Well, I finally received the message from Cleverbridge saying that the problem is ZBrush’s licensing system.
Seems like some finger-pointing is going on. :rolleyes:
What is happening is that sometimes when Cleverbridge system talks to our system to get your serial number, our system is unable to reply due to traffic volume. This results in the error.
We are working hard to keep the servers running as smoothly as possible, but these things happen.
Once this has happened to an account, though, it is impossible for Pixologic to resolve the issue with your account. Cleverbridge needs to put the request through again from there end, telling their system to query our server again.
Yes, the error is caused by Pixologic’s server. But only Cleverbridge can fix the problem in your account once it has happened. It is not an intentional run-around being done to you. Most likely, the specific rep you spoke with just doesn’t realize that they need to have their system query ours again.
If you speak with a rep who sends you back to us, please ask to speak with their supervisor.
Same here, guys.
Early this morning I filled out the registration, pushed the ‘Submit’ button, and got the dreaded “There has been a problem while processing your delivery.”
I thought they re-queried the Pixo servers for serial numbers automatically, but apparently not.
Supposedly, Cleverbridge will email you when the problem is resolved, but it could be 1-2 days according to them, although they say ‘generally much less’.
Having still heard nothing 6 hours later, I emailed them - but I imagine they’re getting a lot of those as well, soooooo…
:rolleyes:
Yes, I just got off the phone with Cleverbridge, told them it had been 6 hours since my problem arose.
Their ‘supervisor’ told the person I was on the phone with that the problem had to be fixed on Pixo’s end. They (Cleverbridge) do NOT re-query Pixo’s system repeatedly for a serial number for me.
So. There you have it. Dead end.
Aurick says the problem has to be fixed at Cleverbridge; Cleverbridge says they can’t fix the problem until they get a serial number from Pixo, and there’s nothing ‘they’ can do. Straight from their mouths!!
What shall I try next? Sorry. I’m not whining or complaining here. I get it when I get it, but Cleverbridge says they can’t do anything about it, and they don’t re-query for a serial #, so what’s my next move? Or should I sit on my hands for a couple weeks until this all blows over?
edit: ok i’m sorted, the backup email arrived and got me up and running
ok i didn’t get any errors i’m just a complete moron. my clever bridge link worked fine, but when i started installing i closed all other programs like an idiot
so i’m in the same boat out of stupidity, how would I go about getting my serial number reset
You should have gotten an email with the serial number. The problem is that the email contains the error about connecting to the database server and not a serial number.
I am getting the same issue and also feel like I am getting the run around. Back and forth from cleverbridge to pixol. Fun fun. Meanwhile we sit here with installed software that we cant use. :td: 
i called them on the phone again and read aurick’s response to them verbatim hoping that maybe they would ping the servers again for me. they said they would e-mail me a new link when their tech department fixes whatever it is, but the customer service lady could not do anything more than that.
so, join the queue, i guess. i’d still recommend calling them with your cleverbridge reference number at least twice and making sure they flag your purchase as one that was affected.
1-866-522-6855
Yeah, sad to say this is the same thing that just happened to me.
Okay, I just got off the phone with Cleverbridge, told them it had been 6 hours since my problem arose, after ‘registering’:
“There has been a problem while processing your delivery. We are already working on this technical issue and may be waiting for information from the software publisher, which may cause short delay.”
Their ‘supervisor’ told the person I was on the phone with that the problem had to be fixed on Pixo’s end. They (Cleverbridge) do NOT re-query Pixo’s system repeatedly for a serial number for me.
So. There you have it. Dead end.
Aurick says the problem has to be fixed at Cleverbridge; Cleverbridge says they can’t fix the problem until they get a serial number from Pixo, and there’s nothing ‘they’ can do. That’s straight from their mouths!!
Sorry. I’m not whining or complaining here. I get it when I get it, but Cleverbridge says they can’t do anything about it, and they don’t re-query for a serial #, so what’s my next move? Or should I sit on my hands for a couple weeks until this all blows over?
I just got a message from Cleverbridge (4 hours after my message):
"
Dear …,
Thank you for your message.
We apologize for any inconvenience you may be experiencing from the delay of your
software license.
Unfortunately, there has been some technical difficulty in the software
manufacturers ability to create license keys for multiple orders.
This is a known issue and cleverbridge is currently working with Pixologic to
resolve this matter as quickly as possible.
Please let us know if you have any additional questions or concerns about your order.
Again, we do apologize for any inconvenience this has caused.
Should you have any questions, please do let us know.
Sincerely,
…
"
From this point it would be great to know how the collaboration between cleverbridge and Pixologic goes in this matter, and how is it possibly going to be solved. Resending the serial numbers automatically? Or should we ask them later? It´s also a bit of mystery to me why is it done this way. I mean pixologic->cleverbridge->customer - I assume it´s a security thing? Obviously the cleverbridge system ain´t that “clever” when it gives an error without any automatic attempt to deliver the information correctly.
