Okay, now it's been 2 weeks since I received confirmation from Emagic USA that my registration materials were received and I should expect codes from Emagic DE within a week or so. My "Mac OS platform support" is expiring in 9 days, due to a bug in my XSKey. I already have been without my EXS24 for 2 weeks now due to the same bug. Is this just a problem with a glut of registration processing at Emagic or have I slipped through the cracks? Anybody who can shed light on normal wait times, please let me know! Thanks JOsh

> My "Mac OS platform support" is expiring in 9 days, due to a bug > in my XSKey. I already have been without my EXS24 for 2 weeks > now due to the same bug. Please describe the "bug". MMM -- Markus Fritze Emagic Soft- und Hardware GmbH <http://www.emagic.de>; Chief Developer New Technology Integration, Mac OS

----- Original Message ----- From: "iketa" <josh@...> : [LUG] [GEN] 2 Weeks still waiting for XSKey Codes > Okay, now it's been 2 weeks since I received confirmation from > Emagic USA that my registration materials were received and I > should expect codes from Emagic DE within a week or so. > [snip] > Is this just a problem with a glut of registration processing at > Emagic or have I slipped through the cracks? > > Anybody who can shed light on normal wait times, please let me > know! Same here. Did you register on the Emagic web site, which was alleged to speed up the process? I did, and have to say I'm not impressed. Can't see that it made, or could have made, any difference at all. Registered on line on or about 3-13, materials returned 3-16, received at Emagic USA 3-22, email confirmation of online registration on 3-26 (!), email confirmation that the returned items were 'correct'. Still no email from Emagic Germany with the return codes. Not exactly service as advertised. But 100% consistent ;-( Bill

From: "Bill Felton" <bfelton@...> wrote: > Same here. Did you register on the Emagic web site, which was > alleged to speed up the process? I did, and have to say I'm > not impressed. Can't see that it made, or could have made, > any difference at all. > Registered on line on or about 3-13, materials returned 3-16, > received at Emagic USA 3-22, email confirmation of online > registration on 3-26 (!), email confirmation that the returned > items were 'correct'. > Still no email from Emagic Germany with the return codes. > Not exactly service as advertised. But 100% consistent ;-( Yeah, have you called them yet..... I did. I got the receptionist at the corporate office who put me on hold for about 10 minutes (on MY DIME), then came back on and asked me who I was holding for again. I explained my situation again, and she interrupted me, and said "Yeah they've been having some troubles getting those things out, you'll just have to be patient". When I asked her if there was anyone there who could give me a status, she said I could try to call back on the sales number. So I did.... After 35 minutes on hold there (again on MY dime) I got frusterated and hung up. My situation is compounded by the fact that I first bought the competitve upgrade from an OEMlogicBasic to Logic Plat. 4.8. It ships without a manual, once you send them your OEMlogicBasic disk they will send you the logic manual. So as soon as I got the Logic upgrade, I upgraded that to Logic5..... Well needless to say it's been over 2 months since I originally bought Logic and I have yet to be able to use it because I have no manual. Now my XSkey is about to expire...... To top it all off I had to send them my original working OEMlogic disk. so I'm REALLY screwed. So glad I picked Emagic.......NOT. So far Emagic's customer support STINKS. It's a real shame when you get better service at McDonald's for a 2 dollar BigMac, than from a software company for a 600.00 piece of silver plastic.

"raleigh burns" <raleigh.burns@f...> wrote: > So glad I picked Emagic.......NOT. > So far Emagic's customer support STINKS. > It's a real shame when you get better service at McDonald's for > a 2 dollar BigMac, than from a software company for a 600.00 > piece of silver plastic. Well, have you ever gone to McDonald's right at lunchtime? When there are lines of 20 people at each register? Notice that it takes much longer to get your order? That's what's happening at Emagic. They are swamped. It's frustrating but really to be expected at this point. You can't fault them for being slow. My point in the original post was to find out if other people were experiencing similar wait times, not to rip Emagic at all.... In my experience they have been as helpful as possible given the demand on them at this time. Josh

