Authorization problems in ST4 [Resolved]

[sepheritoh]

Hi

Firstly how do access my support ticket? I contacted support and opened a ticket. The page said I can add screenshots by replying to the support ticket. Where can I get a link to the ticket?

The problem is:
I downloaded and installed American Acoustic (my free product in the 25th anniversary promotion). I authorized in product manager (twice). In ST4 I rescanned all libraries. Filtering to guitars>acoustic I see the sounds for American Acoustic but they are all greyed out. If I click on them I get the message "American Acoustic library is not authorized.
Please launch the Product Manager and insert the product serial number to authorize."

[DarkStar]

When you send in a Technical or Sales Support request (not a general "Contact us" message) you should get an initial auto-acknowledgement. After that you should get a reply by email.

You can reply to any of those emails at any time asking for a progress report, further advice etc.

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Try running the Custom Shop, log in, click on your Account Name and select "Restore my purchases".

[sepheritoh]

Thanks. Maybe I did send a general instead of a technical. I will try again. Their web site is a bit confusing, or rather I am getting old and get confused too eady.

[sepheritoh]

Resolved with help from support

[DarkStar]

Good oh!

To help out others, can you let us know what steps you took to resolve the problem. We will leave this thread open for the moment so that you can reply.

[sepheritoh]

Thanks

I will quote the response I received from support. Thanks for support for their great efficient assistance.

——quote——-

Hello Eric,

Thanks for your patience while we got back to you.

Go into the Standalone Custom Shop application. To do this, make sure have the latest version of Custom Shop installed via the IK Product Manager:

www.ikmultimedia.com/products/productmanager

Once installed, go into the Custom Shop application, click on your Profile, and on the dropdown menu select "Restore My Purchases"


This will then automatically Authorize all of your owned content.

[DarkStar]

Thank you.

So, just as I posted earlier

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