Resolved No license sent after completing request form

Discussion in 'Aluma CCD Series' started by Dmitri Semenov, Sep 4, 2019.

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  1. Dmitri Semenov

    Dmitri Semenov Cyanogen Customer

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    I have got Aluma 814 on 30th of Aug, and filled out form to get license for MaxIm LT software the same day. I have not got any response (Spam folder was checked) with a license. I cannot even test if the camera works.
     
    Dmitri Semenov, Sep 4, 2019
    #1
  2. Doug

    Doug Staff Member

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    You can use the MaxIm DL Demo to get up and running immediately.

    We did have a couple of glitches with the back-end processor. It's possible it will work if you try it again.

    What is your camera serial number? I can check the logs.
     
    Doug, Sep 4, 2019
    #2
  3. Dmitri Semenov

    Dmitri Semenov Cyanogen Customer

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    AL814M-19080701
     
    Dmitri Semenov, Sep 4, 2019
    #3
  4. Doug

    Doug Staff Member

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    You should have your license now.
     
    Doug, Sep 4, 2019
    #4
  5. Dmitri Semenov

    Dmitri Semenov Cyanogen Customer

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    Got it. Thanks!
     
    Dmitri Semenov, Sep 5, 2019
    #5
  6. SMGMSU

    SMGMSU Standard User

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    I have the same inquiry. I think the request was sent on Tuesday Nov. 12 and I have not heard anything back. Thanks a ton in advance.

    S/N is 18081702 for the Camera and FWA180518 for the filter wheel.
     
    SMGMSU, Nov 14, 2019
    #6
  7. Colin Haig

    Colin Haig Staff Member

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    I've asked a colleague to look into this for you.
     
    Colin Haig, Nov 15, 2019
    #7
    SMGMSU likes this.
  8. barnett helzberg

    barnett helzberg Standard User

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    Just purchased a new MaximDL license and got email confirmation that the credit card was charged. But then no license. Do the computers take the weekend off?
     
    barnett helzberg, Nov 16, 2019
    #8
  9. Doug

    Doug Staff Member

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    No they don’t. There are two possibilities:
    1. It landed in your spam filter
    2. Our back-end software crashed.
    I’m at the AIC conference without my laptop (it died!), and no one else is at the office of course. That makes checking #2 difficult. I’ll contact one of our people who has remote access and ask them to check the server.
     
    Doug, Nov 16, 2019
    #9
  10. Doug

    Doug Staff Member

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    It will be a few hours before they will be able to check.
     
    Doug, Nov 16, 2019
    #10
  11. barnett helzberg

    barnett helzberg Standard User

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    I was impatient. License arrived after 63 min. Thanks.
     
    barnett helzberg, Nov 16, 2019
    #11
  12. Doug

    Doug Staff Member

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    Odd... it was sent a few minutes after the payment was received. Once in a while emails get “stuck” on a server somewhere in between.
     
    Doug, Nov 16, 2019
    #12
  13. mike m benjamin

    mike m benjamin Cyanogen Customer

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    Could you check on my Maxim LT licence as well , I sent my request a couple days ago. I am using the DL demo right now. Thanks
    Aluma U694 serial 19080701
     
    mike m benjamin, Nov 19, 2019
    #13
  14. Doug

    Doug Staff Member

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    We've had a couple of glitches with the license processing software for LT; it's getting better but still not 100%. I've asked someone to check on this manually.
     
    Doug, Nov 19, 2019
    #14
  15. mike m benjamin

    mike m benjamin Cyanogen Customer

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    Doug, still haven't received my licence yet, my DL demo is almost up (two days) I learned enough about the software that I want to upgrade to pro version and I know I get a discount. It doesn't look like theskyx will have in house drivers ready anytime soon, I asked.
     
    mike m benjamin, Dec 17, 2019
    #15
  16. Doug

    Doug Staff Member

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    Please try resubmitting it. If you don't get a response within a few hours let me know.
     
    Doug, Dec 17, 2019
    #16
  17. mike m benjamin

    mike m benjamin Cyanogen Customer

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    Doug, no response. It's been over a few hours now.
     
    mike m benjamin, Dec 17, 2019
    #17
  18. Adam Robichaud

    Adam Robichaud Lead Developer Staff Member

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    Hi Mike,

    Can you do me a favor and take a screenshot of the DL Config window in MaxIm DL? This is accessible via: Camera Control > Camera 1 > Setup Camera > Advanced

    I need to see what that window thinks your camera's serial number is.

    Cheers,
    -Adam
     
    Adam Robichaud, Dec 18, 2019
    #18
  19. mike m benjamin

    mike m benjamin Cyanogen Customer

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    Adam,
     

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    mike m benjamin, Dec 18, 2019
    #19
  20. Adam Robichaud

    Adam Robichaud Lead Developer Staff Member

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    Sorry for the confusion. I've re-run your request through our system with that serial number, and it appears to have been successfully issued. You can expect the license to show up in your inbox shortly.
     
    Adam Robichaud, Dec 18, 2019
    #20
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