Resolved No license sent after completing request form

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

  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.
     
  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.
     
  3. Dmitri Semenov

    Dmitri Semenov Cyanogen Customer

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    AL814M-19080701
     
  4. Doug

    Doug Staff Member

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    You should have your license now.
     
  5. Dmitri Semenov

    Dmitri Semenov Cyanogen Customer

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    Got it. Thanks!
     
  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.
     
  7. Colin Haig

    Colin Haig Staff Member

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    I've asked a colleague to look into this for you.
     
    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?
     
  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.
     
  10. Doug

    Doug Staff Member

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    It will be a few hours before they will be able to check.
     
  11. barnett helzberg

    barnett helzberg Standard User

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    I was impatient. License arrived after 63 min. Thanks.
     
  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.
     
  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
     
  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.
     
  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.
     
  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.
     
  17. mike m benjamin

    mike m benjamin Cyanogen Customer

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    Doug, no response. It's been over a few hours now.
     
  18. Adam Robichaud

    Adam Robichaud 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
     
  19. mike m benjamin

    mike m benjamin Cyanogen Customer

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    Adam,
     

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  20. Adam Robichaud

    Adam Robichaud 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.
     

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