DorkCoffeez

Join Date 03/2006

+115

Support Survival

Just a quick little thing from support. Currently support phones are set to answer between the hours of Mon-Fri 9-4pm EST. We often get queries on when we will be available on weekends. Officially support is not available on weekends but more times than not the support staff is looking in just in case disaster strikes, or just wants to get ahead of work.

A lot of this many will know already. However Stardock is getting new traffic and I have noticed this coming up more of late.

Due to the "first come first serve" of our email queue system it is still a really good idea to get your ticket in right away. Once we formally come back on Monday those are the first tickets that we take care of. This is in an effort to have no one wait longer than 48 hours.

The other note I should mention is do not send a reply in if you are still waiting for an answer. Once again due to our system that will update the ticket time as to when the last email was sent in. So if a reply is sent a day after you send the first email then the timer is reset to 0 and it starts over again.

I am only bringing this up so that everyone, veterans and newbies alike, can take full advantage of the support system. Also support is present on the forums but if you are not getting an answer bump your thread to the top. I can assure you that support wants to help as often as possible.

If you have any questions please let us know.

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Good information Seabass. Will be referring this one many times I'm sure.

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Dear Seabass

I bought Object Desktop yesterday and its been more than 18 hours that i have not received any email with the link to download, serial number etc.

I tried to login with my email address and first it said that the password was incorrect. I tried twice, then clicked on Forgot your password. Changed password. Received an email with a new password. Tried to login with the new password and the system prompted that i cant login as i have exceeded maximum number of tries.

What i dont understand is that why does Stardock u sell products if u cant provide support during weekends. I am worried about the entire thing.

I emailed sales@stardock.com but did not receive any email. Imagine someone who has paid for the product and cant use it, cant get any support, does not know what to do. How frustrated and annoying he will feel??????????

I am replying with a hope that someone lets me know when i would get the link. If i can get an email within seconds for password change, the email with the serial and download link should have also appeared.

Please look into this. I am expecting a reply asap.

Pleaseeeeeeee help me out.

Thanks in advance

Girish.

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What i dont understand is that why does Stardock u sell products if u cant provide support during weekends. I am worried about the entire thing.

GirishE, it's not unusual for support services to be closed on weekends, this is the case with any number of companies around the world. The staff have families and home lives too and deserve the chance to wind down and enjoy some time off.

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I know I can't get ahold of my cable company on weekends. Except for their internet support, tat is. It's 24/7/365.......

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The staff have families and home lives too and deserve the chance to wind down and enjoy some time off.

Yes. I appreciate that people have families and need time off. My point is that if some pays for something he expects to get something in return. In my case, i have paid for the product and am unable to use it because i dont have it still.

All i said was if they cant provide support on weekends, they should stop accepting sales over weekends so that the end customer does not have to suffer.

I hope i have made my point clear.

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Not everyone has a problem, so why should they stop sales on weekends because only a small fraction of people encounter a problem? That wouldn't be very good for business, because then most people would complain about not being able to buy.

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Bebi

Thats you opinion. I have a different opinion. Moreover, you are not facing a problem but i am. I have paid and am still waiting for the product. I did not get any help so far.

I posted my problem here expecting stardock support personnel will reply to my post.

I did not post my problem to argue about different points of view. So, i appreciate what you think.But what i think is also correct.

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neophil78

Join Date 06/2003

+67

As too much often, i've had a problem with "excessive activation ..." silly message on Saturday.

I've immediately send an email to support@stardock.com but did'nt receive an automatic answer as i used to, giving a ticket etc ...

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Hi there,

Again, i've got a message "maximum activation reached" or something like that when trying to install a correct version of IconPackager (Note that IP V 3.99.143 is still with the old graphic interface and that previous version in new one does not allow me to change language. I resume: V 3.99.143 ==> old interface with french / V 3.99d[b].062 or previous ==> new interface but can't apply french language or any other one ...)

I'm really board off these troubles coming with activation specially for ODNT subscribers which by definition are there to test and install / uninstall application more than non ODNT users ... It would be time to consider that point and make something different ...

Though thanks for renewing activation

Philippe Paquet Aka neophil aka neophil78

[copy OFF]

In same time i left a message on IconPackager forum ==> WWW Link

As i said i'm really exasperated by these "excessive activation"
I'm a ODNT subscriber and as for those, there's a verification done if account is avaible or not. Though i think it's enough, but no no no :
Then for each soft there's an activation is count whem just downloading one app, then when applying it, then when uninstalling it.
ODNT subscribers are a big source of feedback of bugs in betas and i really wonder where Stardock would be with development without these feedbacks ...

Though leave us alone (i mean ODNT subscribers) with application activations !!!!!!!!!!! and/or give us a permanent and /or automatic 24/24, 7 days way to reactivate ...

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guess I should've read this before posting new information on my ticket.
Though it's four days old, it's now reset to 0? bummer

oh well, I'll wait and see whats up.
Thanks for the heads up there Seabass!

