cannot activate

[valynkenlyl]

I have turned to this forum as a last resort.  I recently(well not so recently anymore)had to rebuild the CPU that was running my floating license and when I install the software on the new machine it says the serial has already been used, so I am unable to validate/use my version of Vray for Sketchup.

I have submitted 4 support tickets through the website's "I need help" button, as well as leaving several phone messages for someone named marcus.  All of these have gone unanswered.

can ANYONE tell me how to get my serial # unlocked so I can install the software?  This has been going on for almost two months now


EDIT:  Well I just saw a post in the announcement section that says web support is down (posted in January)  but phone message when you call still says to use it, so I sent another email to support@asgvis.com and authorizations@asgvis.com.  maybe these will be noticed?

[dalomar_cg]

Re: cannot activate

What are the numbers of the tickets you've submitted? I see two tickets that were received at 6:50 pm local time (ie after business hours) and two that were responded to in August. Marcus is always right on top of the tickets and calls, so if you've done this all after 5pm EST then that would explain the "lack" of response since this is after our business hours. I will make sure that Marcus takes a look at your tickets in the morning and he will grant you another activation.

[valynkenlyl]

Re: cannot activate

Dalomar thanks for the rapid response. There must still be something amiss w/ the web support, which I didn't realize until today when I resorted to the forums as none of my previous emails generated support ticket numbers that I received, so they must not have been processed.

Today after following the directions on the asgvis post regarding the broken support link, and emailing directly I received a support ticket case # which is: 6087

The call to Marcus today was after your business hours, but there were two several weeks ago that I made mid day that did not get returned.

Thanks again for your attention, I should have come here weeks ago instead of relying on the support link

[thomthom]

Re: cannot activate

EDIT: Well I just saw a post in the announcement section that says web support is down (posted in January) but phone message when you call still says to use it, so I sent another email to support@asgvis.com and authorizations@asgvis.com. maybe these will be noticed?

Ah! Well that explains things. I had a case as well where there was no reply from from while ago.

[valynkenlyl]

Re: cannot activate

I got a call from Marcus today, which was @ 6:15am so I missed it But also got the email w/ the new activation.

I appreciate the quick response once I found the right communication channel.

One suggestion, you may want to update your phone message and not have it directing your customers to a broken support link on your website, or better yet disable the email support function and just put up something telling us to email directly until you get the new website sorted.

Thanks again for the super fast response to the requests you actually received.

[dalomar_cg]

Re: cannot activate

Thanks again for the super fast response to the requests you actually received.

Yea if we never get them, its much harder for us to respond to them Glad you got everything taken care of.