Wrong serial number message (licensed version, valid serial number)

[kcrossen]

My machine died and I'm trying to reinstall on another machine.

I bought (and downloaded) Elecard Converter Studio AVC HD edition version 3.0.80616 (beta) on June 16, 2008.

the email I got was as follows (I replaced the serial number I got with "xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx"):

The product is licensed to "Kenneth R Crossen".
The license key for "Elecard Converter Studio AVC HD edition" is listed
below. You will need this license key to complete the process and activate
the product. The license key and the text below originate from the software
publisher and may be written in another language.
Serial Number: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
To download or activate the software purchased, please follow the
instructions:
Step I. Downloading the Software.
Use this link to download the trial version
http://www.elecard.com/ftp/pub/ConverterStudio/EConverter_Studio_AVC_HD_edition.zip
Step II. Activate Elecard product with Elecard Registrator.
1. Install the software.
Note: in the last step of installation please, check the "Run Registrator"
box, or you can start Registrator from the Start menu;
2. You'll see the Elecard Registrator Window;
3. Choose the product you need to activate;
4. Click "Activate" button;
5. Insert your serial number into field: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
6. Follow the instructions of Elecard Registrator.
Please keep this letter in order to reactivate the software if you lose it.
You can also upgrade your software using your serial number.

Whenever I attempt to install w/ the above directions, by pasting the serial number above:

xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

into the Elecard Registrator "Enter serial number here" form, and clicking OK, I get the message "Wrong serial number".

I have tried a couple of versions from the initial 3.0.80616 (beta) to 3.0.80714, all with the same result.

I've searched the forum, no joy. I've already emailed your support more than a week ago, no joy.

Very frustrating.

[Helga]

Hello Ken,

In our system there is an email of January 7th'09 from our support team to you with the instructions for downloading and activation of Elecard Converter Studio AVC HD edition v3.0.

In case it did not reach you or you need any additional assistance, please do not hesitate to contact us at: sales@elecard.net.ru
I will be glad to help you.

[kcrossen]

I did not receive the email. I've been checking my spam for "elecard"

[kcrossen]

Let me restate that more accurately. Yes, elecard did send an email (shown below) but is only announced the creation of a ticket, it gave no help or instructions at all. So I'm still not able to use the program I bought from you.

Thank you for contacting the Elecard Technical Support team.  This is an automatic acknowledgement of the receipt of your email.  Your inquiry will be replied within 2 business days.

This email is sent from the Elecard Ticket Request System.
Please do not delete the ticket ID from the email subject when replying our emails. It will help us track your request history thus support you more efficiently.

A new ticket has been created. Ticket ID: 2009010720614

For online help, please visit our Technical Support KnowledgeBase at:
http://www.elecard.com/support/kb/

Share your opinion on Elecard products at Elecard forum http://www.elecard.ru/forum/


Regards,
Elecard Technical Support

[Helga]

Ken,

I've just sent you an email myself including the product and activation details.
If it does not reach you, please inform me with your next message here.

[kcrossen]

All I ever get from you is acknowledgment w/ new ticket numbers. I've checked my spam for "elecard" and by eye, nothing. I'm wondering if you have the correct email for me. My profile has my correct email, which I just tested. Also your Ticket ID emails are going to the correct address. Your advice and instructions are apparently not going to my email. By the way, I've already followed your instructions that you send originally when I bought the product and they don't work anymore. They used to work, the product did once work on the machine that died.

This (below is all I got):

[Ticket#20090120203272] Ticket ID: 2009010720614 -- I [...]
            
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Why is this spam/nonspam?
Elecard Sales
 to me
   
show details 7:50 AM (2 hours ago)
   
   
Reply
   
   
Thank you for contacting the Elecard Sales Department.  This is an automatic acknowledgement of the receipt of your email. We will be glad to reply you within 2 business days.

This email is sent from the Elecard Ticket Request System.
Please do not delete the ticket ID from the email subject when replying our emails. It will help us to track your request history.
A new ticket has been created. Ticket ID: 20090120203272

With Best Regards,
Elecard Team.

[kcrossen]

It finally did come through, hours after it was sent, to spam. I'll try it out. Thanks

Ken

[kcrossen]

Yes, it did work.

Thank you, Olga.

BTW, did you know that FireFox (3.0.4) objects to your security certification because they claim it is self-issued. This requires OKing an exception while reading a very frightening message.

Thanks again, Ken

[kcrossen]

Question, the original serial number that was sent when I bought your product does not work. The new serial number does work. Do serial numbers "expire"? When I bought the product, my understanding was that my serial number would work for the product I bought (plus some number of subsequent upgrades) "forever". Is this understanding correct?

Ken

[Nick]

We change serial number each time when we change major version, e.g. 2.1 to 3.0. You should get new serial number for using product. Thank you.

[Emil_Issabekov]

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