moving from one computer to a new one.

[merlik585]

Just want to make sure is this as easy as being connected to internet,uninstall from the old and reinstall to the new or is there something else I should know ?

Thanks

Renee

[dalomar_cg]

Re: moving from one computer to a new one.

Typically Yes, being connected to the internet during the uninstall should allow for the license to be released and be available for the next install. If for some reason that doesn't take, then send an email with your serial number to support@asgvis.com and they will take care of it for you.

[Micha_cg]

Re: moving from one computer to a new one.

Damien, from Photoshop I know the menu entry "deactivate". Could be nice to get this simple feature at VfR too.

[merlik585]

Re: moving from one computer to a new one.

Ok Thanks Damien I will try that,and as Micha said desactivate would be nice too.

Renee

[merlik585]

Re: moving from one computer to a new one.

no luck,i did try it,and I can't authorize,still says the license is in use.

As for a support ticket...I have been waiting since last friday still no answer. >


Renee

[dalomar_cg]

Re: moving from one computer to a new one.

send me an email with the appropriate info and I'll get it moving along...sorry for the inconvenience

[tle]

Re: moving from one computer to a new one.

I had the same issue and no respond from support for 2 weeks now.

I then selected the demo option just so I could get back to working and it told me that it had registered correctly...but I'll have to wait and see what happens the next 14 days. Maybe it'll run out and I have to reinstall once again... :-\

[merlik585]

Re: moving from one computer to a new one.

Once you manage to get hold of support,they are very nice and work fast to solve the problem.

The problem is that it is taking way to long before getting a first answer.When you have paid for something,it is not very interesting having to wait that long.It leaves a bad taste.

Too bad because Vray for Rhino is getting better and better.Is it me or is this new release faster than the official Vrayfor Rhino4

Keep up the good work,but please solve that annoying support delay.

Renee

[dkendig]

Re: moving from one computer to a new one.

We apologize for the delay that sometimes occurs when you try to contact our support team. We have started using the new bug tracking system which helps streamline the support process. We try to get to all support tickets that are entered in to our ticket system within 3 business days. If you contact us via email, it may take longer. If you contact us via forums, it will usually take much much longer. We appreciate everyone's patience in the matter.

We receive somewhere between 100-200 emails a day that range from general product information questions, to questions about complicated render settings. We have 2 people that are mainly dedicated to answering customer email and answering the phone. We answer questions in the order they are received, and some questions take longer than others to answer. Don't get me wrong, we'd much rather be busy helping you guys out, than sitting around twiddling our thumbs, so please don't hesitate to contact us. We're trying our best to keep up with the growth of our product, we've tripled the size of our company since the beginning of last year, and hope to expand even more in the near future so that we can accommodate all of the wonderful requests that we have received from our customers. We really appreciate everyone's support, and look forward to continuing to grow and improve as time goes on.

Cheers ;D

Devin Kendig
Developer
ASGvis LLC.

[merlik585]

Re: moving from one computer to a new one.

Appreciate your effort,but 3 days is long,when you need help to do your job.
Vray is a tool,not a toy to most of us.
And a really good tool,so not being able to use it,puts me in a mess.

Looking forward to the next step ! Good luck

Renee

[dkendig]

Re: moving from one computer to a new one.

Well I guess we could start charging for support like the big boys do . If we did, we could probably afford to have a larger support staff and shorten our support turn around time. Anybody else have any opinions about us charging for support?

[joe_b]

Re: moving from one computer to a new one.

I agree that 3 days is too much for certain types of support ( activation issues or questions about pricing, minor things ). But when people send us scenes to work with it takes time. I spent the majority of my morning today going through 3 large scenes from different users trying to help with suggested settings, workflow tips, and in one case I was fixing a DR issue for Sketchup. That type of support does take time unfortunately - and it is first-come first-serve.

Typically, when people have major problems with our support it happens when people try to contact us outside the correct channels. Some of our older users are used to emailing myself or Corey directly. That is not suggested because it is easy for things to disappear in our inboxes. Others try calling our old phone numbers, sending emails to old support accounts, posting on the forum, etc. Generally you should not have to wait more than a few hours to a day ( depending on your time zone...we are on the east coast of the US) for minor things if you use the support system we put in place on the web-site.

Of course you can always call us if you feel you are being ignored.

[merlik585]

Re: moving from one computer to a new one.

For activation,or minor things I don't think charging is the way to go.But for what Joe did this morning,suggesting settings,workflow etc.that is not regular support it is more like a course,and for that yes there should be a charge.

Anyway as I said you guys do a fabulous job,and I would not want to be anywhere else.

Renee

[Micha_cg]

Re: moving from one computer to a new one.

... and deactivate button like from the big boys would cost less time or money.

I spent the majority of my morning today going through 3 large scenes from different users trying to help with suggested settings, workflow tips, and ...

Sounds not good for the main programmer. Is private render training part of the free support? I thought, the forum can be used for it or professional user can be hired.

[dkendig]

Re: moving from one computer to a new one.

RVallieres - We're glad you're here, we wouldn't want you anywhere else either . Thanks for the support!

Micha - When someone sends us what they think is a bug, we have to verify whether or not it is in fact a bug, and sometimes that can take quite a bit of time. If we find out that it's not a bug, we have to educate the user, and tell them the right way to do things, so that they get something more like the results they originally expected. If a customer is obviously just starting out, and is just asking a blatantly beginner question, we usually direct the user to our forums for help. So no, we're not offering free training as a part of our support, we're just trying to help everybody find the appropriate resources, that's all.