can't activate Neo HD v3 at DVinfo.net

Taroen Pasman · February 7th, 2009, 02:31 PM

After installing all kinds of codec's, tools and gawd knows what else kind of crap I just took a leap of faith and bought Neo HD v3 for my Canon 5D mov's. I just hope I can get the v4 native support soon (and for free :) )

The cineform workflow is, so far, the only workflow I liked considering speed, simplicity and quality. Of course it's hideously expensive for a pure simple amateur as myself (My first experience with video-editing has started with the 5D)
So far so good: At this point however, I'm stuck with the activation.

Steps:
- Bought it, got the T-shirt :) and the serial number
- Went to Register and Activate Your CineForm Product
- Entered my name and e-mail, serial number and the hardware fingerprint
- When I press submit, I get some weird server error (see text below) and no e-mail with my activation key.

Can you help me David? I wouldn't be too happy to wait until Monday (back to work again) while I was hoping to batch convert some files overnight and start with some editing tomorrow :(

Internal Server Error

The server encountered an internal error or misconfiguration and was unable to complete your request.

Please contact the server administrator, root@localhost and inform them of the time the error occurred, and anything you might have done that may have caused the error.

More information about this error may be available in the server error log.

Apache/2.0.52 (Red Hat) Server at formmail.monstercommerce.com Port 80

David Newman · February 7th, 2009, 03:22 PM

We are working on it, our ISP is not very friendly, and they have changed something they shouldn't have.

Taroen Pasman · February 7th, 2009, 04:03 PM

Allright, I'll just wait until your ISP has sorted things out :)

Thanks for the quick reply David...

Pete Bauer · February 7th, 2009, 04:20 PM

Same for ProspectHD. I had previously deactivated to do some hardware upgrades, and now can't activate, so effectively locked out of my own editing suite.

Has your ISP given you any time estimates, or failing that, will you be executing a backup plan to get customers access to their software soon?

Jake Segraves · February 7th, 2009, 11:03 PM

Anyone still experiencing this problem, send an email to support that includes your name, serial number and system code (hardware fingerprint). With that I can manually generate a key for you.

Pete Bauer · February 8th, 2009, 08:48 AM

Looks like the server is still down this morning. Thanks much for the email option; will do.

Perhaps it is time to find a new ISP, or if you're locked in to the existing one for a while maybe maintain a ghost setup on a second ISP?

David Taylor · February 8th, 2009, 01:57 PM

Guys, I really apologize about the server problems. Our host, Network Solutions, without notification, removed some form submission features we use for activations/deactivations and for downloads. I mention them by name because they've done this to us before, and I don't recommend anybody do business with them.

While my frustration doesn't help you, at least it shows we're "with" you and working on it. We've had to redesign the way we process activations and deactivations. It should be back up tomorrow.

The short term workaround for downloads and updates is that I've provided a direct link for each product in the Downloads area: CineForm Downloads

Pete Bauer · February 8th, 2009, 05:39 PM

Appreciate the straightforward info, David. Hope you're setting up your new activation system with a different ISP!

Water under the bridge for me at this point, but just FYI I did email my info first thing this AM for a manual activation as Jake had suggested and got no response back. I won't be editing in the next day or two, so again, it is no issue for me personally -- but there may be others out there losing time/money awaiting the aforementioned manual activation. Is that still available or should folks simply stand by for the new automated process sometime tomorrow?

David Taylor · February 9th, 2009, 04:59 PM

Sorry for the problems with activation and deactivation the last three days. It's now back up and running!

February 7th, 2009, 02:31 PM	#1
Taroen Pasman New Boot Join Date: Jan 2009 Location: Houten (Netherlands) Posts: 11	can't activate Neo HD v3 After installing all kinds of codec's, tools and gawd knows what else kind of crap I just took a leap of faith and bought Neo HD v3 for my Canon 5D mov's. I just hope I can get the v4 native support soon (and for free :) ) The cineform workflow is, so far, the only workflow I liked considering speed, simplicity and quality. Of course it's hideously expensive for a pure simple amateur as myself (My first experience with video-editing has started with the 5D) So far so good: At this point however, I'm stuck with the activation. Steps: - Bought it, got the T-shirt :) and the serial number - Went to Register and Activate Your CineForm Product - Entered my name and e-mail, serial number and the hardware fingerprint - When I press submit, I get some weird server error (see text below) and no e-mail with my activation key. Can you help me David? I wouldn't be too happy to wait until Monday (back to work again) while I was hoping to batch convert some files overnight and start with some editing tomorrow :( Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, root@localhost and inform them of the time the error occurred, and anything you might have done that may have caused the error. More information about this error may be available in the server error log. Apache/2.0.52 (Red Hat) Server at formmail.monstercommerce.com Port 80

