Is Daz Support Dead?
johranshadi
Posts: 142
I contacted them weeks ago, probably a month, and I still haven't received a response. Some scripts I purchased have stopped working, and I was hoping they could help me resolve the issue, but they are not responding to tickets. So, I'm reaching out here.
The first script, Limbstick for G3-G8, shows missing files. I installed the files manually and placed them in separate folders, but this method only works until I end my session, and not all the time.
The second script, Tackyfeet, does not download through the installation manager. When I try to download it manually, the files are missing.
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Are you saying that files are missing because you get that error, or because you have looked in the zip and found that the file isn't there?
Have you ever run DIM as the admin user? If so I think that may have messed with the filesystem permissions which could cause DIM to not be able to download files as a regular user and maybe also the script file could be unreadable?
Also, I can't see if you have activated Daz Connect but you do have the install tab which I think is only usable with Daz Connect? Therefore, double-check that you have not accidentally installed either script with Daz Connect since it could be causing conflicts. I believe Daz Connect does not work with many plugins and that could be the same for encyrpted scripts.
Could use some more info on the Tackyfeet downlod issue but within DIM when you attempt to download it, if it fails there is usually some extra info win either of the two logs accessable from the top-corner cog menu.
EDIT: as for the question in the subject - I haven't contacted support in a while but it is not entirely unusual to wait a while for a response. If you have only provided the same info in your ticket then I would advise updating it with more info since the easier it is for them to answer the more likely it is that they will do so. IMHO. Although don't bump it unecessarily since that may have the opposite effect.
I couldn't find the files in the zip folder. There are 2 folders in the Tackyfeet zip file: plugins and docs. The plugins folder contains .png files, and the docs folder contains a pdf manual and a .dsx file that doesn't come up in the Daz content library when browsing to the file location.
I never got that admin user thing to work on my laptop. Is that something you'd recommend? To be honest, I don't even know what that does.
I tried to solve this issue weeks ago, and I may have used Daz Connect to install the Tackyfeet, but I'm not sure. Is there a way to wipe out all the files and start clean? I don't see that option in Daz Connect, only in IM.
As for script products like LimbStick and plugin products like TackyFeet, never install them via Daz Connect. Firstly check and uninstall them in Smart Content by right-click on the thumbnails of the product > Uninstall, then download and install them via DIM.
For TackyFeet, after installation, go to the folder: C:\Program Files\DAZ 3D\DAZStudio4\plugins, make sure you can locate a file TackyFeet.dll. Then launch DS, Help > About Installed Plugins... activate it by entering its Serial Number that you can find on the page of your Daz account: https://www.daz3d.com/downloader/customer/serialnumbers
Then relaunch DS, you should be able to find TackyFeet under Windows > Panes (Tabs)...
Noted thanks.
I can't findTackyfeet in Smart Content or elsewhere so it's probably not installed. But the problem is I can't download Tackyfeet using DIM.
No, in fact it is meant to be impossible as it can cause all sorts of issues. See
http://docs.daz3d.com/doku.php/public/software/install_manager/change_log_1_1_0_100#1_1_0_91
http://docs.daz3d.com/doku.php/public/software/dazstudio/4/change_log_4_11_0_383#4_11_0_104
Will it uninstall? If not you may need to remove its entry from the manifests folder (location set in Advanced Settings in Install Manager) and see if that will allow you to reinstall - the file will be IM00093462 plus the name, a .dsx file.
Okay, I just got a new PC and had to reinstall everything.
To get Tacky Feet working (which is Awesome, BTW) we must Activate it - so if you don't see it (Window > Panes > Tacky Feet) you'll need to go to your Daz 3D account and look under Serial Codes. Copy your Tacky Feet Serial Number.
Now in Daz Studio go to Help > About Installed Plugins
Locate Tacky Feet and paste in the serial code
Restart Daz Studio
Go to Window > Panes > Tacky Feet to open the interface. If you plan to use it often, go ahead and dock it somewhere. Otherwise just open the pane any time you need to use it.
Hope this helps.
I love how we can use Tacky Feet to go back into the automated results and tweak which foot gets the weight, and recalculate it. It's fast, and with these tools, very accurate!
