Error -41 and no reply from Sony

CRDFilm62 wrote on 7/19/2010, 10:18 AM
I had to uninstall and reinstall my Vegas Pro 9 software Saturday and I got the error -41 warning. Of course, being Saturday - apparently no one works on the weekend so what was I thinking - I could not get help from Sony in resolving this issue. I have now sent TWO requests for assistance and have yet to receive a reply. I am now more than two days behind schedule on my projects because Sony won't even speak to you now on the phone to activate your software. I am not paying $30 to activate something I've already paid for. I would appreciate it if someone at Sony would answer my requests so i can get back to work! It's ridiculous that you can't get phone support to activate your software, especially if they are going to impose limits on how many times you can install the software! I've been using Vegas for years (back when it was Sonic Foundry!) and I've never been out of commission for this long due to an activation issue. It's inexcusable!

Comments

vegasmon wrote on 7/19/2010, 1:43 PM
Sorry to hear about your issue..I had the same problem a few weeks ago.
Apparently they took the option away to call in and have it reset.
I could not send a message through there support online either ..kept getting server errors.
I ended up having to wait until Monday..I called , just chose the menu option to speak with sales.. they asked me a few questions and whola ! ... I was reset on the spot.
I think they need to bring that option back
Chienworks wrote on 7/19/2010, 3:20 PM
I do wonder at the number of people with this problem who say "i had to uninstall and reinstall ...". Why? What necessitated it?

I've been using Vegas / SoundForge / ACID / DVDA / etc. for, well, way longer than i can remember. I don't recall ever having to reinstall them. I've done multiple installations because i've got them running on several computers around the house, but don't believe i've ever reinstalled on the same PC. What's up with that?
Opampman wrote on 7/19/2010, 8:04 PM
I agree with Kelly. Started with Sound Forge V3 and upgrade to every version along the way and have never had to reinstall. Use it virtually everyday except when I am out shooting, I too have never had to reinstall and wonder what precipitated the need to reinstall?
Editguy43 wrote on 7/19/2010, 8:50 PM
Kelly, and Opampman
have'nt you ever replaced a hard drive, bought a new machine, had some type of failure, called sony and they said reinstall your software. If you have not than I applaud you and you are some kinda computer greats :-)
I have had to replace several Primary harddrives, changed OS's built new computers. and each time had to reinstall the software. I have only run into the -41 error once and that was with Acid music studio, I did a live chat with support and it was fixed. ]

anyway I think your question about why and your answer of I have never reinstalled is perhaps misrepresented, I am sure along the way you both have reinstalled. if you really never have then I appologise. to you both.

Paul B
TeetimeNC wrote on 7/20/2010, 2:20 AM
There must be a better way to do this authorization. The fact that it requires human interaction suggests there is something SCS looks at to determine whether this is a legitimate customer. Perhaps a better solution for the customers would be an online registration that could be revoked upon review by SCS. This would have the benefit of getting customers up and running immediately, even on weekends. And it would give SCS control over potential abuse of the system. Your thoughts?

/jerry
Chienworks wrote on 7/20/2010, 3:51 AM
Hmmmmm, now that i think of it, i did replace the drive in my laptop a couple years ago so i guess that might count as a reinstall. However that was a reinstall of the entire system because the old drive was fried, not just redoing Vegas because there were Vegas problems. Other than that i've never had a C: drive fail. I have built new computers with a new OS, but that doesn't count as a reinstall in my opinion. That's a new install. Once Vegas is running on that computer, i've never had to install it a second time. And no, i've never had a problem with Vegas itself that precipitated a reinstall. At worst, i've used the Ctrl-Shift-startup sequence to reset Vegas back to the original defaults maybe once.

I often wonder if most of the reported reinstalls because "Vegas wasn't working" would have been avoided by doing the reset instead.
Chienworks wrote on 7/20/2010, 3:52 AM
Jerry, the current authorization method already is an immediate online system that is revoked after it is used a certain number of times. What are you suggesting that is different from this?
Opampman wrote on 7/20/2010, 5:46 AM
Paul - Sure I have replaced hard drives, built new computers, and so on but the "reinstall" of Vegas, if you want to call it that has never been an issue. I just replaced the hard drive on my edit station a few months ago but even Vegas 5 registered automatically when I typed in the SN.
Editguy43 wrote on 7/20/2010, 9:58 AM
AHHH I see what you mean by "reinstall" I to have never had to reinstall vegas or any other SCS product, I just new install and play.

