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| Support on this product? How, without a username and password? |
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Hello,
I read in your post on "support that goes beyond casual conversation needs" should be submitted through support@... instead of in the forums. Ok, but when I click on the support@... link I get a window requiring a username and password. I didn't receive a unique username and password when I purched this Dashboard module so I tried using the credentials I used when registering on the site...well, that doesn't work. I have a reciept, but no clue how to access support.
Anyway, I tried loading the module on a page and got a rather large "RED" error report and cannot use the thing...nor post the error for review, nor access support, yet. Please advise?? |
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| Re: Support on this product? How, without a username and password? |
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I placed a support request on Snowcovered in hopes you will at answer me there...if not, I suppose I'll take my business elsewhere. There is no contact info available here and I'm still unable to use the software.
I suppose if you don't answer tickets on Snowcovered, or refund my money, I'll have no choice or than do a VISA reversal...though I'd hope I might get better service before that happens.
Overall, I like th concept and am anxious to use it, but spending $200 for a broken product will need to be remedied. |
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| Re: Support on this product? How, without a username and password? |
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Hello Chris,
I may have misunderstood the support posting policy you wrote, so what part of "we prefer bugs get posted at http://support.engagemodules.com/ " have I misunderstood? Your support is too muddled for me to understand...and where's the password to post in the support@... link?? Is that what you are referring to "I'm trying to figure out why that sevrer is down for now"
Anyway, I suppose it's fine on your side of this transaction to not monitor you support links, or read and reply to problems in your forums a new customer might have using you products in a timely manner, but I work a bit faster than 2 days for a reply to support - and it's uncomfortable having to go back to Snowcovered.com to post a support question when your Policy on there asks for questions to be posted at support@... as well.
So...I had to move on, as your module busted my DNN installation and created a situation where I had to restore to a newer point in my site. All that said, I'm hoping a more stable environment might work better for this module - as it most likely was my fault and not the actions of your module.
I am anxious to try your module and will report any problems to the forums and support@... ??? username and password ??? |
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| Re: Support on this product? How, without a username and password? |
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Mitch,
I am sorry for your troubles with the module and our support policy. The intention with http://support.engagemodules.com is that people would register themselves there and post any issues they have, there is a link visible on that page to create a new account
"If you wish to create a user account then click here."
that link would provide you with the ability to create a user and post any bug related information.
At this point I am unable to assist you with resolving any problems you're having without more information. As I requested in my original post please post any information about the error you're getting and we will gladly try to help you get those resolved.
Once again, I am sorry we dropped the ball on your support question, though we did get back to you within 24 hours of your original forum post trying to help you get this resolved.
Chris
Directory of Training Programs, DotNetNuke Corporation |
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| Re: Support on this product? How, without a username and password? |
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Hello Chris,
I have posted the errors I get when loading the Dashboard to a "Clean Wipe", brand new account page with PowerDNN. I had this error on three previous installations of DNN (the same site was cleaned off and redone to try and get past these errors) and cannot get Dashboard to work. I would paste the errors here bu it takes up nearly a whole page.
Please get back to me ASAP.
You can look into your service@... area under: DASH-76 - ERROR: Engage: Dashboard is currently unavalable. Logged in as Host & Admin. |
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| Re: Support on this product? How, without a username and password? |
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Hello Chris,
I tried installing this module to a clean installation on another hosting service, to see if I still get server errors, and unless I'm doing something wrong on installation (is there anything in preparation I need to do before I place this on a page?) I'm still getting the same server errors and cannot use the dashboard - please see the error ticket I referenced earlier.
Regards, Mitch |
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| Re: Support on this product? How, without a username and password? |
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Mitch, We're looking into your error. That version of the DLL that is referenced in the error is an older version, we're trying to track down why that older version would be referenced in the code, I will follow up when we have more information.
Directory of Training Programs, DotNetNuke Corporation |
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| Re: Support on this product? How, without a username and password? |
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Mitch,
I'm very sorry for the inconvenience this has caused you. We are working to figure out why you are experiencing these problems. In the meantime, version 0.9 Engage: Dashboard does not have the charting component that is causing this problem, so you should be able to use that until we get this figured out.
Can you let me know which version you are using? I believe you purchased the professional version of Dashboard 1.0 from SnowCovered, is that correct? As a side note, if you forward your receipt to dotnetnuke @ engagemodules.com, we will setup your account on this site to give you access to future versions of the module (each purchase comes with one year of free upgrades).
We've been trying to reproduce your error and haven't been successful. Can you tell me what other modules are installed on these sites? Also, if you wouldn't mind, can you look into your website's bin folder, and let me know 1) if Telerik.Charting.dll is in there, and 2) what the version of that file is (right click on the file, select Properties, and there should be a Version tab).
Again, we're sorry for the issues that are having, and thank you for helping us get this working for you.
The leading provider of DotNetNuke support, training and custom module development. |
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| Re: Support on this product? How, without a username and password? |
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| dmitchb wrote
Hello,
I read in your post on "support that goes beyond casual conversation needs" should be submitted through support@... instead of in the forums. Ok, but when I click on the support@... link I get a window requiring a username and password. I didn't receive a unique username and password when I purched this Dashboard module so I tried using the credentials I used when registering on the site...well, that doesn't work. I have a reciept, but no clue how to access support.
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dmitchb,
We took your feedback to heart and tried to better explain the tools we're using to support our modules. Check out our new support page and let me know if this helps the matter. I hope this clears up some of the confusions.
The overall intent is to make things easier for our customers, for us, and for the development of our product. In no way do we intend to complicate the matter. Thank you for your patience.
Patrick Renner
Engage Software
St. Louis, MO
314.966.4000 x235
The leading provider of DotNetNuke support, training and custom module development.
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