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I created two tickets with support today.

One ticket was automatically closed without answer (595282). This was about me getting a free upgrade from Artist 4 to 5 as it was supplied with a recent hardware purchase.

The second ticket refuses to be created and it comes up with an error message. This ticket was about an email "We would like to invite you check out PreSonus Sphere for free for four months—that's a $49.95 USD value.".

However clicking on the links supplied whilst logged in does nothing.

Help..!

Thx

Studio One Pro 4, Faderport Classic (1.45), Atom Pads, Presonus Studio 26c, Focusrite Saffire Pro 40, Maschine Studio, Octapad SPD-30, Roland A300, Windows 10 Pro 64 bit, also running it on Mac OS Catalina via dual boot (experimental).

Intel i9 9900K, 32GB RAM,
EVGA Geforce 1070 (Nvidia drivers).
Dell Inspiron 7591 (2 in 1) 16Gb.
User avatar
by Bbd on Wed Jul 08, 2020 3:50 pm
Please be patient. There are lots of tickets coming thru.
Sorry but you will be able to get thru soon.

Bbd

Please add your specs to your SIGNATURE.
Search the STUDIO ONE 4 ONLINE MANUAL. Access your MY.PRESONUS account.
OVERVIEW of how to get your issue fixed or the steps to create a SUPPORT TICKET.
Needs to include: 1) One Sentence Description 2) Expected Results 3) Actual Results 4) Steps to Reproduce.


OS: Win 10 x64 Home, Studio One Pro 5.x, Notion 6, Series III 24, Studio 192, Haswell CPU: i7 4790k @ 4.4GHz, RAM: 16GB, Faderport 8/16, Central Station +, PreSonus Sceptre S6, Eris 3.5, Temblor 10, ATOM
User avatar
by PreAl on Wed Jul 08, 2020 3:58 pm
My issue is not the timescales of them getting back to me.... My issue is that the tickets aren't being logged correctly.

I'm not sure how they are going to get back to me when the ticket has been automatically closed? (#595282).

And *update* the other ticket that came up with an error - that's nowhere to be seen on the website - however I've got a notification that the ticket has been created (#595742).

Studio One Pro 4, Faderport Classic (1.45), Atom Pads, Presonus Studio 26c, Focusrite Saffire Pro 40, Maschine Studio, Octapad SPD-30, Roland A300, Windows 10 Pro 64 bit, also running it on Mac OS Catalina via dual boot (experimental).

Intel i9 9900K, 32GB RAM,
EVGA Geforce 1070 (Nvidia drivers).
Dell Inspiron 7591 (2 in 1) 16Gb.
User avatar
by Bbd on Wed Jul 08, 2020 4:09 pm
Obviously you will need to try again until you do get thru.

Bbd

Please add your specs to your SIGNATURE.
Search the STUDIO ONE 4 ONLINE MANUAL. Access your MY.PRESONUS account.
OVERVIEW of how to get your issue fixed or the steps to create a SUPPORT TICKET.
Needs to include: 1) One Sentence Description 2) Expected Results 3) Actual Results 4) Steps to Reproduce.


OS: Win 10 x64 Home, Studio One Pro 5.x, Notion 6, Series III 24, Studio 192, Haswell CPU: i7 4790k @ 4.4GHz, RAM: 16GB, Faderport 8/16, Central Station +, PreSonus Sceptre S6, Eris 3.5, Temblor 10, ATOM
User avatar
by PreAl on Wed Jul 08, 2020 4:49 pm
LOL - This is the first time somebody told me that I need to get through to an online ticket support system - like a phone.

A ticketing system allows you create a ticket and then wait for a response. I've already explained the behaviour - tickets are being closed, errors are coming up but then tickets are being logged - but then aren't being displayed via the website UI.

I've worked on websites for decades, have a degree in IT and this isn't the way these support systems work, even under heavy traffic - the software is broken / not fit for purpose - right now.
Last edited by PreAl on Wed Jul 08, 2020 4:54 pm, edited 1 time in total.

