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Support email not working here as well.

 
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embassyvfx



Joined: 05 Nov 2010
Posts: 27
Location/Company/Country: the Embassy VFX

PostPosted: Fri Nov 05, 2010 11:41 pm    Post subject: Support email not working here as well. Reply with quote

I noticed the previous thread about the support email not working and I'd like to say that none of my current tickets work i.e. when I'm taken to the web page of an existing ticket and click on the 'view status' button the page just resets to blank fields...

I sent in a support email but have had zero response for a couple of days now. I suspect something is busted.
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schoenberger
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Joined: 02 Mar 2005
Posts: 3786

PostPosted: Mon Nov 08, 2010 12:39 pm    Post subject: Reply with quote

Hi
There was an database issue that some tickets have been lost, but if you send a new one, everything should work.
The best way is not to use email, better use the http link www.RoyalRender.de/support/
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Holger Schönberger
Binary Alchemy - digital materialization
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embassyvfx



Joined: 05 Nov 2010
Posts: 27
Location/Company/Country: the Embassy VFX

PostPosted: Wed Nov 10, 2010 5:23 am    Post subject: Reply with quote

I tried sending another email to the support address but haven't gotten a response yet. Usually you guys get a ticket set up on the same day so I'm beginning to wonder if there's an aggressive spam filter that's blocking some addresses?

edit: I'll just use the website to submit tickets from now on but just wanted to let you know anyway Smile
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schoenberger
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Joined: 02 Mar 2005
Posts: 3786

PostPosted: Wed Nov 10, 2010 12:46 pm    Post subject: Reply with quote

Hi

We did not got any information from our provider that there would be a new spam filter.
And we also did not install any new software.

The ticket creation should be autoamatic and instantly after an email is received.

PS:
You said you used the html link to create a new ticket?
I don't see one today from you?

I think I need to check if there is something in the text you send that alerts an spam filter in the ticket system.
Can you post the text? Then I try to create a ticket with the text myself.
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Holger Schönberger
Binary Alchemy - digital materialization
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embassyvfx



Joined: 05 Nov 2010
Posts: 27
Location/Company/Country: the Embassy VFX

PostPosted: Wed Nov 10, 2010 6:12 pm    Post subject: Reply with quote

I didn't use the web system yet to create a ticket.

I'm going to take a look at the email on our end as well just to make sure.

edit: I'm going to try and submit a test ticket through my gmail in a few mins.
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schoenberger
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Joined: 02 Mar 2005
Posts: 3786

PostPosted: Thu Nov 11, 2010 11:30 am    Post subject: Reply with quote

Got a reply from out provider, one script seems not be be executed any more.
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Holger Schönberger
Binary Alchemy - digital materialization
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