Since updating to version 1.6.16, I have lost the DeFeedback license three times.
This issue seems to occur when the system detects the computer as a new device, so I believe this is related to the licensing/device authorization system rather than the plugin itself.
Please investigate and fix this issue as soon as possible.
As you already know, when DeFeedback goes into trial mode, it can randomly mute the audio. I absolutely cannot risk this happening during a live show.
This is a critical issue for live use, so I would appreciate an urgent fix.
If you haven’t already, please could you send a report directly to [email protected] and include your engine logs? This will help us investigate what may be causing the licence authorisation to be lost.
I appreciate the urgency here, particularly given the potential impact during a live show. We’ll work closely with Alpha Labs, as we have done previously, to investigate this and get to the bottom of it as quickly as possible.
We are currently working with alpha labs to identify the root cause of the issue. We will keep you updated with any developments.
Please send engine log files as this contains useful information, with multiple separate user’s log files we will be able to cross-reference and this will assist in our investigation.
Please work directly with Alpha Labs, the developer, and get this issue resolved.
Please stop repeatedly asking me for log files. Wouldn’t the proper approach be for the developers to investigate why the authentication system they created is failing on the Fourier system, reproduce the issue themselves, and then fix or improve it accordingly?
Please, stop asking me for log files and investigate this yourselves. I’m honestly tired of being asked for the same thing over and over again.
This is not a system crash or some random software conflict. This is a plugin authentication issue. Please work with Alpha Labs directly, reproduce the problem, identify why the authentication is breaking on the Fourier system, and fix it.
Many users are experiencing exactly the same issue, and that alone is already strong evidence that there is a defect somewhere in the system.
If it has also been confirmed that this issue is occurring more frequently with the latest version, isn’t it fairly reasonable to conclude that this is a system-level issue rather than an isolated problem on the user’s side?
At this point, I believe the issue itself is clear enough that the developers should be able to reproduce and investigate it directly.
A comment on log files: As a software developer (I’m not working at fourier) I can totally understand why they ask for that. I think you all can imagine that modern software development workflows include running a large number of tests to check if things work as expected before the software is released to the user and still, bugs occur.
Now one of the biggest challenges is the situation where you receive multiple user reports about an issue and you just cannot repoduce it on your test systems, neither through automated tests, nor via manual testing. I‘ve seen this happening multiple times in my carreer. It‘s usually behause environments in which the software and hardware is used are so diverse that you can‘t reproduce any scenario under test conditions. This is where user log files are the most valuable way to understand a problem, especially if multiple users facing the same issue send them in, because then you might be able to find similarities across the configurations. Think of e.g. a problem only occuring in a certain time zone or when the user runs a certain third party plugin on that system etc. Once a developer is able to identify such patterns, it’s often easy to finally reproduce the issue on a test system and start working on a fix.
For software running on devices connected to the internet, there are ways to report error logs by directly uploading logs with a single click nowadays. On isolated systems like the transform.engine, this requires a bit more manual interaction. I hope this might help you understanding why they ask for that all the time and how this can be the best way for you to get your error fixed as soon as possible.
I’ve also encountered what seems to be a similar issue, so I sent my engine log files to [email protected] as you suggested. However, the response I received advised me to contact Alpha Labs directly, as my email was treated as a licensing enquiry.
I’ve replied asking them to forward the logs to you, but I just wanted to flag this here in case other users are receiving the same response.
I have the same problem with the lost license. And I cannot re-activate it, because the License says, it is still registered anywhere else. (Yes. On this machine.)