VASST plugins - no new registration code

newhope wrote on 9/19/2006, 5:49 PM
I don't know if anyone else has experienced this problem but when I logged onto the VASST website to update my registration codes for Ultimate S 2 and Gearshift it had no records of my original purchases and therefore didn't offer any new registration codes.
I've sent off three emails now to VASST without a single reply.

I'm reticent to complain about their service on the forum as SPOT is such a wealth of knowledge and help but someone at VASST needs to get off their bum and deal with this as it's now over a week since my first, of three, requests for help in which I supplied my original registration details and codes.

Anyone at VASST able to help as I need to get QUAD CAM functioning in a hurry?

Regards
Stephen Hope
New Hope Media

Comments

MohammeD T wrote on 9/19/2006, 6:09 PM
Hi Stephen ... on the VASST site, i tried logging in using the email account i purchased Ultimate S with but it states my email is not on their Database! i sent an email but no one responded so i thought maybe there busy right now with the release of V7 and all the Serial number update.

am not in a rush but looks like you are, maybe somone from the VASST team will get to us on this thread.



rivalfilms wrote on 9/19/2006, 6:28 PM
Same problem. Email was not recognized. No response.
Serena wrote on 9/19/2006, 6:29 PM
VASST alerted me by email and I had no trouble getting the new registrations, but that was a couple of days ago.
jkerry wrote on 9/19/2006, 9:53 PM
There is a link on the website for the update at no charge to make Ult. 2 work with 7.

I downloaded it and it worked fine. Also you have to apply the serial number for ver. 6 if you still have it on your system.

But over all it worked after updating with both versions.
Spot|DSE wrote on 9/19/2006, 10:36 PM
If you send a mail to the ultimatesupport [at] vasst [dot] com, you should be receiving a response within the day. That mail goes to everyone that is on the system. No one here is "sitting on their bums" but rather we've even been taking calls 24 hours a day until the weekend...just to stay caught up. Thankfully things have slowed down a tad now that Vegas 7 has been out for a few days.
If you haven't logged onto the VASST site for 6 months or longer, then the system purges your email. We've now recognized how this can be a problem, so we're dealing with them manually as requests come in.
Apologies for any inconvenience, but if you're using any email address other than the one listed above, your mail is likely getting trapped in the system somewhere.
newhope wrote on 9/20/2006, 12:01 AM
Spot

Thanks for the reply.

Intially I was using the info... email address as listed on the VASST site but I sent the second email to both it and the ultimatesupport email address.

I guess your system was being snowed under at the time because I received a reply email from my mail server indicating the email to the ultimatesupport address hadn't been delivered in the first 24 hours but all the rest of my email was getting through.

I sent another to the same email address, directly out of the new Ultimate S registration dialogue again this morning just before post this thread.

I can see that if I hadn't been on VASST for a while the system could purge me but my purchase details as well?

Hopefully someone will get the email I sent this morning and be in touch before I start editing the multicamera shoot I'm doing tomorrow.

Regards
Stephen Hope
New Hope Media
JohnnyRoy wrote on 9/20/2006, 2:52 PM
Steven,

Always use the ultimatesupport email for software issues. As Spot said, the whole team gets those and we have been dealing with the missing accounts manually as people bring them to our attention. Your purchase details are still there, it’s just your account that is missing.

I just looked through my emails and I have not seen one from you. I don’t know why the ultimatesupport email is not working for you because I get a couple of them each day.

Send me an email via this forum (just click on my name) and send me the order number and I’ll look it up and get you your new keys.

~jr
newhope wrote on 9/20/2006, 3:04 PM
Spot
Prior to posting this thread I had emailed ultimatesupport twice as you suggested in your reply.

"If you send a mail to the ultimatesupport [at] vasst [dot] com, you should be receiving a response within the day. "

On both occasions this is the response I received from my mail server the next morning.

" **********************************************
** THIS IS A WARNING MESSAGE ONLY **
** YOU DO NOT NEED TO RESEND YOUR MESSAGE **
**********************************************

The original message was received at Wed, 20 Sep 2006 10:41:27 +1000 from mail19.syd.optusnet.com.au [211.29.132.200]

----- Transcript of session follows ----- <ultimatesupport[at]asst.com>... Deferred
Warning: message still undelivered after 4 hours
Will keep trying until message is 5 days old"

I removed the @ sign above as I know you don't like spam spiders but did use the correct email address when sending.

Do I have to wait five more days to find out if the mail is getting through. It's over four days since I sent the first email to this email address, the previous having been sent to the info email address off the website. I still haven't had a reply and don't know if the email is getting through.