>I'm REALLY screwed. >So glad I picked Emagic.......NOT. >So far Emagic's customer support STINKS. >It's a real shame when you get better service at McDonald's for a 2 dollar >BigMac, than from a software company for a 600.00 piece of silver plastic. Good receptionists are hard to come buy, most of them hate their job. Imagine siting at Emagic and having to deal with all the frustrated upgraders all day long without being able to give them a useful answer. I found that I could save a lot of time by e-mailing them instead,they will get back to you with the same standardized answer as the rest of the oh so VIP musicians and producers out there will get.. I still have 63 days left on my keys and have had no problems yet (knock on wood) Off course I am very nervous reading about other peoples experiences, but I can not stop thinking that they might have done something before the problems occurred, like resetting or changing hardware, reinstalling systems, etc.. I have found that even though the EmagicUSA guys are nice, they do not have the recourses to handle every customer with personal deluxe service so in my experience it is worth making sure that you are following a clean upgrade path have an up-to-date and standardized system, and have a lot of patience. Cause Emagic ain't Microsoft and I am pretty happy with that, after all...

> Same here. Did you register on the Emagic web site, which was > alleged to speed up the process? I did, and have to say I'm > not impressed. Can't see that it made, or could have made, > any difference at all. It does make a _HUGE_ difference if you pre-register via the internet (saves about 1-2 weeks!). Exchanging dongles is always a really BIG task and it is works pretty well with Logic 5. Did somebody remember the last exchange? You probably understand me :-) This lengthy process is the reason, why we give you a _12_ week grace period for sending the old stuff back! If somebody thinks that it is fine to send the old dongle back one week before the expiry of Logic 5: this is a MAJOR MISTAKE! It takes 1-4 _weeks_ to get the old dongle to Emagic, to check the envelope and send you the new codes out (especially, if you forget to give us an email address: postcards are SLOW) In this case there is NOTHING we can do! See this as a warning. MMM -- Markus Fritze Emagic Soft- und Hardware GmbH <http://www.emagic.de>; Chief Developer New Technology Integration, Mac OS

> Well, have you ever gone to McDonald's right at lunchtime? > When there are lines of 20 people at each register? Notice that it > takes much longer to get your order? That's what's happening at > Emagic. They are swamped. It's frustrating but really to be > expected at this point. You can't fault them for being slow. My > point in the original post was to find out if other people were > experiencing similar wait times, not to rip Emagic at all.... can you fault them? SURE YOU CAN! especially when they expected to be swamped (what business DOESN'T plan to sell a large amount of their software), and STILL limited the "demo" to 88 odd days. and there have been plenty of people here who haven't (or won't) get to use the software for 88 days because of some silly time-zone problem or another, and they're basically screwed, because they sent out their original dongles and cd's. you can ABSOLUTELY be pissed at emagic for putting people thru this sort of crap. i've dealt with their awful customer support, and have lost money because of it. sessions get cancelled when you can't use your own software. > In my experience they have been as helpful as possible given > the demand on them at this time. > > Josh if you can't stand the heat... ds.

> software), and STILL limited the "demo" to 88 odd days. and there have been > plenty of people here who haven't (or won't) get to use the software for 88 > days because of some silly time-zone problem or another, and they're > basically screwed, because they sent out their original dongles and cd's. Changing the time zone doesn't effect the XSKey, because it is always in GMT mode. All "defect" XSKeys I got back (less than 10) are either used by some clever guy, who tried to defeat the clock in the XSKey (by turning it back :-) or by somebody who is using the XSKey on two machines with totally different (wrong) dates. Definitely not "plenty" of people, especially if you know how many XSKeys we already shipped. I also received a couple (also less than 10) of defect XSKeys back. This is really annoying for the customer, but this also can happen, too :-( I improved the factory test for the XSKeys to get this number down. MMM -- Markus Fritze Emagic Soft- und Hardware GmbH <http://www.emagic.de>; Chief Developer New Technology Integration, Mac OS

From: "Markus Fritze" <mfritze@...> > If somebody thinks that it is fine to send the old dongle back one week > before the expiry of Logic 5: this is a MAJOR MISTAKE! It takes 1-4 _weeks_ > to get the old dongle to Emagic, to check the envelope and send you the new > codes out (especially, if you forget to give us an email address: postcards > are SLOW) > > In this case there is NOTHING we can do! See this as a warning. Markus, I need to hold back the ADB dongle as long as there´s no possibility to use Autofilter and Tapedelay TDM in 5.0. As soon as there´s a Logic 4.8.1 compatible version for the XSKey, I´m sending back the dongle. I hope all this will work in time including receiving the final XSKey code... Peter --- http://www.merlinsound.de

