Items disappearing from product library
alienarea
Posts: 526
in The Commons
Today I noticed at least two items disappearing from my product library (Jacqueline 8.1 HD Add-on and Charlene's Closet for Genesis 8 Female (s) from the Charlene Character Bundle), though they are still available in the shop. Logged tickets for both.
Does anyone experience the same?
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So https://www.daz3d.com/downloader/customer/files#prod_81268 and https://www.daz3d.com/downloader/customer/files#prod_56377 are 404s for you?
Opens the first page of product library for me. I don't own those two products.
Not 404s but not returning the products.
Discovered more items that disappeared and had to rebuy Genesis 8 Body Morphs in order not to fall behind on projects.
This is beyond a glitch now, in case I don't get a reply with progress on my five (5) open tickets today I'll seek legal advice.
Do you only download and use items as needed?
No, they were installed, have been used last week and are gone.
"Were installed"??? did you uninstall them?
Are you saying the items disappeared from your COMPUTER????
One of the missing items was Genesis 8 Female Body Morphs which I bought again today to avoid getting stuck with projects.
As soon as I re-bought it, it was back without installation.
In parallel to items gone, I cannot connect with DIM or DAZ Central.
Five open tickets and no reply.
I guess I'll return anything I still can.
I checked my my product library here on the DAZ site and I still have both listed Jacqueline 8.1 and the HD addon and they are still found in my DAZ Studio program
Wow. That is so weird because I am not having that issue at all, but I get how frustrating this can be, and hopefully it gets resolved soon. It appears that Daz hasn't pulled those things from the product library. If you have only put in a sales ticket you might benefit from submitting an additonal ticket for a techinical issue because product does not simply disappear. In my experience Daz has never pulled paid products from my library, even after the artrist leaves. Good luck with your projects.
If the product was installed through Daz Studio, and if you were online after it went froim your account, the system would notice that it was no longer listed (though I think the files would still be in the /data/cloud/1_sku/ folder).
Thank you.
I have sales tickets for the missing products and a tech ticket for the DIM issue.
I guess it's a good thing that I keep and backup every installation file that goes thru DIM ;)
As explained, the products were gone from my product library and I have to go through my not really searchable purchase orders to reclaim them.
I need to understand why this happened.
Some products are missing from a single item purchase, others from a purchase of multiple items and the other items still installed.
Until this is fully resolved and explained, I do not have enough faith in Daz to buy new products.
it's a bit scary if stuff can be remotely removed from your computer
they have always vehemently denied this possibility
I have a lot of stuff no longer available in the store and would start worrying about that to
as well as a couple of items given to me directly by a PA
but for stuff you actually purchased that is still available this is quite unacceptable
In the OP's case, while the product has not been removed from the computer, logging in and letting DAZ Connect update the metadata (which it does automatically), may have made it look like the product is no longer installed - Which would also explain why the product reappeared after the second purchase even without reinstalling it.
Yet another reason, why one should never log in to Daz Studio.
Some items were fixed, some are still missing, and I'm discovering new ones missing and logging new support tickets.
I really need to understand what is going on.
I still cannot access my product library either through DIM or Daz Central. Nobody is replying on my tech ticket on this.
I would start looking at DIM connection problems in the settings of your AV/security programs and to stop any further strage thing happening with your installed Content, I would stop logging in to DS.
In DS Preferences, uncheck "Show Login Page" and "Automatically Login With Remembered Credentials"
let me get this straight
when you say they are missing from your library you mean they are missing from here
https://www.daz3d.com/downloader/customer/files
and not showing a Red purchased logged in browsing to the product in the store.
if they are there and purchased it's an error on your computer
if not yes you legitimately have a huge problem with customer service and honestly need to go through your entire order history with a spreadsheet application and submit a complaint
They are missing from my product library and not showing a red purchased flag.
I am spending hours going through my order history (which is not really searchable), making screenshots and logging tickets.
Reinstalled DIM and Daz Central, they still fail to connect to my product library. The log, which I provided, states a JSON compiler error. Nobody replies to my tech ticket.
the only other possibility I can think of is somehow you created two DAZ accounts and were signed into one or the other when making purchases
One account, same email since 2015.
I guess the universe is telling me that I have spent enough money on Daz already.
fight for what you paid for
but
honestly I can understand not wanting to give them any more, that is truly shoddy treatment you got
That implies it is deliberate, rather than an account glitch of some kind.
Instead of logging a ticket for each item that's gone as soon as I find out I would appreciate a support person to look into this.
- items are missing.
- sometimes it's a whole order, sometimes only one of multiple items.
- in parallel, I cannot connect to my product library through DIM or Daz Central because of some JSON error.
- Logged a tech ticket and provided a log.
- Deinstalled and reinstalled DIM and Daz Central, nothing changed.
What else am I supposed to do? Get a lawyer?
????
I have never seen anything like this. I have multiple computers and multiple installs of various versions of D|S and there are one or two things that seem to come and go ("The Billiard Table") that involve I think deprecation.
DIM sometimes acts up.
I suspect that if you are a one-person shop doing anything that's commercial then you... tend to want twinned, functioning, fully backed-up systems; I myself am not a good backer-upper and I just had one of my domains go down on a technicality involving a very large telco which changed their corporate brand name without really informing me - so when I got an abrupt heads up notice I didn't recognize the source and didn't give it any sort of priority. Bizarre!
One thing I've found is that backup schemes tend to involve signing up with, or otherwise investing in, third parties and you never really know how long "X" configuration of assets is going to last.
I've been tripped up by Norton Ghost in the past (big company - Symantec) and also WordPerfect > Corel, and more recently with Microsoft's various back-up models since... Windows 7 if I remember correctly.
I empathize with the OP, but at the same time I wonder if it's fair to blame any one entity or provider when the whole scheme of things is so far-reaching and complicated.
Have you been going item by item? I would certainly make a general ticket if so, this certainly shouldn't be happening - however, I don't believe it can be a general issue or there would be far more complaints so it seems most likely, at the moment, that there is an issue with your account (which needs to be sorted out).
I logged the tech ticket for DIM and Daz Central not able to connect to my product library two days ago and provided a log. Nobody got back to me yet.
In my understanding it makes sense to fix this first, because it should be working.
I had this happen with Freak 5, got him when he was released, no problem for years and then one day, gone, couldn't use the morph, couldn't re-download, nothing. Fortunately I still had my receipt so Daz was quick to restore him to my account.