Thanks for the update. Any idea when this might get looked at? Our CIO for the agency has been asking me about this several times a day for the past week. I am concerned over the lack of guidance with this software that we purchased.
As we shared earlier, the issue will be investigated and resolved on a first come first serve basis as this is the policy for the issues in the free support model. Furthermore, the performance-related issues are complex in nature and need a certain amount of time to get fully analyzed and fixed. We surely realize the significance of the issue for you and will consider your concerns during the issue investigation.
We highly appreciate your patience and comprehension in this matter. Please give us some time.
We really apologize for the inconvenience caused.
Any updates on this?
thanks
We are afraid that earlier logged ticket is not yet resolved and we are not in a position to share some reliable ETA at the moment. We will let you know within this forum thread as soon as additional updates are available in this regard. Please spare us some time.
We apologize for the inconvenience caused.
I see in your new 20.11 version that the document.save slowness was address. I am trying to download that version to use in our project but everytime I download it, it always sends me the trial version. How can I get the true version? We have a paid license with Aspose.
thanks
For information… I am logged in. I tried the manual download. I also tried the NuGet download as well. Both allow me to access a dll file and the xml file. Both show 20.11. When trying to use the file I eventually get an exception thrown stating I am using the evaluation version.
Would you please make sure that you are setting the license as well before using any API method. Would you please share your license file in a private message with us. We will test it in our environment and share our feedback with you. You can send a private message by clicking over username and pressing Blue Message button.
Hello Asad,
I got the license problem worked out. After testing the dll version 20.11 with my problem about document.save taking a long time to work, I noticed a little improvement but not much. I saw the release notes for 20.11 and it did not include my ticket number. Maybe when my ticket gets addressed it will improve it much more.
thanks
Lee
In every monthly update of the API, we improve its performance and enhance it from multiple aspects. As your ticket is not fully investigated yet, it is not fixed completely and was not included in the release notes of 20.11v. Yes, once it is fixed/resolved, we will update you within this forum thread along with the information of the fix-in version of the API.
asad,
any updates on my ticket?
thanks
We regret to inform that the earlier logged ticket is not yet resolved. However, we have already logged your concerns along with the ticket and will consider them during the investigation against it. We will inform you as soon as we make some definite progress towards its resolution.
We apologize for the inconvenience caused.
Has there been any updates at all on this item? It has been 5 months since I last asked about it.
Regretfully, the earlier logged issue is not yet investigated. Please note that it is a performance related issue and such issues are used to be complex in nature as they depend upon different internal components of the API. Hence, certain amount of time is required to investigate them completely.
Also, there are other issues which were logged prior to yours and we have been working on resolving/investigating them. We will certainly let you know as soon as we have some additional updates regarding investigation and resolution of your issue. We highly appreciate your patience and comprehension in this regard.
We apologize for the inconvenience.
Mr Asad,
Can you tell if our account has premium support or the basic support? Our agency head wants to know if there is a higher level of support we can purchase to expedite the process. We arent sure what level of support we have.
thank you.
Please post this inquiry in our purchase forum where you will be informed accordingly. You can create an inquiry there with your order details.
Hello Mr. Asad,
Any update on this ticket?
I also have a question. Our state department is in the process of renewing Aspose support for the upcoming year. They want to know if we did an upgrade in our support contract if that would give us faster response time in our ticket issues? I think right now we have basic online forum support. We are thinking of upgrading to a premium support level.
thanks
We are afraid that the earlier logged ticket has not been yet resolved. Regarding your question, you can surely proceed to purchase the paid support and as soon as you buy the subscription, you will be able to login to helpdesk (paid support forum). You can then create a post there with the reference to ticket ID logged here and your issue will be escalated to high priority.
Furthermore, please note that paid support does not guarantee any immediate solutions but it does expedite the process of investigation in terms of getting a reliable ETA sooner and quicker. Also, the paid support issues have precedence over the issues logged in free support model.
Hello,
We have purchased the paid support for this situation. Who do I need to contact to get the ball rolling for this? Thanks for your help.
Lee
1 Like
Please login to helpdesk using the same email address which was used to purchase the subscription and create a topic there with the reference to ticket ID PDFNET-48885. Your issue will be escalated to priority accordingly.