License Transfer Request not working?

james_s
james_s Member Posts: 6 Member
edited February 4 in Komplete General

Hi,

I've sold a duplicate copy of Straylight that I have, and when trying to do the License Transfer Request, I can select Straylight ok, and then go on to the review page ok.

I tick the "I agree to the terms and conditions" then press the 'send transfer request to NI button' and then I get a web error message;

Oops, an error occurred!

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I've tried this on different browsers, on a different machine, on my phone and keep getting this error.

I've tried sending a support request to NI, but I've not had any email confirmations about that either.

Any ideas? As said, I have someone waiting for their Transfer ID, and presumed this would be a straight forward process ...

Best Answer

Answers

  • Kubrak
    Kubrak Member Posts: 2,764 Expert
    edited February 4

    Hard to say, it is weekend, maybe some maintenance works????

    Anyway, it is much better to prepare the transfer before offering the sale. It is possible to cancel the transfer prepared later on, if no buyer occurs....

    Probably the only way is to try again few times.... And if it does not work open the ticket.

  • james_s
    james_s Member Posts: 6 Member

    Thanks for your thoughts.

    When I first put it up for sale, I tried doing the transfer request then, and it did the same thing, so I presumed it was maintenance etc

    I then totally forgot about it until today, when the item sold - either I’ve been unlucky and hit maintenance twice, or there is something else going on, which is why I wondered if it was working for anyone else, or if anyone else had seen this.

    I’ve tried it with different browsers, with different NI products etc, and always the same result 😔

  • Kubrak
    Kubrak Member Posts: 2,764 Expert

    I haven't heard about such an issue ever.

    Maybe @Jeremy_NI might help, if even Support Ticket does not work in your case....

  • james_s
    james_s Member Posts: 6 Member

    Thanks again. I would have been happier if my support request had had an email confirmation- again, that does seem odd, but could also be because it is the weekend.

  • james_s
    james_s Member Posts: 6 Member

    I've tried it again this morning, and it still fails, so it clearly is not just maintenance.

    I've not had any confirmations about a support request either - is that normal?

    The only thing I can think of - I have changed my email address since originally ordering the item - could that make a difference somehow?

    @Jeremy_NI any help here would be much appreciated, as I can't get it to work, and I'm not even sure that I'm going to get a response from support, as I'm not sure that is working either ...

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 8,935 mod
    Answer ✓

    @james_s I don't see a request from you in our system, please use this typeform: bit.ly/NI_support_PA

    And make sure to answer these questions to be able to submit a request:


  • james_s
    james_s Member Posts: 6 Member
    edited February 5

    @Jeremy_NI I did all that, and it appears nothing has come through. I've also now tried changing my email address back to the original address I used to use, and that has now flagged all my libraries as not transferrable, so I have moved my email address back again - it still says not transferrable.


    Basically, I've got a totally broken system, just want to generate a transfer ID, and don't seem to be able to get anything to work! Help!!


    I've just tried this again, and put my old email address in, and that has sent me an email with the support request number (4216330). That suggests the email addresses are messed up somewhere ...

  • Kubrak
    Kubrak Member Posts: 2,764 Expert

    I've not had any confirmations about a support request either - is that normal?

    No, confirmation is, IMHO, sent automatically within seconds/minutes since entrering the request. No confirmation is the sign, it haven't reached the System. It got lost because of some kind of reasons.

    I used have the same problem (with lost Support Requests) years ago using certain web browser. After swithing to different one things started to work. Maybe it was a bug/behaviour that time that was removed/fixed later on, maybe it is still there...

    In any way, no confirmation, no Support Request in the NI system... Most probably. Also the email might get lost somewhere or be refused as spam by email server....

  • james_s
    james_s Member Posts: 6 Member

    @Kubrak Thanks - that was my concern, and by putting in my old email address, it seems I've got a support request through. Hopefully that will allow things to move forward!

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