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The Alpha Software Forum Participation Guidelines

The Alpha Software Forum is a free forum created for Alpha Software Developer Community to ask for help, exchange ideas, and share solutions. Alpha Software strives to create an environment where all members of the community can feel safe to participate. In order to ensure the Alpha Software Forum is a place where all feel welcome, forum participants are expected to behave as follows:
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Bonus TIPS for Successful Posting

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Alpha Software Subscription Server Failure

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  • Alpha Software Subscription Server Failure

    My customer is very unhappy with Alpha Anywhere at the moment. They paid a considerable amount of money this past Wednesday to renew their Alpha Anywhere subscription for their licenses.

    On Sunday their website went down and went into 'demo' mode because it claims the subscription has expired.

    We have tried to call Alpha Software several times this morning and tech support goes to voicemail between 8:30 and 9:00AM. We have left a message, but there is no return call. We have sent emails and no response. What is going on? Why isn't this working?

    Is anyone else having an issue?

    I understand the need for the subscription server, but I don't think the service we receive from Alpha is sufficient. In this case, we are screwed, because my customer's web site is out and we have no place to turn and no one to contact. At least no one to contact when this happens that is responsive to the license dilemma.

    I called tech support again at 9:40AM and was told, "Oh yeah, I see you called. Our engineers are working on it."

    No apology, nothing.

    Here it is 10:50AM and it is working.

    Again. No calls, no response at from Alpha.

    All I can is POOR support!
    Mike Reed
    Phoenix, AZ

  • #2
    Re: Alpha Software Subscription Server Failure

    If your server is located in Phoenix, AX I would guess the licensing server does not understand Phoenix does not make the switch to daylight savings time.

    I remember reading something a while back that if your server and the licensing server clocks do not match that there could be problems. I assume the licensing server compensates for timezone. Otherwise, none of servers would work that our in different timezones. But if using daylight savings or not is messing up the licensing server then Alpha needs do some rethinking.


    • #3
      Re: Alpha Software Subscription Server Failure

      That might be the case. Our servers are updated every day to make sure the time is correct. In any case, I think the whole licensing server business needs to be rethought. Why? Because again, there is no help when it goes awry...especially after hours and on weekends. My customers server went out on Sunday morning, out of the blue. So we are locked out and my customers, customers are calling them wanting to know whats going on. Not much help from Alpha.
      Mike Reed
      Phoenix, AZ


      • #4
        Re: Alpha Software Subscription Server Failure

        If you could do a test by moving the server clock's ahead one hour and see what happens when alpha web server is restarted, it would be interesting to see if the license takes. Have you done a lookup of the license key to see what alpha thinks is the expiration date?


        • #5
          Re: Alpha Software Subscription Server Failure

          Few weeks ago this did happen to me also. I was testing an application and suddenly server just went to Demo mode. I did remove license and tried to activate it again no luck. Then I did change the server time and activating did happen again. So license was valid but not clock...

          Things will not be better with WAS anymore. It is in maintenance mode. Alpha has better solution already for these kind of problems. Check this.


          • #6
            Re: Alpha Software Subscription Server Failure

            Two things,
            The expiration date when checking online was set for march 6, 2018, so no matter what we could have done with our server time would have changed that.

            We did receive a call from Morris Porter at Alpha Software apologizing for the error. Thank you Morris for that.
            Mike Reed
            Phoenix, AZ


            • #7
              Re: Alpha Software Subscription Server Failure

              Do we know for sure that Alpha has two distinct source code branches for IIS WAS vs. Tradtional WAS? And surely, there is not a third source code branch for Alpha Cloud Server, right?


              • #8
                Re: Alpha Software Subscription Server Failure

                Yes we do. IIS Alpha part runs just xbasic. Server part is from Microsoft.