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HS4 License Registration Issue - License entered, will not connect/verify

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    #16
    Originally posted by smikkelsen View Post
    Rupp See items 2 and 3 in my last post. I did in fact reply within a few minutes of the request asking for a screenshot. Then an additional 2 times over the course of a week when I got zero responses. I'm happy to forward the email thread to someone that wants to fix the broken ticketing system.
    You need to login to the portal if you are using the new help desk or we will not receive your replies.
    https://dev.homeseer.com/servicedesk/customer/portal/2
    -Rupp
    sigpic

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      #17
      Please add that to the message that goes out then. There is zero percent chance a normal person who has contacted any other support helpdesk in the world would know this.

      A link to the ticket would be ideal. But seriously, emails come across as a conversation. You need to add something like

      ************************************************************ ****************************************
      WE WILL NOT GET YOUR REPLIES, PLEASE LOGIN TO THE HELPDESK TO REPLY
      ************************************************************ ****************************************
      Attached Files

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        #18
        Originally posted by smikkelsen View Post
        Please add that to the message that goes out then. There is zero percent chance a normal person who has contacted any other support helpdesk in the world would know this.

        A link to the ticket would be ideal. But seriously, emails come across as a conversation. You need to add something like

        ************************************************************ ****************************************
        WE WILL NOT GET YOUR REPLIES, PLEASE LOGIN TO THE HELPDESK TO REPLY
        ************************************************************ ****************************************
        I'm trying to figure out why we received some your responses today but not earlier. Did you respond from a different email account?
        -Rupp
        sigpic

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          #19
          Originally posted by Rupp View Post

          I'm trying to figure out why we received some your responses today but not earlier. Did you respond from a different email account?
          I don't believe any of my replies on email ever showed up. When you asked for ticket numbers, I tried finding them in the email, and couldn't. So I logged into my account and found the "requests" section, where I saw the tickets as well as status of "waiting on customer". I opened them and saw that none of my replies were included in the tickets. From there on out, I logged in and posted all replies directly on the ticket as opposed to replying to the emails.

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            #20
            Originally posted by smikkelsen View Post

            I don't believe any of my replies on email ever showed up. When you asked for ticket numbers, I tried finding them in the email, and couldn't. So I logged into my account and found the "requests" section, where I saw the tickets as well as status of "waiting on customer". I opened them and saw that none of my replies were included in the tickets. From there on out, I logged in and posted all replies directly on the ticket as opposed to replying to the emails.
            I've ask the help desk devs to look into this issue. Sorry for the inconvenience.
            -Rupp
            sigpic

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              #21
              Originally posted by Rupp View Post
              I've ask the help desk devs to look into this issue. Sorry for the inconvenience.
              thanks, I appreciate you jumping in to assist

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                #22
                Also having this issue, opened a ticket on the dev portal
                Ticket#HSCS-9593

                Newly imaged Pi4, trying to use my licensed I purchased back in Aug of 2020

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