Problem installing JT Class 20 Advanced?

davejc64 · Post by **davejc64** » Sat Oct 25, 2014 6:21 am

I have just purchased the JT Class 20 advanced from their website downloaded it went to install it asked me for my email and password which I gave but when I clicked continue it says their doesn't appear to show on my account that I have purchased it, I sent them an support email but it looks like I may have to wait until Monday to get a reply as they don't work weekends, so I was just wondering has anyone else had this problem and is there a solution to it I can try?

Trev123 · Post by **Trev123** » Sat Oct 25, 2014 7:47 am

Try this http://www.justtrains.net/support/downl ... ue/7bc8336 which seems to be the most applicable to your problem. There are other solutions for installation problems as well.

newbouy · Post by **newbouy** » Sat Oct 25, 2014 9:31 am

Did you not recieve an automatic email straight after you bought it ? the email confirms your email address is valid and then sets up your JustTrains account.So if you havnt got an account you cant access your download i believe.Best check your email to see if you have recieved the confirmation email.

Thanks Newbouy

davejc64 · Post by **davejc64** » Sat Oct 25, 2014 10:37 am

Thanks for the replies I am using the same login details as I have always done with Just Trains and never had the problem before, I have now had a reply from them and have provided them with a screenshot as requested so hopefully the problem will be resolved soon.

davejc64 · Post by **davejc64** » Tue Oct 28, 2014 7:09 am

Does anyone know how long it usually takes for JT to sort a problem, apart from the initial response asking for a screenshot, which I sent, I have not heard back from them yet?

Trev123 · Post by **Trev123** » Tue Oct 28, 2014 7:51 am

Sometimes strait away and sometimes a week or more. I actually got a reply to a problem which I had forgotten that I had sent.

davejc64 · Post by **davejc64** » Tue Oct 28, 2014 9:17 am

So I could be left unable to use something I have paid for, for up to a week or more, great.

simuk · Post by **simuk** » Tue Oct 28, 2014 2:34 pm

Please give us a chance - we will reply as soon as we can, but the fact that this isn't working for you when it should be working fine is meaning we are having to investigate what is causing the problem in the first place so as we can then fix it. If it was a simple fix (eg; we knew what was causing it) we would fix it, but as soon as we do know we will fix it and sort the issue for you.

I realise this isn't great, but we will find out what is causing the product not to work for you (it appears to be working for other people, so not a general issue) and we will fix it for you.

Thanks,

Simon
Just Trains
http://www.justtrains.net

749006 · Post by **749006** » Tue Oct 28, 2014 4:33 pm

davejc64 wrote:So I could be left unable to use something I have paid for, for up to a week or more, great.

Considering the first possible time JT would have seen your e-mail was Monday 27th and because you had not got a reply by 07.09 on the 28th you feel put out?

davejc64 · Post by **davejc64** » Wed Oct 29, 2014 6:39 am

749006 wrote:
davejc64 wrote:So I could be left unable to use something I have paid for, for up to a week or more, great.
Considering the first possible time JT would have seen your e-mail was Monday 27th and because you had not got a reply by 07.09 on the 28th you feel put out?

If you check my earlier posts you will note that I did say I had a reply on the 25th which requested a screenshot which I sent to them, also it's easy for you to say that I shouldn't feel put out when it doesn't' affect you.

davejc64 · Post by **davejc64** » Wed Oct 29, 2014 12:25 pm

The problem has now been resolved and I can now report the JT Class 20 Advanced is now installed and working correctly.

deltic009 · Post by **deltic009** » Wed Oct 29, 2014 1:19 pm

davejc64 wrote:The problem has now been resolved and I can now report the JT Class 20 Advanced is now installed and working correctly.

That's great to hear, enjoy them as it's a beauty of a pack.

J1o2h3n4 · Post by **J1o2h3n4** » Wed Oct 29, 2014 4:13 pm

My experience of Just Trains has only been good.
Sometimes it does take awhile to sort problems out, particularly, I would think if it involves software not functioning as it should.
The implications might not just affect you, you may have flagged up some set of circumstances which nobody had tested for.
It took about six weeks of EMails back and forth concerning some scenario I had found fault with, before JT conceded that the problem wasn't worth the effort to resolve.
At which point I could choose an alternative software package at no additional cost to replace it. Cannot think there are many software producers who would willingly do that,can you?

Regards JohnT

Atomic Systems

Problem installing JT Class 20 Advanced?

Problem installing JT Class 20 Advanced?

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