Pro version not working

Dear Sir, Madam,

I purchased your pro version last night and now it does not work on any of my TV's anymore. Please could you refund me under the 14 day trial period as I was very happy with it before.

Yours sincerely,

P

[atc98092]

Could please be more specific about the problem you're having? There were a few changes made starting with version 2, and perhaps there's a setting we can assist with.

Could please be more specific about the problem you're having? There were a few changes made starting with version 2, and perhaps there's a setting we can assist with.

Thank you for coming back to me Dan, that's greatly appreciated. I am not a techie person so all I know is about 3 years ago my friend said to get Seviio and install it on my main PC where I host all my media and it will come up when you press the AV sign on your TV remote.

Boom, he was right, just like magic your Serviio logo came up and click on it and all my media is there sorted into movies and TV shows - very happy.

Any no changes have been made on anything in my apartment since them but about 4 weeks ago Serviio just disappeared off my main TV in the lounge, I tried every trick I know as this has happened before - switching things off then on etc but nothing worked.

Then about a week ago it disappeared from my TV in the bedroom - this has never happened that has always been stable and worked fine.

So I thought I would buy the full product as maybe that was the problem, as a company you have surely grown a lot and now its time to spend with you and get the full version so it all works again but nothing. I can get it all to work fine on my desktop which is in the top 20% of high-end desktops, running 8 screens, two high-end graphics cards etc.

That's the story, I am not able to give you much more than that. Sorry it's not much help and I do have a tech friend but he lives miles away but would log for me and check my settings if required.

As such if I am not able to get it working there is not much point in paying for it of course.

I would appreciate any help or advice and am more than willing to work with you to help resolve this as I loved the service.

Kindest,
P

[atc98092]

Thanks for the reply. Serviio does not do any updating in the background, so unless you installed a new version nothing in Serviio changed. The only thing you do to make yours a Pro version is to load the license file.

However, you stated you lost Serviio on your players before you tried Pro, so that had nothing to do with it. What that means is something has changed in your environment, either the computer running Serviio or your network itself. Assuming you are using a Windows PC as your Serviio base, we can probably say the problem is there. Microsoft has a habit of sometimes sending out an update that changes settings on the computer. If they alter the settings you have in your firewall, it may block Serviio from being visible on your network.

The quickest way to test if Microsoft changed your firewall settings is to disable the firewall. In reality, a computer connected to a home network seldom even needs a firewall, and I have it disabled on my two primary media computers. So, assuming you are using Windows 10, click the Start button, then the Settings button. Select Update and Security, then Windows Security. click the button that says Open Windows Security and select Firewall and network protection. You should show Private network as the active mode. If it says Public network, then that's the problem, as you should have your home network shown as private. If private is your active network, then click it and turn the firewall off. Now see if Serviio appears on your players.

If your network is shown as public (I have seen a Windows update change that setting in the past), that needs to be changed. But that requires some additional questions so we'll leave that for now.

Thanks for the reply. Serviio does not do any updating in the background, so unless you installed a new version nothing in Serviio changed. The only thing you do to make yours a Pro version is to load the license file.

However, you stated you lost Serviio on your players before you tried Pro, so that had nothing to do with it. What that means is something has changed in your environment, either the computer running Serviio or your network itself. Assuming you are using a Windows PC as your Serviio base, we can probably say the problem is there. Microsoft has a habit of sometimes sending out an update that changes settings on the computer. If they alter the settings you have in your firewall, it may block Serviio from being visible on your network.

The quickest way to test if Microsoft changed your firewall settings is to disable the firewall. In reality, a computer connected to a home network seldom even needs a firewall, and I have it disabled on my two primary media computers. So, assuming you are using Windows 10, click the Start button, then the Settings button. Select Update and Security, then Windows Security. click the button that says Open Windows Security and select Firewall and network protection. You should show Private network as the active mode. If it says Public network, then that's the problem, as you should have your home network shown as private. If private is your active network, then click it and turn the firewall off. Now see if Serviio appears on your players.

If your network is shown as public (I have seen a Windows update change that setting in the past), that needs to be changed. But that requires some additional questions so we'll leave that for now.

Dear Dan,

Thank you so much for helping me, this is customer service above and beyond. Nowadays this does not exist. I can't thank you enough for your help x

I have Covid right now and my bedroom TV is working again after your quick and helpful advice, I have not been able to check the living room as I am too weak but I am sure it will be fine now I understand its nothing to do with Serviio and always is to do with other Windows parts that roll the dice and normally probably for you, not in your favour.

Again, thank you and for the next few days, I can be content while laid up that finally, a company is honest and helpful.

Wishing you a happy new year and also thanking you from an old man (well sort of old) that needed some help x

Sincerely,


P

[atc98092]

From one old man to another , I pray you recover quickly from that nasty thing and get back to enjoying life. I'm so glad you were able to restore your Serviio access. Since it's working on one TV, my guess is it's going to be fine on any others as well.

Take care!