Heavy issue when contacting Stardock support because of stupid and incompetent support staff

I'm a Customer at Stardock, and I hate you now.

from Stardock Forums
Tom Rieck  
Posted On: Oct 29 2010 04:28 AM
Hello,

I just installed Fences Pro via Impulse on my Computer here. Theres a proxy server which needs to be used to access the internet. Since the Activation Program of Fences cant use it I jused the alternateive method by sending the file 885.txt with the formular on this page: http://impulsedriven.com/alternative_activation/index.aspx

I received a file and placed this one exactly where it should be but when I click OK Button in the Activation window it tells me:

---------------------------
Fences
---------------------------
Fences has not been properly activated.

Please use Impulse to try activating Fences again, or try reinstalling.
---------------------------
OK
---------------------------

So please help.
Curt Hendzell  
Posted On: Nov 01 2010 01:07 PM
Hello,

Can you please send me the text file rather than submitting it to the site?

Thanks,



Curt Hendzell
Consumer QA Manager
Stardock Corporation
http://impulsedriven.com/
Tom Rieck  
Posted On: Nov 02 2010 03:10 AM
Hello,

No problem. The text file is attached to this e-mail.

Greetings,

Tom Rieck

Am 01.11.2010 18:07, schrieb Curt Hendzell:
> Hello,
>
> Can you please send me the text file rather than submitting it to the
> site?
>
> Thanks,
>
>
>
> Curt Hendzell
> Consumer QA Manager
> Stardock Corporation
> http://impulsedriven.com/
>
> Ticket Details
> Ticket ID: LCL-902288
> Department: Activation / Account
> Priority: Support
> Status: On Hold
>

Attachments  885.txt (0.59 KB)
Matt Bertsch  
Posted On: Nov 03 2010 03:01 PM
Hello,

Here is your activation string:

284F1ECE2F01C8EEAF53647142E0BB221E5013D78F732DBE18A5DE21B0A130934AA6882C54AAC624F68BD5618E0AFE8C22389508AB027435B9CCE134EEEEFE85F0EE68735ED9A0A2B3A086FCECEE252A3000025C3EBAB0FF8EA19948625F20A8DDFC7672608A92EE906F315F274003B346DF8AAF83F5F83FBD20B165B7673CCD

Please copy the entire string into notepad and save the file, with the name sig.bin, in the Fences Pro program directory. This will activate the product.

Please let me know whether this resolves your problem or if you have any additional questions.



Matt Bertsch
Technical Advisor
Stardock Systems, Inc.
http://www.impulsedriven.com
Tom Rieck  
Posted On: Nov 04 2010 03:50 AM
Hello,

This doesnt work either. Theres a screenshot attached on which the
windows's displayed which tells you that it didnt work. On it you can
also see the Fences Pro program directory with the activation string you
gave me in the sig.bin.

I nearly have enough of this. Give me a working version NOW!

Do you understand that this kind of stuff is one of the reasons why
people download cracks for software like this?

Tom Rieck

Am 03.11.2010 20:01, schrieb Matt Bertsch:
> Hello,
>
> Here is your activation string:
>
> 284F1ECE2F01C8EEAF53647142E0BB221E5013D78F732DBE18A5DE21B0A130934AA6882C54AAC624F68BD5618E0AFE8C22389508AB027435B9CCE134EEEEFE85F0EE68735ED9A0A2B3A086FCECEE252A3000025C3EBAB0FF8EA19948625F20A8DDFC7672608A92EE906F315F274003B346DF8AAF83F5F83FBD20B165B7673CCD
>
> Please copy the entire string into notepad and save the file, with the
> name sig.bin, in the Fences Pro program directory. This will activate
> the product.
>
> Please let me know whether this resolves your problem or if you have
> any additional questions.
>
>
>
> Matt Bertsch
> Technical Advisor
> Stardock Systems, Inc.
> http://www.impulsedriven.com
>
> Ticket Details
> Ticket ID: LCL-902288
> Department: Activation / Account
> Priority: Support
> Status: On Hold
>

Attachments  screen.png (563.35 KB)
Matt Bertsch  
Posted On: Nov 05 2010 01:50 PM
Hello,

If that didn't work, you'll need to save the file as 'FencesPro1.bin' in the following directory:

C:\Documents and Settings\All Users\Application Data\Stardock\Fences

You may need to show hidden files/folders to get there:

http://sd.stardock.com/Rosco/pics/show_hidden_xp.png


Please let me know whether this resolves your problem or if you have any additional questions.

