DV Rack 2.1 update now available

Steve Shovlar said:
Looks like Serious Magic are going to arrive at work and be snowed under with customers asking how to activate their product!
Click to expand...

Actually, the posts on this thread represent all the cases of this problem that we know of. DV Rack's Technical Support Crew reports that they have not had any calls regarding activation problems. But that's beside the point: we're not happy when any customer has any problem with one of our products. In this case, we unfortunately have to pass the buck to Softwrap because our support crew has limited avenues for troubleshooting activation problems. If someone at Softwrap is not able to resolve the problem for you, please let us know--we'll light a fire under 'em.

I'm curious whether each of you who has had activation issue with this patch either beta tested DV Rack 2.0 or ran into activation problems upon installing 2.0 in the first place.

Finally, let me repeat once more for the record: we recommend selecting "Upgrade Now" to activate the patch, not any of the Activate License options.
 
As previously noted, I beta-tested DV Rack 2.0 HD. I had no trouble installing and activating 2.0. "Upgrade Now" takes me to a form asking for credit card information. The activation options all fail, although I haven't tried replacing the "SER" prefix with "1" yet -- I didn't see the comment until I got to the office, we're having a security audit today and I didn't have time to deal with Serious Magic's tech support before heading out this morning.

Here is what I did last night on my laptop:
  • Uninstalled DV Rack HD V2.1 & DVCProHD Decoder
  • Deleted the Serious Magic folder that was left behind
  • Deleted the HKLM\Software\Serious Magic registry keys
  • Installed DV Rack 1.0
  • Tried to install HDV Powerpak, couldn't because DV Rack 1.0 wasn't activated
  • Tried to activate DV Rack 1.0, couldn't because on startup it wants to activate and fails with a fatal error
  • Downloaded patch for DV Rack 1.0 to allow it to activate.
  • Installed HDV Powerpak
  • Tried to install DV Rack HD V2.0, couldn't because HDV Powerpak wasn't activated
  • Tried to activate HDV Powerpak, couldn't because the activation failed
  • Downloaded patch for HDV Powerpak
  • Activated HDV Powerpak
  • Installed upgrade from HDV Powerpak to DV Rack HD V2.0
  • Activated DV Rack HD V2.0
  • Installed the DV Rack HD V2.1 patch, watched the laptop reboot itself at the end of the process
  • After Windows restarted, I tried running DV Rack HD V2.1, got the dialog with the Trial, Upgrade, Activate options.
  • Tried Upgrade, got the form to enter credit card information. Exited.
  • Tried Activate, had all combinations of actual user name/e-mail address/ "SER" prefix that was already in the control, and Activation Code/Purchase Ref with and without the "SER" prefix rejected.
Would it be possible for Serious Magic to offer an exchange program where users can trade in all the previous product CDs and activation codes for a new DV Rack 2.1 HD disk and activation code that doesn't require us to jump through all of these hoops?
 
the_other_Mark said:
...we unfortunately have to pass the buck to Softwrap...
Click to expand...

Interestingly, it is precisely your use of Softwrap that turned me off DV Rack 2.0 HD in the first place. Even the trial versions were not without problems (due to Softwrap). A shame really, as you have a great product.
Please post here, should you ever use a different software licensing system.
 
OK I have got it to work. I had to click on "upgrade now" rather than activate. It then accepted all the information. It did take a minute or two to start up and I thought it had hung whilst searching for updates, but I left it and it now seems to be OK.

Thanks
Steve
 
THoff,
While you get an "A-" for effort,* I can't help thinking you jumped the gun a bit. The logical first step would be to contact Softwrap (or perhaps our tech support desk). I realize that no one was available yesterday evening when you ran into this problem, but that didin't dictate jumping through all those hoops. I mean, if my new car started acting up on the way home from the dealership but their service desk had already closed, I wouldn't immediately grab my wrenches and start rebuilding the engine.

