HeroEngine Forums
Welcome, Guest. Please login or Register for HeroCloud Account.

Author Topic: Hero Legacy Lifetime Issue  (Read 3882 times)

ronalmb

  • General Accounts
  • *
  • Posts: 39
    • View Profile
    • ThinkPlay Studios
Hero Legacy Lifetime Issue
« on: Apr 29, 15, 12:10:21 PM »

Hello,

I tried to get assistance through standard support but do not believe that the communication flow went well, so I will try here.

I have a legacy lifetime 99 seat that I have recently returned to using so that I may learn how to use Hero Engine. It appears on my dashboard and it says "Lifetime" and "Expires Never".

Within the last week, it has been inaccessible to me. I have been using it since April 8th or so. I even had questions that i posted through support asking about differences between two systems that was answered on April 13th by HE Cooper.

When it ran the update from April 23(?), it gave me errors about being unable to patch properly and contact support. I tried uninstalling to reinstall and was no longer able to access the HerobladeHC021(?) to install my files (I have done so previously on April 8ish.  I contacted support and received a fairly generic reply that my had not been migrated to the commercial phase of 2012 so was gone and I should buy the 99 single seat license.

....yet I was JUST using the engine prior to the Tuesday update so I do not understand how it could have been lost back in 2012.

I understand that as a legacy license user, there is very little value to me at this time so I get that helping me is not your #1 concern -- but couldn't you at least feign some assistance?

I know I did not imagine using the engine in the last two weeks... I have screen shots of WIP work i was doing to learn how to upload and make proper art assets for HE.

--- Note the date on the taskbar!

I am sorry for sounding upset/angry here but i was REALLY looking forward to developing my art skills and this is a real frustration as I can't follow from the point A (I was using the engine just this month) and point B (You havent used the engine since 2012 so you lost it) and the support email hasn't been allowing me dialogue with the developers.
Logged

HE-Cooper

  • *****
  • Posts: 2221
    • View Profile
Re: Hero Legacy Lifetime Issue
« Reply #1 on: Apr 29, 15, 12:14:04 PM »

If your world was accessed within recent time, then your world is already on the commercial servers. We are in the middle of a major deploy, and point releases to it, as well as some live product with major transitions. So I apologize if there was a miscommunication.

It sounds like you have the install issues outlined in the communication thread about the patch. Have you been unable to resolve following those instructions?
Logged

ronalmb

  • General Accounts
  • *
  • Posts: 39
    • View Profile
    • ThinkPlay Studios
Re: Hero Legacy Lifetime Issue
« Reply #2 on: Apr 29, 15, 12:26:26 PM »

I originally had that message immediately after the patch. I tried uninstalling everything first. It was then that I noticed that on Dashboard where I  had links for two files HEROBLADEHC019 and HEROBLADEHC023(?) <around April 8ish> I now only had the link for HEROBLADEHC019.

When I try to reinstall using that, I now get the message:

"As part of our ongoing efforts to improve the on-line collaborative development experience, this server is being migrated to new and faster physical hardware. Please contact support@heroengine.com for additional support."

When that first happened, I figured I'd wait a bit and give it some time. Today, I read the posts about the order of migration and saw the "last access dates" related to it and thought my last usage fell in the "date done" timespan, so i sent today's email that has me all fired up.

If its just a matter of waiting until it's done, I can chill for certain. I get that as an old legacy client I should wait (and agree with it) -- I just had a lot of frustration from hearing that the world i have been working on this month hasnt existed since 2012!!!

Addition: I have asked this before, but is there something that I can read that would list what I would get if I just paid 99. for a single seat license? In a previous correspondence, I came to the conclusion that there wasn't a benefit -- but if that is wrong, and there is a good reason to just toss a 99 seat license aside, I'd pick up a year sub.

« Last Edit: Apr 29, 15, 12:46:20 PM by ronalmb »
Logged

HE-Cooper

  • *****
  • Posts: 2221
    • View Profile
Re: Hero Legacy Lifetime Issue
« Reply #3 on: Apr 29, 15, 01:19:55 PM »

The only current differences for legacy accounts are prioritized support response and development server player clients. Hope that helps.
Logged

ronalmb

  • General Accounts
  • *
  • Posts: 39
    • View Profile
    • ThinkPlay Studios
Re: Hero Legacy Lifetime Issue
« Reply #4 on: Apr 29, 15, 01:23:19 PM »

Thank you --

as for the message i currently get:

 "As part of our ongoing efforts to improve the on-line collaborative development experience, this server is being migrated to new and faster physical hardware. Please contact support@heroengine.com for additional support,"

I just need to wait, correct? It isn't indicative of an issue then?
Logged

ronalmb

  • General Accounts
  • *
  • Posts: 39
    • View Profile
    • ThinkPlay Studios
Re: Hero Legacy Lifetime Issue
« Reply #5 on: May 01, 15, 05:34:13 PM »

Follow-Up

Is there a rough ETA of when I may be able to again access my world?

You have said that the only difference between legacy accounts is prioritized support response and development server player clients... would purchasing a new 99.00 seat get me going sooner -- or would even a new license be in queue as well?
Logged

HE-Cooper

  • *****
  • Posts: 2221
    • View Profile
Re: Hero Legacy Lifetime Issue
« Reply #6 on: May 01, 15, 06:27:43 PM »

I'm looking into your world right now.
Logged

HE-Cooper

  • *****
  • Posts: 2221
    • View Profile
Re: Hero Legacy Lifetime Issue
« Reply #7 on: May 01, 15, 06:34:29 PM »

Hi ronalmb,

You have a legacy world on HE19 that was taken offline in 2012, and a 1 year subscription world on HE21 that's subscription is currently expired. If you are unable to renew the subscription from your account page, let me know and I'll look into it.
Logged

ronalmb

  • General Accounts
  • *
  • Posts: 39
    • View Profile
    • ThinkPlay Studios
Re: Hero Legacy Lifetime Issue
« Reply #8 on: May 01, 15, 07:42:27 PM »

...

I do not understand how this could be. I just used the engine this month. I submitted screen shots up above which includes the date.. HE21 has been expired for quite some time, no?

I do not understand how I could have been using the engine between April 8th and 20th of this year if its been offline since 2012..

The emails and this very topic has just been discussing this.

Addition: I feel very frustrated -- I don't know if there is a misunderstanding or what. I refuse to believe that its the run-around it feels like - You wouldn't be a leading Engine option if your business wasn't ethical and thorough. And I am NOT making up the fact that I was just using the Engine in april. Can you please consider investigating a bit more?

If HE19 has been offline since 2012 and HE21 has been expired for a year, what was I using in April?!?
« Last Edit: May 01, 15, 07:54:37 PM by ronalmb »
Logged

HE-Cooper

  • *****
  • Posts: 2221
    • View Profile
Re: Hero Legacy Lifetime Issue
« Reply #9 on: May 01, 15, 08:21:16 PM »

We were not enforcing expirations in April, due to the billing system being offline. I apologize for the confusion.
Logged

ronalmb

  • General Accounts
  • *
  • Posts: 39
    • View Profile
    • ThinkPlay Studios
Re: Hero Legacy Lifetime Issue
« Reply #10 on: May 01, 15, 08:26:25 PM »

Ok.

I guess I'll subscribe then (It's pending).

Since my lifetime license ISN'T, could you please remove it from my account so I don't have to see it and continue to be confused? It's no end of frustrating to see something there saying "Lifetime" when it isn't.

Please and Thank you.
« Last Edit: May 01, 15, 09:06:18 PM by ronalmb »
Logged