I´m using several software of DxO and have to say I like the software. On 17.03.23 I bought on license of the new PureRAW v3 for Mac. The software can be installed on 3 PCs like other software from DxO too. I installed it on my iMac and on my Macbook (older Intel machine). Then I tested it on a Macbook with new Apple M Processor. Thats all working fine. The problem started when I decided to buy a new Macbook and to deinstall my old one. I could not install again PureRAW v3 on the new PC. It was clear for me, because already 3 installation have been done. I learnt that I had to turn to the DxO support to get a reset of the license counter. And here the nightmare started. DxO does not have such a comfortable license management like other software companies where you can manage it by yourself and in 2 minutes you have switched a license onto a new PC.
I´m waiting now over 10 days, nothing happens. One contact from the hotline seemed to to believe me that I deinstalled my old Macbook. She asked me why I bought a new one.
Does someone else have had similar problems with this situation ? Also other companies which request to contact them in such a situation react within 24 hours, just had it with my imazing license.
I’ve seen similar posts in the forum, which is no consolation though.
Perhaps they hope that an additional license will be purchased. I think that not answering is not the solution. From buying PR to using the pirated version, with the economy of the moment and with Lightroom’s Noise Reduction lurking, the step is short.
More than a year passed since since you posted here and nothing changed. For me PR4 lost its licence after a Windows update and I can’t activate it anymore. The support didn’t react for 3 days so far.
Hey DxO, this seems to be a common problem. Is there any solution in sight?
DxO won’t respond on this forum. Contact them via this page:
https://support.dxo.com/hc/en-us/requests/new
Isn’t it ironic? You suggest to contact the support to talk about a situation where the support ignores me?
It makes me truly sad to see those great products fail. All those measures against piracy only affect paying customers. I’m sitting here and can’t use the software that I payed for. To me that’s not just slightly annoying but borderline scam.
I won’t invest any more money into DxO products unless there are clear signs of improvement. And that’s sad, I’d like to support a small independent software company that makes great and unique products.
Maybe it’s just me - maybe not.
Yes, but it doesn’t alter the fact DxO will not respond via this forum.
When I submitted a request for help with licensing via that Support Form I received a timely and helpful response. This was when a freak power surge did something weird to my Windows 10 desktop machine that meant I had to reinstall Win 10 and all my apps from scratch. I described the situation using the Form and they confirmed that that my re-activation of PL did not use up another one of the max. three activations allowed by the license.
All I can suggest is that you wait a couple more days and if there is still no response, submit another Form and mention your original Ticket number, which you should have received in an autoreply the first time you submitted the Form. Perhaps set out your problem as a series of bullet points, to keep it simple and direct?