Independence Pro 3.0 update experiences, anyone?

[Mikelo]

No update for me thank you! 2.54 all the way. Still angry that YT expect us to pay for the bug corrections, if there are any fixes.

For all those who are trying to contact Yellow Tools,
from my personal experience,
you should sign up with YT forums (if you haven't got an account already)
and PM either Christian or Roman.
This is the most direct and most effective way of getting a reply.
Hope this helps.
Michael.

[Kraznet]

No update for me thank you! 2.54 all the way. Still angry that YT expect us to pay for the bug corrections, if there are any fixes.

For all those who are trying to contact Yellow Tools,
from my personal experience,
you should sign up with YT forums (if you haven't got an account already)
and PM either Christian or Roman.
This is the most direct and most effective way of getting a reply.
Hope this helps.
Michael.

Yes Ideally but :

Sorry, the board is unavailable at the moment while we are testing some functionality.

We will be back soon...

That message has been there for about week .

Regards
Kraznet

[Mikelo]

Yeah, I noticed the forum was down the last couple of days. As soon as its back on, I'd suggest people who are experiencing problems to PM Christian.

[Slovenec]

After 4 days I FINALLY get some form of reply from Christian at Yellowtools! Here is a copy of the email as well as my responses. Let's complain and give Yellowtools a strong message that BAD CUSTOMER SERVICE IS NOT APPRECIATED BY LOYAL PAYING YELLOWTOOLS CUSTOMERS!!!! (PS- sorry for shouting but this company has really made me shout!!!!). Here is the response to Yellowtools from me-------------



Hi Christian. Thanks for your reply. I've got some queries below that I still need clarified.

the SOftware Suite 3.0 does NOT support the dongle anymore. Thanks, I understand that the dongle protection no longer applies!

This means that ONLY the E-License version of the sound library will work with the Suite 3.0. This is the big issue.... I NEVER received any product code/s for either the software or the sound library. Could you please send my my relevant product codes in order for me to correctly authorise my version 3.0 update.

Depending on the Independence Pro (sound library) you have, maybe it is not yet E-license compatible! I have Independence Pro 2.5.4 and it's sound library registered to the dongle. I also have Independence Pro 3.0 registered with the serial number that was sent to me when I paid the $29 upgrade to 3.0. However, I couldn't find any product codes either in a separate email or in my user area! This is ludicrous considering your instructions say that product codes are sent via email!

Two scenarios:

1.) you already have the E-License option for Inde Pro: then you will see the "activate" button in your user area account behind your registered product. I haven't got any got any 7 segment product activation codes!
2.) if this button is not there, then you need the "E-License Update for Independnce Pro" first. How do I go about obtaining this? Again, your instructions are very difficult to decipher and it's obvious that a native speaker of English wasn't used to translate the instructions from German into English. Sorry to say this, but Yellowtools support hasn't got a very good rap on the online music forums and this most certainly wouldn't be doing your company any favours when it comes to getting new customers or returning customers. This is by far the worst customer service experience I've ever had and I regretfully doubt that I'll make any further purchases after the terrible customer support experience I've encountered with this 3.0 update. It's a needlessly complicated way of introducing a new software protection system! I hope you take my constructive criticism onboard when it comes to improving your customer service and as a loyal paying Yellowtools customer, I have a right to inform you if I'm not satisfied with your customer service! Thanks for understanding!

Beside all this you have to make sure that you have the E-License version of the sound library installed - NOT the dongle version.
The E-License version is available for download in your user area account or you can also a DVD set in our online shop.I know that I have only the dongle version of the sound library installed and find it LUDICROUS and UNETHICAL that I have to either pay for the E-license DVD library when I already have the 70GB sound library registered and authorised on my computer when surely you could simply change your protection system without charging us for this 'privilege'! In addition, its going to be impossible for me to have to once again download a huge 70GB sound library when it's already downloaded on my external drive and my monthly internet download limit is 20GB!!!! THESE REQUIREMENTS ARE COMPLETELY RIDICULOUS and it makes Yellowtools look very inept as a company, particularly when it comes to supporting existing LOYAL PAYING CUSTOMERS!!!! You can be assured that you'll lose many of your current customers if you continue with this kind of pathetic support! Sorry to sound harsh but this is the reality of the current situation!

Best regards. Best regards from me and I certainly hope that the many issues that users are complaining about can be sorted. I'm looking forward to your quick reply in order to get my paid Independence 3.0 upgrade working as soon as possible! I write this email without any malice towards your company and realise that anyone can make mistakes. It's just that when a customer is paying for an upgrade or new product, the customer service should be more prompt, the instructions provided should be easily understood and the copy protection should be such that it doesn't get in the way of the user whilst at the same time protecting the company from software pirates!

