I just found out about the new licensing in v9 and I have a few questions that I could not find answers to in the documentation and FAQ.
- For online activation, how regularly is the activation status checked?
- What happens with an online-activated install, if it is offline at the time it wants to re-check the license? Do I lose all Pro features then until I go online again or is there a grace period?
This is important for laptop usage during travel (think airplane or ship) when I have no internet access. It is also important in case my ISP has some troubles and I don't have internet for a few hours. Will I still be able to work? - If I use the offline activation method, will I have to repeat the offline activation steps regularly or will the License remain active until deactivated?
- How do I perform de-activation for an offline-activated license, in case I get a new computer or have to re-install the OS?
I suppose I need to have access to the PDF-XChange install on that computer and generate a deactivation request file that I need to upload similarly to the activation request file? I could not find anything about the steps for deactivation of an offline activation in the docs, you might want to add them. - What happens if I do not have access to an offline-activated PDF-XChange install for de-activation, because the install goes corrupt or the PC does not work any more because of a storage failure? Is the activation lost or is there a procedure to recover the license of a corrupt offline installation?
- How do I find out how many activations I have left? Is it just the number of licenses * 2 (for PC and notebook) minus the devices listed in the activation list? I still have a v7 key (on maintenance), so I might not get all the info that would be shown for new keys.
- Is there a limit on how often/frequently I can perform online activation, given that I deactivated at least one device before trying to activate again?
- Is there a limit on how often/frequently I can perform offline activation, given that I deactivated at least one device before trying to activate again?
On a more personal note, I have some feedback on the new activation system.
Up to now I have been an extremely satisfied customer and very happy with PDF-XChange editor / PDF-XChange Pro tools.
The software and support are great, updates have been frequent and useful, bugs have usually been fixed very quickly and even if it occasionally took longer to fix a bug, it was fixed eventually.
Installation management up to this point was virtually non-existent: Install, enter your key, update the software regularly if you want, and it would just work.
Now, with the new activation system in place, I'm not sure whether this change is for the better (for customers and Tracker Software):
- As can be seen by my long list, many questions now pop up that previously just were not necessary because the licensing terms were very user friendly and simple.
- I tend to prefer to buy software with such simple licensing terms. In fact, most licenses I where I keep renewing/buying addtional ones are those where I am not forced to do so (because they are perpetual and not activation counted). Call me old-fashioned but I feel trusted as a customer by these terms, and I like to repay that trust by supporting those companies. So I do not worry too much whether the update is really worth its cost as long as I perceive the costs as "fair" for what the software does.
- Professionally, I have to work with costly software that has very strict licensing terms, which are ensured by lots of DRM. Although the software is powerful and the features and price somewhat justify the need for a license server etc., it still creates lots of issues and headaches:
You cannot work remotely, because the licensing terms do not allow access to the server from a VPN. Even as an ordinary user, you regularly need to babysit your installation because of licensing troubles, let alone all the additional work for the admins. Every little network hiccup affects your ability to work and sometimes risks entire project schedules. Setting up a new seat is a nightmare and even if you have the money for an additional seat, all the overhead makes you think twice whether it is worth the effort or whether you just shift the task to a user that already has a license allocated.
But this regular activation check has so much potential for causing trouble and work interruptions, that I'm not sure whether in total it will benefit Tracker Software.
The honest customers (those might be the ones you want) become annoyed, and the shady ones just find ways to work around your system or jump to the next product that has not "upgraded" its licensing system yet.
In the end, you don't earn more money (because people that weren't willing to pay are not suddenly willing to pay just because of an online activation step) and you lose loyal customers and good reputation.
I've seen this cycle before with other software products: A really good product gets popular because of its features and its hassle-free use. Then the licensing becomes more strict because management sees license abuse and thinks that they could earn more if they sell these licenses. What really happens is that now the loyal customers have lots of troubles and stop buying additional seats and stop promoting the software. Sales stagnate and long term customers are switching to competitors. What remains is a software that slowly declines by the loss of its core user base. As the market-share drops, so does the ability of the software to gain new customers. Only those few that are deeply caught by lock-in effects remain until they finally reach a point where they can justify a clear cut.
I've seen this happen to really large software products that have a serious lock-in effect and few competitors. I suppose it will be more pronounced for a PDF software/toolkit.
Sorry for the rant.
I guess it shows how much I care for your software. Would be a shame to see this process repeating. I still hope you will be the exception or that you improve your license terms.
Kind regards,
Chris