Losing faith

Wed May 25, 2016 3:30 am

Hi,

This really isn't intended to be a whinge but I need to give you some feedback. Please repost to another forum if its more appropriate.
In one week I've gone from huge Otoy fan boy to seriously disgruntled customer. Pushing back the release date was fine - I waited until I thought the release was stable.
Communication has been terrible - Information scattered over forums and no central hub for the common issues we all seem to be facing.

I am seriously losing faith in Octane being a commercially viable product for my business.
The plugin, speed and development has been fantastic - congratulations on creating a game changing product.

What I can't live with is the convoluted licensing system. Im sure this is frustrating for developers to hear, maybe it's not your decision but to whoever made this decision - it's just not working.
I'm locked out of the product i've purchased and can't afford to wait on a prayer that the hard working guys and girls at Otoy get back to me in a prompt manner.
It's unreasonable for me to wait in line while I'm losing money on jobs. I consider myself really, really lucky that I didn't upgrade mid-job. Next week I have a new job I'll need Octane for but given the past week I have almost zero confidence in being able to use it as a tool for my work. I can't afford to lose clients.

I'd like to know what the argument for getting rid of the old de-activate system is? For me it's a huge step backwards. I need to be able to move from my work mac to home PC promptly and have confidence that I can continue through the night if need be. If I forget to deactivate before I leave I need to be able to do it remotely. I get called to shoots all the time - so deactivating from the work software is cumbersome - I'd need to roundtrip over and hour just to de-activate from the studio.

Your customers all seem to be saying the same thing. Bring online activation/deactivation back. Please!

Wed May 25, 2016 8:01 am

well the new license system is a huge progress, the license disengage itself when you close Octane, I don't get what is your issue here, but it may be relative to the quirks happening with this new system launch.

Wed May 25, 2016 8:25 am

@calus. I'm happy that you are not having any issues.

I can't access Octane. It's that simple. I don't know the myriad of reasons behind why or why not this happens I just want my software to work.

The problem with the new system is that if something goes wrong then I have no other option that to email Otoy and wait for a response.
I don't expect them to be available 24/7 so we need a system where we can help ourselves manage the licenses. Take today for example I got a semi helpful response, replied within two minutes and then did't hear back. I can't be out of work for entire 24 hour periods.

It's not just me. Look on Twitter, Facebook, Motion Design Slack, forums, and here. Many people are sharing the same frustrations.

I'm not a complainer, I just want to fix this.

Wed May 25, 2016 8:32 am

Yes i get it , there's a lot of issue with the launch of the new system, but what I mean is that when it will be working nicely for everyone, it will be better that the V2 system.

Wed May 25, 2016 8:34 am

to have your issue solved as soon as possible better to contact support directly i think, the Forum can be a mess sometimes...

Wed May 25, 2016 8:36 am

Yes, not having a go at you. V3 looks amazing. My whole issue is I don't want to be constantly hassling plugin developers who I'm sure have been working crazy hard.

I now have a C4D plugin license which just wont work and no clue how to de-activate wherever it is licensed to and reactivate on my PC.

Wed May 25, 2016 8:39 am

are you a OSX user ?

did you see that:
viewtopic.php?f=24&t=54208

Wed May 25, 2016 8:44 am

also I was not talking about plugin developper support but you can contact Otoy support here https://home.otoy.com/get-support/

Wed May 25, 2016 8:33 pm

I agree this new activation/deactivation sucks. Been locked out of octane all day at work and octane support was no help. Actually they told me to go to the license page and click deactivate but it no longer exists (guessing that message was automated and out of date). For those that work from multiple locations this new system will provide some serious issues.

Wed May 25, 2016 10:41 pm

Ibycus wrote:I agree this new activation/deactivation sucks. Been locked out of octane all day at work and octane support was no help. Actually they told me to go to the license page and click deactivate but it no longer exists (guessing that message was automated and out of date). For those that work from multiple locations this new system will provide some serious issues.

If you use "offline mode" you should deactivate it from the machine which is used for activation. This operation can be done by standalone.