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Pete
Pete, Electronic Engineer
Category: Consumer Electronics
Satisfied Customers: 15775
Experience:  Over 16 years of experience installing and repairing electronics.
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Dear all I spend part of my time in US and Europe. In 2013 I

Customer Question

Dear all
I spend part of my time in US and Europe.
In 2013 I got two handsets and two collars
and I use them with great satisfaction in both side
of the globe.
Now I got a new one system(handset and collar)
and both of them are not working in Europ.
More specifically the handset said that "disabled"
and the collar,even if showing direction and distance
correctly,continue to said "warning! Communication
lost with the dog.
There is any way you suggest to fix it?
Of course I am more than happy to paid for the help.
Thanks in advance for your help
Marcello Conviti
Submitted: 26 days ago.
Category: Consumer Electronics
Expert:  Pete replied 26 days ago.

Hi, I'm Pete. Welcome to JustAnswer! I'm reviewing your question now, and will post back with your reply ASAP.

Expert:  Pete replied 26 days ago.

Marcello, can you please confirm the make and model number of the handset and the collar?

Customer: replied 26 days ago.
The handset is Garmin Alpha tri tronic Alpha 100
The collar is Garmin Tri troninic
Expert:  Pete replied 26 days ago.

Have you tried updating the firmware on both devices?

Expert:  Pete replied 26 days ago.

Which country did you buy the devices in?

If updating the software does not help, then "Disabled" is indicating that you are trying to use the device in a country for which the radio frequencies are not authorized.

Expert:  Pete replied 26 days ago.

It was possible to use some older collars in countries where they were not permitted for use, however the newer collars will work but only on authorised EU frequencies in EU.

Customer: replied 26 days ago.
Pete,
What I got so far as answer is not at all good to me.if you do not have a solution I could not rate
your support here and consequently I do not feel appropriate to pay.
Best Marcello
Expert:  Pete replied 26 days ago.

Marcello,

I'm sorry if I was the bearer of bad news on this occasion, but my answer is correct -

the newer collars will work but only on authorised EU frequencies in EU.

It is illegal to use other frequencies.

Best,

Pete.

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