointment is with the after sale service by Philips. It seems that once they've got their money the customer doesn't matter anymore. I'm just glad that I was given the opportunity to pad their bank account a little more. Rest assured, this WILL NOT be the case in the future. I know that Philips is a large multi-national corporation and is divided into many divisions, and that by avoiding all Philips products, the effect on the home electronics division will be limited. I'm only one person, but I'm a fairly young guy, and expect that over the next 40 or so years that I'm going to live I'm going to have the opportunity to purchase a great many Philips products, an opportunity that I'm going to be sure to avoid. In addition, I'm going to make a point of telling everyone with whom I associate all about my experience with this product, and the resulting "service". I expect that my actions will cost them substantially more than the amount that this peice of junk cost me. Remember this, a happy customer tells 5 people, while an unhappy customer will tell 500, and considering the audience on this wonderful site, I can probably make that number rise into the thousands before I become tired of this vendetta.

Since it's become apparent to me over the last couple of weeks that Philips no longer wants these remotes back for "research", or at least is no longer willing to replace them, maybe Philips would be willing to pay the shipping to get this thing back to them without replacing it. Maybe someone at Philips would have the common courtesy to reply to one of my contact attempts, maybe not. Only time will tell. In the meantime, I wait and ponder my impending purchase of a Harmony, or anything other than a Philips product. =(

Dear ProntoTeam,

I am sure you have a lot of very bright people working in your group. Sometimes, however, a little outside point of view makes a difference.

I suggest you post SOMETHING regarding a future plan for all the people that are about to let loose on the Philips Pronto TSU3000.

The open forum can be a real benefit, but it can also hurt--perhaps even sink a product. Many installers and specifiers participate in this forum. By remaining silent (perhaps "analysis paralysis"), you might stand to cause more damage to the Pronto's reputation.

You have quite a few people posting the same problem. I suggest you give the masses some direction so everyone can relax and wait while you methodically diagnose the root cause.

I, too, have emailed and not received a response from Philips. An acknowledgement would be prudent.

Sincerely,

Nick DeMarco

Well, I submitted a trouble ticket last week, and they asked me to call in with more information. I did that (and was issued a new ticket number), but was told that since my unit is outside of the 1-year warranty, I'm basically SOL. "The Pronto team peruses the trouble tickets from time to time, and they may contact you" is the best I can hope for, or so I was told.

So much for me buying anything Philips (except maybe lightbulbs at Home Depot) in the future...

I too I'm now having this problem, upgraded to latest firmware and software and then started working on updating my PCF for a new cable box. Started getting graphic and icons missing problem on system page. So I decided to go back to previous firmware and software, the firmware update failed, lmessage said it ost connection with the remote. Now my TSU3000 is completely dead... My unit is about a year and a half old. Not sure what I'm going to do now... Doesn't look like anyone has a real solutions and doesn't sound like Phillips is going to do anything but add to my frustration.

TSU3000
Serial # 82333488

I just had to post this promising reply I got from Philips today in an otherwise depressing thread:

"We are investigating the unresponsive screens. Analyses are not finished yet , but I can already tell you that there are several reasons causing this defect, therefore do not use the repair procedure described at remotecentral

We also are working on a acceptable solution for the out of warranty repair for this defect.

Before the end of this week I expect a post on remotecentral how we will handle the out of warranty cases.

Anyway you will get a mail with what you schould do with your device.

Kind regards."

I think we can all be patient for another week (or so). I am.

Yeah, better count me in on this problem too. S/N#, oh, I can't get the serial number because I'm stuck in this calibrate mode! I hope you are listening Philips. Never again....

Serial numbers are under the back cover.

Many thanks to RemoteCentral and posters to this topic. I literally had my credit card out and was about to order a TSU3000 when I came across this topic. Needless to say, I am not excited about buying a product that has such an obvious reliability issue. I believe you have potentially saved me a lot of frustration.

I still hold out hope that the Philips team will find a solution and properly treat everyone that has suffered from this problem. In the mean time, I have to start from scratch and pick a programmable remote that supports discrete codes without paying a small fortune. (Any recommendations?)

Again, thank you for your value to the whole community.

Hello to all!
Well you can add me to the list of failed Pronto TSU300 touch screens.
My problem began on the 31st of Aug 2005 and I immediately went to the Philips website looking for a solution. As you know that was a wasted effort. After reading all the posts in Remote Central and trying all the solutions, except the PeraV solution for ribbon cable connection to the screen, I decided to contact the ProntoTeam and copy Mr. Paul Zeven via email. The results were the same as many in this forum – there was no response. After much frustration with the phone support from Philips and no response from the Pronto team I sent the following email to complaints.com with a copy to Mr. Paul Zeven.
________________________________________
From: B. Michael Duke [mailto:[email protected]]
Sent: Friday, September 02, 2005 12:48 PM
To: '[email protected]'
Cc: '[email protected]'; '[email protected]'
Subject: Philips Pronto TSU3000

I am forwarding this email to your attention to make the general public aware the Philips has a major problem with their Pronto Remote, model TSU300.
As noted in the imbedded email the unit is now totally useless due to the touch screen freezing.
Today, 2 Sep 2005, I contacted Philips Tech support once again and spoke with a supervisor who would not admit Philips had a problem with this product but reiterated to Philips costly replacement policy. He was kind enough to give me a “general” address I could write to at Philips to document my problem. I have little confidence that I will get a response or a solution considering the address is to a large organization and not a focused customer support group. I have not had a response from the original email to [email protected]. Many owners of the same unit on the RemoteCentral.com forum are complaining about the same problem and lack of support from Philips.
Please read the imbedded email and draw your own conclusion. Unless Philips reacts to this product issue they will lose customers.

