AnsweredSupport Email not Replying, Phone Support Fully Booked. What Do I Do? GRR

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thx1200
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2016/05/27 16:49:25 (permalink)

Support Email not Replying, Phone Support Fully Booked. What Do I Do? GRR

I submitted a support request about a week and a half ago because I'm having trouble activating a new product.  I received a reply.  I answered the questions the agent asked.  No reply back.  I replied again.  Nothing.  Tried again!  NOTHING.  I tried to "book a call" with a support agent but it just says to email because all the agents are booked full (what the hell???).  This is ridiculous customer service.  Just give me a phone number so I can talk to a human.  You are pissing off a long time customer.
post edited by thx1200 - 2016/05/27 17:25:04
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    chuckebaby
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    Re: Support Email not Replying, Phone Support Fully Booked. What Do I Do? GRR 2016/05/27 17:17:41 (permalink)
    I just saw in another thread that they are backed up, or are having issues with phone support right now.
    we are more then happy to help you here though if you'd like.
    just fill in your sig / give us an idea about what your using for PC, audio interface, Sonar Version exc.

    Windows 8.1 X64 Sonar Platinum x64
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    #2
    thx1200
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    Re: Support Email not Replying, Phone Support Fully Booked. What Do I Do? GRR 2016/05/27 17:25:38 (permalink)
    I'm not sure the community can help.  I'm trying to activate Dimension Pro as part of Platinum.  I keep getting a message basically saying the serial number / activation code is invalid.
    #3
    microapp
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    Re: Support Email not Replying, Phone Support Fully Booked. What Do I Do? GRR 2016/05/27 17:30:34 (permalink)
    Been a long time but IIRC, I ran DP as a standalone program and as administrator to get it authorized.
    post edited by microapp - 2016/05/29 20:10:00

    Sonar Platinum, Cubase Pro 8.5, Reaper 5, Studio One 2
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    thx1200
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    Re: Support Email not Replying, Phone Support Fully Booked. What Do I Do? GRR 2016/05/27 17:35:18 (permalink)
    Yea, I tried that.  The only thing I haven't tried at this point was uninstalling everything and reinstalling.  I was hoping a support person could offer me a more surgical approach.  Hence my frustration!  LOL.
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    microapp
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    Re: Support Email not Replying, Phone Support Fully Booked. What Do I Do? GRR 2016/05/27 17:49:27 (permalink)
    This is grabbing at straws but do you have more than one DP in your account ? I have 2 or 3 and I sort of remember that I had to match the S/N with the one I was trying to install PLUS do the standalone/admin thing. I could be thinking of DP 1.0 vs DP1.5 but it is easy enough to try.
    post edited by microapp - 2016/05/29 20:20:39

    Sonar Platinum, Cubase Pro 8.5, Reaper 5, Studio One 2
    Melodyne Studio 4, Finale 2012
    I7-5820K 4.5GHz, 32 GB DDR4-2800,3 monitors,Win 10 Pro
    Toshiba P75-A7100,l7-4900 2.4 Ghz/8MB Win 8.1 Pro
    Tascam FW-1884, Emu 0404USB, CMC-AI,Axiom 61
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    Ibanez Jem7VWH, RG-1570
    Jackson DK2-S(Sustainiac),Les Paul Custom
    Digitech Valve-FX, GFX-1,TSR-24,RP-90
    #6
    robert_e_bone
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    Re: Support Email not Replying, Phone Support Fully Booked. What Do I Do? GRR 2016/05/27 18:02:20 (permalink)
    Please also keep in mind that having a Windows user account that is an Administrator account is NOT the same as using Run As Administrator.  It has to do with execution privileges granted to an application when it runs.
     
    So, to EXPLICITLY run a program like Dim Pro with Run As Administrator, right-click on its launch icon and then click Run As Administrator.  
     
    If you have not tried the above, please give that a shot, with Dim Pro in stand alone mode.  THEN try to enter your registration code and see if that then allows authorization.
     
    Bob Bone
     

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    thx1200
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    Re: Support Email not Replying, Phone Support Fully Booked. What Do I Do? GRR 2016/05/27 20:20:51 (permalink) ☼ Best Answerby robert_e_bone 2016/05/28 15:09:35
    Thanks, robert_e_bone.  That's definitely a good suggestion, but doesn't apply in this case.  I'm aware how UAC works.  I'm in IT and actually have a domain set up at my house. lol. :-)
     
    OK, so reinstalling everything worked.  In fact, it didn't even ask me to register this time (installing all from Command Center).  I can't explain it.  Maybe I fat fingered a serial number along the way or maybe microapp was right and I copied an older serial from the Project 5 days in my haze of mass product upgrade/installation.
     
    So I'm good now.  Still upset that Cake isn't replying to week+ old tickets, but at least the forums are active!  :-)
    #8
    Keith Albright [Cakewalk]
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    Re: Support Email not Replying, Phone Support Fully Booked. What Do I Do? GRR 2016/05/28 01:59:51 (permalink)
    thx1200
    Thanks, robert_e_bone.  That's definitely a good suggestion, but doesn't apply in this case.  I'm aware how UAC works.  I'm in IT and actually have a domain set up at my house. lol. :-)
     
    OK, so reinstalling everything worked.  In fact, it didn't even ask me to register this time (installing all from Command Center).  I can't explain it.  Maybe I fat fingered a serial number along the way or maybe microapp was right and I copied an older serial from the Project 5 days in my haze of mass product upgrade/installation.
     
    So I'm good now.  Still upset that Cake isn't replying to week+ old tickets, but at least the forums are active!  :-)




    Glad you got it working. Sorry for the delays.  We hope to improve the responsiveness soon.  We understand how frustrating that can be and thank everyone for their continued patience.  

    Keith
    #9
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