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» Online Classroom   » Tech Support   » Software registration process   » 4. What if I do not get my emailed KEY immediately?

   
Author Topic: 4. What if I do not get my emailed KEY immediately?
David Burch


 - posted February 08, 2003 09:32 PM      Profile for David Burch           Edit/Delete Post 
If your KEY does not show up in your email within a few minutes, there are two likely reasons for this.

(1) Your email system might be temporarily slowed down due to heavy traffic or other reasons. The easy way to check this is to simply use your email program and send yourself an email. If that does not show up as well, your email is slow for the moment. When it starts working, your KEY will show up. If that is the source of the problem -- ie you cannot get mail from yourself -- then it will not help to send the registration again.

(2) The other reason we have seen is that the wrong email address was entered. Please compare your print out of what you sent to be sure that the email address was correct. If the address was wrong, just register again and correct it. This second registration with the same serial number and CODE will not count as a second registration.

Using a wrong email has been the most common source of "missing KEYS."

From: Starpath, Seattle, WA
David Burch


 - posted January 13, 2004 08:44 PM      Profile for David Burch           Edit/Delete Post 
(3) As of about December 03, we have noted another possibility that might slow down or block your reception of the answer KEY by email.

That is a local spam filter on your computer or on your internet provider's comptuter might prevent your receiving mail from starpath that you have not approved in some way. If you know you have such a filter in effect, and you have not received your KEY, then you might look into that possibility and ways to relax the filtering until you get back the KEY.

If you have a strong filter that only accepts mail from designated senders, you would need to add "3hats.com" to your approved list of senders, as that is the name of our server that sends the registrations back to you....or you might temporarily lower the level of filtering and submit the registration again.

...or you might even find the registration in a folder called "junk mail." It all depends on how you have the filter set up.Typical spam filter systems sometimes have an option for either just moving the junk mail to some holding folder or removing it immediately.

This interruption of registration due to spam filtering has occurred most often for those using national services such as aol, earthlink, hotmail, yahoo, etc., with the clear majority from aol and hotmail.

Note that if you do find you have a strong filter in place that might have been the cause of not getting the registration, and you do not see it in the junk mail folder, then you would have to relax the filtering and submit the registration again. Using the same CODE and S/N will not count as a second registration, it will just send you the KEY again.

All of our tests on this showed that one of the above procedures should do the job.

In any event, if you do not get your KEY within some reasonable time period (an hour or so -- it should in principle be in minutes) and you have ruled out the above issues or cannot tell whether or not they are the issue, then you can email us and we will send it to you manually--usually not later than the end of the next business day, more often earlier.

Please include your CODE and your serial number.

From: Starpath, Seattle, WA


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