Cannot enter new Comfort Update Key

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1 month 2 weeks ago #203894 by teracomp
I can't use the Theme Editor on my installation of LimeSurvey ( hgctools.com/limesurvey/ ), so I'm trying to update. When I select "Use Comfort Update" and "Enter a New Key" I get an error and don't get the option to use a new key.

I had a similar issue on another installation, but was able to get the comfort update processed.

Appreciate the feedback.

Dave Phillips
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1 month 2 weeks ago #203896 by holch
Always important to mention from which version of LS you are trying to update, which version gives you this error message.

As you are obviously a paying customer of Limesurvey GmbH, you can create a support ticket directly with them, as they are probably the only ones that can really help you with this.

I answer at the LimeSurvey forum in my spare time, I'm not a LimeSurvey GmbH employee.
No support via private message.

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1 month 2 weeks ago - 1 month 2 weeks ago #203897 by holch
And I moved your post to the correct subforum "Comfort Update".

I answer at the LimeSurvey forum in my spare time, I'm not a LimeSurvey GmbH employee.
No support via private message.
Last edit: 1 month 2 weeks ago by holch.
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1 month 2 weeks ago #203900 by teracomp
Version of the installation in question: Version 3.17.5+190604

Dave Phillips

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1 month 2 weeks ago #203903 by teracomp
This is what I get when I tried to submit a ticket: "If you have Problems using LimeSurvey Community Edition, please first use the Forum, or read the manual."

Guess I need to read the manual. :(

Dave Phillips

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1 month 2 weeks ago #203904 by holch
Hahahaha, to get to the right place is tricky.

Of course you won't get any support for the LS CE, but you will get support for the comfort update, if you are a paying comfort update user.

The system is designed to redirect you to the forum where possible, but there is a way to get to submit a support ticket. Have tried it a while ago and it wasn't easy to get to the right place. Let me see if I find it it again.

I answer at the LimeSurvey forum in my spare time, I'm not a LimeSurvey GmbH employee.
No support via private message.

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1 month 2 weeks ago #203905 by teracomp
Thanks. I just purchased a Comfort Update (6-months) a few weeks ago. Appreciate your help. I have surveys working on that installation, but one that I can't fix the theme. I'm sure it'll be fine with an update, but I don't want to break the installation!

Dave Phillips

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1 month 2 weeks ago #203906 by holch
OK, so here we go.

Go to account.limesurvey.org/customer-support (I guess you must be logged in).

Choose "I am already using Limesurvey", then "I need help with my community edition or comfort update", then you will get to see this:

I have a problem with my Community Edition, or Comfort Update
We are sorry to hear that you are experiencing problems.

Have a look at our manual. Hopefully, you will find a solution there.

We do not offer any support for the Community Edition, as such, we do however offer a limited technical support for buyers of our Surveyor Premium Packages.

If you experience problems with your Comfort Update or your premium package add-ons, please open a ticket in our support tracker.


Ignore the text about the manual and forum and go to "open a ticket".

I answer at the LimeSurvey forum in my spare time, I'm not a LimeSurvey GmbH employee.
No support via private message.
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1 month 2 weeks ago #203908 by teracomp
Ok...you're not going to believe me, but I tried again (at least the 5th time) and this time it worked.

Now, everything is working. *whew*

I appreciate your help (as usual).

I'm a huge fan of LS. This one was just weird.

Dave Phillips
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1 month 2 weeks ago #203909 by holch
Great that it worked out now! Because there is no way that you will solve a problem with Comfort Update by reading the manual... ;-)

They try the same trick like most companies, redirecting support requests to the forum. We the volunteers are happy to help for general inquires, how to use Limesurvey, how to do this, how to do that. But we have no insights into Comfort Update and their servers, so little chance that someone in the forum can help with Comfort Update. This is on the Limesurvey GmbH.

I answer at the LimeSurvey forum in my spare time, I'm not a LimeSurvey GmbH employee.
No support via private message.
The following user(s) said Thank You: teracomp, eddylackmann

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