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Support Email Responses

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Support Email Responses

from Stardock Forums
There seem to be several reports that support is not getting back to customers. I just wanted to take a moment to update everyone on the current Support status.

I am proud to say that less than 5 emails (out of what is generally hundreds) are left in our queues. We even double checked our filters for any pending emails that might not have gotten through.

If you send in an email to support@stardock.com you are supposed to get an auto reply. At this moment it isn't working for everyone so we have been putting in more attention to the queues. We hope to have that fixed right away.

You would be safe with a support site submission: https://esupport.stardock.com/index.php?_m=tickets&_a=submit

If you have not heard back from us since you sent in the ticket it is likely that it did not get through.

-However-

There is always a chance that there was a reply sent out that has not been received due to spam filters or security software. Please double check your spam filters to see if a reply from Stardock is in there.

Please let us know here if this applies to you and we will do our best to assist you.

(please keep in mind that support is not officially available on the weekends but we are often found in and around the forums from time to time)

22,240 views 47 replies
Reply #26 from WinCustomize Forums Top
I've not gotten a response. I didn't get a response to the ticket I submitted, so I decided to register an e-mail address. It said I would get an e-mail back with a link to validate - never did. That's 0/2...  ;)  And no, they are not in my spam filter  ;)
Reply #27 from WinCustomize Forums Top
i cannot log in to https://esupport.stardock.com/ with my username and password.
It returns invalid but it is right as saved by roboform and browser and yes I know login is different to normal logins.
If I try to set up new login it returns already one associated with email address.
If I try my username and asword the invalid return seems to have change my password from 10 alphanumerics to 20 plus. Any help.
My emails to support@stardock.com do not seem to get through.
Sins of a Solar Empire II
Reply #28 from Stardock Forums Top
Fuzzy please send me the email addresses you are using via PM.

Ausvet please try clearing your cookies. Should that not work please also send me the email address you are using via PM.
Reply #29 from WinCustomize Forums Top
Wow, it has all started working again before I cleared cookies but I had tried that loadsa times to no avail over last 24 hours anyway.
I also got reply to asking for password to esupport - strange but all is well again and word association thread works again too.
Reply #30 from Stardock Forums Top
Well so long as it is working I am good with it.

Was the reply from esupport from an automated message?
Reply #31 from WinCustomize Forums Top
Yes, it was instantaneous
Reply #32 from Stardock Forums Top
Hey, guys (and maybe some gals). I've been trying to get a problem taken care of for about a week now but I haven't received any autoreplies from the two emails I've previously sent. I just sent a third one now but thought I'd try my luck on the forums. Basically I have downloaded my GalCiv2 copy from SDC that I bought retail last year some time. It was initially installed on another computer. When I tried to launch it on my new laptop I received the following error message:

"The product appears to be validated but the serial number or the machine ID don't match."

I've tried re-registering through SDC to no avail. Anybody have any idears??


EDIT: EUREKA!! I've received the blessed autoreply and "trouble ticket" # so hopefully it'll get resolved soon, though I'll still take any suggestions...
Reply #33 from WinCustomize Forums Top
Submitted a ticket last night (reactivation request),got a response shortly afterwards.
Support reactived my account today.
Thank You Support, You guys rock. :CONGRAT:
Reply #34 from Stardock Forums Top
Upfin- You are quite welcome. Thank you much for the compliment!

Angry- That error message means that the activation file was created on another machine. Simply go into the game diretory and delete the sig.bin file. Then fire up the game and again and go through the activation process. This should clear the issue for you.
Reply #35 from Stardock Forums Top
Seabass, thanks for the help. Simple when you know what you're doing, I guess, appreciate it.
Reply #36 from Stardock Forums Top
No worries at all Angry. Should you have further troulbes please let us know here or at support@stardock.com.

Have a good weekend!
Reply #37 from Stardock Forums Top
Seabass this is like the 4th time I have tried to get this resolved, it is getting very frustrating.
Yes I know that some of this is my fault but can you help me sort it out?

I have been a Star Dock Customer for years, unfortuantely my life has not always been as stable as I would like.
I have several purchased numerous products but want them to be managed under one single ID now.
The current ID, that I would like to manage my apps from is
User ID of : immagikman
Current Email: immagikman@gmail.com

My purchases seem to be under various account ID's pssibly
rayengle rayengle@comcas.net (defunct email account)
rayengle2 rayengle2@comcast.net (old email account)

and I may have used another user id with the immagikman@gmail.com
but basically these are all me and I hope that someone can help me untangle this mess as Im about ready to just chuck it all out the window.