Studio One Pro 4, Faderport Classic (1.45), Atom Pads, Presonus Studio 26c, Focusrite Saffire Pro 40, Maschine Studio, Octapad SPD-30, Roland A300, Windows 10 Pro 64 bit, also running it on Mac OS Catalina via dual boot (experimental).

Intel i9 9900K, 32GB RAM,
EVGA Geforce 1070 (Nvidia drivers).
Dell Inspiron 7591 (2 in 1) 16Gb.
User avatar
by Bbd on Wed Jul 08, 2020 4:53 pm
Just hope you can get your issue solved.

Bbd

Please add your specs to your SIGNATURE.
Search the STUDIO ONE 4 ONLINE MANUAL. Access your MY.PRESONUS account.
OVERVIEW of how to get your issue fixed or the steps to create a SUPPORT TICKET.
Needs to include: 1) One Sentence Description 2) Expected Results 3) Actual Results 4) Steps to Reproduce.


OS: Win 10 x64 Home, Studio One Pro 5.x, Notion 6, Series III 24, Studio 192, Haswell CPU: i7 4790k @ 4.4GHz, RAM: 16GB, Faderport 8/16, Central Station +, PreSonus Sceptre S6, Eris 3.5, Temblor 10, ATOM
User avatar
by PreAl on Wed Jul 08, 2020 4:57 pm
WORKING TICKET PROCESS:

Create a ticket
|
Ticket Open
|
Await Response
|
Create Response eventually
|
Is ticket closed? - if no - Go to "await response" step otherwise close ticket.


PRESONUS RIGHT NOW

Create Ticket
|
Close Ticket

OR

Create Ticket
|
Crash
|
Send Notification that ticket is open
|
Ticket Disappears

Studio One Pro 4, Faderport Classic (1.45), Atom Pads, Presonus Studio 26c, Focusrite Saffire Pro 40, Maschine Studio, Octapad SPD-30, Roland A300, Windows 10 Pro 64 bit, also running it on Mac OS Catalina via dual boot (experimental).

Intel i9 9900K, 32GB RAM,
EVGA Geforce 1070 (Nvidia drivers).
Dell Inspiron 7591 (2 in 1) 16Gb.
User avatar
by xanderhess1 on Wed Jul 08, 2020 5:10 pm
I know your post is mainly about the ticket creation, but your question has already been answered in the knowledge base:

https://support.presonus.com/hc/en-us/articles/360045502411-Grace-Period-for-those-who-recently-purchased-Studio-One-4-

Artist 4 that came with a hardware purchase within the grace period does only get the offer of 4 months of Sphere for free. No free upgrade to Artist 5.

And you don't need the links in the email for that. Just go to your products in your account, select the Artist license and you should see a green button to accept the offer. If it doesn't, try a different browser.
User avatar
by PreAl on Wed Jul 08, 2020 5:20 pm
xanderhess1 wroteI know your post is mainly about the ticket creation, but your question has already been answered in the knowledge base:

https://support.presonus.com/hc/en-us/articles/360045502411-Grace-Period-for-those-who-recently-purchased-Studio-One-4-

Artist 4 that came with a hardware purchase within the grace period does only get the offer of 4 months of Sphere for free. No free upgrade to Artist 5.

And you don't need the links in the email for that. Just go to your products in your account, select the Artist license and you should see a green button to accept the offer. If it doesn't, try a different browser.


I've done all that, searched all my products within their website in different browsers (yes I read these forums) and it doesn't work.

I don't understand your point about "I don't need links". They've emailed links and they don't work either. If I "don't need links" why send them? Sorry that's kind of ridiculous statement. Dead links are dead links, it's not a question of them being "needed" or not.

I'm not after an answer here, and I am very patient to wait for support. But my issue is that the ticket support system is broken and I can't contact support.

Perhaps I should log a ticket saying the ticket support is broken?

Studio One Pro 4, Faderport Classic (1.45), Atom Pads, Presonus Studio 26c, Focusrite Saffire Pro 40, Maschine Studio, Octapad SPD-30, Roland A300, Windows 10 Pro 64 bit, also running it on Mac OS Catalina via dual boot (experimental).