No one at VASST may be "sitting on their bums" but your email server certainly is at the moment from my perspective. I guess that may be a result of the popularity of your software but it doesn't help those of us who have been deleted from your server for non attendance.

Oh and as I write I've just received an add from mailer@vasst.com indicating that 'ALL VASST Plugins are now Vegas 7 Ready!' So it seems that somewhere on your system my email still exists, just not in the purchase order records.

How do we speed up the process?

Regards
Stephen Hope
New Hope Media
JohnnyRoy wrote on 9/20/2006, 7:40 PM
> No one at VASST may be "sitting on their bums" but your email server certainly is at the moment from my perspective.

Stephen, take a look at the rejection notice:

The original message was received at Wed, 20 Sep 2006 10:41:27 +1000 from mail19.syd.optusnet.com.au [211.29.132.200]

Loop up the IP address. That rejection is coming from a server in Australia and NOT our mail servers in Utah. The problem is on YOUR end. I have been getting emails all day at ultimatesupport and have been helping customers since last Wednesday when we opened the FREE upgrade offer. I am sorry that your emails are not getting through but it is beyond our control.

> ----- Transcript of session follows ----- <ultimatesupport[at]asst.com>... Deferred

Could be a typo? It’s VASST.COM not ASST.COM.

> How do we speed up the process?

Just send me an email like I suggested in my previous post.

BTW, if you had posted in the “official” support forum at DMN that is listed in the readme file for Ultimate S, I would have been sent an email immediately and would have responded. While we are happy to answer any questions posed here in the Sony forums, it is not an “official” support channel. You will get the quickest response by posting at the DMN Vegas Script Forum.

~jr
newhope wrote on 9/20/2006, 8:38 PM
JohnnyRoy
Thanks for the reply, I'll try the DMN Vegas Script Forum.
The V missing happened in my post when I removed the @ symbol the actual reply has the correct email address as the email was generated from the Registration dialogue in Ultimate S not manually typed by me.

As for the mail server problem, ultimatesupport is the ONLY, and I do mean ONLY email address that is generating this fault on my email. even info[at]vasst.com with an @ symbol of course, doesn't generate an error when included in the same email. I've gotta ask why ulitmatesupport does... beyond me.
Anyway I'm off to DMN now that I know it exists.

Regards
Steve
JohnnyRoy wrote on 9/20/2006, 8:48 PM
> even info[at]vasst.com with an @ symbol of course, doesn't generate an error when included in the same email

Wow that’s odd. There is no “info” account at vasst.com so I don’t know where those emails are going but it doesn’t exist.

> Anyway I'm off to DMN now that I know it exists.

I’m sorry if I am not making myself clear. I cannot help you if you do not send me an email.

I don’t know how to say this any clearer. Click on my name in this forum and send me an email with your order number and I’ll look into this.

(edit) I just sent you an email. Please respond when you get a chance and we'll straighten this out.

~jr
newhope wrote on 9/21/2006, 6:04 AM
John
Thanks for the email, hopefully things will be cleared up now, allowing for time zone delays and the need for sleep etc.

Sorry with the info email confusion that was the info off the VASST website and I was relying on my faulty memory when posting this thread. It was to sundancemediagroup not vasst[dot]com but it was the only other email address I had for VASST at the time and it didn't bounce but produced no reply.

Anyway I've sent the details to your email and I'm sure you'll get back to me soon.
BTW I'm using Ultimate S in its 14 day trial mode to edit the multicam shoot I did today.

Look for your reply email tomorrow.

Regards
Stephen Hope
New Hope Media
JohnnyRoy wrote on 9/21/2006, 6:31 PM
Stephen, This is the strangest thing. I never received the email you talked about in your post and I waited all day for it. This time I have send you an email from my personal email account on my web site johnrofrano.com. This has nothing to do with the VASST email servers and hopefully will make it through to me when you reply. I can’t imagine what is causing the problem.

~jr
newhope wrote on 9/21/2006, 7:19 PM
Got your latest email and have sent the details to your private email address.

Thanks so much for your persistance on this and sincere apologies for my earlier frustration in not being able to contact anyone, as you can see it's truly a wierd email anomaly.

I again received an email delivery error off the VASST server via optusnet here in Oz, can't explain it as all my other emails are getting through.

This time for sure, as Bullwinkle used to say, or no doubt about it I'll have to get a new hat!!!

Regards
Stephen Hope
New Hope Media
JohnnyRoy wrote on 9/21/2006, 7:40 PM
Got it. ;-)

~jr