Matt Bertsch
Technical Advisor
Stardock Systems, Inc.
http://www.impulsedriven.com
Tom Rieck  
Posted On: Nov 08 2010 08:50 AM
Hello,



Thanks very much for your last advice. That one worked!



Greetings,



Tom Rieck



Von: Matt Bertsch [mailto:support@stardock.com]
Gesendet: Freitag, 5. November 2010 18:50
An: tom_rieck@venion.net
Betreff: [#LCL-902288]: Cant Activate Fences



Hello,

If that didn't work, you'll need to save the file as 'FencesPro1.bin' in the following directory:

C:\Documents and Settings\All Users\Application Data\Stardock\Fences

You may need to show hidden files/folders to get there:

http://sd.stardock.com/Rosco/pics/show_hidden_xp.png


Please let me know whether this resolves your problem or if you have any additional questions.

Matt Bertsch
Technical Advisor
Stardock Systems, Inc.
http://www.impulsedriven.com

Ticket Details
Ticket ID: LCL-902288
Department: Activation / Account
Priority: Support
Status: On Hold
Tom Rieck  
Posted On: Jan 04 2011 04:02 AM
After Updating Fences Pro via Impulse, Once again the activation fails and I cant activate it with the file FencesPro1.bin as said in your last reply.

Why do I need to activate a product again after updating?

Your DRM system sucks.
Anthony Towler  
Posted On: Jan 11 2011 02:32 PM
Hello,

Try closing Impulse and running the following file:

http://sd.stardock.com/curthendzell/fix_registrations.reg

Make sure to follow the link in Internet Explorer, as other web browsers will not handle the file type correctly. Once you follow the link, save the file and double click it to apply it. Then relaunch Impulse. You will need to re-login with your username/e-mail (either will work) and password.

Please let me know whether this resolves your problem or if you have any additional questions.


Anthony Towler
Technical Advisor
Stardock Corporation
https://www.stardock.com

VACATION NOTICE: Stardock technical support will be out of the office from Friday, Dec. 24 through Sunday Jan. 2 for the Christmas holiday. We will return on Monday, Jan. 3 and respond to tickets on a first come first served basis. To expedite a response, please do not reply multiple times to a ticket during this break. Thanks you for your understanding.
Tom Rieck  
Posted On: Jan 12 2011 02:21 AM
I tried exactly what you told me and it didn't help. When re-activating fences, this output is displayed in notepad:

Using silent activation with null serial mode.



Application start: 2010-10-29 8.15.30

Silent mode

Mode 2

WARNING: Directory creation error: 183

Submitting activation request...

Download: success

Result parsing error (2)

Error activating the product

Please ensure the serial number entered is associated with the email you used. Try to activate the product again. If using Impulse you can right-click on the product and re-activate. Include this log file if contacting support.

Using silent activation with null serial mode.



Application start: 2010-10-29 8.19.13

Silent mode

Mode 2

WARNING: Directory creation error: 183

Submitting activation request...

Download: success

Result parsing error (2)

Error activating the product

Please ensure the serial number entered is associated with the email you used. Try to activate the product again. If using Impulse you can right-click on the product and re-activate. Include this log file if contacting support.

Using silent activation with null serial mode.



Application start: 2010-10-29 8.21.0

Silent mode

Mode 2

WARNING: Directory creation error: 183

Submitting activation request...

Download: success

Result parsing error (2)

Error activating the product

Please ensure the serial number entered is associated with the email you used. Try to activate the product again. If using Impulse you can right-click on the product and re-activate. Include this log file if contacting support.

Using silent activation with null serial mode.



Application start: 2010-11-4 7.16.3

Silent mode

Mode 2

WARNING: Directory creation error: 183

Submitting activation request...

Download: success

Result parsing error (2)

Error activating the product

Please ensure the serial number entered is associated with the email you used. Try to activate the product again. If using Impulse you can right-click on the product and re-activate. Include this log file if contacting support.

Using silent activation with null serial mode.