I also assume that the “multiple orders” meant multiple passes for delivering the Serial Number, and not multiple license copies ordered?
EDIT: I just want to say that I´m really not complaining. I couldn´t lay my hands on ZBrush for the next two days even if I had it working - I just don´t want to make any mistake with licensing that might lead into even more complicated situation (although Zbrush Support Central was always helpful 
)
OK, there is no need to keep contacting Cleverbridge.
They have the ability to track the accounts for which a serial number was not able to be gotten. When the issues are sorted out, they will resubmit those to our servers and you will then get the emails with serial numbers.
Please be patient. I know it’s hard sometimes! We’ll make sure that nobody gets missed.
Ah well, finally got the serial number re-sent by contacting them directly by email - and now the activation is refusing to accept my email address. Entirely bored of this waste of time, I’m giving up for now, will come back in a week or so when everything’s calmed down…
I’m sorry, aurick.
I started another thread in hopes that you would see it, but you’ve seen it here.
I misunderstood. I thought you had mentioned somewhere that if you hadn’t heard anything in like 6 hours or so, to go ahead and contact Cleverbridge, which I did.
I also just got the same email just moments ago as ghost-d above.
And as I said, not complaining or whining at all. I’m thrilled to be getting it, but was just trying to expedite matters. You said, ‘We’lll make sure nobody gets missed’, and that’s good enough for me! Thank you. Just wanted to make sure I didn’t get lost in the ‘shuffle’.
More than anything, it must be a real nightmare for all you Pixo folks! 
Just for the record, I’m not sure the pain stops there. I worked with Cleverbridge to resolve my issue, which they did quite well considering. My resulting serial does not successfully web-activate… I’ve sent the email activation request to Pixologic… :qu:
nothing new from cleverbridge:(
maybe i should send a new support ticket to pixologic to get a new downloadlink and web activation serial number?
Hi Guys,
Here is a comment from a program developer point of view. 
No so clever Cleverbridge has been sloppy with their system programming. The person who wrote this code assumed errors never ever happen. No good, experienced programmer would make this mistake. Perhaps the code was written by a school kid on work experience.
A simple test of string length would have shown that an activation code was not returned to the request.
Warning: mysql_connect() [function.mysql-connect]: Can’t create UNIX socket (12) in /home/regadmin/public_html/xXCB/config/settings.php on line 13
Unable to connect to database server: Can’t create UNIX socket (12)
Normally this error would be written to a log file and the request would be reviewed for corrective action. Since the error is coming from a connect function, it is easy to realise the solution is to try again later.
It is standard of good quality programming to implement a optimum response and automatically retry after waiting a sufficient amount of time. 
Not so clever Cleverbridge says they never retry. This is the same incorrect assumption that nothing ever goes wrong. :o
Since they did not cater for the error, they probably had no idea it even happened until they got a lot of calls about it. Some of their early responses indicate they didn’t even realise the error was being mishandled by their code, so they blamed Pixologic. :mad:
But Pixologic is not blameless either. They simply forget to load test their server to see how much traffic could be handled. They could have asked not so clever Cleverbridge to space out the database requests to manage the expected traffic. And not so clever Cleverbridge could have warned Pixologic that they should ensure they had the server capacity to handle the larger than normal traffic.
Pixologic should ensure that a successful and error free delivery of activation codes is guaranteed by not so clever Cleverbridge. This is easy to do if you anticipate potential problems and include solutions for them.
Sorry for such a long comment, I got carried away with a little process analysis.
I hope both parties to this embarrassing affair will learn to work together better and maybe even talk to each other.
I am looking forward to not so clever Cleverbridge admitting their mistake (at least to themselves). They should issue an apology for their sloppy code and deliver the activation codes they have been contracted to do.
Regards
Luther50 - Paul
got a response from cleverbridge
"We do apologize, but Pixologic is having a complicated issue and is still working on resolving it.
They will email you once the activation can be complete.
Sincerely,…"
so i have wait to for a new mail from pixologic,
shouldn’t i get that serialnumber from cleverbridge
Got a solution for upgraders:
- The email with the SQL error - view it as text and look for the following:
'Please find all information on how to use this product on the following
page:
https://www.cleverbridge.com/…’
-
Copy link and direct your browser to it
-
This will bring up the download screen you have already seen (with the same SQL error)
-
Click on ‘Order CD’
-
Click on the ‘here’ link under your name to access a summary of your previous orders
-
You can reorder the upgrade on the linked page, which will issue you a new Cleverbridge reference number and more importantly a serial number.
@hmphh
we all got the same
“home/regadmin/public_html/xXCB/config/settings.php” error link
