Ann The Gran Community

In most cases I can find help reading this forum. However today I can't find this answer. I am hoping someone is here to help.  In my e-mail I clicked on free trial for the CE software. I did the download, however it will not run. Was error message is not an authorized user. OK so what next. Why isn't there a place to read about the downloads? Sometimes it's not worth messing with.  I hate to  spend money on software unless I see and use it first. I have been looing for a software to convert designs. Some design Memmory Cards are cheaper than Janome.

 Also, as far as the freebees here and on a few other "embroidery sites" that do not offer formats, how does one Know they want to "belong to a club" if the designs aren't any good? I think that if you want a good customer service rating one would need to provide each prospective "NEW" customer with their format. Do you believe that new to embroidery sewist can afford another expence?? really this is the most expensive hobby I have ever had.

Money is hard enough to get to just waste it on products that wont help what each persons needs are.

Sorry I got on a soap box here, but it is true, I need to try out software and designs. Just so many sites to buy and some , even free, aren't worth the time to download and unzip.

So what to do about that "Free Trial"?

carylanne Janome 10001

I'm having the same problem.  I downloaded the free trial and can't get it to open.  The error message I get reads: The application was unable to set the trial license period. Your trial period may have expired. If your trial period has not expried, please restart the application and try again.

I've downloaded, tried, failed, uninstalled, restarted, downloaded again, etc... each time it's the same error message.  At first I thought it might be my computer but after having tried it twice and seeing that I'm not the only one with the problem I now feel it's on Ann The Grans side and they  need to fix the problem before the sale ends so that we have a chance to try it out. 

I also notice there is no date as to when the sale ends... all it says is it runs for a week.  From when to when does this special run????

I'm not about to spend $60 more to have the CD mailed to me... that in my opinion is a rip off.  On every site I've ever been to the CD cost is never more than around $10.  So what is on the CD that's so special that it's worth $60 ore than the downloaded version?  Times are tight for all of us so please don't rip us off, I'm sure your customers realize that you need to support your site and that costs money.  But as Carylanne says "money is hard enough to get to just waste on products that won't help".  People want to try out new products first.

Please fix this problem with the free trial download.

Nancy

I have downloaded the 30 day trial of Catalog Express but can't get it to open. What am I doing wrong?

Thanks,

Teresa

I just downloaded the Catalog Express 2.5 and am unable to open it. What do I need to do to begin using this software?

Thanks,

Lindas13

I've had problems opening the demo program, I see others have also.  If you have a problem please contact tech support so they are aware of it.  I have and they sent me a fix... but the fix didn't work.  Seems like THEY should fix the problem with THEIR software, not the customer.  But maybe if enough people contact them they will fix the problem, it's worth a try.

Nancy

Thanks for your comments, Nancy. I'm sure that our Support Team is going to continue to work with you until they have it working properly. Please note that with thousands of different computer configurations, there are always going to be issues with certain users. Our guarantee is that we will work with you until you get it working.

The reason for the Products forum is not so that we can have other users answer Support questions, though we are of course happy when users can contribute to the discussion and problem-solving. Rather, the purpose of a shared information exchange like this is to make the tips that come out of the discussions available to all users. We have noticed since we started this forum that this often contributes to speedier and more complete resolutions to problems.

BB

Hi Linda:

If you are getting the same error message as others "trial period is over..." ,yes there is some issues and we are trying to fix the problem ASAP.Please accept our apology for this problem ,you can check the Forum in few days for solution to this problem.

Annthegran Support

Hi Teresa:

You are not doing anything wrong ,we just came to know of this issue and we are working on it to fix the problem.

Please accept our apology for any inconveniences.

Annthegran Support

I bought and downloaded this yesterday and I keep getting this message:

The application was unable to set the trial license period

Your Trial period may have expired

If your trial period has not expired, please restart the application and try again.

well I left a message on the customer service # last night and I got a message to uninstall and reinstall ..I have done this now 4 times and I still get the same message. I did not even start out with the trial version I just bought the software. so please HELP I really want to get started on my cataloging! What do I do now?

also I see the folder says 2.0 when I downloaded 2.5....why is that?