Intel i9 9900K, 32GB RAM,
EVGA Geforce 1070 (Nvidia drivers).
Dell Inspiron 7591 (2 in 1) 16Gb.
User avatar
by matthewgorman on Wed Jul 08, 2020 5:43 pm
I think your ticket auto closed because S1 V1 was chosen under audio software. Try creating a ticket, and select V4 or V5 if its there. V1 is no longer supported, so I think the tickets auto close.

Matt

Lenovo ThinkServer TS140 Win 10 64bit, 8GB RAM, Intel Xeon
Lenovo Thinkpad E520, Windows 7 64bit, 8 GB RAM, Intel i5 Processor

S1Pro V4
User avatar
by PreAl on Wed Jul 08, 2020 5:49 pm
matthewgorman wroteI think your ticket auto closed because S1 V1 was chosen under audio software. Try creating a ticket, and select V4 or V5 if its there. V1 is no longer supported, so I think the tickets auto close.


I'm pretty sure I selected Studio One V4 artist throughout!
Dodgy dropdown values in the ticketing software?
Thx,
Last edited by PreAl on Wed Jul 08, 2020 5:50 pm, edited 1 time in total.

Studio One Pro 4, Faderport Classic (1.45), Atom Pads, Presonus Studio 26c, Focusrite Saffire Pro 40, Maschine Studio, Octapad SPD-30, Roland A300, Windows 10 Pro 64 bit, also running it on Mac OS Catalina via dual boot (experimental).

Intel i9 9900K, 32GB RAM,
EVGA Geforce 1070 (Nvidia drivers).
Dell Inspiron 7591 (2 in 1) 16Gb.
User avatar
by edmisik on Wed Jul 08, 2020 5:50 pm
xanderhess1 wroteI know your post is mainly about the ticket creation, but your question has already been answered in the knowledge base:

https://support.presonus.com/hc/en-us/articles/360045502411-Grace-Period-for-those-who-recently-purchased-Studio-One-4-

Artist 4 that came with a hardware purchase within the grace period does only get the offer of 4 months of Sphere for free. No free upgrade to Artist 5.

And you don't need the links in the email for that. Just go to your products in your account, select the Artist license and you should see a green button to accept the offer. If it doesn't, try a different browser.


thats the stock response i got from my ticket which doesnt apply to my situation and maybe this guys as well. the problem is that (some) people in cust svc dont seem to understand their own upgrade rules. maybe they have some brand new people manning the service desk w. the launch. in my case i am clearly entitled to a free upgrade to version 5 and they keep directing me to download Sphere as I keep telling them I;m not interested in Sphere..and now even that option doesnt appear in my account any more.
User avatar
by PreAl on Wed Jul 08, 2020 5:57 pm
Grace Period for those who recently purchased Studio One 4:

https://support.presonus.com/hc/en-us/a ... dio-One-4-

Studio One Pro 4, Faderport Classic (1.45), Atom Pads, Presonus Studio 26c, Focusrite Saffire Pro 40, Maschine Studio, Octapad SPD-30, Roland A300, Windows 10 Pro 64 bit, also running it on Mac OS Catalina via dual boot (experimental).

Intel i9 9900K, 32GB RAM,
EVGA Geforce 1070 (Nvidia drivers).
Dell Inspiron 7591 (2 in 1) 16Gb.
User avatar
by PreAl on Thu Jul 09, 2020 7:19 pm
Update I've found my second ticket - in the "closed tickets" section again... again without a response.
So the auto closed tickets are 595742 and 595282.

So I can't contact Presonus via the ticketing system. Now what?
I appreciate these are user forums, however I'm stuck with a rock and a hard place, is there anybody here who can nudge them please? At this stage just making sure my tickets are open would be good enough.

Thx.

Studio One Pro 4, Faderport Classic (1.45), Atom Pads, Presonus Studio 26c, Focusrite Saffire Pro 40, Maschine Studio, Octapad SPD-30, Roland A300, Windows 10 Pro 64 bit, also running it on Mac OS Catalina via dual boot (experimental).

Intel i9 9900K, 32GB RAM,
EVGA Geforce 1070 (Nvidia drivers).
Dell Inspiron 7591 (2 in 1) 16Gb.

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