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neophil78

Join Date 06/2003

+67

up up

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neophil78

Join Date 06/2003

+67

Will this bad joke continue a long time ?

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neophil78- I have reset your activations and refreshed the account. You should be all set now!

GirishE- I can't bring up a point here about the support schedule that hasn't already been mentioned in this thread. What I can tell you is I am sorry for the trouble in your purchase. We do make the support schedule public knowledge and all members of support do their best to assist this community. If you like post your ticket number for support here as I can't find any tickets under your account email address.

Please also know that unlike many companies Stardock does not charge for support. We don't even really require you be a paying customer (with the exception of phone support). We are a small team but I am very proud of our work and our products. Please let me know how I can help.

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and/or give us a permanent and /or automatic 24/24, 7 days way to reactivate ...

As a side note all activation is automatic and runs 24/7. If there is an error only then does personel have to interceed. Activation thresholds are only to discourage piracy and a permanent activation file for that individual PC is created in the software directory of your purchase. It is labled as sig.bin and by simply placing it into the directory of the software (on the same PC it was created on) your reinstall will be activated.

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neophil78

Join Date 06/2003

+67

Something may be wrong, i just can't archive Version 3.99.144 ...

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neophil78

Join Date 06/2003

+67

Activation thresholds are only to discourage piracy and a permanent activation file for that individual PC is created in the software directory of your purchase.

I don't really understand why it's neccessary for ODNT subscribers as a verification is already down with Stardock account ...

It is labled as sig.bin and by simply placing it into the directory of the software (on the same PC it was created on)

I know that, though why is it not working with me ? I think i got the same trouble of "excessive activations" above 5 or 6 times since not so much time ... (once with WB, once with WFX and so ...)

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neophil78

Join Date 06/2003

+67

Something may be wrong, i just can't archive Version 3.99.144 ...

1°) Ok i've been able to restore V 3.20.128 without activatin trouble. BUT after a reboot, as i want to download and archive V 3.99.144 (before updating IP) here's the .log error message:

[copy On]

-- [Application] ----------------------------------------------------
Name: Stardock Central
Path: C:\Program Files\Stardock\SDCentral
Version: 2.54.522, build: 167

-- [System Information] ---------------------------------------------
Platform: Microsoft Windows Windows XP, 5.1.2600 Service Pack 2
Display: NVIDIA GeForce4 MX 440 with AGP8X
Driver Version: 6.14.10.9371
System Dir: C:\WINDOWS\system32
Time / Date: 22:13:22 -- Monday, April 14, 2008

-- [Installing] -----------------------------------------------------
Server: http://sdc1.stardock.com
Server Dir: public
Network Id: odnt
Name: Icon Set for IconPackager
App Id: ip
Installed: False
Version: 3.20.009Type: production
Reg Key: IconPackager
Install Dir: C:\Program Files\Stardock\Object Desktop\IconPackager
Exe:
Last Updated: 04/12/2008

-- [Account] --------------------------------------------------------
First Name: Philippe
Last Name: PAQUET
Email: xxxxx@yyyyyyyyyy

-- [Installation] ---------------------------------------------------
Download: C:\Program Files\Stardock\SDCentral\data\public\ip\production\ip_IconSet.xml 1
Load: C:\Program Files\Stardock\SDCentral\data\public\ip\production\ip_IconSet.xml 1
Download: E:\Stardock\SDCentral\Downloads\ip_IconSet.sdc 1
Error: No files found within the XML file (Code: 16)
Result: Download and Archive failed (16)

[copy OFF]

Why it's considering IP as not installed ? and not with the version which is installed ?

2°) Then i even tried to update the V 3.20.128 and after the reboot i've IP 3.99.144 installed with the new interface but still with languages not working ...

though, back to 3.20.128 unless a correct version will be out ...

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Having the same problem. I want my software. I tried sending an email to support a few minutes agao about this issue and i got back a message saying it did not go through and noted about 8 reasons why it may not have happened, none of which applied unless damned able is considered profanity these days. I'm just plain frustrated latley trying to get things done on Stardock. SInce Impulse instead of the Stardock Central that worked flawlessly everything seems like pulling teeth.

Oh well that's progress, (Progress?) I guess. Good luck. I just sent another email and can't wait because i said darned. Can't imagine what kind of rejection I get this time.

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ZubaZ

Join Date 11/2001

+917

try going to esupport.stardock.com and creating a case there. They will see it on Monday.

What exactly is the problem? (the original pst is 8 months old . . and there have been many updates along the way)
First thing to try: Reinstall the most current Impulse client from here: Impulse Client - Full

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any updates yet?

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Good information.Something may be wrong, i just can't archive Version 3.99.144 ...

* spam* link removed ..... Admin

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i simithize with ya, i hate stardock now that there is no phone suppor. seems they got all high and mighty now and no longer care about customers. i have been emailing back and forth for weeks trying to get a problem solved. all i get is auto responsed never an answer to my questions. i am giving up and writing the money off.

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