Unclear About the Update and Support Plan

Upgrades are from a year from purchase. Since we are just implementing this, everyone will get a year of support and free upgrades from the date of upgrading. Hardware enclosures under warranty still get 3 years from date of purchase, but if you are in the last year of warranty, there is now a 12 month "SoftRAID" support plan activated.

@softraid-support Thanks.

Hello, I purchased an upgrade from softraid lite 6 to softraid lite 7 on November 4th 2022.  Order # 331431.  When I try to run  softraid 7.5, it says my upgrade + support plan expired October 8th 2022, and I cannot run softraid 7.5.   Just wondering if perhaps there is an error?  If I upgraded from softraid lite 6 to 7 in November 2022, should I be able to run softraid 7.5?

Thanks

@calbear88 

Can you try again? there was a bug with a batch of licenses that were not getting the correct update options. I am told that is fixed now.

Thanks I tried rebooting the computer and it still gives me the error message message "you cannot run this new version of SoftRAID because your Upgrade & Support plan expired Oct 8, 2022".  When I look at my OWC software store order history on October 7th 2021 Order # 316243 was for an additional seat for softraid 6 lite.   The expiration date cited is one year from that order date interestingly.   On November 4th 2022 order # 331431 was for a softraid 7 upgrade, and I think the one year "upgrade & support" plan should have been one year from November 4th 2022?    Thanks for your help.  I wasn't sure if for licensing issues, posting on the forum is OK, or if I should contact OWC through the website support form? https://software.owc.com/support/supportform/

Thanks again for the great support

@calbear88 

Give me your license, I can fix it, it will not be posted.

Thanks SoftRaid support, my license is: 

@calbear88 

Your license is fixed,it is working until next month so you can upgrade it.

@softraid-support Thanks, I tried upgrading the the expiration date has changed, and says "Upgrade & Support plan expired May 8, 2022".  I think perhaps it was supposed to be changed to 2023, but accidentally set to 2022?   I am thankful that you can extend the upgrade and support plan.  Just curious, if I purchased the upgrade to softraid 7 lite on November 4th 2022, should the upgrade and support plan expire November 2023?   

Thanks so much.

@calbear88 

Fixed

No, because that was in 2021. You actually were given a few months free support/upgrade time from this snafu

Thanks so much, I can now successfully install softraid 7.5.  😀 

In regards to the duration of the “upgrade & support plan”

On September 5th 2021, I upgraded from Softraid 5 to Softraid 6 (order # 314638)

On October 8th 2021, I added an additional seat for SoftRaid 6 (order # 316243)

On November 4th 2022, I upgraded from softraid 6 to softraid 7. (Order # 331431)

Since the upgrade to Softraid 7 was 5 months ago in November 2022, would the one year of the “upgrade & support plan” be from the date I upgraded to softraid 7?

Thanks for the clarification.

@calbear88 

100% correct. Fixed.

Hi @softraid-support , I have allso problems upgrating from 7.0.1 to 7.5

After upgrade - Softraid 7.5 quits and say - Your plan expired on 05/16/22. You aren't eligible for SoftRAID 7 Pro updates or technical support. But my uprade for soft raid 7 is 

Invoice 87161 for order 331517

Order Date: November 5, 2022

with

I think the problem is that Support plan is linket to my previous puchase on soft raid  6 , made on April 6, 2021.

@decho 

It should be fixed, sorry, this was a bug.