Additional activation request

How long does it usually take to get service from Xara support? I emailed sales at Xara support last Friday asking to reset my activations. I currently only have one version activated now (Xara Designer Pro X9) on a Win7 machine that is currently rendering some video and I don't want to tax the CPU any more than it already is. My second install was on a laptop that crashed/burned under Win10. I tried to install on a new laptop with Win10 and got the 'activations exceeded' message. As I mentioned, I filled out the form on Friday with all the requested information. On Monday (today) at 6 am eastern time, I got a response that they needed my serial number. I responded immediately with the number and I have not heard anything back. I was working on a project on Friday when the crash occurred and now Monday has come and gone and I have not been able to complete the project as I cannot install the software on my new computer. I did not think it would take this long to correct this error. Any idea how much longer it will take? This is my first contact with support from Xara and I am disappointed in the response time.

Bob

You could download the 30 day trial and use that until you do get a response :-)

I had posted on this board a few days ago about downloading an older version since I do not have the new 365 version. Rob posted a link for the older software and I downloaded it. I, too, thought it would let me run it as a trial but I get the 'register with serial number' window pop up and I can either register or exit program - that are my only choices.

Bob

Still waiting for a response from support....

If I remember correctly you can deactivate it yourself (but only once within 30 days).
Got to xara.com
Click REGISTER / SIGN IN (to the top right of the window)
Sign in
Click My products
Scroll to your product and click Show activated devices
Click Deavtivate (next to the machine that has crashed)

Edit: Sorry, this might not work for Version 9. :(

siran,

Thanks for the suggestion, but I do not have that option under my version. Must be something for the newer versions.

Bob

V9 can have up to 3 installations on 3 seperate computers provided it's only for your use. If you downloaded V9 and get 'register with serial number', have you tried re-entering your serial number for V9? Xara may have already cleared it for activation without getting back to you.

Egg,
Yes, I have tried, just about 15 minutes ago and still doesn't work. I just can't believe this!! My only experience with their support and I get this....

Bob

their laughably broken activation process instead of steering people away from cracked software risks doing just the opposite

activations are reset by the sales department

the correct proceedure is to go here: http://support.xara.com/index.php?/K...ed-activations

click on the link in the paragraph that applies, in this case ver10 and earlier, and fill out the contact form with you request

on the two occasions I had to do this, I received a reply within 24 hours

[I am sure there is actually a link or at least a reference to this knowlegebase artice in the dialog that comes up to tell you your activations have been exceeded in the program - but from memory I cannot remember details]

if this is what you have already done, then I am suprised it is taking so long - maybe the legacy versions now take a back seat.......

Handrawn,

That was where I sent my initial request. After 3 (that's THREE) days, I finally got a reply from "Lewis" that they need my serial number for that version. I responded within the hour and that has been 24 hours ago. I can only assume that sales are so bad from their new versions that they intentionally are making it difficult or impossible to run their older programs so that you HAVE to upgrade. I don't mean to sound dissatisfied with the software, just extremely frustrated at this point with their response or lack of.

Bob

As a follow up, at about 4AM this morning I finally received a reply from Xara support that they increased my activations. As soon as I wake up and get my morning coffee I will give it a try....here's hoping. Thanks for letting me vent.

Bob

you're doing well at 4 days - the last time this happened to me it took exactly a week
that's ridiculous if you've paid for and registered the product
if the problem is the activation software screwing up then they should ditch it
if the problem is the personnel available to deal with activation issues they should beef it up
the people suffering these activation issues are paying customers
its happened to me twice now but it wont happen again

I am on my third time now - currently waiting for sales to increase my limit.
It is so frustrating. As a software developer, I have a habit of changing / trashing my machines on a regular basis.
This makes me reticent to install my precious copy of DesignerPro.

Let us know how it turns out joyofduck

I have been waiting to hear from support re. activation for about 4 days now (I think). I am still using Xara Designer Pro 7. I have had it on different computers that would break down and I would install on the "new" one. All was well until I recently got the massive Windows 10 update. For some reason that made my Xara broken. I used to disk to "repair" the program but now it says I have exceeded the maximum number of activations. HELP? (PLEASE)

Drifter, long time no see! Sorry I can't help you but perhaps Gary can alert someone at Xara/Magix.

You can de-activate unwanted activations by going to the service centre at https://www.xara.com/us/servicecenter/

You will need to log in to your Xara/Magix account and go to 'my products'

I'm fairly sure that does not apply to programs as old as version 7 - check the activation code - if it starts with P3 you can do what Christine suggests, if it starts with P2 [or anything else] then it pre-dates that system

back in the day I would contact xara sales via the contact page when this happened and it would be sorted within 24 hours, but magix do that now I understand so you may need to contact them through support, and having already done that I suggest you keep chasing at regular intervals

Hi all. The Magix site does not help. My version does start with P-2. I was hoping someone from here could give someone at support a little push or perhaps they themselves will read these posts and help me.

this an old thread in off topic

perhaps if you start a new thread in dear xara forum it will come to Rob-Xar's attention

did you raise a support ticket with magix?

All is now well. I again contacted Xara/Magix and this time they raised my number of activations and now all is fixed. Thank you for all concerned.

good to hear :)