I like the reset veges choice, I have not used that but perhaps more users should instead of doing the reinstall, especially if they have been tweaking Vegas and then find themselves in a pickle and then trying to blame the product.

I wonder if the -41 hits if you "reinstall" or reautherize to many times in a short period of time, that might trigger a piracy thing with SCS.

Well anyway off to finish a wedding edit. Good day to all and to all a good day...


Paul B
TeetimeNC wrote on 7/20/2010, 6:25 PM
>Jerry, the current authorization method already is an immediate online system that is revoked after it is used a certain number of times. What are you suggesting that is different from this?

I'm suggesting they always grant authorization from the online system if the serial number is valid, but for authorizations going over the allowed number they may choose after investigation by a real person to revoke the authorization. I suggest this because there have been several instances of this online system shutting down valid customers in the past year, and with the office closed there was no recourse. I would be very frustrated if this happened to me in the middle of an important project on Saturday morning.

/jerry
TimTyler wrote on 7/20/2010, 7:42 PM
I've had to do fresh Vegas installs dozens of times over the decade. I've probably called to have my limit reset three times, maybe four. I've had your same problem of re-installing on a weekend and needing to wait until Monday to reactivate. It's a pain, especially when they could probably setup a call center in India to manage that for $50/week.

Sony should do what Adobe does with Photoshop. The Photoshop activation key must be deactivated from one installation before it can be activated on another. Theoretically a user could have Photoshop installed on unlimited computers and just move the activation whenever necessary. The switch takes just a minute when connected to the net.
Chienworks wrote on 7/20/2010, 8:21 PM
What happens when the computer's drive dies before you can deactivate the installation? Does that activation key get lost, go into limbo, or do they have a procedure for handling that?

The situation i've got that's similar is that Apple's iTunes only allows your account to be active on 5 computers at one time. However, 3 old computers got decommissioned without me remembering to deactivate them from iTunes. I'm now on my 4th activation on my desktop and 5th on my laptop, and i worry that i won't be able to transfer to the next computer i get. Could that happen with Adobe's scheme?
Chienworks wrote on 7/20/2010, 8:24 PM
I'm not sure what Sony could do after the activation is already granted. They could blackball the user afterward, but they would end up losing a customer. It's also difficult to prevent that user from making up a new name & contact information. Probably the only way to get that user's installation deactivated would be through legal action, and that would cost *WAY* more than the license is worth.
Editguy43 wrote on 7/20/2010, 8:59 PM
Kelly,

You probably already knew this (is so feel free to air thwack me in the back of the head) but as far as apple goes you can do a total reset once a year if you have reached your 5 limit, the choice only shows up if you have 5 activated and you have nor reset within the last 12 months.

Just my contribution. :-)
Geoff_Wood wrote on 7/20/2010, 9:51 PM
Wouldn't that be far more of a hassle ? I have Vegas installs of 3 desktop PCs and in different locations and a laptop.

It woud be handy to have a visual indication of avaiable activations on My Software webpage, to enable planning ahead.

geoff
Editguy43 wrote on 7/20/2010, 10:44 PM
The question is what is the maximum number if activations SCS allows? has anyone ever found out or asked sony.

Paul B
Chienworks wrote on 7/21/2010, 4:14 AM
Many ages ago i did 6 activations without any issue. I've heard rumors from dark distant ages of people getting 15 activations before having trouble.

Much more recently i had to call and get re-activationalized on the 4th one.
TeetimeNC wrote on 7/21/2010, 8:21 AM
>I'm not sure what Sony could do after the activation is already granted. They could blackball the user afterward, but they would end up losing a customer. It's also difficult to prevent that user from making up a new name & contact information. Probably the only way to get that user's installation deactivated would be through legal action, and that would cost *WAY* more than the license is worth.

Ok, how about this. Currently when you go to online registration and you have exceeded whatever limits SCS has set, you are locked out of using Vegas until you contact SCS via phone. Perhaps instead of locking you out of Vegas the online registration could reset you registration to "5 day temporary" which would let you continue working and give you time to contact SCS.

/jerry