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Mac OS X 3.12 Upgrade Support Center - Read Initial Post Before Posting

ZBrush Usage Questions
#361

OK Gang, got a little news for ZB Command Central (Pixologic.) What they told me on the phone is all of the “Cleverbridge” emails had been sent (that is, if you bought ZB from Cleverbridge in the first place.)

All those who bought from resellers, or old timers like me who got it through Digital River, and other sources are being hand processed as we speak. There is still quite a queue and they could not give me an ETA for when the hand-processing of upgrade requests will be done.

Again, if you didn’t get your ZB from Cleverbridge in the first place, they are still manually processing upgrade requests. (Status 4pm Pacific Time, 7pm Eastern Time, Midnight GMT)

Hang tight for a little longer and your upgrade instructions will be on the way as so as they get through processing all the hand-verify requests from non-Cleverbridge customers.

Cheers!
-Kerwin

[Editor, feel free to modify my post to correct any factual flaws.]

#362

No it shouldn’t be a problem with Gmail. That’s what I’m trying to say. Their spam filters have always been really good to me. I hardly ever get solicited mail ending up in my Gmail spam folder. That is why I doubt that I ever got the download link.

#363

Hmmm, I’m a Cleverbridge customer, and have yet to receive my email. So, apparently not all of us have been covered. That or something is screwy with my particular order, who knows. Anyone else a Cleverbridge customer that’s still waiting?

#364

Yes I am. I am calling Pixologic now…

#365

Well they didn’t send one to me.

#366

Everything sent to [email protected] so far has now been put through for manual processing. That’s everything up to this minute.

I don’t know how long it will take for all of them to be completed, but they are certainly being worked on! And I can see that some of you have already received your upgrade info. So it is moving forward. :slight_smile:

Thanks again for your continued patience. :slight_smile:

#367

thanks for clarifying :slight_smile:

I am a cleverbridge customer, I registered for the update with pixo within hours of the form going online. I received my rsvp on the 2nd sept…and thats the last I’ve heard. No emails or contact from anyone. I mailed mac3support at 7:18GMT…still nothing

#368

All I got on the phone was if your original order was Cleverbridge, it should have been sent. If not, you should the email the mac3support address. Anything that required them to hand verify your eligibility for upgrades is still being processed. (I didn’t press them hard, they sounded pretty harried at the moment.)

-K

:slight_smile:

#369

Okay, pretty much had enough of this now. Bought the app in Feb so am definitely on DumbBridge’s books. No email from them whatsoever - not in my junk folder or anything.

Got my case number email on 1st October but after that, nada. Emailed the Pix support line today at 8pm - it’s now gone middnight and no response so have given up and am off to bed.

If I don’t get anything by mail tomorrow, then it’s on the phone when the US wakes up… otherwise I’ll miss my weekend of ZBrush action.

All in all a disappointing week for me so far.

#370


As I said much earlier today, ANYONE who has not yet received an upgrade link should email the info to [email protected]. Just follow the instructions in the first post on this thread.

Do not be alarmed about not receiving a response to that email. The only way I could handle all of them today was by not replying. I have simply made sure that each one was put through for manual upgrading.

Please do not call to check on your status because the person who will answer your call won’t be able to help with that, and won’t be able to push yours through any faster.

Repeated emails to [email protected] won’t speed things up either. In fact, they’ll only slow things down for everyone who has emailed after you.

We are working as quickly as we can!

jamespthornton: I remember putting yours through earlier today. So you don’t need to worry. It’ll come!

#371

rub it in why dont u… im still waiting. :wink:

#372

Hopefully there will be a nice surprise for us in the morning! :slight_smile:
I hope so, as I was planning on showing it off to one of our clients tomorrow…just have to resort to windows if all else fails

Thanks for doing your best to keep us up to date Aurick

#373


Have you sent your info to [email protected] today? If not, then please do so. If yes, then we are working on your upgrade. Please be patient. :slight_smile:

#374

Awww crap, sorry man, I just resent the info! My bad, just figured with emails not making it out, some might not be making it in! That’s great news though!

#375

I bought through Cleverbridge, ten months ago, and I have not received an email with a download link. I have checked my email log and no email from either Cleverbridge or Pixologic has been bounced - both emails from Pixologic confirming that I was on the ‘upgrade’ case list got through to me.

The email I sent to [email protected] five hours ago hasn’t been returned to me undelivered, so I am hopeful that it has been received and will be acted on in a reasonably timely fashion.

I’m certainly not annoyed, I appreciate that huge effort is going into sorting the situation out and I’m fully expecting this to turn out well in the end - but at the same time I am a bit concerned about all the confusion, the strangely convoluted process, and the mixed messages.

Mark

#376

ahh, that is great news, thanks for keeping us posted.

so the ones that sent the emails to that email address, can we expect to get links over night, or will the work be stopping when you fine folks need to go home to your families (meaning will it be automated, or all hand processed completely).

#377

Aurick,

As much as I’m annoyed by the entire thing, I just wanted to say that all the updates are greatly appreciated. Things are so much easier to take when we are actually getting communication. I know it can’t be very easy at the moment to get a post in either.

Here’s to hoping my 15 month wait will be over within a few hours.

Cheers,
Holto

#378

YES!!! UP and running!!!

Only thing is the email that says should have an activation key doesnt have an activation key.

#379

First of all… got my upgrade. Awesome.
BUT…
I asked earlier, can I still activate on more than one machine, because I would like it at home and at work… and I didn’t want to wait until tonight (now) to open it. The answer I got was YES… as it was before w/ZB2. So I get home and try to activate and I got a message saying I have reached my limit (ONE) activation. I have to now REQUEST to DEACTIVATE my work computer.
So I did.
Is Pixologic closed now? Do I have to wait until work hours tomorrow for them to deactivate?
Do I have to wait another 24 hours to use it??
I asked first because I didn’t want to jeopardize activating it at home! This is not “office” software. It’s my personal s**t.

So… only one computer?

#380

Contact Mac3Support with your Cleverbridge reference number and serial number. I’ll get that extra activation added onto your account.

As I explained before, all upgrades were put through with one activation. We will be adding another activation on to all accounts automatically in the coming days (once the servers have had a chance to cool down a bit). But if someone needs that second activation NOW, simply contact [email protected] and we’ll get it added for you.