When I need the tools, I often go back to the product page and watch the author's awesome videos again
Ah, sorry I forgot to mention... all plugin products don't have metadata so you cannot find TackyFeet in Smart Content ~~ Have you noticed the Database Icon in DIM as per the screenshot you attached ? It's in light grey color meaning there's no metadata imported. (screenshot 1).
And that -1 bytes means no files was ever installed or some files are missing or wrongly installed. That dotline around Uninstall means the installation package was deleted (not in Download archive folder.)
So you can just click Uninstall in DIM, then you should see the product package of TackyFeet appears under Ready to Download tab. If you cannot find it, check Plugin in Download Filter under Ready to Download tab.
Then re-install it.
Also, Daz 3D support are some really cool people and are never ever dead. They just experience a lot of calls from time to time. I know it can get frustrating, but please be cool to them. They're really awesome people!
That's right as Dartanbeck said... only you have to wait (most of the time) ~~ esp. for the tech support.
For instance, five tech tickets of mine were suddenly answered and resolved at the end of last month... I'd waited for nearly two months before that ~~ TBH, the guy who responded to me was really kind and helpful.
Plug-ins cannot (currently, it says) be installed through Connect. Scripts can work if installed through Connect, for example usinmg a method like http://docs.daz3d.com/doku.php/public/software/dazstudio/4/referenceguide/scripting/api_reference/samples/file_io/file_find/start , but most are not written in ways that work with Connect.
It will uninstall, but then it fails if I try to download and install Tackyfeet again. I actually don’t need to uninstall it; it just fails to install. When I refresh the DIM, I can no longer find it in the installed tab.
Update: and I couldn't find it in the manifests folder (IM00093462)
It worked well for a while, but then it disappeared from Daz Pro, and eventually from Daz Beta too. I really loved it, as I only use Daz for animations.
The issue now is that I can't install Tackyfeet anymore; DIM fails after every download.
Okay, I figured out what I was doing wrong. When I installed the plugin the first time, it showed an error of "-1 bytes." After that, I would refresh the DIM and find Tackyfeet in the Download tab, mistakenly thinking it wasn't installed. Thanks to you and Richard, I realized I should uninstall the plugin before refreshing the DIM, and then the installation finally went through. I added the serial number, and it's working now.
Thanks, everyone
I have no doubts about that. They would usually respond within 2-3 days. I'm sure they have lots of calls.
Nearly every support ticket I have submitted to Daz3D over the past 20 years has been acknowleged via an email and subsequently ignored. I can remember only two occasions when someone did respond. Honestly, the forum is daz support -- especially Richard Haseltine, from whom I have learned much and for whom I am very grateful!
In regards to the tickets that aren't being answered, which department were they submitted to? Tech or Sales?
Sad but true.
For all practical purposes, I do believe that Daz tech support is "dead". For the last few years (2020-2024) most of my tickets submitted to Tech for product errors are ignored for weeks, months or years after the initial auto reply. If I ever get a human reply, it is only to submit the report to the bug tracker, where it sits forever, or to ask me if it is still a problem and expect me to retest everything, even though I have already submitted a step by step method to reproduce the problem. Problems do not get fixed, in my experience.
Frank recently said that Tech is only for Daz Studio bugs and that product problems should be submitted to Sales. That has NEVER been my understanding. I think that is wrong. The Sales ticket has no category for product problems. That is ONLY on the Technical Support ticket.
He edited that post, I am pretty sure that product issues are Tech Support tickets too.
Frank, I sent my tickets to Tech support.
I didn't see his edit. I don't even remember what thread it was in. At the time, I thought the statement was so absurd, I just ignored it and moved on. I mentioned it here, because he was asking a customer whether the ticket was sent to Sales or Tech. I didn't want him telling another customer to send tech tickets to sales. Good to hear that he no longer believes that.
My thanks to Dartanbeck, crosswind, and Richard Haseltine great to have generous and knowledgable people that step in when others need a hand.
I usually keep an eye on the Change Log to see responses to tickets I have submitted.
Although interpretation and patience is sometimes needed :)
A Merry Christmass or Season's Greetings to all.