zqxthree Posted November 23, 2006 Report Share Posted November 23, 2006 Bought Express HD from buy.com, installed it, and it will NOT accept the application license code on the CD envelope. I tried it uppercase and lowercase, with and without the hyphens. I'm stuck! (Also, be aware that it installs Microsoft .NET 2.0 as a prerequisite, though it nowhere says that on the box.) Link to comment Share on other sites More sharing options...
Mayoff Posted November 23, 2006 Report Share Posted November 23, 2006 You should call Smith Micro. They handle all installation support issues. What operating system are you trying to use? What is the message when using the code? Link to comment Share on other sites More sharing options...
zqxthree Posted November 23, 2006 Author Report Share Posted November 23, 2006 Mayoff, thanks for the quick reply. I did try Smith Micro but they are closed for the weekend, of course. I am running Windows XP Professional with latest updates, including .NET 2.0 which Retrospect installed. Windows firewall is turned off. I also tried turning off Norton AntiVirus, and that didn't work either. I get NO message when using the code: I type in the code (tried lowercase as printed on label, uppercase also; tried with hypens as printed on label, without also). I type in the code, click OK, and it just returns to the welcome panel still indicating "unlicensed". FYI: This computer is on a home network behind a hardware NAT router. This has never been a problem with previous versions of Retrospect. I am an experienced Retrospect user, have 7.5 installed and am testing Express HD 2.0 before recommending it to others, and am even a former EMC employee. Link to comment Share on other sites More sharing options...
zqxthree Posted November 23, 2006 Author Report Share Posted November 23, 2006 Also tried configuring the hardware NAT router to put the subject computer in its DMZ, and that didn't work either. This is MOST frustrating, not a product I'd be comfortable recommending at this point. Link to comment Share on other sites More sharing options...
zqxthree Posted November 23, 2006 Author Report Share Posted November 23, 2006 Further information on Smith Micro: They do not even list Retrospect in the list of products that can be registered, see http://www.smithmicro.com/default.tpl?group=subcontent&id1=5&id2=199 Their web site points to EMC's for technical support. What's wrong with this picture! Link to comment Share on other sites More sharing options...
Mayoff Posted November 23, 2006 Report Share Posted November 23, 2006 Make sure that Zero's and O's are not getting confused when typing the code. Also 5's will sometimes look like S's If you call our www.emcinsignia.com/contactsupport on Monday, we can help make sure you have the right code. I have not had other reports of bad codes. Link to comment Share on other sites More sharing options...
zqxthree Posted November 23, 2006 Author Report Share Posted November 23, 2006 Thanks, Mayoff. Have indeed checked for alpha vs. digit confusion; the sticker very clearly uses lowercase alpha. What's strange is, I get no error message about the license code; it just returns to the welcome screen. On Monday I will try both Smith Micro and Retrospect support. Would appreicate your emailing me a good number for Retrospect support that won't just send me back to Smith Micro. Link to comment Share on other sites More sharing options...
zqxthree Posted November 23, 2006 Author Report Share Posted November 23, 2006 Email to Smith Micro: Date: Thu, 23 Nov 2006 13:37:34 -0600 To: techsupport@smithmicro.com Subject: Retrospect Express HD 2.0 Application License Code There is a problem with the application license code for Retrospect Express HD 2.0, which I purchased from buy.com this week. I tried to get answers from the Smith Micro web site but couldn't even find a place to register the product and establish an ID. Retrospect is not in the product list. I have corresponded with EMC Retrospect support without success so far. The exchanges are here: http://forums.dantz.com/ubbthreads/showflat.php/Cat/0/Number/91933/an/0/page/0#Post91933 Please help! Link to comment Share on other sites More sharing options...
Mayoff Posted November 23, 2006 Report Share Posted November 23, 2006 Phone numbers are at the link given to you above. Link to comment Share on other sites More sharing options...
Rickk Posted November 27, 2006 Report Share Posted November 27, 2006 Having same problem, also got my copy from Buy.com. The code on CD sleeve is not recognized. tried many times it is more than 16 characters it is 24. there is no other code anywhere or on reg card. I installed several times no error message, this is very frustrating. How do i get the correct license as the one i just got will not work. Ii need to back up my machine but can't run the software until I get the license to work. This is B.S.. Do the right thing and pay for the software and can't even register it. Help! Link to comment Share on other sites More sharing options...
Mayoff Posted November 27, 2006 Report Share Posted November 27, 2006 I am not sure why these license codes are not working but on Monday please call the number listed in the link above and customer service will give you a code that works. Link to comment Share on other sites More sharing options...
zqxthree Posted November 27, 2006 Author Report Share Posted November 27, 2006 EMC Tech Support acknowledged that there was a bad batch of product with the wrong Application License Codes, asked for proof of purchase, and provided a valid Code by return emai. Very professional and helpful, thank you. Note: the correct Application License Code did NOT work until I turned off Norton AntiVirus temporarily. Link to comment Share on other sites More sharing options...
Mayoff Posted November 27, 2006 Report Share Posted November 27, 2006 zqxthree is right. Customer Service did confirm for me today that some bad codes did get included with a few of the products. Anyone with a bad code should contact customer service and they will replace the code. Link to comment Share on other sites More sharing options...
bjsharp Posted December 5, 2006 Report Share Posted December 5, 2006 I just received my software (12-5-2005) from Buy.com. Same problem, license is not being accepted. This is a pain! Link to comment Share on other sites More sharing options...
RHinNC Posted December 6, 2006 Report Share Posted December 6, 2006 Same issue here. Purchased from Buy.com 12/2/2006, called Smith Micro and e-mailed them proof of purchase. Had correct registration code e-mailed back to me within 5 minutes. Link to comment Share on other sites More sharing options...
tomnet Posted January 13, 2007 Report Share Posted January 13, 2007 This is as far as I got - the link above provided the no. 866-249-5391 for Tech Supp. The tech there referred me to Retrospect T/S at the no. 866-362-1111 That no. reached an announcement directing callers to emcinsignia.com AND told me to wait for the next available tech. Aftera long wait (it's 4:30PST on Friday) another announcement: Hours are 7-4PST M-Thur. 7-3 Friday 6-3 M-F One of thise was T/S for Retrospect - forgot which. Have a nice weekend. Tom Link to comment Share on other sites More sharing options...
Mayoff Posted January 13, 2007 Report Share Posted January 13, 2007 Retrospect support hours are actually 9am to 6pm Eastern time. Link to comment Share on other sites More sharing options...
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