Support very Bad not reply not Help

ik2duw · Post by **ik2duw** » Wed Aug 30, 2023 5:52 am

I have asked more than 4 times for assistance for my 2024 renewed license, I have received only one answer and I have to complain that the support does not work, The BlueIris version 5 program for more than a week has been asking me for activation with the key and I I inserted it to the point that he told me to buy a second CASPITA license I spent around 150 euros for this program and even 3 months after the renewal it no longer works and assistance or support does not answer me what should I do? really disappointing this support. Thank you who helps me Antonello P.

TimG · Post by **TimG** » Wed Aug 30, 2023 6:13 am

Hi, so you add the key but it goes back to demo mode ? Does it work for a while and then go to demo mode or is it immediate like it rejects the key ?

Did you ever give your key to a friend so they could "test" BI5 ? That could cause this as the key can only be on one pc.

Anything in the LOG file when this happens ?

Let us know and we will try to help.

IAmATeaf · Post by **IAmATeaf** » Wed Aug 30, 2023 7:28 am

Are you sure you are entering the correct key(s)

You have the main BI 5 product key which you put in first followed by any valid support key that you have.

Also what is CASPITA?

ik2duw · Post by **ik2duw** » Wed Aug 30, 2023 11:06 am

EXACT I add the key and it goes back to DEMO mode - it seems that it refuses the key and tells me in another screen that I have entered the key too many times and I have to buy a second license
but the key was requested by the program and I did NOT enter it on my own initiative. I have NOT given the key to anyone friend to test - I have tried deleting the program also in the registry file, when after an update it was taking up too much memory.
How can I see the LOG file?

EXACT I add the key and it goes back to DEMO mode - it seems that it refuses the key and tells me in another screen that I have entered the key too many times and I have to buy a second license
but the key was requested by the program and I did NOT enter it on my own initiative. I have NOT given the key to anyone friend to test - I have tried deleting the program also in the registry file, when after an update it was taking up too much memory.
How can I see the LOG file?

ik2duw · Post by **ik2duw** » Wed Aug 30, 2023 11:09 am

Are you sure you are entering the correct key(s)

You have the main BI 5 product key which you put in first followed by any valid support key that you have.

Also what is CASPITA?

of course I have the key when I bought the program, and I have the key when I renewed the license, but neither of them works now.
For the word "WELL" to be an escalation word that Google Translate hasn't translated, nothing important.

ik2duw · Post by **ik2duw** » Wed Aug 30, 2023 11:15 am

one thing that makes me think bad about the support of why he replied via email only once he asked me for a screenshot, which I sent after which he no longer deigns to answer, not even to tell me if I sent or answered his right or correctly request.
I attach a copy of the email:
Hello,

I see the maintenance for your license Vxxx-xxxxx-xxxxx-xxxxx- is active, and does not expire until 2024. Can you please send a screenshot of what you're seeing on the About tab in Settings of the software?
Jennifer
Blue Iris Customer Support Specialist
jennifer@blueirissoftware.com

Jenifer be a specialist in not solving the customer's problem and ignoring it? I wrote to him 4 times

: blue-iris scheda.png (31.81 KiB) Viewed 1938187 times

: blue-iris scheda.png (31.81 KiB) Viewed 1938187 times

Edited by TimG to remove license number.

IAmATeaf · Post by **IAmATeaf** » Wed Aug 30, 2023 12:01 pm

It does say that you have activated it too many times. The statement re buying another license is only if you want or need a 2nd license.

Only support can reset the counter for your license and jn your post above you have your license key, please remove it as soon as as it can be abused by others.

TimG · Post by **TimG** » Wed Aug 30, 2023 12:38 pm

License obfuscated. TimG.

ik2duw · Post by **ik2duw** » Wed Aug 30, 2023 12:44 pm

by IAmATeaf » Wed Aug 30, 2023 2:01 pm
It does say that you have activated it too many times. The statement re buying another license is only if you want or need a 2nd license.

Only support can reset the counter for your license and jn your post above you have your license key, please remove it as soon as as it can be abused by others.

Thanks for the advice I removed the key in the post, what I don't understand is why I have to buy a new license - when did I pay and renew for 2024? Why doesn't support tell me this in response to my email and request for help? a deaf support not wanting to help me Jennifer Not helping and not responding. I activated the license because it was the program that told me to put the key.
It appears that the program doesn't work well and just wants money. Thanks again
I hope they at least tell me your license is no longer valid, we stole your money

IAmATeaf · Post by **IAmATeaf** » Wed Aug 30, 2023 2:12 pm

I am really surprised that support couldn’t or won’t help you as they are the only ones that can reset the counter for your license.

Must be really frustrating.

Jennifer is a she and she can’t or won’t help then I’m not too sure what to say.

Did you get into this state as a result of updating or replacing your BI PC or did it randomly just stop? There was an issue some 2 months ago where loads of peoples BI systems went into Evaluation mode due to backend server problem but I was under the impression that that had now been fixed and that support was dealing with and sorting out all licensing queries.