Your upgrade process is confusing

tpotter
tpotter
Community Member

I have found your upgrade process to be quite confusing. I had licenses for previous versions. When it prompted me to upgrade, I clicked OK and it upgraded me to v5. Then 30 days later, it said that my trial expired. I don't remember anything during the upgrade saying that I was changing from a licensed version to a trial version. I then had to search around to find out that I needed to re-find my license file and download it, etc., etc. I finally got it working but don't understand why you couldn't have 1) just used the license that I already had installed in v4 or walked me through re-installing the license when I actually downloaded v5 (and had time) rather than 30 days later surprising me with a non-functioning app when I really needed it to work. Please make this process better in the future.

Comments

  • Hi @tpotter‌

    I agree completely. It wasn't our intention for licenses to "fall off" at any point. v4 should've just updated to v5 with no need to reapply the license. We're hearing that in some cases that was not the case, and we're investigating to see why that might be.

    Thanks!

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