February 7th, 2009, 03:22 PM	#2
David Newman CTO, CineForm Inc. Join Date: Jul 2003 Location: Cardiff-by-the-Sea, California Posts: 8,095	We are working on it, our ISP is not very friendly, and they have changed something they shouldn't have. __________________ David Newman -- web: www.gopro.com blog: cineform.blogspot.com -- twitter: twitter.com/David_Newman

February 7th, 2009, 04:20 PM	#4
Pete Bauer Wrangler Join Date: May 2003 Location: Eagle River, AK Posts: 4,100	Same for ProspectHD. I had previously deactivated to do some hardware upgrades, and now can't activate, so effectively locked out of my own editing suite. Has your ISP given you any time estimates, or failing that, will you be executing a backup plan to get customers access to their software soon? __________________ Pete Bauer The most beautiful thing we can experience is the mysterious. It is the source of all true art and science. Albert Einstein Trying to solve a DV mystery? You may find the answer behind the SEARCH function ... or be able to join a discussion already in progress!

February 8th, 2009, 08:48 AM	#6
Pete Bauer Wrangler Join Date: May 2003 Location: Eagle River, AK Posts: 4,100	Looks like the server is still down this morning. Thanks much for the email option; will do. Perhaps it is time to find a new ISP, or if you're locked in to the existing one for a while maybe maintain a ghost setup on a second ISP? __________________ Pete Bauer The most beautiful thing we can experience is the mysterious. It is the source of all true art and science. Albert Einstein Trying to solve a DV mystery? You may find the answer behind the SEARCH function ... or be able to join a discussion already in progress!

February 8th, 2009, 05:39 PM	#8
Pete Bauer Wrangler Join Date: May 2003 Location: Eagle River, AK Posts: 4,100	Appreciate the straightforward info, David. Hope you're setting up your new activation system with a different ISP! Water under the bridge for me at this point, but just FYI I did email my info first thing this AM for a manual activation as Jake had suggested and got no response back. I won't be editing in the next day or two, so again, it is no issue for me personally -- but there may be others out there losing time/money awaiting the aforementioned manual activation. Is that still available or should folks simply stand by for the new automated process sometime tomorrow? __________________ Pete Bauer The most beautiful thing we can experience is the mysterious. It is the source of all true art and science. Albert Einstein Trying to solve a DV mystery? You may find the answer behind the SEARCH function ... or be able to join a discussion already in progress!

February 7th, 2009, 04:03 PM	#3
Taroen Pasman New Boot Join Date: Jan 2009 Location: Houten (Netherlands) Posts: 11	Allright, I'll just wait until your ISP has sorted things out :) Thanks for the quick reply David...

February 7th, 2009, 11:03 PM	#5
Jake Segraves Sponsor: CineForm Join Date: Apr 2006 Location: Carlsbad, CA Posts: 153	Anyone still experiencing this problem, send an email to support that includes your name, serial number and system code (hardware fingerprint). With that I can manually generate a key for you.

February 8th, 2009, 01:57 PM	#7
David Taylor Major Player Join Date: Sep 2003 Location: Solana Beach, CA Posts: 853	Guys, I really apologize about the server problems. Our host, Network Solutions, without notification, removed some form submission features we use for activations/deactivations and for downloads. I mention them by name because they've done this to us before, and I don't recommend anybody do business with them. While my frustration doesn't help you, at least it shows we're "with" you and working on it. We've had to redesign the way we process activations and deactivations. It should be back up tomorrow. The short term workaround for downloads and updates is that I've provided a direct link for each product in the Downloads area: CineForm Downloads

February 9th, 2009, 04:59 PM	#9
David Taylor Major Player Join Date: Sep 2003 Location: Solana Beach, CA Posts: 853	Activation / Deactivation now working! Sorry for the problems with activation and deactivation the last three days. It's now back up and running!