Can someone with authority please take a look at this?

[Phil Leigh]

Sorry if this is the wrong place to post this but there didn't seem to be a dedicated sub-forum for support issues. This message was posted on www.astronomyforum.net by one of the Mods...

http://www.astronomyforum.net/astrophotography-image-processing-forum/136707-pixinsight-software-problems.html

I think someone should try and get in touch and help this chap out. Pi has had a lot of good publicity on this particular forum recently and it would be a shame to lose that benefit.
regards
Phil

[sreilly]

Phil,

I read the thread and I know he's frustrated but to be honest, it's a personal responsibility to backup your computer and maybe even print out important e-mails. It's easy to blame everyone else for not doing your due diligence. It's not a question of if but rather when the computer dies. That said, below is the quoted information directly from my license e-mail with the appropriate information blocked. It looks like a little patience and he should be back up and running.

"2. Downloading Commercial PixInsight Software

Your commercial PixInsight license has an associated user account on our servers. Your account allows you to access our software distribution website, where you can download your copies of PixInsight for all supported platforms and operating systems. Here are your personal account data:

-------------------------------------------------------------------------
Username : xxxxxxx
Password : xxxxxxxxxxxx
-------------------------------------------------------------------------

Note that this account is strictly personal and non-transferable, as it is part of the End User License we have granted to you. This means that you can not share your user account data with third parties.

Our system has encrypted your password in our databases and we have no way to retrieve it for you, so please don't lose it. If you lose your password, you'll have to contact us to obtain a new one, but we'll ask you to authenticate yourself with your user identifier (see section 3 below).

To download PixInsight, visit the following URL with your browser:

   http://dist.pixinsight.com/

and specify your user account data above to log in. This will direct you to our software distribution interface. This interface is similar to a file browser, where you can follow links to download installation files. Choose the latest version(s) available for your platform(s) and operating system(s).

Note that your user account is permanent. This means that you can always use it to download copies of your licensed PixInsight software, whenever you need them. For example, when we release new versions of the PixInsight platform, or new or updated PixInsight modules, you may visit our software distribution website to download your licensed copies."


Steve

[Phil Leigh]

Hi Steve,

I don't disagree with anything you say - his problem is that he's lost his user id+password, so can't re-download the software and he doesn't seem to be getting any response yet from the Support Team. I'm not blaming anyone, just trying to bring this to someone's attention that can help this registered user use the software he has paid for.

I do think that the support page should have a "request new password" button that sends a password to the registered email address, just like 90% of similar sites - including ones for Banks and other fairly "secure" sites.
Kind Regards,
Phil

[Carlos Milovic]

From what I understood, the problem is that he forgot the user and password to access the software distribution system... Juan is the only one on the team that can solve that. So, tell him to have a little patience. I'm sure Juan will send him a new password soon.

[Juan Conejero]

Hi Phil,

Thank you for pointing this out. Our team has answered this support request this morning. The original request was made on Sunday. Although we usually carry out support tasks during weekends, it has not been that way in this case, so we saw this request yesterday morning. Along with this, it seems there have been some identification issues with the license in question, which explains why we have responded slightly beyond the usual 24 hour period. I hope everything is sorted out now.

[Juan Conejero]

Hi Carlos,

Juan is the only one on the team that can solve that.

Fortunately, we now have some help with these tasks

[Carlos Milovic]

Hi Carlos,

Juan is the only one on the team that can solve that.

Fortunately, we now have some help with these tasks

Looks like that he isn't the only one with delayed mail responses

[Juan Conejero]

I do think that the support page should have a "request new password" button that sends a password to the registered email address, just like 90% of similar sites - including ones for Banks and other fairly "secure" sites.

I agree, and we'll try to implement this feature. It is not trivial however, and we have many other priorities. However, requesting a password reminder is just a matter of writing to our support email. Usually all problems are resolved in a few hours. This is the first time we have had a similar problem, in fact. I honestly think we work very hard and very well to support all of our users.

A single commercial PixInsight license allows you to install and use PixInsight on any computer, on four supported platforms without restrictions. This means that our licensing system does not link a license to a physical machine, as is the case with most software products. Instead of the user's machine, our license depends on the user's identity. This also means that the user is entirely responsible for the use he or she makes of our software. This system poses specific security issues that we have to address in special ways.

As for the rest of opinions and judgements made on the forum thread you have posted a link to, I have no comment to make whatsoever.

[Juan Conejero]

Looks like that he isn't the only one with delayed mail responses

But for very different reasons... 

[Phil Leigh]

I do think that the support page should have a "request new password" button that sends a password to the registered email address, just like 90% of similar sites - including ones for Banks and other fairly "secure" sites.

I agree, and we'll try to implement this feature. It is not trivial however, and we have many other priorities. However, requesting a password reminder is just a matter of writing to our support email. Usually all problems are resolved in a few hours. This is the first time we have had a similar problem, in fact. I honestly think we work very hard and very well to support all of our users.

A single commercial PixInsight license allows you to install and use PixInsight on any computer, on four supported platforms without restrictions. This means that our licensing system does not link a license to a physical machine, as is the case with most software products. Instead of the user's machine, our license depends on the user's identity. This also means that the user is entirely responsible for the use he or she makes of our software. This system poses specific security issues that we have to address in special ways.

As for the rest of opinions and judgements made on the forum thread you have posted a link to, I have no comment to make whatsoever.

Juan - thank you for resolving this. I think those "opinions" were born out of frustration. I did my best to try and calm things down - just trying to be helpful.
Kind regards
Phil

Oh and thanks again for great software which I was very happy to pay for :-)

[Sean]

"As for the rest of opinions and judgements made on the forum thread you have posted a link to, I have no comment to make whatsoever."

Juan shows admirable constraint here, but I won't. As a software developer myself, I find this type of "user" extremely frustrating. If he would put half the effort he spent in writing long diatribes filled with half-truths into properly maintaining his computer, he'd be a lot better off!

I run 5 computers at home now, with various operating systems, and of course things happen from time to time. At least I have the graciousness to not blame the software developer when, because of my own shortcomings, I have to wait a precious day or two to get a problem resolved. The customer is definitely not always right.

I find PI technical support to be of very high quality.

Sean

Added - I wanted to thank Phil for trying to facilitate communications here.

[vicent_peris]

"As for the rest of opinions and judgements made on the forum thread you have posted a link to, I have no comment to make whatsoever."

Juan shows admirable constraint here, but I won't. As a software developer myself, I find this type of "user" extremely frustrating. If he would put half the effort he spent in writing long diatribes filled with half-truths into properly maintaining his computer, he'd be a lot better off!

I run 5 computers at home now, with various operating systems, and of course things happen from time to time. At least I have the graciousness to not blame the software developer when, because of my own shortcomings, I have to wait a precious day or two to get a problem resolved. The customer is definitely not always right.

I find PI technical support to be of very high quality.

Sean

+1

V.

[filicz]

+2

[enzosantin]

+3
Enzo

[Silvercup]

+4