Arturia Support on re-Authorizations STINK

[spikey]

FYI and RANTING.

I have emailed and tried now for over a week to get the Arturia support group to reset my Authorizations and issue me new codes for 2 of my 4 synths, because i have (over a few years) maxed the limits of 2 of the 4. Im sorry- it happens. They keep refering me (canned answers) to a troubleshooter tab that will NOT work if you are over the limit on authorizations (4), and so far have refused to reset mine to 0 after me showing and confirming the purchases on 4 of their synths.


Issues happened as they do, and I have no excuse for maxing out my limits of authorizations. It happens. I know that this is a pain for them. I know that they dont like this to happen, and I do NOT know why my dongle showed NO synths on it after upgrading the OS to 64 bit. I did everything. Maybe it was because i went from 32 to 64 bit Windows 7? I dunno. Yes i have updated the eLicenser software, and 2 of my synths authorized just fine, because i still had codes limits left on the limitations set on Arturia's website. Anyway I am FED UP with their so called support and am spreading the news as I see it. Im sorry that it happened, But- I should be able to re-authorize. And I will NEVER, EVER buy another Arturia product again, because of their terrible support on this. FYi and ymmv.

[osiris]

Good thing I waited. Still haven't done Arturia or Nexus and the way the bloody FL acts with some things don't know if I want to.

[Teksonik]

So they have a Dongle and a limitation on the number of authorizations? Wow.

[ObsoleteAcc99]

[DELETED]

[osiris]

When I did mine. I could have sworn the first time it was on the dongle, and both Arturia and Nexus said something about making a copy(BU?) in the system, or am I wrong? There seems to be a license file in the Nexus folder, but not sure about Arturia.

[Cuauhtli]

In my experience the way to get support with Arturia is to PM one of the moderators on their forums (after having tried support).

I don't trust dongles. One time I removed it from my computer because I was going to be gone for a while. When I put it back it was blank (no licenses listed). Luckily a System Restore made them reappear for some reason.

[angelremington]

I never had any problems with them 2 or 3 times I needed support, at least one time was because of re-authorisation / activation etc, they got back to me promptly, once it took a bit longer but i think it was the weekend.

[Lotuzia]

no he must be using the virtual dongle.. if it was on a hard dongle, he could have never used up the authorisations.

If they reset, his best move is to spend the money and get a dongle and put the auths safely on there.

......

Yes.

I installed the Sem V on more than 5 machines, as it is on my dongle. No problems sofar. Of course this depends if you have at least one free USB port for it.

To the OP : Look for Arturia's related threads here in KVR, and iirc there's one of their representatives who is on KVR. It might be a good idea to contact him by PM to speed up a bit things.

[standalone]

I don't trust dongles. One time I removed it from my computer because I was going to be gone for a while. When I put it back it was blank (no licenses listed). Luckily a System Restore made them reappear for some reason.

Then the dongle was ok, it was a problem with the installed software.

Another reason to prefer the dongle: your installation was wrecked but the dongle still kept the licenses. Believing that a system restore is going to repair a dongle or its contents is absurd, the dongle was working right all the time.

[jdoo]

Not going to argue that Arturia support isn't whack - but thought I would point out, that I read on their forums, a recently changed support person, and email addresses. Anyway - here is a link: http://www.arturia.com/evolution/smf/in ... pic=6871.0 and here is the email address for eLicencer issues from that link: registration-inquiry@arturia.com

It reads as though like Arturia is addressing their support problems, but they still have a ways to go ...

[Numanoid]

I had very good experience with how easy it was to move Analog Lab from one PC I retired to my new setup.

I got the new authorization code instantly. The only problem was finding the automatic option to do it on the Arturia webpage, I thought I had to ask them manually.

[rasmusklump]

When I had issues with my Arturia products I was copmletely lost on my own. The Arturia support did ABSOLUTELY NOTHING.
After 2 WEEKS when my issue was solved by anyone who was also reading KVR, support mailed me and wanted my serial (that was already for them to see in my account) and a scan of my registry card as if I was a thief.
If I had not made it public here, nothing would have happened till now.

That is the way Arturia is doing 80% of support, just read their Forum.

[Gonga]

I purchased Minimoog 10 years ago and no dongle was mentioned nor required. When I installed 2.0 (which was free), I suddenly needed a dongle. I spent weeks trying to re-install, and their tech support just kept saying "buy a dongle." I found this unecessarily frustrating. It made me dislike dongles and Arturia. So much for PR!

[Funkybot's Evil Twin]

Make sure you continue to bump this thread until you either get some additional authorizations, at which point you should let us know, or until some mod locks this thread down. The idea that you're a paying customer and you're get stonewalled on authorizations is completely beyond the pale and highlights everything wrong with copy protection systems. There's probably 10,000 warez kiddies out their using Arturia products without issue or concern while you're a paying customer that's been left out in the cold. Unacceptable.

In case anyone here runs a C/R business has some questions as to what's expected of them by their customers: if I paid for my software, I expect unlimited installs as needed (yeah, I buy new systems or have crashes or hardware changes, so what) within reason. If I'm using 3 installs a month every month, feel free to raise questions, but if I use two a year, don't bother me. I also expect any additional authorizations to be granted no more than 2 business days from when I ask for them, though I'm really expecting it to be done in a single business day. Anything beyond that is just creating an unacceptable burden on your paying customers. BTW, you better be prepared at the time you launch a product to release Key Gens in case your company ever goes under, gets bought out, or the founder gets hit by a bus. There's no reason to leave the people who did support your business out in the cold should anything happen to you, or your business.

[bmrzycki]

if I paid for my software, I expect unlimited installs as needed(yeah, I buy new systems or have crashes or hardware changes, so what) within reason. If I'm using 3 installs a month every month, feel free to raise questions, but if I use two a year, don't bother me. I also expect any additional authorizations to be granted no more than 2 business days from when I ask for them, though I'm really expecting it to be done in a single business day. Anything beyond that is just creating an unacceptable burden on your paying customers.

+100. This is the reason I sold Ableton Live 7. I installed 7, a week later was invited to beta test 8. I downloaded and installed 8, authorized 8. Then my hard drive broke a few days after that. I re-installed Windows, Live 7 (decided not to continue testing Live 8 beta). When I tried to authorize the new Live 7 it said I had too many and my system changed and told me to contact support. Just my luck to do everything on a Friday night too. I didn't get my codes reset until the following Tuesday because I had to grovel and explain why I wanted to use software I purchased. The worst part was the support rep implied he thought I was trying to use Live on 2 separate computers and violate the license terms. It was at that moment I realized I didn't own Live -- I was renting it and at the mercy of their rules. I switched to Reaper and haven't looked back.

For what it's worth some C/R companies do it right -- FXpansion and Spectrasonics have been great to me and my numerous re-auths. However, when given the choice I almost exclusively purchase serial-auth or watermarked downloads now.

Sometimes it's really frustrating being an honest customer and trying to support programs you love.