Due to hardware failure i have to rebuild and reinstall.
Sadly the original install key was on a physical cd which is stored somewhere.
That ones on me.
I have the extended maintenance key and invoice so getting the original install key from support should be simple.
Sadly support is non responsive which for a security camera is bad.
Combined with release notes which are just copy and pasted now from previous version and not even correct i am wondering if this is the writing on the wall.
Wow support is slow
Re: Wow support is slow
And the writing on the wall is indicating what in your opinion? Please share your insight!
Re: Wow support is slow
When you start coping and pasting release notes that are no longer fully accurate it's not a good.
When you advertise support for something but are in fact removing support you have potential legal problems.
When support is non existent even when you paid for it's not good.
Bugs that should have been addressed ages ago don't get fixed at the expense of adding new sell features.
Things have gotten sloppy and i been in business long enough to know these kind of mistakes are not good.
Either someone doesn't know what they doing, doesn't care or is in over their head.
The forums are great but its not their job to fix mistakes or do support for a product that paid for.
It became a topic at ces when we started talking about software that would work with thew new cameras and blue was basically out of favour by everyone at this point.
Others have much better support and better maintained.
Some have vastly improved because they saw their failings.
A couple of new ones show great promise but still need acid testing.
Blue feels like intel at this point in some ways coasting along and not being careful or changing much.
Unless things change we maybe watching it's slow death or maybe not so slow.
When you advertise support for something but are in fact removing support you have potential legal problems.
When support is non existent even when you paid for it's not good.
Bugs that should have been addressed ages ago don't get fixed at the expense of adding new sell features.
Things have gotten sloppy and i been in business long enough to know these kind of mistakes are not good.
Either someone doesn't know what they doing, doesn't care or is in over their head.
The forums are great but its not their job to fix mistakes or do support for a product that paid for.
It became a topic at ces when we started talking about software that would work with thew new cameras and blue was basically out of favour by everyone at this point.
Others have much better support and better maintained.
Some have vastly improved because they saw their failings.
A couple of new ones show great promise but still need acid testing.
Blue feels like intel at this point in some ways coasting along and not being careful or changing much.
Unless things change we maybe watching it's slow death or maybe not so slow.
Re: Wow support is slow
You may have fallen foul of the email anti-spam detection if you couldn't paste in your license details to the email due to your hardware failure. If you haven't heard anything, PM me with your details including original email address, and I will ask Support. I am a volunteer so I don't have access to the info you need, but I do have a hot line to Support.Magnus33 wrote: ↑Sun Jan 19, 2025 8:13 pm Due to hardware failure i have to rebuild and reinstall.
Sadly the original install key was on a physical cd which is stored somewhere.
That ones on me.
I have the extended maintenance key and invoice so getting the original install key from support should be simple.
Sadly support is non responsive which for a security camera is bad.
Combined with release notes which are just copy and pasted now from previous version and not even correct i am wondering if this is the writing on the wall.
Forum Moderator.
Problem ? Ask and we will try to assist, but please check the Help file.
Problem ? Ask and we will try to assist, but please check the Help file.
Re: Wow support is slow
BI5 license sorted with Support
OP: If you have suggestions for BI5, please send them to Support as that is the official way to get them noticed. You will have to add your license details to the email to bypass the anti-spam blocker. They can be found in general settings and should be pasted into the email.

OP: If you have suggestions for BI5, please send them to Support as that is the official way to get them noticed. You will have to add your license details to the email to bypass the anti-spam blocker. They can be found in general settings and should be pasted into the email.
Forum Moderator.
Problem ? Ask and we will try to assist, but please check the Help file.
Problem ? Ask and we will try to assist, but please check the Help file.
Re: Wow support is slow
In my experience, BI Support has been quick. Often within minutes to a few ours. Sometimes a few days to a week - I'm sure they were busy with answering support requests.
A few points about sending issues to Blue Iris Support...
- Use the 'Get Support/Email Support' button. and paste the entire txt into the email. If there is no license/system info the request may get delayed or ignored by their system.
- If you send an update using your original email you sent, the Blue Iris Software system will move your support request to the end of the line, and the wait starts over!
- If you are running a business, subscribe to 'Priority Support'. This includes... highest priority email support, as well as Phone support, and, Remote support.
A few points about sending issues to Blue Iris Support...
- Use the 'Get Support/Email Support' button. and paste the entire txt into the email. If there is no license/system info the request may get delayed or ignored by their system.
- If you send an update using your original email you sent, the Blue Iris Software system will move your support request to the end of the line, and the wait starts over!
- If you are running a business, subscribe to 'Priority Support'. This includes... highest priority email support, as well as Phone support, and, Remote support.
Re: Wow support is slow
I am seeing the exact same thing. I tried to renew my maintenance almost 2 weeks ago and still have no resolution. It took almost 3 days to get the initial response back and I have only had 1 since then.
Re: Wow support is slow
As I understood it, the OP was unable to paste in the licence details as the BI5 pc had failed. This meant his emails were blocked by the spam filters at Support. When I checked with Support for the OP the response was received within hours.
I am willing to help all forum members, but I do need to know if any query emails you have sent contained the license details or not.
Did you renew maintenance with the NEW system, or the old system ? Let us know and we will try to help.
I am willing to help all forum members, but I do need to know if any query emails you have sent contained the license details or not.
Did you renew maintenance with the NEW system, or the old system ? Let us know and we will try to help.
Forum Moderator.
Problem ? Ask and we will try to assist, but please check the Help file.
Problem ? Ask and we will try to assist, but please check the Help file.