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« on: November 25, 2017, 02:09:58 PM »

I contacted support on 11/05/2017 regarding an issue with the AE effects inside my account.

Unfortunately, I never heard back from support until 17 days later on 11/22/2017 ...not very good right?

Janet Ramos replied:

"Hi Gary,

My apologies that this has not been replied for many days.

I tested before on your account and got the same error so I sent this to the admin.

We got an information that Jon made an update that should have rectified this issue as well.

I tested again now and the issue is gone."

Even though support took this long to get back, I was ok with it because now the issue was resolved..so I was told.

This issue is not resolved

Anytime I render an AE effect, the rendering gears just keep spinning and spining with a message that say "finishing up" and numbers going up and up!

After 30 minutes of this nonsense I finally have to completely close out of the application all together!

I don't seem to be getting anywhere with support or having the issue resolved...again disapointing

I use to use Content Samurai...it's true they have less features...but the software runs smoothly and sometimes that out ways a program that has more features with many issues and bugs

« Last Edit: November 25, 2017, 02:11:59 PM by sparkie2260 »

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« Reply #1 on: November 25, 2017, 05:00:41 PM »
I just reset the aftereffects server after pushing an update. It should be working fine now.

I've reached out to the support team to find out about your situation. Someone should be responding to this thread soon.

Sent from my SM-G955U using Tapatalk

« Reply #2 on: November 27, 2017, 03:54:31 AM »
Hello Gary,

I'll take a look and update you shortly.

« Reply #3 on: November 27, 2017, 03:57:24 AM »
to better manage expectations. what is the acceptable turnaround for support issues???

« Reply #4 on: November 27, 2017, 05:11:44 AM »

I've sent you a PM via this forum.

« Reply #5 on: November 27, 2017, 05:14:53 AM »
what is the acceptable turnaround for support issues?

How long an actual fix will take depends on the nature of the issue. Not all issues can be resolved without some level of investigation into the cause of the issue.

For what we would call straightforward issues, such as download links or answers to existing known problems you should get a reply within 24 hours.

With the more complex issues you should get an acknowledgement of your request within 24 hours, even if we need more time to find a solution.