Subscription stuff up

I just tried logging into support hoping for a new service pack and
SolidWorks have changed the website. When I get to the new support page I'm
informed that "Active Subscription Service contract required for full
access" - I have subscription!!!!!!!!!!!!!!!!!!!!!!!!!

After clicking on "My SolidWorks Products" the site tells me I have
SolidWorks 2003 and my service ended 31 August 2003 I have SolidWorks 2006
and have been paying subscription since day one!!!!!!!!!!
ARRRRRRRRRRRRRRGHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHH

I have just rang my VAR and awaiting a call back from support.

It's probably a good thing I didn't get to speak to anyone straight away
because I need a few minutes to calm down. Whilst I'm paying NZ$3000 plus a
year for the privilage of being able to download SP's I really want to be
able to do it without a hickup.

Sorry - for dribbling on but I needed to VENT

John Layne
www.solidengineering.co.nz

 

John,

Not that it's any consolation, but I just tried to log in and was met with the "limited
access" BS. One of the log in options is now (as it always has been) to enter the original SW
Serial Number, but this doesn't give me full access now, and I've had paid-up subscription
service for 8 years!

By coincidence, I downloaded the SP 4.1 files from my office 6 hours ago (roughly 1600 GMT),
when the OLD web site was still in service. No problems, no delays.

Progress, you've got to love it.

 

Strange indeed - I go straight in - no delay at all. Not sure what you guys
are seeing.

WT

 

Wayne,

I think they took down the new Web site within the last half hour or less. I just went there
and the look and feel is the "old" one, much different from the "new" one and without the new
log in requirements. I *can* log in with just the Serial Number as before.

Curiouser and curiouser.

AW

 

for subs slackers like myself - is there actually anything different about
the portal or is it just a new front end for the previous content?

 

Interesting 2 hours later the website is back to the old layout and I can
log in with no problem!!!!!!!!!!!!!

Maybe someone was trialing a new version of the site. On my previous failed
attempts I was redirected to
https://customerportal.solidworks.com/eservice_enu/start.swe?SWECmd=Start
where all my problems began.


John Layne
www.solidengineering.co.nz

 

didn't you get an email about the new site a while ago?

 

Can't recall one, though I have only had one cup of coffee today so cannot
be sure of anything.

John Layne
www.solidengineering.co.nz

 

Dunno. After John's post I had a look, and the site was very different from the old one in
the log in process. It wouldn't give me full access with my serial number, and I didn't go
any farther. Now its back to the old site.

AW

 

"THIS IS A TEST....ONLY A TEST...PLEASE BE ON YOUR WAY...NOTHING TO SEE
HERE...."

lol reminds me of the emergency broadcast system ads u used to hear...

 

Interesting. I went there and could get in with my s/n. I couldn't access
account info, but then I created an account, logged in that way, and then I
could. New access to my logged SPR's, VAR SR's, etc. No problems, though.

WT

 

The new site is now live and I can't get suppot this really pisses me
off!!!!!!!!!!!!!!

John Layne
www.solidengineering.co.nz

 

Did you check the link further down that says to verify your
information? There were several inactive links when I logged in at
first until I filled out all the info.

 

The only active links I get are

"Active Subscription Service contract required for full access
Access to this page requires an active, commercial subscription service
contract.
Some items and features on this page are not show or are not selectable.

For a complete listing of the benefits of subscription service, Click Here.
To re-new or purchase subscription service, Click Here."

I have active subscription and I could access the old site with no problems
last week.

So far I have emailed my VAR plus 'Customerportalhelp @
SolidWorks.com' and left a message on the offical SolidWorks forum under
customer experience (Venting as I don't expect anyone from solidworks to
reply there). The only reply I have received is an auto reply from the
customerhelp email.

I'll keep this thread updated on how quickly SolidWorks sorts this out.

John Layne
www.solidengineering.co.nz

 

OK I can now access the site - By entering my serial plus the aphlanumeric
charachters, all 24 with no spaces, as found in SolidWorks Help "About
SolidWorks" - Thanks to my VAR for figuring this out. I can get SPs and most
of the other stuff but can not change my detail etc.

There is still a problem if I access the site with my login name and
password I'm advised that I don't have subscription. My VAR advises me they
are getting a lot of calls with the same problems.

The main problem was access to SPs I can live without the rest.

Now relaxed and calm again

John Layne
www.solidengineering.co.nz

 

Sorted! My VAR has resolved my login issues with SolidWorks- Thanks

John Layne
www.solidengineering.co.nz