Being on the R&D side of things, I'm not aware of a formal policy regarding an exchange program for customers who have upgraded, but if you contact customer support (customerservice@seriousmagic.com, or 916-985-8050, Option #3) they may be able to work something out.

*The full "A" is reserved for those who reinstall Windows. To nail down an A+, you'd have to buy a new computer.
 
I'm a software engineer in real life and don't mind futzing with computers.

That, combined with the fact that I routinely make complete backup images of my computers, endows me with complete confidence and unbridled enthusiasm for screwing things up even more at the first sign of trouble.
 
Alas, another example of Product Activation causing problems for legitimate users... how sad -- this is such an excellent product, but alas, I cannot purchase due to my objections regarding Product Activation... :crybaby:

Hopefully this will be removed in a future version...
 
I was part of the beta team for DV Rack HD 2.0 (not 2.1). My 2nd computer, a new laptop arrived just a few weeks ago and never had the beta installed. I don't want to try installing an update on that one incase the same problem occurs, then I have no computer to work with.

I had some problems before getting DV Rack HD 2.0 to work (not 2.1), so contacted Softwrap, and they gave me the full code, SER and the number I already had. So I can't see what Softwrap can do for me, but for provide the same number again, but I will contact them.

When I choose the "Upgrade Now" option, the credit card payment window comes up, no other option to input Activation Code details.

I have to agree with THoff, and it crossed my mind, how can I get a DV Rack HD full install to 2.0 or preferably 2.1? I will contact Softwrap and await their response. I'll keep you apprised.
 
ok, here is where I am at.

I emailed Softwrap, was after hours as I am in Australia, so I anticipate I will hear from them during US trading hours. I decided to keep trying while I wait.

1. I Add/Removed programs >> removed DV Rack HD 2.0 upgrade; then
2. I Add/Removed programs >> removed DV Rack HD 2.0; then
3. Fired up DV Rack 1.0, which triggers HDV Rack (DV Rack 1.0 and DV Rack PowerPak remained installed).
4. Cool, so I reinstalled DV Rack HD 2.0, fired it up, it executes fine, assume it will function like before; then
5. This time, instead of installing the DV Rack 2.0 HD upgrade Patch as a standalone exe, I chose to upgrade from within DV Rack HD 2.0 application. The download completes, says press finish to start install of the patch. NEXT >> "DV Rack 2.0 SD Patch - Please purchase DV Rack 2.0SD first".
6. DVC Pro HD Decoder, license now drops out.
7. ok, this is weird. Let me try installing the DV Rack HD 2.0 upgrade Patch, close all applications and do so. I do so and I get all the Activation Code failures as before, refer to previous above posts in this thread.
8. Uninstall DV Rack HD (including upgrade), reboot, reinstall DV Rack HD 2.0 upgrade, Re-install Existing Licence, I am back up and running with DV Rack HD 2.0 (v.2.0.1557.0 HD), not the 2.1 upgrade.
9. Run DVC Pro HD Decoder, asks for Activation Code, because of the drama above, "The Activation Code has already been used in a successful activation or purchase. It can not be used again. Please e-mail support@softwrap.com" I will email Softwrap. I note that on my other Laptop, the one I now used for HVX capture (2nd computer), I never activated DVC Pro HD Decoder, so it appears this HD 2.1 Patch install/uninstalling a number of times has gobbled up those 2 licenses, as I can't activate it on the new laptop either....
10. I grew some, and decided to have a go at installing the DV Rack HD 2.1 Patch on the new laptop, using the "check for updates" from within DV Rack HD 2.0. The result was "DV Rack 2.0 SD Patch - Please purchase DV Rack 2.0SD first", same as item 5 above. This result seemed a little strange to me as this new laptop did note have any beta software ever installed in it.

