Activation - Support form not working
I am having the same activation problems as others from going from Pro to C1 4.
I went to the support section and filled out the info but it is error when I submit my problem.
I went to the support section and filled out the info but it is error when I submit my problem.
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I second that emotin as well. Activating software has always been a week long issue with P1 for me too.
I have my correct activate number. I entered it and it then asked me for my email address and name. I entered my email address and it would not allow me to type in my name. It gave me an error message which stated I needed to enter my password. I entered my normal Phase One website password and that gve me a password error. I requested my password be emailed to me.
I received the password and entered that. Again, error. I read the activate instructions online which were no help.
I attempted to submit the support form and after filling it out, I get ... an error message. I am running this on the trial period.
Overall, I have spent a great deal of tme attempting to get software working and figuring out how it works. And I am still deep in this proccess. Surely, ther has to be a less troublesome way. Every other software company can do it.
"Do it" meaning - provide a simple activation form that works, provide a means of support that works, and, provide a manual that is useful.
The current "help" manual is far from helpful. When I went to find out how the new Lens Cast Calibration works and where it was, the help file stated that C4 has a lens cast calibration which is easily applied. That's it? So then, where is it and how do I use it? I finally figured that out as well.
Now if I can only figure out how to select multiple files to batch proccess.
If Phase One is sensing user's frustrations, I feel it is rightfully so. It has been frustrating.0 -
Hello,
We have been very very busy in support helping people sort out activation issues. Hopefully I can offer some tips that will help aid in activation.
1. You must use the same email to activate 4 as you did Capture One 3. Otherwise you will get an error message.
2. If you did not enter a name into your account when you first registered, that activation for 4.0 will not work correctly. If you do not have a name on your account you can either create a support case and give us a name tenter for you, or you can login into phaseone.com and update your account with a name. Normally you would click on your name at the top of the browser to access your account info, but if you do not have a name on the account there is an "invisible" button where your name would be right beside the word "logout."
3. There were a few bugs related to older keys in our system. Most of these have been fixed, however should you feel that you have been denied an upgrade that you are entitled to please create a support case and we will make it right.
4. Your current license info is available by logging into phaseone.com, clicking on your name, and selecting "license management."
5. Our servers have been very busy the last couple days with downloads, support cases, and activations. We ask for you patience as response will be slower.
Lens cast calibration is a digital back feature from 3.7.x Pro that was included for our Digital Back users. Information can be found here: http://www.phaseone.com/HOME/Content/Su ... nguageID=1
To process multiple selections, hold down the "Shift" key while clicking process. you can also use the shift key to pan, zoom and rotate multiple images.0 -
I found JonGilbert's entry below helpful, but it did not solve the problem. I found the "invisible button" and successfully added my first and last name to my account. They appeared in the proper spot during the activation sequence. However, the server still refused to accept my activation code.
Help!0 -
Firstly, it has been my experience that any time I have to rely on support from Phase One, it ends up being a frustrating experience. It is even more frustrating when the issues are simple ones [and should not even be issues!!]. As for the Phase One reply regarding activations codes, I will reply to your note below:
[We have been very very busy in support helping people sort out activation issues.]
-I am very very busy as well running a professional photo studio. However, I still have no activation code one week later.
[You must use the same email to activate 4 as you did Capture One 3. Otherwise you will get an error message.]
-I did use my same email and still got an error message. I also had to request my "password" which was some brand new password for me, not a password I have ever seen or used before. It is not the password I use to login to this forum. And it is not a password that works for activating my license.
[If you did not enter a name into your account when you first registered, that activation for 4.0 will not work correctly.]
-First registered an account for what?
[you can login into phaseone.com and update your account with a name. Normally you would click on your name at the top of the browser to access your account info]
-How and why would I have an account that does not have my name on the account, and if it is my account, how is it my account without my name on it?
[there is an "invisible" button where your name would be right beside the word "logout."]
-Invisible buttons? Now we are making progress. I "found" the "invisible button, the black button on the black background, and when I clicked on it, I got this message: "Error ! The error has been logged and System Administrator has been notified. We apologize for the inconvenience." This is the same message I get when I try to open a support case.
[should you feel that you have been denied an upgrade that you are entitled to please create a support case and we will make it right.]
-I contacted my rep a week ago. I wrote here on the forum a week ago. I purchased a P25 and a P25+ in the past 16 months. But I do not have a working activation code and my C3.7 code does not work for C4.
[Your current license info is available by logging into phaseone.com, clicking on your name, and selecting "license management."]
-I can not click on my name because it does not exist on my account apparently and clicking the "invisible" button only gives me an error message.
[Lens cast calibration is a digital back feature from 3.7.x Pro that was included for our Digital Back users. Information can be found here: http://www.phaseone.com/HOME/Content/Su ... nguageID=1]
-Thank you for the fine article on how to make and use a Lens Cast Calibration, using C3.7. However, I believe the lens cast calibration question was regarding C4, your most recent software version. The question posed was, where is it and how do I use it in C4. I found it myself after a few hours of searching.
So what do I do to get an activation code? My rep has not helped me, the forum has not helped me, and I can not create a support case?0 -
Great news to report....After three tries, I was able to login to my account using the Invisible Button. I added the correct name to my account since all of my information was blank. [why is that?].
I retrieved my activation code, [which is the same code I have always had]. I went to activate my license online....and.......I get this message:
"Enter a valid email address and try again"
I began this tonight at 11:01. It is now 12:42. That is one hour and forty two minutes. And still no code.0
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