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Phoon
Phoon
Join Date 10/2001
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ctrl-alt-delete in multiplicity

November 17, 2008 8:12:10 AM from WinCustomize ForumsWinCustomize Forums

Running Multiplicity Pro. Primary machine is Vista Ultimate x64. Secondary is Server 2003 SP1.

Both systems are running in a domain environment and I must press Ctrl-Alt-Delete to log on. We also have a group policy in place that forces a system lock after 20 mins of inactivity.

On the secondary machine, when I have to press ctrl-alt-delete it passes this to the primary system.

I assume that this would be controlled by the advanced setting of "Do not attempt to sync pressed keys", however when I check this option it does not retain the setting. The next time I open the advanced settings dialog the option is still unchecked.

suggestions?

Please and thank you.

 

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Phoon
ZubaZ
Join Date 11/2001
+917
Reply #1 November 17, 2008 8:38:21 AM
from WinCustomize ForumsWinCustomize Forums

In the read-me it describes that you should use [ctrl]-[alt]-[backspace] on hte secondary.  Did you try that?

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Phoon
Phoon
Join Date 10/2001
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Reply #2 November 17, 2008 9:56:42 AM
from WinCustomize ForumsWinCustomize Forums

In the read-me it describes that you should use [ctrl]-[alt]-[backspace] on hte secondary. Did you try that?

Phoon kicks self in head.

 Now that you mention it, I think I knew the answer to this but had forgotten. I've not used MP for a couple years. I think it's been even longer since I read a readme .

And the real kicker here... Zubaz spelled correctly!!

 

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Phoon
Phoon
Join Date 10/2001
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Reply #3 November 17, 2008 10:26:50 AM
from WinCustomize ForumsWinCustomize Forums

However, on my second secondary, a laptop running Vista Ultimate x64, ctrl alt backspace nor ctrl alt delte work at all...

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Phoon
Neil Banfield
Join Date 04/2001
+1104 sdemployee
Reply #4 November 17, 2008 12:09:39 PM
from WinCustomize ForumsWinCustomize Forums

You need an updated file that was missing on the 64 bit Vista install.  If you have a 32 bit Vista box copy vistahelp.exe to the 64 bit machine (MP folder).

If not then contact support who can supply the missing file.

We have a MP 1.22 due to go up soon (once the OD 2009 launch has happened) which has this missing file issue fixed and also resolves another Vista issue.

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Phoon
Phoon
Join Date 10/2001
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Reply #5 November 17, 2008 12:25:25 PM
from WinCustomize ForumsWinCustomize Forums

Neil,

I do not have it on a vista 32-bit system so I will need the file. I have sent an email to support@stardock com asking that the file be emailed to my work email address. Thank you SO much for the help.

 

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Phoon
Phoon
Join Date 10/2001
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Reply #6 November 18, 2008 9:56:10 AM
from WinCustomize ForumsWinCustomize Forums

Um.. not trying to be a pest here but I sent the email to support, now nearly 24 hours later I have no response. Can someone please look at my email and send the file to the address I specified.

Thank you,

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Phoon
ZubaZ
Join Date 11/2001
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Reply #7 November 18, 2008 10:12:24 AM
from Stardock ForumsStardock Forums

Did you get an autoreply at least?  That way you know that they recieved your request and can get back to you.  Don't forget to check your spam.

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Phoon
Phoon
Join Date 10/2001
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Reply #8 November 18, 2008 10:55:24 AM
from WinCustomize ForumsWinCustomize Forums

Did you get an autoreply at least? That way you know that they recieved your request and can get back to you. Don't forget to check your spam.

Nothing...

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Phoon
ZubaZ
Join Date 11/2001
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Reply #9 November 18, 2008 11:00:12 AM
from WinCustomize ForumsWinCustomize Forums

poking around.

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Phoon
Phoon
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Reply #10 November 19, 2008 3:27:49 PM
from WinCustomize ForumsWinCustomize Forums

The ticket was created at 2:02pm yesterday.

Ticket ID: PMN-606888

Now, I'm sorry in advance of this, but I think I should be frank in the interest of helping you to improve this borked helpdesk you have.

Your support system is probably the worst I have ever encountered among software vendors. On occasion, a support individual will respond in the forums here with a solution and that is great when that happens. The system of emailing your support issues in and having them go through your helpdesk system however, is just complete crap. Here it is over 48 hours since I originally sent in the request for a simple file. Neil even explained what file.

 No resolution at all.

Heaven forbid you actually update your ticket with information too as it puts it at the bottom of the queue again. Another completely illogical process IMO.

I don't even know if you care or not. In the past I have expressed that your help desk has never produced quality results and I still see the same problems as always.

I guess I will resort to setting up a Vista 32bit Virtual Machine and install MP on it so I can grab the file needed. Thats a shame that I have to go through that when someone could have simply emailed the file to me to begin with.

 

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Phoon
FistofWar
Join Date 03/2008
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Reply #11 November 19, 2008 4:58:33 PM
from WinCustomize ForumsWinCustomize Forums

 deleted

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Phoon
MeliBee
Join Date 01/2008
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Reply #12 November 19, 2008 5:00:39 PM
from WinCustomize ForumsWinCustomize Forums

48 hours after Nov 18 2008 02:02 PM EST puts us at Nov 20 2008 02:02 PM.  You'll get a reply soon!

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Phoon
Phoon
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Reply #13 November 19, 2008 5:07:19 PM
from WinCustomize ForumsWinCustomize Forums

48 hours after Nov 18 2008 02:02 PM EST puts us at Nov 20 2008 02:02 PM. You'll get a reply soon!

