License transfer system down???

Addyjay
Addyjay Member Posts: 6 Newcomer
edited October 22 in Komplete General

Is the transfer system down. I’ve requested a transfer for three products three days ago and yet to have a response. is the automated system not working?

Best Answer

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 12,971 mod
    edited April 2023 Answer ✓

    Little update on the topic, as I got more info.

    Most of the time, automatic transfers work. For some of the transfers, it is not possible to do it automatically (wrong kind of licence, licence dependencies between products, NFRs, etc...). In this case the user should be notified and transfer has to be done manually. It usually takes 24 hours for agents to complete the process but we still have a backlog at the moment so it takes a couple of days more. You should be notified when the transfer is finally complete.

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Answers

  • LostInFoundation
    LostInFoundation Member Posts: 4,466 Expert

    Three days or more is sometimes normal, unluckily. They can also be faster, but is not guaranteed.

    And I’m not so sure it is an automated system

  • bobbybass
    bobbybass Member Posts: 8 Member

    kind of ******. Been waiting for a week and two support requests. Obviously need to spend more in the support department.

  • Addyjay
    Addyjay Member Posts: 6 Newcomer

    4th day now. Still awaiting @Kaiwan_NI are you able to help?

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 12,971 mod

    @Addyjay Not sure what happened to the automatic request. For contacting support, you only submitted your request yesterday, my colleagues should get back to you in a couple of days. We have a little backlog due to the recent big Easter weekend. Sorry for the wait and thanks for your patience.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 12,971 mod

    @bobbybass Once again, my colleagues got back to you earlier today.

  • Addyjay
    Addyjay Member Posts: 6 Newcomer

    Thanks for the update @Jeremy_NI. It does make it hard to know what's going on when there's is not a confirmation when you submit a transfer request that its even gone through. I'll keep my eye out for supports response.

  • ruben
    ruben Member Posts: 8 Member

    same here .. I am waiting 6 days now for a tranfer ID. I don't know if NI is on holiday or systems are down. I get no answer from them

  • Addyjay
    Addyjay Member Posts: 6 Newcomer

    Keeping my fingers crossed that it some sort of reply comes today as I’d really like to hand over the software to the new owner.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 12,971 mod

    @ruben It seems my colleagues got back to you this morning.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 12,971 mod

    @Addyjay I've escalated your ticket. Someone should get back to you.

  • Addyjay
    Addyjay Member Posts: 6 Newcomer

    Thank you @Jeremy_NI

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 12,971 mod
    edited April 2023 Answer ✓

    Little update on the topic, as I got more info.

    Most of the time, automatic transfers work. For some of the transfers, it is not possible to do it automatically (wrong kind of licence, licence dependencies between products, NFRs, etc...). In this case the user should be notified and transfer has to be done manually. It usually takes 24 hours for agents to complete the process but we still have a backlog at the moment so it takes a couple of days more. You should be notified when the transfer is finally complete.

  • tonytee
    tonytee Member Posts: 2 Newcomer

    Hello, all—

    I submitted a license transfer request last Friday 6/7 for a Maschine MK2 which I've sold. Today is Thursday 6/13, and I don't have a response. I did receive a confirmation that it had been submitted on 6/7, but nothing since. There are no "pending transfers" in my account, and the license which was in my product list is gone.

    It seems I'm in limbo. I submitted a support request on Wednesday 6/12 in morning, but didn't receive a support ticket number or anything, and no word from them over 24 hours later.

    Any ideas on how to proceed? I'm trying to help the buyer as much as possible, as he's had the piece over a week and can't do anything with it.

    You help is so appreciated.
    Thank you!

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 12,971 mod

    @tonytee My colleague got back to you on Monday at 11:27 in support request 4307959. Please check your spam folders, etc…

    this is what they wrote:

    Thank you for requesting a license transfer for your NI product!
     
    Due to technical reasons the following has been manually removed from your account, so no Transfer ID was generated:
     
    xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx   MASCHINE Mk2 WHITE
    xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx  KOMPLETE ELEMENTS MK2 Maschine MK2 Edition
     
    Simply forward this info to the person who is receiving the serials from you and ask them to use Native Access to register, download and activate their software:

    (I"ve removed the serial numbers since it's a public forum).

  • tonytee
    tonytee Member Posts: 2 Newcomer

    @Jeremy_NI — thank you sooooo much for getting back to me, Jeremy. This is good news.

    My ISP has been undergoing changes. I searched Spam, Bulk, Deleted … I have nothing. Is there any way to get the actual info/numbers above from you privately? Perhaps through DM here? They're gone from my products list, and not sure he's got them. We do have the "Maschine's" hardware serial, but I believe he needs the software info above.

    I can also give you a better email address if that's helpful. I'd really love to forward the info to him ASAP.

    SUPER-HELPFUL, Jeremy. Thank you so much!

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