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upgrade + support plan expired in menu bar after upgrade

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(@calbear88)
Posts: 41
Member
Topic starter
 

Hi, I upgraded my SoftRaid lite 6 license to SoftRaid 7 lite today through a purchase at the OWC shop.  In the menu bar, it says upgrade + support plan expired.  On the license status website it shows expired too at https://software.owc.com/license/

 

Just wanted to report it in case it is a bug, or if perhaps the upgrade support + plan is just for new licenses and not upgrades?

 

Thanks 

Screenshot 2022 11 04 at 7.09.59 PM

 

Screenshot 2022 11 04 at 7.04.15 PM

 

 
Posted : 04/11/2022 9:11 pm
(@softraid-support)
Posts: 8006
Member Admin
 

Thanks this looks like a bug. Please attach a SoftRAID tech support file. We can fix this in 7.0.1, assuming it is a bug.

 
Posted : 04/11/2022 9:23 pm
(@calbear88)
Posts: 41
Member
Topic starter
 

Sure, I attached the file

 

 
Posted : 04/11/2022 9:57 pm
(@softraid-support)
Posts: 8006
Member Admin
 

@calbear88 

Thanks, I will investigate.

 
Posted : 05/11/2022 4:37 am
(@calbear88)
Posts: 41
Member
Topic starter
 

Thanks.  When I lookup the serial number on the OWC license website at  https://software.owc.com/license/   it shows that "Upgrade + Support Plan: Expired".   It seems that it isn't necessarily a software bug with softraid, but perhaps a problem online database that holds the licensing information and upgrade+ support plan status.

 

 On the FAQs at https://software.owc.com/support/softraid-upgrade-support-plan/#toggle-id-3, it mentions "you have an option to automatically enroll and price protect future SoftRAID upgrades".    When I upgraded my license from softraid 6 lite to softraid 7 lite, I don't recall being asked if I wanted to enroll in the Upgrade + support plan.  I could be mistaken and perhaps and I didn't opt in to the plan when I upgraded?   

If I didn't opt in, would 1 year of the upgrade+ support plan be automatically included with the purchase of a upgrade, and the "opt in" to the plan is to authorize a future yearly charge for the plan after the first year?     

Here is the info from the FAQ:

When you purchase or upgrade to SoftRAID 7 you automatically receive one year of the SoftRAID Upgrade + Support Plan. If you purchased an OWC enclosure, your software is covered by the length of your warranty, up to three years.

When you purchase or upgrade you have an option to automatically enroll and price protect future SoftRAID upgrades. By enrolling in the plan and keeping an active subscription you can save over 55% off future upgrades, but you must enroll in the Upgrade + Support Plan during your purchase or upgrade.

 
Posted : 05/11/2022 7:32 am
(@calbear88)
Posts: 41
Member
Topic starter
 

I looked at the invoice, and it appears the upgrade order included SKU:  OWCSFR7SP - SoftRAID 7 Upgrade + Support Plan - One Year Free

I included a photo of the invoice.

Thanks

Screenshot 2022 11 05 at 6.17.35 AM
 
Posted : 05/11/2022 8:21 am
(@softraid-support)
Posts: 8006
Member Admin
 

@calbear88 

Its a bug we will address one way or another. When you upgrade to 7, we are giving everyone a year of upgrades/support.

 
Posted : 05/11/2022 1:05 pm
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