Please contact me at immagikman@gmail.com
Affected products:
Galactic Civilizations
Galactic Civilizations II
Galatic Civilizations II Dread Lords
Galatcic Civilizations II Dread Lords Gold Edition
Windows Blinds and several associated side products.

Please help me to not have to throw this stuff in the trash.
Thanks
Ray Engle
immagikman@gmail.com
Silver Spring Maryland.
Reply #38 from Stardock Forums Top
Hey Ray. I sent you a responce to your support ticket this morning. If you have any further troubles or questions please respond to me there. I'm glad to help anyway I can!
Reply #39 from Stardock Forums Top
Windows Vista (Ultimate), (Media Center Edition) Build: 6001 Service Pack 1

Wblind.dll 03/11/2008 06:59:48 473665
Wbsrv.dll 03/14/2008 13:56:12 210168
Thememgr.exe 04/08/2008 13:31:54 602112
Wbload.exe 08/13/2007 18:11:16 238256
Wbload.dll 11/04/2007 17:50:44 58792
Screen.exe 02/19/2008 16:04:02 161016

MY COLORS DANCE FLOOR Desktop

Your order number is: VTJN2BEFA01B-0524080807

Your order was submitted on: 5/24/2008 8:07:09 PM (GMT-5)

I have sent an email into sales@stardock, however , should you not get an autoreply that it was recieved? i never got one. So will try here. I purchased the dance floor desktop for MyColors this past weekend, I did not recieve my Object Desktop Discount at checkout as it says it will do. Also, I cannot regester the product in either MyColors or Impulse.

Impulse: Product Registration Failed: The Email Address opr serial number you entered is invalid

MyColors: There was an error validating your registration information

Thanks for your help
GigaByte69
Reply #40 from Stardock Forums Top
Howdy

Thanks finally got the auto reply that the message was received from Sales@stardock.com 1 1/4 days after i sent in email. Now I am just waiting for a resolution. I crossed my fingers hoping the impulse update today might fix it, but still same error in both MyColors and Impulse when trying to register the product.

Thanks
GigaByte69
Reply #41 from WinCustomize Forums Top
I submitted a ticket to support in late April (#UDN-418222). I did get a reply (Mike was very helpful), but it is apparently not an easy fix as it was forwarded to the developers. Basically, the top bar with my minimize, maximize and close buttons would disappear on some windows. A reboot usually took care of it for a while, but it always presented itself again. I have been backing up my system though and am getting ready to re-image my machine, so I am hoping that this will fix it. At this point, I am thinking that it may be a compatibility issue with some other software on my system, but I would rather just re-image it than chase it down. I get enough of that at work during the day.
Reply #42 from Stardock Forums Top

GigaByte - I'm sorry to hear that delay. The auto response should be within minutes. However given the time frame you might have been mixed in with the issues that occurred over last weekend. We are still clearing tickets from that problem and hope to be fully caught up by tomorrow. We are very close to that now so it shouldn't be an issue. If you have waited more than 48 hours for a response (since the automatic email) please let me know the ticket number and I will look into it right away.

Shakey - Sometimes developer responses can take a good time to get back. This is no ones fault of course, due to the massive commitments our developers put in you sometimes have to catch them at just the right moment. In support we often research our own problems to present more details (you will often see myself, milksama, or highlander asking for details so we can try it out too). In this case please let me know if you still have troubles after the re-image and if it pertains to all skins or just a few.

Reply #43 from Stardock Forums Top
Hi Seabass,

still no answer after 48hrs from the autoeresponse. Ticket ID GPM-123954.

All we need is a little patience in the world today :)
Patiently waiting
Gigabyte69
Reply #44 from Stardock Forums Top
Reply sent! Please check your inbox and/or spam filters.
Reply #45 from Stardock Forums Top
Hi

Thanks much Seabass, new serials worked fine. Thanks again

GigaByte69
Reply #46 from WinCustomize Forums Top
Shakey - Sometimes developer responses can take a good time to get back.
End of quote


Oh, I understand completely (although I am not a developer, just a lowly system's guy :p ). There are no complaints here. The re-image (Acronis is a life saver) went well and so far WB is working perfectly. Kind of re-affirms my suspicion that it was a conflict with something else on my system). I usually keep the same software installed on my system, so I am going to see if notice any incompatibilities as I re-install things. If I find the culprit, I will let you know.
Reply #47 from Stardock Forums Top
Please do! We love to test things out. Hate to pass on bad news but better that things get fixed as soon as we can. Just let us know here or through support@stardock.com.

 :)