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Harware Legacy versions => Analog Laboratory => Analog Laboratory Technical Issues => Topic started by: kaamio on December 30, 2012, 09:48:42 pm

Title: Analog Laboratory - No activation code on email
Post by: kaamio on December 30, 2012, 09:48:42 pm
Hi,

Same problem with many other here. On Mac. Just bought the Analog Laboratory and registered my product. Got the confirmation email but there no activation code for eLicencer -> no cigar.

Can anyone help?

 
Title: Re: Analog Laboratory - No activation code on email
Post by: Dav1d on January 03, 2013, 10:17:05 am
Ok, there was an error when registration analog Lab,

Please accept all apologies for that.

This issue is now solved, so you can try it again
 :)
Title: Re: Analog Laboratory - No activation code on email
Post by: Flapj4ck on May 08, 2013, 07:06:31 pm
David i got the same error, no activation code on my email. Mac user too
Please help meeeeee
Title: Re: Analog Laboratory - No activation code on email
Post by: stuey on June 26, 2013, 05:04:16 pm
Exact same issue here

I have sent in a tech support ticket, Case 132836

Thanks, Stuart   
Title: Re: Analog Laboratory - No activation code on email
Post by: stuey on June 28, 2013, 12:35:25 pm
Tech Support sorted my issue out, there's a link on the site to run through a new activation code. It is then sent to you by email. Simple

Thanks, Stuart
Title: Re: Analog Laboratory - No activation code on email
Post by: watusu on July 04, 2013, 06:02:46 pm
same case, just registered my analog  laboratory yestarday july 3 and didnt get the licence code, contacted tech support and got the ticket 133816 also i double checked entered analog laboratory and in my profile shows "analog factory" i need to get this keyboard running!!
Title: Re: Analog Laboratory - No activation code on email
Post by: stuey on July 04, 2013, 06:16:42 pm
1. Log into your account

2. Navigate down to: Authorisation trouble shooting

3. Fill in the details, choosing anyone of the criteria. (It doesn't really matter what cause you give for wanting a new activation, choose hard drive crash if unsure )

4. Confirm the serial number of your product

5. Wait to get the email

6. Log into your elicenser and add the activation

7. Get down to some banging tunes


 
Title: Re: Analog Laboratory - No activation code on email
Post by: watusu on July 04, 2013, 06:37:33 pm
thanks stuey, u rock! got it!
Title: Re: Analog Laboratory - No activation code on email
Post by: stuey on July 05, 2013, 04:38:54 pm
No problem, glad you got it sorted.

I would say that it's best to look on here for any tech issues, Kevin and the guys here are good at getting involved, they do look at the forums.
Sending problems to technical-inquiry@arturia.com is pointless in my opinion, unless you have a really serious issue then i'd stay well away from emailing them, they are just extremely lazy at getting back to anybody. It's probably outsourced tech support and not necessarily Arturia's fault, although they obviously want it like that, and frankly there's probably more technically qualified people on here anyway.   

Cheers, Stuart
Title: Re: Analog Laboratory - No activation code on email
Post by: Dj ChefLara on July 05, 2013, 10:16:33 pm
Hey guys, I have the same problem. Mac user too. So, I haven't misread, all I have to do is click on the link for a new activation code. Anyone confirm me please? Thanx a lot.
Title: Re: Analog Laboratory - No activation code on email
Post by: stuey on July 05, 2013, 10:27:24 pm
Yep, that's all you have to do.

1. Log into your account

2. Navigate down to: Authorisation trouble shooting

3. Fill in the details, choosing anyone of the criteria. (It doesn't really matter what cause you give for wanting a new activation, choose hard drive crash if unsure )

4. Confirm the serial number of your product

5. Wait to get the email

6. Log into your elicenser and add the activation

7. Get down to some banging tunes
Title: Re: Analog Laboratory - No activation code on email
Post by: Dj ChefLara on July 05, 2013, 11:32:32 pm
Thanks a lot!
Title: Re: Analog Laboratory - No activation code on email
Post by: rockrep on July 07, 2013, 07:52:04 am
This process did not work for me.  The response was 'Your request can not be automatically processed.  Please open a technical support request'.   Really poor experience so far.   If I don't get a reply soon, this is going back to the store.   Tech support ticket # 133999
Title: Re: Analog Laboratory - No activation code on email
Post by: stuey on July 07, 2013, 12:36:44 pm
Tech support is poor.

Have you tried deleting your license from your account and registering it again?
Title: Re: Analog Laboratory - No activation code on email
Post by: rockrep on July 08, 2013, 05:18:58 am
Thanks for the reply Stuey.   

I just tried deleting the license and re-entering the registration information as per your suggestion.  Same result.  No activation code in the web response, or in the email response.   I find it hard to believe this problem isn't resolved.  The original poster logged this issue last December.   That's 8 months ago.   I'm a software developer and that's an unacceptable user experience for paying customers.   How hard can it be for Arturia to resolve a registration bug on the server-side?   It should be fixable immediately.   

It makes me wonder how much more frustration awaits me with this product.

Sorry, just venting.
Title: Re: Analog Laboratory - No activation code on email
Post by: stuey on July 08, 2013, 01:32:33 pm
Pm Kevin, adrien or David at Arturia. They seem to be the guys that take notice. As for Tech support, well you may as well email my cat.