Christian. Thanks Christian. Looking forward to your prompt reply! One more question- why doesn't Yellowtools provide some form of telephone support or at least a contact number?

Cheers.

[HTBoogie]

I will read through this thread completely but wanted to comment that I am stll waiting for admission to the forum.

[emtear]

Just so everyone is aware. I jumped in on the upgrade and of course stupidity ran out of licences. It took two days but Christian did get back to me and reset all my counters.

If you are thinking of upgrading, you just need to register the 3.0 upgrade and the sound library which is actually Independence Pro 2.5 E-License (why they do not name it sound library licence i don't know?, which contains the sound library authorization.

If you have any questions feel free to contact me via PM or whatever. After I realized where I was going wrong everything was sorted in a timely manner.

Matt

[Bhan]

I got my activation sorted out as well. I had an issue with YT not recognizing my INDE pro 2.5.4 serial at first. Christian got back to me in a few days and apologized that the site didn't recognize my serial. Sent me a nice concolation on top of it. The activation went smoothly after a little head scatching and reading the downloaded PDF's on the site. All is well. Thanks to Christian and all at YT for the follow through. I like the new features, still haven't put the INDE-live through it's paces yet. That was never working quite right with 2.5.4 for me.

[lastReminder]

I'm really, really confused. I managed to download the elicense version of the library now from my user area. Now there really is an activation procedure, when I try to load a patch from the library. So far so good... But when I enter the product code (btw why make a copy button, if theres no button for paste and strg-v only pastes one box of the code?), I only get the message that
"There are no Response Codes available for the serial number/product code you entered.
Please check your serial number/product code or contact the yellow tools support."

Do I understand Slovenec right, that I have to purchase ANOTHER update for changing the license system of the library? Strangely enough, there is an activate button for the library although I never purchased the e-license update for the library. (I wasnt too pleased to pay for making my dongles useless, for which I payed, too) This might be the biggest update-ripoff ever. How about this slogan for marketing? "Buy 2 updates that leave the program essentially the same as it was before!! (but youll have entertaining trouble and anger during the update process) "

[cevin]

Update successful! Great performance!

Everything works perfect. Also loading of multisamples is really fast, even faster than in version 2.5! .. and quicker than in Kontakt 4 !

My Tipp is, if you update from Independence Pro 2.5.4 , use the old product code and response code from 2.5 for the library and don't order a new one!!!
I had problems to authorize when I used new product code and response codes.

Best regards

[ObsoleteAcc99]

[DELETED]

[blommberg]

Same here, lbrary isn't recognised.

I even bought the dvds. 60 GB cannot be downloaded.

I can't find the "product folder" that should be downloaded!!!

The time I spent for this problem is 2 days now. Wish I had bought something else.

[hevonen]

Are you updating or installing the first time? My first time install went like this: I registered products on YT's website with their serial numbers, downloaded Indy Pro 3, samplesets (2.5) and product folder for samplesets. Then I installed Indy Pro, extracted product folder zip and copied ytif-files to product folder's "image files" directory. After this I added the product folder to Indy Pro's library list (btw product folder can put anywhere, I have mine on external disk). About this time YT asked for challenge/response and I activated my products (software and sampleset) on YT's web site (under "my account" -> "products").

Product folder download for Indy Pro 3 is listed right under sampleset e-license downloads, so I guess you need to register your sampleset at the site to download that zip even if you have the dvds?

[blommberg]

Product Folder installed, think I got all folders now.

"so I guess you need to register your sampleset at the site to download that zip even if you have the dvds?"

Think thats the point and I would love to do this, but neither I received a code nor I see a download-option for the files in my user-area.

[hevonen]

My serial numbers came from Cleverbridge right after the purchase. I submitted them at YT's website under "my account - products" after which it listed them as my registered products and related downloads appeared under "my account - downloads". If you didn't get order/reference email after purchase (maybe in spam folder?) I guess you need to contact YT support.

[flonky]

I'm really, really confused. I managed to download the elicense version of the library now from my user area. Now there really is an activation procedure, when I try to load a patch from the library. So far so good... But when I enter the product code (btw why make a copy button, if theres no button for paste and strg-v only pastes one box of the code?), I only get the message that
"There are no Response Codes available for the serial number/product code you entered.
Please check your serial number/product code or contact the yellow tools support."

Exactly the same with my Majestic library. And no answer from the support on my three e-mails...