Weather gadget says 'product not authorized' after we paid for it. HELP!

  • 1
  • Problem
  • Updated 3 years ago
  • In Progress
Weather gadget says 'product not authorized' after we paid for it. How does it get authorized and begin showing area weather? 
Photo of betty massey

betty massey

  • 112 Points 100 badge 2x thumb

Posted 3 years ago

  • 1
Photo of Robb

Robb, Official Rep

  • 76,676 Points 50k badge 2x thumb
Betty,

Sorry to hear you are having trouble. Can you email store@risevision.com and let me know your Company name and if possible the Subscription ID that would have been emailed to you after your purchase, and I can check out what's going on?

Thanks!
Photo of Robb

Robb, Official Rep

  • 76,676 Points 50k badge 2x thumb
Thanks for sending that in Betty. I'll get some answers in this and let you know what I find.

Thanks!
Photo of Datacall Support

Datacall Support

  • 180 Points 100 badge 2x thumb
Good Afternoon,
We apologize for the inconvenience. Is this happening during preview of the product or is it showing this message on the actual player during presentation?

Thank you for your patience.
Photo of Robb

Robb, Official Rep

  • 76,676 Points 50k badge 2x thumb
Betty,

I'm seeing the same thing in Preview, but on my Display, in trial it shows as expected, and after purchasing it shows as expected.

Can you confirm that this is only in Preview mode that this is occurring?

Thanks!
Photo of betty massey

betty massey

  • 112 Points 100 badge 2x thumb
It is happening in preview mode and when I Publish it, it is still looks the same with same error message.
Photo of Robb

Robb, Official Rep

  • 76,676 Points 50k badge 2x thumb
Thanks Betty, just to confirm for Jason, this is only occurring in preview, not on the actual Display.

Thanks!
Photo of betty massey

betty massey

  • 112 Points 100 badge 2x thumb
When I hit button choice of "Display", it still shows error message as stated above. It does not change.
Photo of Datacall Support

Datacall Support

  • 180 Points 100 badge 2x thumb
I am able to recreate the issue and I should be able to resolve the bug by the end of day if not sooner. 
Photo of Robb

Robb, Official Rep

  • 76,676 Points 50k badge 2x thumb
Thanks Jason! If you can let us know when that fix is rolled out, I'll ask Betty to try again to see if all is fixed.