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BT 2022 Activation issue

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7 comentarios

  • Avatar
    Xabier Clemente
    Moderador

    Hello Maurice,

    Thank you for reaching us with your query.

    Issues related to BarTender Licensing and Activations such as deactivating your provisional activation will need to go through our regular support channels. If you have a Maintenance & Support agreement active with us, then you can reach us via web-form, chat, or phone. If not, we still have some regular support channels available to you, such as the web-form.

    In order to access support, go to our Get Support page and enter your Support Number, this will automatically check your support status and provide you with links to your available lines of support. Also, please be sure to have your BarTender Support Number with you ready when you reach us as our technicians will have to check on your license and see what the status is from our side.

    Let us know how it went!

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  • Avatar
    Maurice Rieu

    Hi Xabier,

    Thank you for your response. I've already started a request, but it's been four days without any response.
    So I thought lets give it a try here. But I will wait their response and post back the results here

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  • Avatar
    Xabier Clemente
    Moderador

    Hi again Maurice!

    After checking your ticket it seems your BarTender license is currently on a "Free Support" plan, to which there are no guaranteed response times, although given the ticket's priority level, a technician should reach you shortly.

    That being said, it seems that your Maintenance & Support Agreement contract expired for the license you provided, which unfortunately means that some features, such as provisional activations or upgrading your BarTender version, are not available for this license (which could be the issue that is being triggered when trying to activate your software again). You can read more on this topic in our Provisional Activations article:

    "Provisional activation allows you to activate a full BarTender 2019 and newer license on one computer for a temporary period, while your older license remains active in production. You must have an active maintenance agreement with your license in order to provisionally activate."

    If you'd like to renew your Maintenance and Agreement contract with us, please, let me know and I can arrange a call with one of our sales technicians who'd be happy to guide you through the renewal process. :)

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  • Avatar
    Maurice Rieu

    Okay that makes sense, at least according to the Provisional Activation article...

    But do I also need a Maintenance & Support Agreement if I want to update from 2016 to 2022 without the Provisional Activation?
    In other words, if I deactivate the 2016 Server and I activate the 2022 Server, that won't work without the ageement?

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  • Avatar
    Xabier Clemente
    Moderador

    I don't believe it will work, since the free version upgrades are locked up behind the active Maintenance & Agreement plan and the license was purchased as a BarTender 2016 version:

    "This MSA sets forth expectations for Technical Support between you and Seagull Scientific’s Technical Support team, including:

    a. Who is authorized to submit an Incident
    b. How to submit an Incident
    c.  How and when a support ticket is qualified
    d. What types of Incidents are supported
    e. How and when our Technical Support team responds to and closes a reported Incident
    f. The availability and access to the Technical Support team
    g. Access and rights to software updates and upgrades"

    Let us know if there is anything else we can do you for.

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  • Avatar
    Maurice Rieu

    So basically we have to pay to upgrade... 

    Can you get me in contact with sales then?

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  • Avatar
    Xabier Clemente
    Moderador

    Our sales technicians have been notified and they will reach you ASAP.

    If there is anything else we can do you for, please feel free to reach us again; if not, have a great day! :)

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