Problem with upgrade request

David H. Wilson · May 17th, 2009, 04:19 PM

David,

I attempted to upgrade to the new P4K with our existing serial number but for some reason the email returned reads:

"The serial number you have included (P4U33-xxxxxxxxxx) is not an eligible product for a free upgrade."

I've written Jake about this but if you have any suggestions, it would be greatly appreciated.

Jake responded yesterday saying he would look into it.

Today, however, we have a sound consultant visiting from Germany and we need to be working in Premiere. Unfortunately I just discovered that the temporary P4K that was issued about the time of NAB has now expired and we are locked out of CineForm for the moment.

Any thoughts you might have to get us up and running again would be greatly appreciated.

David

Peter Beeh · May 17th, 2009, 06:20 PM

I've experienced same problem. Jake has told me there seems to be a problem with the server issuing upgrades even if the old serial number is elligable and they are looking into the problem. Not that that really helps you if you're in a hurry...

David Newman · May 17th, 2009, 06:26 PM

David,

The latest build should extend your trial another 15-days as it seems you only used up your first trial peroid (we bumped another 15 during the beta test.)

David H. Wilson · May 17th, 2009, 06:37 PM

Thank you David - I somehow missed the second trial. I'll download and and be completely covered for our immediate needs.

Thanks Peter for your input - this will all get sorted out, I'm sure.

David Taylor · May 17th, 2009, 06:58 PM

There is a confirmed error in the serial number upgrade script for existing P4K customers. Don't worry, you all get a new serial number. The script will be updated on Monday.

May 17th, 2009, 04:19 PM	#1
David H. Wilson Regular Crew Join Date: Mar 2008 Location: Culver City, CA Posts: 124	Problem with upgrade request - locked out of CineForm David, I attempted to upgrade to the new P4K with our existing serial number but for some reason the email returned reads: "The serial number you have included (P4U33-xxxxxxxxxx) is not an eligible product for a free upgrade." I've written Jake about this but if you have any suggestions, it would be greatly appreciated. Jake responded yesterday saying he would look into it. Today, however, we have a sound consultant visiting from Germany and we need to be working in Premiere. Unfortunately I just discovered that the temporary P4K that was issued about the time of NAB has now expired and we are locked out of CineForm for the moment. Any thoughts you might have to get us up and running again would be greatly appreciated. David

May 17th, 2009, 06:26 PM	#3
David Newman CTO, CineForm Inc. Join Date: Jul 2003 Location: Cardiff-by-the-Sea, California Posts: 8,095	David, The latest build should extend your trial another 15-days as it seems you only used up your first trial peroid (we bumped another 15 during the beta test.) __________________ David Newman -- web: www.gopro.com blog: cineform.blogspot.com -- twitter: twitter.com/David_Newman

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May 17th, 2009, 06:20 PM	#2
Peter Beeh Regular Crew Join Date: Jan 2009 Location: Sydney, Australia Posts: 52	I've experienced same problem. Jake has told me there seems to be a problem with the server issuing upgrades even if the old serial number is elligable and they are looking into the problem. Not that that really helps you if you're in a hurry...

May 17th, 2009, 06:37 PM	#4
David H. Wilson Regular Crew Join Date: Mar 2008 Location: Culver City, CA Posts: 124	Thank you David - I somehow missed the second trial. I'll download and and be completely covered for our immediate needs. Thanks Peter for your input - this will all get sorted out, I'm sure.

May 17th, 2009, 06:58 PM	#5
David Taylor Major Player Join Date: Sep 2003 Location: Solana Beach, CA Posts: 853	There is a confirmed error in the serial number upgrade script for existing P4K customers. Don't worry, you all get a new serial number. The script will be updated on Monday.