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Licensing and Subscription questions
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Topic starter
Hi, I'm really annoyed right now! I have sent at least 4 service requests through different contact forms to the support. None of them got any answer. When I sent a request for a quote on 50 seats I got an autoreply immediately!
But now to my problem:
I have an active premium subscription. After I bought a new Mac I got the message, that I'm using a trial version of SoftRAID that will expire in 30 days. I went online and deactivated the old Mac the homepage shows me 1 available seat. When I enter the key into the software it shows that it has been activated for all users. But the software keeps telling me that I'm using a free test-version that will expire.
Now here I am, on the latest software-version , more than three weeks later, still without any reaction or info.
Posted : 29/11/2024 3:30 am
Where did you post your issues? (what page(s))Let me make sure links are not broken.
Post a SoftRAID tech support file. I can investigate with that.
Posted : 29/11/2024 4:48 pm
Topic starter
@softraid-support I posted my issue here https://software.owc.com/support/softraid/contact-tech-support/ at least two times and here
https://software.owc.com/support/supportform/ three times. Via the first link I asked for a quote as well, and in the meantime I got a reply from an actual human being.
My technical request through the same form, that I made earlier, is still unanswered.
Posted : 30/11/2024 3:56 am
Topic starter
So now I'm on my Mac and tried to upload the Tech Support File
This is what I get.
Posted : 30/11/2024 9:33 am
Try using this link and getting a link to the file:
https://filetransfer.io
Click on select files, and select the Diagnostic file on your desktop.
I will look into why you are not getting responses. You should be.
Posted : 30/11/2024 10:52 am
I got your support file.
The problem is your license Premium support expired on 19 July, 2024. I do not know why it is not displayed as such on the license page, I think it must be a bug from the past where this was an upgraded 6.x license.
Anyway, if you purchase support, you should be OK. If you do not get the discounted price for renewing, let me know, I can fix that manually.
This post was modified 1 year ago by SoftRAID Support
Posted : 30/11/2024 1:37 pm
Topic starter
@softraid-support That's a bit strange. I have an email from 19.07.2024 stating that my subscription has been renewed. Anyway I renewed the license again, but the activation still doesn't work, so I'm going to stop the payment I made today.
This post was modified 1 year ago by Benklein
Posted : 30/11/2024 2:00 pm
You used a different email address which is why I could not find it. I fixed your license, if you deactivate/activate, it will be working now.
Posted : 30/11/2024 7:21 pm
Topic starter
@softraid-support I could activate my license now. Thanks for fixing it!
I got two questions though:
Why did my license expire although its expiration-date is "never"?
Why didn't I get any response when I tried to open support cases?
Posted : 02/12/2024 2:24 pm
First question: the license did not "expire", but your ability to get upgrades expired. We moved to a subscription service now, where it expires annually (reverts to the limited feature standard edition). It was too confusing with annual MacOS updates, for users to know what to do.
I am trying to figure out what is happening to incoming queries. One of the queues seems not to be making it into our system, its being investigated.
Givbing good support is critical for the reputation of a company like ours. As you see from the forum, we do offer excellent tech support and the failure of forms feeding our incoming is not acceptable. (but can be tricky to debug, there are multiple moving software parts)
Apologies all around on that.
Posted : 02/12/2024 2:57 pm
