Registration Problem - No Support?

[garyoke]

I sent an email re: a registration problem back on 8/2 (the Hoster installer instructed me to send an email).

I then discovered this site, including the suggestions to submit a trouble ticket via the web site instead. So, I did that on 8/3.

Today is now 8/7. How long does it take to work out what should be a relatively minor fix?

[Beavis]

did sumit a ticket on MTU.com

[garyoke]

Yes, I did, and have been monitoring the ticket (no action)

[Beavis]

what exactly is the problem ?

[garyoke]

Originally I was attempting to install Hoster on a Macintosh system using Parallels (virtualizes Windows on the Mac). Generally works fantastic on anything I need to run this way. Except Hoster, of course! I prefer to DJ using my Mac laptop, and was hoping to run Hoster on the same machine.

As you can imagine, there was a bunch of trial and error... problem is that Parallels doesn't support dual monitors in the way Windows does natively, so you can imagine the problems that might cause given that singers need the second monitor to see the lyrics!

In any event, I had to re-install multiple Parallels "virtual machines" on my Mac... and apparently each one showed up in the MTU registration system as a different computer. So, I'm now frozen out and unable to register because I've "exceeded" my allocation of two computers.

At first, I simply wanted to be able to install Hoster on my desktop Mac and my laptop. But, I have since changed my mind and have decided to completely abandon the idea of running Hoster on my Mac, for now.

I just purchased a Compaq laptop running Windows Vista. But the problem remains... can't install Hoster because of the registration issue. At this point, I just want to install Hoster on the new laptop -- this machine and this machine only, but I can't. I need to have my registration reset, or whatever the process is on the MTU side, so that I can actually install and run Hoster.

[madjim- with the Lord]

Gary(oke), try to remember that the precautions that MTU takes to assure that their programs can't be intstalled on more that two computers at a time gives us, the paying users of MTU products the peace of mind that MTU software is hard, if not impossible to pirate. Rest assured, if you paid for the right to use the program, MTU will get you squared away. They have NEVER let me down! Keep an eye on your support ticket.

Jim

[garyoke]

madjim,

Yes, I paid for a Hoster license.

I'm not one of those who rants against software developers who try to protect their software against piracy, although I'm not a fan of any software that requires online "activation" or "registration" or the like.

I completely respect that MTU has the right to do this. However, I also believe that when a developer uses such a potentially disabling method to control its software, it has an increased burden of responsibility to respond quickly to problems and trouble ticket requests.

I'm now on day 6 of being unable to use the program. Now, while the problem with registration arose on this end by my attempting to use Parallels on the Mac (even though that was suggested in one of the forums), the fact that I am still unable to use the program without actually purchasing it all over again this much later is frustrating, and I would suggest borders on unacceptable. I guess I'm just accustomed to much better/faster customer support from software developers.

I appreciate your history with MTU, and I look forward to a long relationship with them. And I hope someday to be able to tell a newbie that MTU has never let me down, either. But right now, I'm skeptical and not real happy that I have deadware sitting here on my desk.

--G

[ddouglass]

Gary, did you try the new web email form?
http://www.mtu.com/support/customer-...m#WebEmailForm
From what I have seen lately some of the "tickets" are falling through the cracks, as in MTU isn't seeing them for some reason. Admin created the web email so it would come from a "trusted" email and not have the spam filter block it.
Be sure you include the email address you ordered the program under if it isn't the same as the one you are using now.

[garyoke]

Nope... don't think that's what I used.

However, MTU just responded to my trouble ticket and told me
I should be able to re-install now. Won't have a chance to do
so until later.

-G

[madjim- with the Lord]

Originally Posted by garyoke

I guess I'm just accustomed to much better/faster customer support from software developers.

MTU uses the same support method as many larger comanies. I'm sorry you are not happy with their system but please keep in mind, they just went through a major web site overhaul. You may have gotten off on the wrong foot with MTU but let me assure you that I have worked within their systems for four years and have never been without the ability to run a program. Your situation seems to be a little different from most which is common in the "world of computers". They'll get you up and running.


Jim

[2shadow]

I've always had good prompt support from MTU. I hate to say it but supports been pretty lax from them lately. I liked it much better when you could call them, that way you where assured a quick fix if possible. Now who know how long it will be before they even look at a support ticket. Hope they get things back to normal soon.