Adrien: Thank you, but as you can understand I can't handle all tech support requests for licenses, I try to focus on bugs. BTW David is the head of the Tech support. BUT writing through the classic tech support form will ensure you an answer, while PMing us will not.
IF you had no answer for some time, just reply to the first mail you received from the server, it will push your request back to the top of the recent list.

Again, IF you really need help we are always here, but I have to warn everyone that PM are not for general support, but more for forum issues, and topic related discussions, spaming our PM mail box would be unproductive.

I hope you understand, this is really for the best, again, we really want to take care of everyone.


Understand your trepidation, but once this is sorted if your fairly up to date on all things computer music / midi related, you won't need tech support.

Any issues with the software, dig into your library and ditch the standalone and plug in prefs for AL, assuming your on a mac, don't know where they live in the PC world, program files maybe.
Title: Re: Analog Laboratory - No activation code on email
Post by: rockrep on July 09, 2013, 03:23:48 am
Thanks again Stuey.  Took me awhile to figure out what you meant about PM, but managed eventually.   Have PM'ed David and we will see what results.
Title: Re: Analog Laboratory - No activation code on email
Post by: stuey on July 09, 2013, 12:24:30 pm
Hi Adrien

While I agree with everything you're saying regarding support, and people do need to go down the correct channels in order for a consistant set up, however. Unfortunately the technical support is just not pro ative enough and it seems that the only way to get answers is to speak to the big guns. I chat to Kevin a fair bit on here, he's been very helpful as have you. I also see David on the forums giving advice which has helped users out.

My experience of Tech support is  50/50, half good, half bad but other users seem to be getting zero joy from support. In some cases a quick PM to David, Kevin or yourself will kick the process along. I'm not suggesting you start doing tech support :) but merely you are a conduit between users sending in tech support questions and hearing nothing back or getting the response they have asked for.

I also appreciate that tech support is free but maybe at least adding some kind of SLA means users are not left in the dark when they have problems.

My last two tech support question could not have been more different. I asked about registration and that i had never received an activation code. The agent gt back to me within a few days and gave me suggestions, I then asked another few questions which were answered the same day.  Perfect. My next one was not so perfect.

I had an issue with Analog Laboratory playing different notes on the keyboard, i put it up on the forum but no one answered so I sent in a tech support question. I had to resend my query asking for an update as I had not heard in over a week. I received an answer asking me to send in Midi data, I did so but still nothing after a week. I then started to diagnose it myself, still leaving questions open. I found out that it was only on one machine that I had an issue. I asked the support guy where my AL prefs were situated, No reply. I looked around and found them as I sort of knew where they were but wanted to check I wasn't going to throw away any presets.

I ditched my prefs and it was sorted, my issue I had resolved. After this time no one got back to me about the data I had sent. I then sent another update saying that I had fixed my issue, still nothing, no reply no email or anything. The ticket was just closed. That is poor customer relations and even worse tech support.

From the forums, people have this all the time and although I believe that 50% of these could be easily fixed by users reading manuals and being more patient and trying things to resolve their issues, I also believe that the level of support received isn't as good as it should be.


Thanks, Stuart
Title: Re: Analog Laboratory - No activation code on email
Post by: rockrep on July 09, 2013, 05:10:50 pm
Adrien, David, Arturia

Adrien says "BUT writing through the classic tech support form will ensure you an answer"

When exactly?  How is it you have time to respond to a forum post telling people they shouldn't PM, yet you don't have the courtesy to send Activation Codes to a paying customer that can't get one from your registration process, and can't get a reply from technical support for going on 4 days now?  Is your priority to not be bothered with customer issues?  Or to solve customer issues?
Title: Re: Analog Laboratory - No activation code on email
Post by: stuey on July 09, 2013, 06:19:11 pm
Thanks again Stuey.  Took me awhile to figure out what you meant about PM, but managed eventually.   Have PM'ed David and we will see what results.

No problem, hope you get it sorted soon.
Title: Re: Analog Laboratory - No activation code on email
Post by: rockrep on July 10, 2013, 07:14:24 am
After numerous attempts at deleting my registration and re-registering, then manually requesting an activation code by specifying hard disk crash, I finally got an Activation Code.   And entering that allowed me to get a license, and the Analog laboratory s/w loads.  FINALLY. I'm afraid to breathe at this point, but there it is.   

Perhaps Arturia fixed something server-side, or perhaps the stars aligned and I found the wormhole.   Still ridiculous I have never gotten any response from anyone at Arturia.   And now to finally make some music with this thing...
Title: Re: Analog Laboratory - No activation code on email
Post by: Dj ChefLara on July 23, 2013, 02:48:17 pm
Hi Stuey,
I have reformatted my computer and apparently the product is not activated in my elicenser. I reentered the code but the application rejects it because it says it is already in use. What can I do? Where is the license saved in the computer? Please help. Thanks
 
Title: Re: Analog Laboratory - No activation code on email
Post by: Dav1d on July 23, 2013, 03:19:34 pm
rockrep: I just answered you, all apologies for the delay
Title: Re: Analog Laboratory - No activation code on email
Post by: ikolev57 on August 19, 2013, 10:48:32 pm
I have the same problem and sending new activation codes won't work either. I'm posting here because I really would hope for David to see this so the process does not take a whole week until I get a response.

Thank you.
Title: Re: Analog Laboratory - No activation code on email
Post by: Adrien on August 20, 2013, 08:08:57 pm
Because of the holidays,
and the fact that this post is marked resolved he will not see it.
1. write to sales-inquiry@arturia.com
2. create a separate topi if you want

best