Personal Comments:
A. This post is to note chronology of my procedures and perhaps get some procedural help somewhere/someone to Activate these licenses.
B. Softwrap is not what I expected, nor do I fully understand how it works and how it acknowledges activation/de-activation, however, I understand SM wanting to protect their intellectual property rights.
C. I would prefer to have some install straight from the most current version, like V2 or V2.1, not a stack of upgrades, and I wish to express all my concerns if some license drop out occurred in the field in the middle of a production and I do not have all the patches and/or internet access to d/l them or to activate it, if required? This may require me learning more about the licensing to ensure this never happens, or if it does, how to cure it in the field.
D. I still think, imo, DV Rack is one of the most innovative software applications for video production and really am glad to have it, thank you SM, I hope we can get this sorted out quickly.
 
I have had success and the product upgraded.

There is a link to the file HD or SD -m I downloaded and installed HD vers.

Started DVRack and was given three options. I chose Upgrade despite being given advice from Serious MAgic to use "Update" (which was not an option available).

Upgrade worked despite a cryptic puzzling reference to a mystery Licence Holder ikejobs@netscape.net (????)

My own name is now in the Licence Holder Field ( go figure) and all is working.

HOpe we dont see any more patches anytime soon !
 
I installed the dvrackHD (not the upgrade), activated it with the code sent by SM. Everything fine so far. DVRack does not start automaticly.

When I start the program I get the same Softwrap screen asking me to activate the program...

Now what?
 
In response to my post #29 above, I had a quick reply from Softwrap, and the representative somehow had done something so that my DVCPro HD Decoder licenses were re-activated, for both of the 2 allowed installs. wow.

Re: DV Rack, Softwrap representative asked for my SW2 files. I just emailed the 2 files to them, one from each laptop install, and during US trading hours the Client Liaison Department at Softwrap will assess them, and I guess they will either issue/activate me new licensing activation or..... ?

Best bet is to email, support@softwrap.com and see where they take it from here.:undecided
 
I also got a fast response from SoftWrap, but as the laptop is not mine I have no admin rights to it and can not kill the SW2 files in safe mode...

Story to continue tomorrow when the helpdesk guys get here...
 
Fast response from SoftWrap, they installed more re-installment rights for me and now DVRack HD works fine.

Still no idea why the first (& second etc) try did not work.

DVRack IS a great product. I hope that from now on it comes bundled with PPro...
 
Softwrap confuses me how it works (or doesn't work). :D

I doubt DV Rack will be bundled with PPro, not for a long while. As i am gearing up for PPro and CineForm, this makes for a nice move, the SM take over by Adobe. DV Rack blows me away. I would never have thought I could record HD this way a year ago. :thumbsup:
 
Downloaded the patch, ran it. Without a reboot, started up DV Rack which gave me the Upgrade Now option (1 of 3 options). I clicked that and it spit out the license print screen. Saved that. Tested the recording with BootCamp 1.1.1 and 2GB RAM. Worked great, no more hangs.
 
Very frustrating Update to DVRack 2.1

Very frustrating Update to DVRack 2.1

Can someone please tell me what you put in the activation fields????

To re-activate an existing license, please insert your details below.

The "License Holder" field automatically put in "SER",, so I filled in the remaining SER-***-**************** (total 19 digits)

The "Purchase Ref" field was blank, and I've tried everything, my name, p.o., email, etc..

Any assistance greatly appreciated
(DVRack must be celebrating the Adobe acquistion - I haven't received a reply in 21hrs).


============================================

To: support@softwrap.com
Sent: Friday, October 20, 2006 10:04 AM
Subject: Re: Re-activation after update to 2.1


Dear DVRack Support,

I've tried a number of combinations to re-activate after updating the DVRack 2.1 patch... to no avail..
"Activation Code not recognized. Please check that you have entered the details correctly."

What is "Purchase Ref" --- those exact words are not used in the email you sent with my initial purchase. If it's the Activation code, could you please stick to that term!!!!!!!!!!!!!!
NEXT: what the heck do I enter for License holder? One would think it would be the purchaser's name????? or email??? , but that's not working for me.

I've done a thorough search thru my dvrack emails, and there's not a single "purchase ref" in them.

Forgive my frankness, but this really shouldn't be so damn difficult.

Kind Regards,

Rick Jacobs
 
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