Application start: 2010-11-4 7.36.25

Silent mode

Mode 2

WARNING: Directory creation error: 183

Submitting activation request...

Download: success

Result parsing error (2)

Error activating the product

Please ensure the serial number entered is associated with the email you used. Try to activate the product again. If using Impulse you can right-click on the product and re-activate. Include this log file if contacting support.

Using silent activation with null serial mode.



Application start: 2010-11-4 7.36.48

Silent mode

Mode 2

WARNING: Directory creation error: 183

Submitting activation request...

Download: success

Result parsing error (2)

Error activating the product

Please ensure the serial number entered is associated with the email you used. Try to activate the product again. If using Impulse you can right-click on the product and re-activate. Include this log file if contacting support.

Using silent activation with null serial mode.



Application start: 2011-1-4 8.46.39

Silent mode

Mode 2

WARNING: Directory creation error: 183

Submitting activation request...

Download: success

Result parsing error (2)

Error activating the product

Please ensure the serial number entered is associated with the email you used. Try to activate the product again. If using Impulse you can right-click on the product and re-activate. Include this log file if contacting support.

Using silent activation with null serial mode.



Application start: 2011-1-12 7.17.59

Silent mode

Mode 2

WARNING: Directory creation error: 183

Submitting activation request...

Download: success

Result parsing error (2)

Error activating the product

Please ensure the serial number entered is associated with the email you used. Try to activate the product again. If using Impulse you can right-click on the product and re-activate. Include this log file if contacting support.



------------------------------------------------------------------------

As I allready told you, I do not accept how I am handled as a customer. Your drm keeps me from using the software I legally bought from you. This drm is made so that people who don't pay for that stuff are kept away from using your software.

Could you just once answer to my question when I ask: Cant you see what's happening here?
Anthony Towler  
Posted On: Jan 17 2011 05:02 PM
Hello,

Can you please follow this link in Internet Explorer:

http://sd.stardock.com/mike/apps/stardock_access.bat

save the file, right click it and select "Run as Administrator" if you're on Vista/Windows 7, just run it if you're on XP. This may solve your issue.

Please let me know whether this resolves your problem or if you have any additional questions.


Anthony Towler
Technical Advisor
Stardock Corporation
https://www.stardock.com

VACATION NOTICE: Stardock technical support will be out of the office from Friday, Dec. 24 through Sunday Jan. 2 for the Christmas holiday. We will return on Monday, Jan. 3 and respond to tickets on a first come first served basis. To expedite a response, please do not reply multiple times to a ticket during this break. Thanks you for your understanding.
Tom Rieck  
Posted On: Jan 18 2011 10:08 AM
You didn't answer to my question as always.

Also, your solution didn't help. When running the bat file the following output occurs:

Granting access to users: USERS:F SYSTEM:F
XP
Drücken Sie eine beliebige Taste... (Translation: Press any key...)
Zuordnungen von Kontennamen und Sicherheitskennungen wurden nicht durchgeführt.
Zuordnungen von Kontennamen und Sicherheitskennungen wurden nicht durchgeführt.
Zuordnungen von Kontennamen und Sicherheitskennungen wurden nicht durchgeführt.
Zuordnungen von Kontennamen und Sicherheitskennungen wurden nicht durchgeführt.
Zuordnungen von Kontennamen und Sicherheitskennungen wurden nicht durchgeführt.
Zuordnungen von Kontennamen und Sicherheitskennungen wurden nicht durchgeführt.
Zuordnungen von Kontennamen und Sicherheitskennungen wurden nicht durchgeführt.

(Translation for these lines: Associating of Accountnames and Security Identifiers where not executed)

Operation Complete!
Drücken Sie eine beliebige Taste...

I tried reactivating fences after that via impulse and received the following logfile:

-----

Using silent activation with null serial mode.



Application start: 2010-10-29 8.15.30

Silent mode

Mode 2

WARNING: Directory creation error: 183

Submitting activation request...

Download: success

Result parsing error (2)

Error activating the product

Please ensure the serial number entered is associated with the email you used. Try to activate the product again. If using Impulse you can right-click on the product and re-activate. Include this log file if contacting support.

Using silent activation with null serial mode.



Application start: 2010-10-29 8.19.13

Silent mode

Mode 2

WARNING: Directory creation error: 183

Submitting activation request...