> > software), and STILL limited the "demo" to 88 odd days. and >there have been >> plenty of people here who haven't (or won't) get to use the software for 88 >> days because of some silly time-zone problem or another, and they're > > basically screwed, because they sent out their original dongles and cd's. > I got my registeration code today. Took about 4 weeks alltogether. Cheers -- Check out the web page for my band: Now solo works also: New home address : http://koti.welho.com/jpennane

Speaking of old dongles, I am still running with the old two black cubes that plug into the ABD port. I never had a need to "upgrade" them because my old Beige MT doesn't have USB. Well, the time has come for me to get a new system. What is the BEST option of swapping my old ADB dongles? What's the oldest version of Logic that will run with the new dongle? --JBytes

From: "Jaeh Bytes" <JBytes@...> > Speaking of old dongles, I am still running with the old two black cubes > that plug into the ABD port. I never had a need to "upgrade" them because > my old Beige MT doesn't have USB. Well, the time has come for me to get a > new system. What is the BEST option of swapping my old ADB dongles? > What's the oldest version of Logic that will run with the new dongle? If you have a PCI slot free just put in an USB card (with an Opti chipset), if not, well... :-/ The oldest version (for now) that runs with the USB XSKey is 5.0. Peter --- http://www.merlinsound.de

on 2/4/02 7:56 PM, iketa at josh@... wrote: > Well, have you ever gone to McDonald's right at lunchtime? > When there are lines of 20 people at each register? Notice that it > takes much longer to get your order? That's what's happening at > Emagic. They are swamped. It's frustrating but really to be > expected at this point. You can't fault them for being slow. My > point in the original post was to find out if other people were > experiencing similar wait times, not to rip Emagic at all.... > > In my experience they have been as helpful as possible given > the demand on them at this time. That¹s fine, and I'm a big long time supporter of Emagic, except people on the list seem to be warning Emagic that they're about to lose use of software that they've paid for and often rely on. What happened when the time's up and the codes haven't arrived? D -- "DOS Computers, manufactured by millions of companies, are by far the most popular, with about 70 million machines in use worldwide. Macintosh fans, on the other hand, may note that cockroaches are far more numerous than humans, and that numbers alone do not denote a higher life form." -Douglas Adams

on 3/4/02 7:46 AM, Markus Fritze at mfritze@... wrote: > Changing the time zone doesn't effect the XSKey, because it is always in GMT > mode. > > All "defect" XSKeys I got back (less than 10) are either used by some clever > guy, who tried to defeat the clock in the XSKey (by turning it back :-) or > by somebody who is using the XSKey on two machines with totally different (> wrong) dates. Woah Markus! I have a G4 Powerbook which has crashed a couple of times - (so what's new - computers crash). On restart I find my system clock has been reset - once to the Middle Ages and once to 2040. Would this affect the XSKey? Supposing when I reset the clock I'm not accurate? Will the XSKey think I've tried to fiddle it? I'm now concerned! Dave

> On restart I find my system clock has been reset - once to > the Middle Ages and once to 2040. > > Would this affect the XSKey? No, because Logic won't start at all with these dates (our special safety net for the wrong system clock :-) MMM -- Markus Fritze Emagic Soft- und Hardware GmbH <http://www.emagic.de>; Chief Developer New Technology Integration, Mac OS

david@... writes: >On restart I find my system clock has been reset - >once to the Middle Ages and once to 2040. >Would this affect the XSKey? >Supposing when I reset the clock I'm not accurate? >Will the XSKey think I've tried to fiddle it? Logic won't even start up if your System date is this radically wrong. And Logic will always warn you if your computer has been backdated - you have the choice to immediately quit and set your clock correctly, or go on and suffer the penalty for trying to fool the key. But what if you're computer has been forward dated by a reasonable amount of time, like 10 weeks? Well, surely then the XSKey will think it's really that date from that point forward (the XSKey is dormant when not powered, and thus can't comprehend the passage of time). So if you then try to set your date correct, the XSKey will assume you're trying to backdate the computer. In 20 years I've never known of a computer to mistakenly forward date itself - only backdate (which is the "safe" thing as far as the XSKey is concerned because you will ALWAYS get the warning). f-erenc szabo, smarty pants (Tastes awful, but it works) Z+E+R+O+B+E+A+T "NOW POWERED BY THE MIRACLE OF THE TRANSISTOR!"