For WD… Loss of Activation problem on WD Smartware Pro 2.3.0 was first reported on this thread 3-weeks ago and more more information was promised. Community Manager Bill S posted:
Sorry, we weren’t ignoring you. We are taking this issue seriously, and we will get it fixed. As soon as we have more information, we will notify you.
The last feedback was two weeks ago - Bill S posted:
We are looking into this. However, we will need to get further information from those of you that are willing. Each of you will be contacted by Support by private message. Please respond.
As evidenced by 5-pages, 39 replies, and 499 views in this thread - the problem continues. Repeated requests have been posted by users for WD to provide feedback.
Calls have been placed to WD technical support and instructions followed to uninstall/reinstall the program and provide WD Smartware logs. On other calls – I was told the problem was a server problem at WD and there was nothing to be done at the PC level. I was told that once Activated, the program did not connect with the server…and should remain activated. So it appears there are 2 issues causing frustration with Loss of Activation and inability to use purchased software with confidence. One user asked how he could get a refund. There was no reply from WD, but it is a legitimate request.
Moderators could improve WD’s relationship with users by being more active in these forums.
I received an email from WD on 4/17 that referenced my case number for loss of activation. It was a request to complete a customer satisfaction survey. If it were completed today, my comments and advice to friends would be to avoid WD Smartware Pro.
I purchased a Western Digital back up drive in December, and then PAID to get the full version of the software… As I have now spent over 2 hours TRYING to get this to activate AGAIN!!! I am now really fed up… Almost every time I switch my PC on I have to do this, spending 2 hours tring to get it to work is a joke.
As far as I can tell the software supplied by Western Digital is NOT FIT FOR PURPOSE and as such I would like a FULL REFUND of the money I paid for software which I am unable to use… IT DOES NOT WORK!
Please contact me for details were the refund can be sent…
I will then go out and buy some reliable and useable software that does do what it should…
I had problems with the software last night and so reinstalled, only to be prompted for the activation code, fine I thought I have that, but it wont accept it!
I have only been using the drive since Thursday but it looks like their severs can’t cope with the demand…
This is an ongoing problem that is there one day, then vanishes, then comes back. I’ told its the ‘transaction servers’ and I’m also told they have been fixed. Obviously the fix didn’t take.
Personally I’ve given up on this software because I have no idea what has been backed up and what has been missed. I cant trust it anymore.
I thought it was fixed, but it’s now asking for the activation code again but not accepting it.
WD, if you can’t fix this, why not offer all of us customers, a refund of our purchase? Or at least send us a file that “unlocks” the software permanently?
Today - I lost activation on PC #1. PC #2 remained activated - even after a reboot. Both are Win 7/32bit.
Attempted to reactivate using email/code…but after a few minutes the “error message” occurred stating “try again”. I tried again and it failed again.
I remain hopeful that WD is treating this as a priority and will resolve the problem very soon …and notify us when resolved. But - at this point , I consider WD Smartware unreliable because of continued Loss of Activation and recommend WD Smartware Pro not be used as the primary program for continuous or daily backups.
Have I got this right? The Smartware Pro has to check with a server to validate the acitivation when you open the Smartware Pro program?
Usually I have my modem off unless I am using the internet. The Smartware isn’t running unless I click on the desktop icon.
I have the 30 day trial at the moment so maybe it isn’t checking for an activation code. The Ultra was bought 3 days ago and haven’t used it a lot. I did read about the 2.3 software update, haven’t loaded it yet.
The way I plan to use it is to backup files but I won’t be on the internet when doing this.
If I open Smartware Pro when it is activated after the 30 day trial do I have to be on the internet in order to start the program? I don’t use the internet a lot so it seems like a hassle to have to turn on the modem and wait for the connect in order to start a program.
Thanks in advance for any responses to this question.
First time activation requires Internet connection.
If activation is lost - it also requires an Internet connection.
Don’t know if WD Server is contacted with each use of WD Smartware Pro. I was told - once activated - It should remain activated…but it does not. There seems to be no explanation - to date - as to why activations continue to be lost.
Thank you d-wduser. That makes more sense, once activated it stays activated.
I’m wondering if I should keep it. After reading about all these problems such as activation of Smartware Pro and the problem of it not backing up new files that the 2.3 update should address this does not seem like a wise purchase.
I appreciate the help. Now I have to seriously consider this purchase.
After trying all day yesterday to get this pathetic software reactivated again! I finally managed to get it to accept the code at 11PM last night…just before I turned my PC off for the night…
8am Sunday…switched on…NO ACTIVATION!! now it won’t reactivate again…
Just off to find my old copy of Memeo backup to use again…it was slow but at least it was RELIABLE!
SHARING WITH YOU THE MESSAGE I GOT SOME WEEKS AGO FROM WD AFTER MANY PHONE CALLS, EMAILS.
VERY DISAPPPOINTED. SHOULS NOT SELL THINGS THAT DON’T WORK (HAVE 2 LICENSES AND BOTH DON’T).
WOULD LIKE TO BELIEVE THAT AT A CERTAIN POINT A COMPANY LIKE WD WILL GET THEIR ACT TOGETHER AND COME WITH A SOLUTION?
THANKS
Dear Mr. XXXXX,
Thank you for your reply and apologies for the delay.
I was just informed, that we seem to have some server issue, that is why some customers are experiencing this problem with updating license of Smartware Pro.
Please provide also logs from C:\ProgramData\Western Digital\Logs\WD SmartWare\ComputerName and I will escalate the case with it for further investigation.
If you have any further questions, please reply to this email and we will be happy to assist you further.
I finally got my activation code to work after weeks of trying to activate. I added SmartWare Pro to my fire wall to allow it to communicate through windows’ firewall. It worked, the software was more responsive and validated my Smart Ware activation code. Hope this helps. Hope this is the fix that we all been looking for? Good luck.
Dear echo14, I am a computer novice. Please could you tell me how to add SmartWare Pro to my firewall. I have Windows Vista. Great that you have found a solution. Thanks
Bill_Sof WD Community. Thank you for your recent post. Hoping for the fix very soon.
This evening I received a phone call from a very nice WD technical support representative who thanked me for providing logs …and said the WD development team is working on the problem and a fix should be available soon. He said he would call or email me as soon as there is a fix. I will post any other feedback from WD.
During the call, I was asked about my use of WD Smartware Pro andI explained that I support 3 Laptops (all Win 7) with WD Smartware 2.3.0 - Not PRO and have no issues. I purchased WD Smartware PRO (2.3.0) to obtain licenses for use on 2 Desktops (Win 7) with Seagate USB drives.
I stated I have experienced LOSS of ACTIVATION for about one month…and now only use WD Smartware Pro in a manual mode via “Backup Now” …until the problem is resolved.
I am having the same problem. My credit card was charged on April, 4th, and very day i´m asked to enter my activation code an error message always say to try it later. I’m doing it for more than one month!
