Move InstaAlert to new computer?

[tuckskip]

I have InstaAlert installed on a computer that has died. How do I move the license to a new computer? Thanks for your help.

[Siora]

Install instaalert on the new computer...generate device ID...log into members area of kayako and update the license.

[supportskins]

You will need to contact Kayako Support to reset your InstaAlert Device ID.

[slink]

Originally Posted by supportskins

You will need to contact Kayako Support to reset your InstaAlert Device ID.

(1) This is beyond irritating. I wiped my HD clean to install Windows 7 and I cannot install this properly. If copy protection is this invasive, it shouldn't be there at all.

(2) Why can't license owners upgrade their own "device id" if this is the issue? At least we don't have to get caught when we don't or can't have support to make this change. What if your support period expires? You can't use the software?

I hope these suggestions are taken in the good nature intended.

[Jamie Edwards]

Originally Posted by slink

(1) This is beyond irritating. I wiped my HD clean to install Windows 7 and I cannot install this properly. If copy protection is this invasive, it shouldn't be there at all.

I understand where you are coming from. However, I am sure you change your major hardware or operating system infrequently. With this in mind, we decided that the 'device ID' based licensing is the most secure form of copy protection (for us) and the least of evils for you (our customers).

(2) Why can't license owners upgrade their own "device id" if this is the issue?

It is unfortunate, but we have had issues with people generating many device IDs and reselling or sharing addon licenses. That is why we require customers to contact us for a device ID change. If this was infrequent, we'd have taken a hit - we don't want to upset the majority. However, it was a problem that was substantial enough for us to engineer a solution, and I believe this was the best one.

That said, our agents are available almost round the clock, five days a week - so you shouldn't run into much difficulty getting in touch with us. The device ID change should normally take less than a minute.

I do sympathise with you. As computer users, these kinds of licensing policies have frustrated all of us at some point in time. However, this was a necessary evil that we had to take in order to protect our licensing. We may be able to change this in the future (if we can mitigate against piracy/unauthorised reselling a different way), and we are listening.

We are actually revisiting this subject in the design of our 4.0 product line.

At least we don't have to get caught when we don't or can't have support to make this change. What if your support period expires? You can't use the software?

You should still be able to access your serial numbers even when you support subscription expires.

I hope these suggestions are taken in the good nature intended.

More heads are better than one, so please keep the suggestions coming!

[slink]

Originally Posted by Jamie Edwards

We are actually revisiting this subject in the design of our 4.0 product line.

You should still be able to access your serial numbers even when you support subscription expires.

More heads are better than one, so please keep the suggestions coming!

Thanks Jamie - I'll give you a few suggestions and a comment.

1) Accessing the serial numbers isn't the problem. Once you've wiped the drive, changed a motherboard or something else (e.g. I've had laptops stolen or damaged all too frequently from massive use), you need to generate the device ID for any of it to be useful. Thus you need to have support all the time just to get a new device ID, both active in paid support and also access to it (e.g. not on weekends.)

2) I understand where you are coming from. There are a number of ways I think you can deal with not frustrating us or you (from generating it each time), including number of installs per CPU (as opposed to OS which can be more frequent). There are many ways to do this and I'm not the expert. Glad you guys are looking into a more efficient way to handle.

Looks like I'll need to take out a ticket!

[asiams]

I have similar experience. I had to change my computer and each time I change the computer, I have new device ID and I need to contact the support team to get a new serial number. Each serial number should match with the device ID.

InstaAlert website says this can be installed to all of our staff as a part of esupport or support suite. However, for each installation, each of them should contact support to get a new serial number for each installation.

I hope that somehow, this can be resolved and accessible by users like me to update the device ID and serial number accordingly.

[Jamie Edwards]

InstaAlert website says this can be installed to all of our staff as a part of esupport or support suite. However, for each installation, each of them should contact support to get a new serial number for each installation.

That is for InstaAlert basic, not Pro.