Download: success

Result parsing error (2)

Error activating the product

Please ensure the serial number entered is associated with the email you used. Try to activate the product again. If using Impulse you can right-click on the product and re-activate. Include this log file if contacting support.

Using silent activation with null serial mode.



Application start: 2010-10-29 8.21.0

Silent mode

Mode 2

WARNING: Directory creation error: 183

Submitting activation request...

Download: success

Result parsing error (2)

Error activating the product

Please ensure the serial number entered is associated with the email you used. Try to activate the product again. If using Impulse you can right-click on the product and re-activate. Include this log file if contacting support.

Using silent activation with null serial mode.



Application start: 2010-11-4 7.16.3

Silent mode

Mode 2

WARNING: Directory creation error: 183

Submitting activation request...

Download: success

Result parsing error (2)

Error activating the product

Please ensure the serial number entered is associated with the email you used. Try to activate the product again. If using Impulse you can right-click on the product and re-activate. Include this log file if contacting support.

Using silent activation with null serial mode.



Application start: 2010-11-4 7.36.25

Silent mode

Mode 2

WARNING: Directory creation error: 183

Submitting activation request...

Download: success

Result parsing error (2)

Error activating the product

Please ensure the serial number entered is associated with the email you used. Try to activate the product again. If using Impulse you can right-click on the product and re-activate. Include this log file if contacting support.

Using silent activation with null serial mode.



Application start: 2010-11-4 7.36.48

Silent mode

Mode 2

WARNING: Directory creation error: 183

Submitting activation request...

Download: success

Result parsing error (2)

Error activating the product

Please ensure the serial number entered is associated with the email you used. Try to activate the product again. If using Impulse you can right-click on the product and re-activate. Include this log file if contacting support.

Using silent activation with null serial mode.



Application start: 2011-1-4 8.46.39

Silent mode

Mode 2

WARNING: Directory creation error: 183

Submitting activation request...

Download: success

Result parsing error (2)

Error activating the product

Please ensure the serial number entered is associated with the email you used. Try to activate the product again. If using Impulse you can right-click on the product and re-activate. Include this log file if contacting support.

Using silent activation with null serial mode.



Application start: 2011-1-12 7.17.59

Silent mode

Mode 2

WARNING: Directory creation error: 183

Submitting activation request...

Download: success

Result parsing error (2)

Error activating the product

Please ensure the serial number entered is associated with the email you used. Try to activate the product again. If using Impulse you can right-click on the product and re-activate. Include this log file if contacting support.

Using silent activation with null serial mode.



Application start: 2011-1-18 15.0.53

Silent mode

Mode 2

WARNING: Directory creation error: 183

Submitting activation request...

Download: success

Result parsing error (2)

Error activating the product

Please ensure the serial number entered is associated with the email you used. Try to activate the product again. If using Impulse you can right-click on the product and re-activate. Include this log file if contacting support.



-----

I give your company a call this evening, mabye then something happens finally.
Curt Hendzell  
Posted On: Jan 21 2011 05:29 PM
Hello,

Some form of internet access is required to activate. If you do not have internet access on the machine you are activating on, you can follow the steps on this page for manual activation:

http://www.impulsedriven.com/support/alternative_activation.aspx

currently the "Website Activation" section is not yet implemented, so you can skip over it an go to the "E-mail activation" section.

Please let me know whether this resolves your problem or if you have any additional questions.



---
Curt Hendzell
Consumer QA Manager
Stardock Corporation
http://impulsedriven.com/
83 views 1 replies
Reply #1 from WinCustomize Forums Top

SonicTTR, I certainly understand your frustration and upset at this point. At least they never gave up on you.

I've never had a parallel experience with Fences, but ran into problems with MyColors. Support worked well with me.

I can't say I understand how to fix your problem with Fences. Could it be an issue with the proxy?

I have found that when I uninstall with CCleaner (free), reboot and reinstall (using Impulse if it's not having issues) over the internet with firewall and antiviral off (but doing it through a secure router), the issue is generally resolved.

I'm not saying or promising this will fix your problem, but you could give it a try....won't cost you anything... ;)

Sorry you're so upset. Wish it went better, and really hope my suggestion helps.