Hello i hope anybody from the pmdg Supportteam will read this post.I opened a ticket in the support system on May the 15th at 17:27z (i dont know if i should post the ticket numer). I have some trouble with the reactivation of the JS41 downloadversion. I bought it in early fall 2009 and activate it. Then in Dec. 2009 i bought new hardware so i activate it again... last week i had a HDD crash.. I bought a new HDD and reinstalled the hole flightsim.Then i tried to activate my JS41 but the installer says i have reached my activation Limit. So i opened a ticket in the support system. I got an answer about 12 hr later that Robert had to decide if any additional installations can be authorized. Now i wait and wait but nothing happened. In the meantime i tried to help me myself.. I reinstalled the old HDD and after several attempts Windows booted, so i uninstalled the JS41 hoping that the installer on the new HDD would now work.. but i hoped fruitless. Activation failed.. I searched the product page and the EULA but the only hind i found was that i must have a working internet connection for installtion. No word there that i only could install this plane 2 times. Well it is no problem for me to ask the support for reseting my activation count. But its a problem for me to wait over 5 days... I mean that is poor service.. and its the first time i ask for reseting the counter. This plane is not a 5 bucks addon...If i ask ever month for reseting the counter i would understand that Robert has to review the license. I add replys to the ticket but no answer from the support..Then on May the 19th i tried to contact the support via mail.. But no success.. i tried 5 Mailaccounts (my 2 private Domains, google, hotmail, yahoo) i never got an autoresponse so i think the mail didnt reach the support..What is the normal time for reseting the activation counter? Has someone experiences with this? Please help me to activate the plane agian. Thank you for any help and kind regards from GermanySebastian Schroeter

Sebastien,There's only one person on the team who can reset J41 validations right now due to an issue in creating new support user accounts with the online service that runs the licensing. That person is on a trip right now and it's not possible to get reactivations done until he sees the tickets. Sorry for the inconvenience, the company's been telling us a fix that will allow more users to access the system is right around the corner but thusfar it hasn't been.

Ah ok thank you for the reply.. when Robert is on a trip i must wait ;) no problem at all.. but it were nice to know this.. a small post from the support in the ticket and all were fine.. but nothing to hear is really bad :)You can close or delete this topic if you want..Thank you again for replySebastian

I'll start sending a ticket reply when I forward tickets to him, that's why - the ticket gets "handed off" to him and I can't see it after that.

Oh ok i didn`t know that you dont see the ticket when you forward it.. i am sorry for being impatient. I will wait till Robert is back.Thank you very much for (fast) support and explain me why i dont got an anwser right now.Best regardsSebastian

Just talked to him finally, he said he'll get to the tickets when he can. He's pulling 18 hour days campaigning right now.

Thank you Ryan,but no stress, now i know the background and i will wait patiently. I only didn`t understood why my ticket take so long, but now i understand and i will wait.. in the meantime i will find another plane that i fly. Its time to learn the MD11 i think ;)What do you think about a little news in the support system, that tickets forwarded to Robert will take sometime longer as usually ? like you did it as the team was on the boeing road-trip ?

Hello.. again.. :( Now it's day 14 after I opened the ticket in the support system... day 9 after I posted here.. and I can`t fly the JS41.. I got an answer from Robert at May the 24th that he need an explanation why I try to install the JS41 on a third machine ?! I answered about 8hr later but then again silence....BUT in the ticket I explained on may the 16th that I change the Hardware in Dec. 2009 and now had a HHD failure like I did it here in the forum.. Sorry but I am really angry now.. I waited patiently 14 days.. but now I am at a point where I have to say: never again a PMDG download product.I used the JS41 like in the EULA agreed.. one install on one PC.. I never have shared my code I never had 2 installations at the same time.. I pay for all my payware addons. I don't own any pirated software! But with pirated software you don't have such problems I think... (I don`t support pirated software and won`t use it anyway!)If you think if you buy the JS41 and then you are only allowed to install the file 2 times and then never again, write it on the product page that hardware change is prohibited. If Robert is too busy for CUSTOMER Support then he should delegate it to someone who had the time.. (but for forum post about the price of new products he had time!)Sorry but I am really disappointed from PMDG.I paid much money for the license but I can

Sebastian-I still need to evaluate the information you provided against the facts contained in your license history.At first glance your explanation does not match your license use history, and I must evaluate "why" before taking further action on your case.Further discussion of your license history and the reason you were locked out of your license access will not be tolerated in the forum.