No... I sent the email in on Nov 17, so it has been 48 hours.

Another cause for alarm is when it takes 24 hours after reporting something for it to even be put in to the helpdesk.

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Phoon
DorkCoffeez
Join Date 03/2006
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Reply #14 November 19, 2008 5:12:08 PM
from WinCustomize ForumsWinCustomize Forums

Phoon - Your ticket was received at 2pm yesterday Nov the 18th. Support is still well with in the 48 business hour response time. I'm sorry for your frustration in this issue but support is present and working on the issue. The response is being sent out shortly to your ticket.

If you have further complaints please address them to gripeline@stardock.com.

 

Edit: there was server trouble yesterday that was cleared right away. The only filter that emails have to pass through is the typical virus, attachment, profanity... and so on. Your ticket might have been caught up in that and been hand delivered. The issue is cleared now and a reply has been sent. You shouldn't have any further delays.

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Phoon
Phoon
Join Date 10/2001
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Reply #15 November 19, 2008 5:25:34 PM
from WinCustomize ForumsWinCustomize Forums

Obviously I can see that you folks think everything is A-Ok with your support system. I'm telling you that when it takes 24 hours for an email to even touch your helpdesk software you have a problem.

I can prove that the ticket was submitted 24 hours before you even claim it's existence. It isn't the customers fault that you fail to acknowledge issues in a timely manner. Any good helpdesk app will auto generate a helpdesk ticket from an email. If your software takes that long to read an email and generate a ticket (if it does at all) then you have bigger issues.

If a customer adds more information to their open ticket and thus has their ticket placed at the bottom of the stack, you have a problem.

Lastly, I've NEVER seen any issue resolved via the helpdesk until it comes to this in the public forums. No, I will not be using the gripeline email address as quite frankly I don't think it would even be read. If you don't respond to legit issues in a timely manner how can one expect that you would address complaints at all? 

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Phoon
ZubaZ
Join Date 11/2001
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Reply #16 November 19, 2008 5:37:36 PM
from WinCustomize ForumsWinCustomize Forums

Lastly, I've NEVER seen any issue resolved via the helpdesk until it comes to this in the public forums
Unless you know how cases are submitted that AREn'T posted in the forums you have zero data to compare to.

Any system can be improved on and your feedback is fine as far as that goes.  Thanks.

I'm sure your issue will be resolved in a timely manner.

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Phoon
Phoon
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Reply #17 November 19, 2008 6:20:03 PM
from WinCustomize ForumsWinCustomize Forums

Zubaz, my bad in phrasing. Yes, it should have said My Issues instead of Any.

appoligies for unnecessary distressed caused by my poor grammar in that statement.

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Phoon
Phoon
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Reply #18 November 24, 2008 8:48:23 AM
from WinCustomize ForumsWinCustomize Forums

Resolution notes:

On 11-19, at 5:19pm I received an email stating "I have sent the file...". The email contained no attachment, thus the file was not sent.

I responded the same day that I had not received the file and inquired as to how large it was. (it's only 37k by the way).

I decided to wait until I heard further from support. No email was sent to me after this.

This morning I just happend to find the original acknowledgement of my ticket and decided to go see if the ticket had been closed. In there I found a message with a link to download the necessary files.

I appreciate the resolution, but a notification by email that said my ticket has been updated or something would have been nice.

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Phoon
Phoon
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Reply #19 November 24, 2008 9:50:05 AM
from WinCustomize ForumsWinCustomize Forums

UPDATE:

The files did not fix the issue. I still cannot ctrl-alt-delete or ctrl-alt-backspace on my third system which is Vista Ultimate x64.

I will update the support ticket.. (and be placed at the BOTTOM once again)

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Phoon
Phoon
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Reply #20 November 26, 2008 9:46:16 AM
from WinCustomize ForumsWinCustomize Forums

Tuesday, 11-25.

Rec'd email from support outlining group policy changes that would be needed. This did not solve the issue. Sent email response back to support at 1:24pm same day and also updated ticket. ( Back to the Bottom of the list ... again ).

We are now going on 8 days since I reported the issue.

The purpose of these updates is not to bitch and whine. I am just showing how long the support system that is in place takes to solve an issue.

Thanks

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Phoon
Neil Banfield
Join Date 04/2001
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Reply #21 November 26, 2008 11:44:38 AM
from WinCustomize ForumsWinCustomize Forums

Did you get a .exe and a .manifest file in the zip?

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Phoon
Phoon
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Reply #22 November 26, 2008 4:18:38 PM
from WinCustomize ForumsWinCustomize Forums

Neil,

Yes, the zip contained vistahelp.exe and vistahelp.exe.manifest.

I placed these files in C:\Program Files (x86)\Stardock\ThinkDesk\Multiplicity\ on both host and client systems.

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Phoon
Neil Banfield
Join Date 04/2001
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Reply #23 November 26, 2008 4:43:03 PM
from WinCustomize ForumsWinCustomize Forums

Then that should have resolved the issue.  The only reason why it might not work after that is if your machine has been configured to prevent software emulated ctrl-alt-dels.  In which case the settings would need changing to allow such a thing (and if it is on a domain then it may need to be changed via domain settings)

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Phoon
Phoon
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Reply #24 November 28, 2008 4:19:24 AM
from WinCustomize ForumsWinCustomize Forums

negative. there are no domain policies in place which would override the local policies which I changed.

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Phoon
Phoon
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Reply #25 December 3, 2008 6:13:51 PM
from WinCustomize ForumsWinCustomize Forums

so i guess the issue has been abandoned?

 

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