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

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  • Atticka
    replied
    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

    Leave a comment:


  • smikkelsen
    replied
    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

    Leave a comment:


  • Rupp
    replied
    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.

    Leave a comment:


  • smikkelsen
    replied
    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.

    Leave a comment:


  • Rupp
    replied
    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?

    Leave a comment:


  • smikkelsen
    replied
    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

    Leave a comment:


  • Rupp
    replied
    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

    Leave a comment:


  • smikkelsen
    replied
    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.

    Leave a comment:


  • Rupp
    replied
    Originally posted by smikkelsen View Post
    I have the same issue. I have been trying for weeks to get someone at support to help me. I've emailed multiple times, and opened multiple tickets. I got a single response one time that asked for a screenshot. Never heard from them again.
    Did you send the screenshot as neither of these ticket have been responded to.

    Leave a comment:


  • Rupp
    replied
    Originally posted by smikkelsen View Post
    HSOTHER-184
    HSOTHER-186

    My father opened a ticket last week too after I stopped getting a response on 184. The process of looking up my requests show that NONE of my responses/replies to the emails are showing up in these tickets. I'm not sure if the ticketing system is broken, but that could explain why nobody responds.
    Your 184 ticket was responded to a few minutes after you opened the ticket 6 days ago. You then first responded back 4 hours ago and the ticket is being worked.
    Ticket 186 was created 6 hours ago and was responded to within an hour after opening. No response has been returned.
    So please check your timelines and be sure to check for our responses.

    Leave a comment:


  • smikkelsen
    replied
    HSOTHER-184
    HSOTHER-186

    My father opened a ticket last week too after I stopped getting a response on 184. The process of looking up my requests show that NONE of my responses/replies to the emails are showing up in these tickets. I'm not sure if the ticketing system is broken, but that could explain why nobody responds.

    Leave a comment:


  • Rupp
    replied
    Originally posted by smikkelsen View Post
    I have the same issue. I have been trying for weeks to get someone at support to help me. I've emailed multiple times, and opened multiple tickets. I got a single response one time that asked for a screenshot. Never heard from them again.
    What are your ticket ID's and I'll have a look.

    Leave a comment:


  • smikkelsen
    replied
    I have the same issue. I have been trying for weeks to get someone at support to help me. I've emailed multiple times, and opened multiple tickets. I got a single response one time that asked for a screenshot. Never heard from them again.

    Leave a comment:


  • akirkby
    replied
    Also having the same problem. Raised a ticket with them.

    Leave a comment:


  • Rupp
    replied
    You guys need to put in support tickets for this issue.

    Leave a comment:

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