Custom Shop, My Gear, some with no green check mark

[dmitch]

AT 5.0.1 with Custom Shop 2.0. I upgraded from AT4 MAX to AT5, so I have a fair amount of gear that is not included in the standard AT5.

In Custom Shop, I go to "My Profile", click on "Amplitube" to see "My Gear". It looks like my gear all there...but most items have a green check mark, and some don't. The ones that don't are indeed available in my AT5 app, they don't have to be installed or authorized. I can't see any pattern except for all the items under "My Gear" with *no* green check mark are shown as "Included in AT5 SE, AT5, AT5 MAX". (I guess that means they were new to AT5?)

No biggie except when browsing gear in the main area of Custom Shop, the green check marks are not a reliable way to see what I do and do not have.

So...what's the deal with the missing green check marks for gear that I have and which is installed?

Update: Now I see, in the main area of the Custom Shop, gear with green check but which I do *not* own. Like the T-Rex Mudhoney stomp: Green check mark, popup says it's included in AT5 MAX (which I do not have). But the AT5 app doesn't show it anywhere no matter what state the x/check selector is in. What? Why does the Custom Shop think I own it, but the app doesn't know anything about it? (I already did a Restore My Purchases.)

[Peter_IK]

Did you also log out and back into the Custom Shop application? That may resolve this for you.

[dmitch]

Did you also log out and back into the Custom Shop application? That may resolve this for you.

I did, and it didn't solve the problem.



I did, however, manage to find the T-Rex Mudhoney stomp in my gear, so the presence of the green check mark on that one is OK.

[Peter_IK]

I would recommend reporting this to the IK Support team as they would have more ability to fix this for you via http://www.ikmultimedia.com/contact-support

[dmitch]

I would recommend reporting this to the IK Support team as they would have more ability to fix this for you via http://www.ikmultimedia.com/contact-support

Done. Thanks!

[livesforrap]

Yeah, it's kinda weird. The ones you don't have are marked but/try but there are some (legacy???) that don't have the green check mark. Oh well, reported and we'll see (IK's not getting back to people so fast, a burden of the holidays and new release? )

[mike__carpenter]

I have the same issue. Random pieces of gear don’t have green check marks, but when I go into AT5 everything is there and ready to be used.

[livesforrap]

It's just a glitch in the matrix.

[livesforrap]

Now that I'm demoing some stuff in the custom shop, I'm also getting random "hissssssssssssss" 's like custom shop is not opened. Then it goes away. Weird, I'll report that too (I hope someone at support is getting to these)

[joguar]

I have been having same issue with CS "hissssss" as if it is not open when it clearly is. Makes demo function completely unusable. In addition purchased gear is randomly locked & only fix is to restore my gear in CS, but continues to happen. I also hope support is getting to these, have been patiently waiting for a response on open ticket.

[livesforrap]

Sometimes I just stare at the screen

But noticed the "satch" marshal disappear for a moment. Sometimes the demo works as it's supposed to, sometimes not (very annoying when it happens)

[dmitch]

I've been attempting to work with IK product support on this. I filed a ticket; the only responses were a string of boilerplate emails telling me to restore my purchases (twice) and re-authorize my AT5. None of their suggestions have any effect. The folks I've been working with don't seem to grasp that there is an actual problem which is affecting multiple customers.

I'd like to ask you folks that have been having the same problem - gear that you own but does not show up as owned in the Custom Shop - please file a ticket and give the folks at IK as much info as possible. They are not reading this forum, and I'm not sure that anyone in a position to understand the problem - let alone fix it - has been brought into the loop. Hopefully with a few more bug reports, the right folks will pay attention.

Also - folks with other problems, like hissing when trying to demo products in the Custom Shop, you might want to start your own thread or contact IK product support on that problem; that's different than the problem being discussed here.

Thanks!

[joguar]

I think both the hissing and having to constantly restore gear is a related issue. In both cases, the software does not recognize a purchase or a trial period in the custom shop.

[livesforrap]

Also - folks with other problems, like hissing when trying to demo products in the Custom Shop, you might want to start your own thread or contact IK product support on that problem; that's different than the problem being discussed here.

Thanks!

I was trying to kill two birds with one stone because I think it's all related. Let me clarify, you've got all the gear but some just list it w/o the green checkmark, right? If so, I have the same issue and I feel that custom shop is a bit half baked.

[dmitch]

Let me clarify, you've got all the gear but some just list it w/o the green checkmark, right?

Exactly.

[mod redacted: unnecessary, untrue]