Tim

[madjim- with the Lord]

MTU is a small company providing the best Karaoke programs on the market. They will take note of your coments and work to make things better.

Thanks For Being Patient

Jim

[ddouglass]

Originally Posted by 2shadow

Hope they get things back to normal soon.Tim

They do too!

[kilith]

Hate to open up an old thread but better then a new one....

Yep I have just had this problem as well except... I had my old computer, old computer gets nailed by brown-out... Motherboard gets hit, power supply gets hit, and hard drive gets hit.

Motherboard I keep in the computer because I didnt have the money to fix that. Hard drive and NIC card were replaced and windows and hoster were reinstalled. Now I guess because of that wonderful brown out it cost me a hoster install on a second computer and i did not know that (would be nice if they would show you how many installations you had remaining).

Well my computer was failing fast and I was putting my new computer together as fast as I could. I now have all my parts for my new computer up and running old one finally died (blew out another power supply) and now I also have a dead hoster. I have now sent 2 emails and 1 web ticket. I sure hope they respond in the next 2 days..... I have a gig on Saturday and I have only had Hoster installed on one system this whole time. Has their support response still been very slow?

[George]

Originally Posted by kilith

Hate to open up an old thread but better then a new one....

Nothing could be further from the truth. Old threads frequently turn into rap sessions and don't command anyone's attention.

Can't help mention you wouldn't be having this problem if you'd back up your installation files and registration codes to a cd, as has been mentioned countless times all over these forums. Not MTU's fault you're in a bind.

Not trying to be arguementative, just hoping for your sake there's a lesson learned for the future. Things go wrong with computers.

[kilith]

Originally Posted by George

Nothing could be further from the truth. Old threads frequently turn into rap sessions and don't command anyone's attention.

Can't help mention you wouldn't be having this problem if you'd back up your installation files and registration codes to a cd, as has been mentioned countless times all over these forums. Not MTU's fault you're in a bind.

Not trying to be arguementative, just hoping for your sake there's a lesson learned for the future. Things go wrong with computers.

Not true! I have backups of everything with hoster! I have every KMA still installed. It is not MY fault that I no longer run on win2k, it is not my fault my 3 year old computer started to fail. I have every single download and patch from hoster from the first day I boutgh it. I believe I started on 3.310.

I even went to try and run hoster off my backup hard drive but gee like every good computer program goes... it is not registered in the regeistry on the new computer thus won't work which is another way to prevent pirating of hoster on many systems! So how in any way can it being on a CD help anything? I have my 3.316 install file along with reg code on my external hard drive thats just like it being on a cd....

So now I must ask you what the hell are you talking about? Even if I had it backed up on a CD I would STILL be in this same situation because I have it backed up on an external hard drive in the first place. Even when my hard drive crashed on my old computer I still had a backup of all install files and KMA's no to mention a backup of a full install on my external HD... As soon as I had windows installed I tried to run Hoster and it did not work. It required a new install of Hoster into the new windows install. So in all cases what are you accusing is MY fault? So now with all my facts set on the table where did I go wrong except for to have my poor old computer die? I am also a computer support technician and I know how to keep proper backups..... Can you explain to me what the differentce is of me having my install files and MTU code on my external hard drive compared to CD? As I see it there is no difference.

As this post started out talking about.... Hoster is trying to tell me that my install has been installed on more then 2 computers when it has only been on 1 computer for the past year until I tried to install it on my new computer.

So now where is my lesson learned? I have everything you say I should have. What were you thinking I was saying? Did you think my subscription ran out and I could no longer DOWNLOAD the instal file?

I know very well how computers can fail. That is why I am now running with 2 500gb SATA drives with my windows install ghosted on the second SATA.

[George]

Sorry you took offense, but show me one word in your post that even hints that you were backed up...nothing...nada...zilch.

I went with the percentages as in most instances where help is needed in reinstalling, no back ups were done. If they were no help would be needed.

At least we all got some needed details about the problem in your heated response to my post. Had you taken the trouble to be as explicit in your original post, this confrontation would not have occured.

[hwheeler43]

Good Afternoon all. I don't know if this will help, but when you emailed support. Please make sure they have the correct email address on file for you. They respond to one you used when you set up your account. Thats one of the reasons I have kept my old yahoo email account for the last 8 years or so.