Where is my download??

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deanhoward
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2017/09/12 02:11:06 (permalink)

Where is my download??

Just purchased a legacy upgrade  from X3 to Sonar Pro. Never received links for download. My account shows products going back 20 years. what gives????
 
 
Short of cancelling any ideas/
 
My X3 stopped exporting after recent windows update.
#1

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    Larry Jones
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    Re: Where is my download?? 2017/09/12 02:20:48 (permalink)
    Try the Cakewalk Command Center, available here.

    Sonar Platinum 2017.10 • Win10 • i7/2600 • 16GB RAM • Focusrite Scarlett 6i6 • NVIDIA GeForce 8400GS
    #2
    deanhoward
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    Re: Where is my download?? 2017/09/12 03:11:29 (permalink)
    Commznd center is installed but new purchase is not present. Also missing old products that are listed in my account?
     
    Thanks,
    #3
    Anderton
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    Re: Where is my download?? 2017/09/12 03:34:03 (permalink)
    This sounds like a case for customer support. They're usually quite speedy in dealing with issues involving the store because that's a much more known quantity than the average person's computer installation.
     
    Also make sure the upgrade isn't listed in your account.
     
     

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    #4
    deanhoward
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    Re: Where is my download?? 2017/09/12 03:40:57 (permalink)
    Thanks,
    The new purchase is not listed in my products.
    My first step was to submit to customer service. Nonethelss they have my $$$ and I have nothing but wasted time. If I don't receive the product soon I will have to contact my credit card and report this.
    It seems that they could easily send out downliad links upon purchse. Registration and activation later.
    #5
    scook
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    Re: Where is my download?? 2017/09/12 09:53:28 (permalink)
    There still may be a manual step involved in upgrades. Regardless, while I have heard of fulfillment being delayed a bit, I have never heard of an order going completely unfilled. If you sent email to Order Support they should get back to you when they get in the office today.
    #6
    deanhoward
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    Re: Where is my download?? 2017/09/12 14:39:38 (permalink)
    Just got a response from customer service. I used a different email address for this purchase...have been trying to phase out this address for years. No where in the instructions does it mention having to use the same email address. My new gmail address is better for tracking credit card payments etc. I l was properly logged into my Cakewalk account at time of purchase. Having owned these products for 20 plus years I am disappointed that a simple phone call can't clear this up. What a mess!
    #7
    deanhoward
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    Re: Where is my download?? 2017/09/13 03:49:12 (permalink)
    Sent a copy of paid receipt to support. Appatently I have multiple accounts with diferent email addresses. Sounded like an easy fix to merge but I still cannot dowload the upgrade. Seems like a simple phone call would save Cakewalk both time and money. 
    #8
    deanhoward
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    Re: Where is my download?? 2017/09/14 01:19:20 (permalink)
    Customer support merged the multiple accojnts into and I finally was able to download. Everything now works. This upgrade was needed because recent Win10 caused the export file to create blank files. Now that I have all of my procts listed in one account can I install any old products? Not certain that I need to but curious.
    #9
    scook
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    Re: Where is my download?? 2017/09/14 01:26:00 (permalink)
    Depends on the product. Some were never made available as downloads. Many of the downloadable products made before SONAR Artist/Professional/Platinum do not have Command Center compatible installers. Those installers should be available in your account or on demand from support.
    #10
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