Problem accessing PRO download.
 

History:

Decided to upgrade to Limewire Pro for OS X. I received word that my CC transaction was accepted (secure form). The page then asked me to click on a link to finish the transaction, and not to click more than once or I would be charged. This was 9 hours ago.

The page took 'forever' and finally I was notified (after a night's rest) that the sales.limewire.com server encountered an internal error (500) and couldn't deal with it. I checked my email to see if a link for the download was there.

It was, so I opened it up. Tried Safari (1.2.4) and Camino (0.8.2) to access the page. Entering my registered email address (I have only one) produces a "no matching records found." I tried to click on the Javascript form on the page, but it would not open up on either browser. Javascript is enabled. Pop-up blocking is off. I'm using OS 10.3.7.

Problem:

I can't access the full version download. Nor can I access the Javascript form to try to search for my email. I don't know if Limewire has my email address, even though my CC has been charged (according to the secure form I used).

Have Also Tried:

Clearing cache of both browsers. Restarting browsers and pasting Web address for access.

Any suggestions would be appreciated.

It can take up to 24 hours or so for their systems to update themselves & before you receive a link to your personal downld page. But it you've already received it, there may be a problem at their end.

Do you only have 2 browsers? I think you may find Explorer was also installed on your system with OSX unless you chose not to. You could try Explorer.

I'll see if I can get the attention of support to see your problem.

Still not working
 

Thanks for the suggestions. And thanks for referring to the LW support staff.

Tried Explorer (5.2.3) and Firefox (1.0) Same exact behavior. Very puzzling.

I will reboot and recheck all browsers, just in case there is some problem on my end with Javascript.

Will post again if there is any change. I think it is unlikely, but possible.

May I suggest you do a Safe Boot & Repair Permissions

Thanks. I've done a Safe Boot and Repaired Permissions. Still no improvement.

So where are you up to? Are you now able to access your LW Pro personal downld page? Have you downlded the app yet?

No, I haven't been able to access PRO. Several days ago I submitted the problem to LW PRO tech support via the regular Installation support form at their website, providing my email address and purchase order number, along with a detailed description. I haven't heard back yet.

And I'm still not able to access the form on the email input page. I've tried all three of my home Mac's now. So I'll try via a PC at work, and see if I can get something done that way.

This whole experience is getting to be a drag, and I'm thinking about trying to get my money back. I'll keep trying though until the end of the week.

Any further suggestions would be greatly appreciated.

You did buy LW Pro here didn't you?: http://www.limewire.com/english/content/download.shtml
& not via some other site?

In the meantime you can try using the Jum build (choose the http link) which is the equivalent but a beta of the pro. It is easy to install; just drag & drop the app to where you want it.

Yes, I bought PRO through this form: http://www.limewire.com/english/cont...ms/buypro.html

I chose to submit a 'secure form,' as per the option to do so at the bottom. Going to that form leads to the following page:

https://payflowlink.verisign.com/payflowlink.cfm

Since this is given as an purchase option from the LW site, I did not see this as a concern.

Does this raise any special issues?

That is the correct page. I did send a message to LW support (when I 1st posted in this thread) & got a response back that they were having temp problems with the pay service. This happened to someone else also. But I thought they'd have fixed it by now.

So you can't access your personal dwnld page from here?: http://www.limewire.com/english/cont...pro_lookup.jsp

I just tried the link in your reply. No. Neither of my two email addys are working. The only response I get is:

"No matching records found. Did you enter the full email address?"

And I when I try to click the link for the Javascript form:

"If you still can't remember, fill out this form."

Nothing happens. JVS is working fine on other sites that use it with all my browsers.

The only thing I can guess is that while they may have gotten things up and running now with the pay site, they may not have the records from all the transactions submitted while it was down. The pay site did give me a receipt with a "transaction number" and I used that in my support request to LW.

My hope is that they could use the transaction number to verify the purchase, track it and activate their software to recognize my email address. But nothing has happened yet.

If I could just get a response from LW, even if it says "Still down, try again in 72 hours" or something like that, then I would feel better. But I haven't heard from them at all.

I used the form at:

http://www.limewire.com/english/content/proform.shtml

Is there another way, perhaps phone support, to get ahold of them?

You can also contact support via service@limewire.com and/or feedback@limewire.com.

Issue Resolved
 

I rececntly contacted them at the above addresses. Yesterday afternoon I recieved an LW email with a direct download link for PRO.

The email cited "credit card processing issues" for the delay. Not sure what that means, since I'd been using my card before and afterward elsewhere with no problem, including internet purchases. I'm betting it refers to the issues with the paysite discussed earlier in the thread.

I've downloaded PRO and everything is working fine. Its clearly a measurably faster and more efficient version. Very nice.

However, I think we can say that there are still significant supply chain flow issues between payment and delivery services for PRO at the present time. Buyers should still be prepared to encounter some delays in processing.

One more note on the Javascript form
 

I should add that before I received the email from LW, I attempted to access the email address verification page from a Windows 2000 Professional PC, using Mozilla (1.7) and the most recent version of Internet Explorer.

http://www.limewire.com/english/cont...pro_lookup.jsp

I was still unable to use the Javascript form on the page. IE in particular was baffled with "null" errors.

Now my email address works. But the Javascript still does not. While its no longer an issue for me, I hope it is resolved. I mentioned it in my direct support requests to LW.

Strange I didn't have a problem with either. What it did do was open the form onto a page I already had open but hidden behind. Perhaps you need to have more than one browser page open.