Thank you,

Kathy

hi carylanne,

In reference to your query on converting designs, I also have a Janome and I have found a free design conversion programme at EmbroideryDesigns.com  There are also a lot of other stuff on the website Hope this helps

Leelu

Dear Kathy:

Please accept our apology for this problem ,we know about this issue and working on it to fix it.Please note that remove and reinstalling is for customers who had previous version of CatXP and we suggested them to put back the old version,this is not a solution to new customer as removing and reinstalling the software does not make any difference

Please check the website in few days we will have a new version that fixes this problem.

Annthegran Support Team

I am having big problems with the support team.  I have been trying to download the new version for days now.  My computer will not take it.  I had the registration #.  Tried to register again.  It wouldn't take the number.  I got a message saying I had to pay to upgrade I explained that I have 2.0 verson.  I am totally disgusted with this support team.  As far as I am concerned, this is terrible for their customers.  At this point, I would not recommend this program to anyone.  I have been using Catalog  Express for a few years now.  I just don't understand why there are so many problems.  I see on this forum, I am not alone in this matter.

Rebecca Turner

Hi, Rebecca,

Thanks for your comments. I read the history of your correspondence with our Support Team, and spoke to the Support person you've been dealing with. She mentioned that she is scheduled to talk to you on the phone tomorrow in order to help you get this sorted out.

As we've tried to make clear, with most of the people who've posted in this forum the last couple days, the problem is not with the program itself but with the installation file that we put up 10 days ago and had to take down. The installation file we have up now works fine, like it always did, it just doesn't work for Windows Vista 64-bit machines. If you are trying to install it on a 64-bit machine, you will need to wait until we have the corrected installation file up within the next week or so and I'm sure you'll go back to the smooth experience that you've had with the program for the last number of years that you've been using it.

In reading your correspondence history, it is certainly possible that our Support team may have confused your specific issue with the general problem with this new install that most of these users were having, but I can't really be sure until we get your problem solved and know exactly what is causing it. That is what we are committed to doing with you and all our customers.

I do apologize for the inconvenience that this has caused you, but I think it is unfair to state in a public forum that you are "totally disgusted" with our Support team. From what I can tell from reviewing your correspondence with them, they have always answered your inquiries promptly, politely, and patiently. You are the customer, and it is our job to do everything we can to help you, but I do feel that our Support team deserves from you at least some of the same patience and politeness that they have demonstrated in dealing with your issue.

BB

I downloaded Catalog Express and everything seemed to be going fine until I went back into it and all of my designs that I cataloged say NOT FOUND. What have I done wrong? I deleted the ones I put into the CE and I don't know if I will be able to retreave them or not.

I finally got the software to download and run, however, it has apparently lost most of the designs I have entered into it. Anyone know what in the world I did wrong?

I REALLY NEED HELP IN SAVING MY DESIGNS!!!

Hi Linda-Could you be more specific about your issue?

Are you saving them to a specific area?  Did you 'unzip' them?  More info is required to assist you.

Pat, The Avid Embroiderer

I am sorry you don't appreciate my being vocal about the support team.  I have been reading the feelings of others who have had the same kind of follow-up.  I have been trying to get this resolved since  last Friday.  It is the following Wednesday.  I am waiting for your support team to call.  The bottom line is I am the customer wanting a service that your company offered.  If there were problems with the software, it should have been fixed before you offered it.  Offering support is one thing, but sending an online attachment on your reply just frustrates the customer to a higher level when you had to know it was not going to fix the problem in the short term.  If I am being unfair to support, who do I need to hold accountable for this ERROR!

Rebecca Turner

Thank you for your comments, Rebecca. Unlike most sites, we choose to allow users in our forums to publish criticism because we want to show transparency in our Support process. As you know, our Support team has been in touch with you repeatedly since Friday, offering possible solutions to your issue. We offer a 1 business day response time on product-related questions that go into our Support department, and our records show that we execute on this more than 97% of the time. I wish that meant that every technical problem could be solved in 1 business day, but some are more complicated than others and require more effort to correct.

As I mentioned, we did extensive testing on the new Catalog Xpress install, but our testers missed an important configuration that some of our thousands of users have. This was an error and this was the reason I thought it was important to post a message on the forums that we recognized and apologized for the error and are working very hard on fixing it.

We continue to welcome feedback on how the process can be improved and your comments have been noted. I believe that someone from our Support team is speaking to you as I am writing this.

BB

why does it say 2.0 instead of 2.5