7 replies to this topic

[Steve]

After you purchase Storyist, your license file is sent to the email address you provide at checkout. Normally, installing your license file is as simple as clicking on it in your mail reader. If this doesn't work for you, take a look through the following troubleshooting guide.

Problem: I haven't received my license file.

After you complete your purchase, you receive two email messages, one from eSellerate (the payment processor) containing your purchase details and one from Storyist containing your license. If you do not receive these emails within a 5-10 minutes after you complete your purchase, check your spam folder; your spam filter may have flagged them as spam. If you don't receive either of the emails, it is possible that there was a typo in the email. If you suspect this was the case, send email to support with your order information and we'll send a copy of your license out to you right away.

Problem: I click on the license in my mail reader but the license doesn't install.

Storyist licenses are simply text files with the extension ".storyistlicense". Some mail readers (e.g. Entourage) can rename the extension of the attachment. If this happens to you, save the license to disk, rename the license to have the correct extension and open the license file with Storyist. Alternatively, you can drag the license file to the dialog you see after you click "Add License..." from the Trial dialog.

Note: For Storyist 2, the extension changed to ".storyist2license".

Problem: I had to rebuild my machine and I no longer have my license.

Not a problem. Just send email to support at storyist dot com from the email account you provided when purchasing Storyist, and we'll send you another copy.

[Keybored]

A quick question with apologies if I've missed where this information is already spelled out. May a user have storyist on both the desktop and the coffeeshop machine (alias, laptop)? I do a latte writing there.

Thanks...

[Steve]

Keybored, on Apr 16 2008, 04:27 AM, said:

A quick question with apologies if I've missed where this information is already spelled out. May a user have storyist on both the desktop and the coffeeshop machine (alias, laptop)? I do a latte writing there.

Thanks...

Absolutely.

If you want to view the license text, choose Storyist > License... from the main menu and click on the License Agreement button.

-Steve

[mjodonnell]

Every time I try to run Storyist it tells me my license has expired. I cannot launch without getting that screen. If I try launching from my license file, it asks me if I want to replace the license I have. If I say yes it opens the file. I have emailed Support twice and gotten no reply.

[Steve]

Hi mjodonnell,

I apologize for the inconvenience. I'll try to address your questions below.

mjodonnell, on Aug 12 2008, 07:15 AM, said:

Every time I try to run Storyist it tells me my license has expired. I cannot launch without getting that screen. If I try launching from my license file, it asks me if I want to replace the license I have. If I say yes it opens the file.

Do you see the message "Your current license has expired?" or "Your trial period has expired"?

If it is the latter, your license isn't installed. I just tested your license here and it is a valid, so it may be that your email client renamed your license. Try this:

• Save the license attachment to disk, making sure to name it <your name>.storyistlicense.
  
• Launch Storyist.
  
• When the Trial dialog appears, click Add License...
  
• Drag the license to the area indicated in the dialog. (You can also click Choose and use the Open Panel to choose the license file.)

Storyist should report that your license was installed.

If that doesn't work, you can copy the license file to ~/Library/Application Support/Storyist (where "~" is your home directory).

I'll send you another copy of your license right away in case something happened to the license itself.

mjodonnell, on Aug 12 2008, 07:15 AM, said:

I have emailed Support twice and gotten no reply.

This is troubling. I don't see any support tickets from your email address. When you send email to the support address, you'll get back an automated reply with a ticket number. Could you please forward the ticket number to me so I can investigate?

-Steve

[Steve]

To follow up:

1) License expiration dialog. mjodonnell has uncovered a bug in version 1.4 and earlier. If you have an expired temporary license in your Application Support/Storyist folder (e.g. because you requested an extension to the trial period), Storyist will not continue to look for additional valid licenses and report that your license has expired. Work around: remove the expired license from your ~/Library/Application Support/Storyist folder.

2) Email to support: An issue with the ticket system we use prevented about a dozen support emails from being read by the system. With the help of the ticket system vendor, we have resolved the problem and email to support should go through right away. You should again receive an automated reply within 15 minutes.

-Steve

[Amundsen]

mjodonnell, on Aug 12 2008, 03:15 PM, said:

Every time I try to run Storyist it tells me my license has expired. I cannot launch without getting that screen. If I try launching from my license file, it asks me if I want to replace the license I have. If I say yes it opens the file. I have emailed Support twice and gotten no reply.

[Steve]

Hi Amundsen,

Welcome to the board!

It looks like you replied to the post by mjodonnell, so I'm guessing you are seeing a similar problem.

I tested your license here. When I install it, I see the message "Success! You have successfully installed your license. Thanks for purchasing Storyist!" Installing the license a second time gives the "replace" messages you were seeing, so you should be able to use Storyist without seeing the trial dialog.

Licenses are stored in the ~/Library/Application Support/Storyist folder (where ~ is your home directory), so if you are still seeing the license dialog, open that folder and remove the existing licenses (the ones with the extension "storyistlicense") and copy the new license you received via email to the folder.

-Steve