How to get it to work?

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Ash

January 13, 2017 05:53

I've seen this work a few random times before over the last week.  However more often than not, it just presents the screen below.  Used it yesterday and it said 15 days left. Not that I have any idea if that has anything to do with it.  It seems to suggest that beyond the 21 days it goes into free mode, so if the trial has expired, does the free mode not work yet.

Press Trial and it says I'm already subscribed or View Plans and it just brings up a web page to install or sign up... going through the merry go round again.

What's the magic sequence of events that brings up the window to import a file?

 

 

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  Ailyn January 13, 2017 17:25

  Hi Ash,

  Thanks for letting us know you are having this issue - you are correct that after the trial period a user has the option to continue using Prospect Pro or Prospect Basic (which is our free tier). In your case, you still have time in your trial so it appears something atypical is happening. 

  Would you be able to try these steps out for us?

  1. Log out of the Prospect software on your desktop machine
  2. Go to www.irisvr.com and log out of the website (if you are logged in)
  3. Refresh your browser page and log back into the website user portal
  4. Open Prospect software on your desktop machine and log in once more

  Ever so often there could be an issue with your account information not syncing up properly and as a result cause problems like this. If the steps above do not solve the issue please let us know and we can provide further support to get you started.

  Best,
  Ailyn

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  Ash January 14, 2017 02:02

  HI Ailyn,

   

  Tried the 4 steps above and couldn't get it to move beyond that screen.

  If the error information is correct, the logon seems happy enough to recognise that I've already subscribed.

  

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  Ash January 18, 2017 04:45

  Still no joy here.  So here does one sync up properly the account information?

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  Sam A. January 30, 2017 18:43

  Hi Ash,

  Since this issue prevented you from being able to utilize your trial of Prospect Pro, we've gone ahead and reset your Pro trial period. If you log out and log back into Prospect now, you should notice that this error has been resolved and you have the 3 full weeks to test out our Prospect software. I apologize that we didn't get back to you on this matter sooner, if you have any additional questions or concerns please follow up with us via email at support@irisvr.com 

  Thank you!

  Sam

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