Regards,
B. Michael Duke

________________________________________
From: B. Michael Duke [mailto:[email protected]]
Sent: Wednesday, August 31, 2005 11:38 PM
To: '[email protected]'
Cc: '[email protected]'
Subject: Pronto TSU3000 Unresponsive Touch Screen

Dear Proto Team,
Enclosed you will find information related to the problem I am having with my Pronto TSU3000 remote.
It has come to my attention after researching this issue on the internet that there are many other owners of this unit who are having the same problem. Many stories of frustration can be found on RemoteCentral.com. I will list the links at the end of the email for your reference but I am sure you are aware of the site.

The following are the particulars of the hardware and the events:

Model: Pronto TSU3000/01
S/N: 82387552
Dated of Purchase: 08 Nov 2003
Dealer: Tweeter Home Entertainment Group, Newington, NH
Firmware Version @ the time of the problem – version 3.1.15
Firmware Version currently installed – version 3.6.7
Power: Rechargeable Batteries and Pronto Docking Station

History: This unit has not had any other issue prior to the current subject described below. The unit was in perfect working order the evening prior to the occurrence.

Date of problem: 31 Aug 2005
Description of problem: The touch screen is unresponsive. The hard buttons are operable. The back light is functional.
Resolution Steps & Results:
1-Rest the unit – unsuccessful
2-Removed rechargeable battery and replaced with 4 AAA batteries – unsuccessful
3-Upload configuration (for backup) to PC – successful (no error messages)
4-Downloaded & installed the latest firmware, version 3.6.7, from [Link: pronto.philips.com] – successful upgrade with no error messages.
5-After firmware upgrade the unit is now frozen on the calibration screen (unresponsive touch screen)
6-Contacted Tech telephone support (888-486-6272 Re: Ref # 16SH2) – unsuccessful – tech support confirmed I had tried everything on their list and suggested I replace the unit with a refurbished one for $146.86.

At this point I am without a remote control unit which cost in excess of $400. Your tech support has only requested that I spend more money to resolve the issue. This approach is not a solution to a widespread problem!
There has been some discussion of a resolution on Remote Central but it is my practice to get the latest information from the OEM.
Is there any solution to the problem of “Unresponsive Touch Screen”?
If there is not a solution what action is Philips taking to satisfy there loyal customer base.

Your assistance in the matter will be greatly appreciated!

Regards,
B. Michael Duke

Reference links:
[Link: remotecentral.com]
[Link: remotecentral.com]
==========================================
On Tuesday Sep 6, 2005 I received a phone call from Philips Electronics Presidential Liaison stating that they wanted to provide a no cost exchange. Needless to say I was impressed with this response but I declined the offer at that time since I had managed to get the remote functioning again through my persistence of upgrading the same firmware. At least the timing of the events led me to believe that was the solution. The Liaison stated the offer would remain open if I had further issues. Yesterday, 15 Sep 2005 the unit stopped working again. This lag corresponds to other forum members who have reported on again off again conditions. I have not been able to recover this time through the same methods so I resorted to calling the Liaison and requesting a replacement. They gladly cooperated and the unit will be shipped to Philips tomorrow.
One note of interest is the humidity levels at the time of the failures. Each time I had a failure my local humidity was very high due to rain storms. These conditions may have contributed to failures. Who knows! Let Philips figure it out!
I would suggest members who are having problems take the issue outside of the forum to Consumer Complaint Groups and always copy Mr. Zeven so he knows there is a problem.

I would like to thank all those who have supplied solutions and guidance within this forum. I hope some of the information I provided helps others.
I am honored to be a member!

Ok, add my name to the list of "dead screeners". I have experience with electronics, so I have been messing with my remote (angrily) for awhile now. First I wanted to figure out if my problem was hardware or software. I originally thought it wasn't the hardware, because it all started to happen when I programmed another pcf into it, not an upgraded firmware version. But then I (and this is going to sound retarded) put the remote in my refrigerator for an hour or so. When I took it out, it worked for awhile, pretty much until it reached room temperature. Then I was convinced it was a hardware problem. I have used cold spray alot in my years as a motorola tech, it works wonders to find a faulty component. So... just to make sure it was a hardware problem, I tossed the unresponsive remote in the fridge (beside the leftover chinese food) and half an hour later, pulled it out, and it worked again.

So Tonight, I have the remote ripped apart, trying to find the one component that is causing our greif using a can of cold spray, and I can't get it to work. So... check this thread, see the post about the guy who fixed his remote by poking the contact point on the touchscreen with a sharp object (and how philips doesn't recommend doing that), NOW MY REMOTE WORKS!!!

So. Ship me your out-of-warranty paperweight (er I mean tsu3000's). I'd be glad to experiment for a small, uhhh ... compensation. I'll do my own philips belgian group study.