Blue Iris

My BI v5 support expired.
I tried to renew it through the software "upgrade/renew" and I get the following error.

"Product does not exist! At least one of the requested products does not exist.

Request ID: b3c64fe45fd94f8b92e798270a5ccdd2. Please provide this ID if you contact Customer Service."

How do I renew support to install updates and who is "customer service"?

The website says My Commerce, a Digital River Company

It's a horrible billing model.

Go to 'Get Support' below the upgrade selection.

Scroll down to the Email choice. Follow the directions. While you're at it, you may want to copy the ID/Key information contained in the email subject line for future reference if you don't already have it stashed somewhere.

Thanks, I did both already. I just thought I messed up somewhere.

Just an update: Problem solved.

Email from support...Blue Iris no longer uses MyCommerce for software support renewals.
The "update/renew" hyper link on existing software won't be correct unless you are currently covered by support and update the software.
You need to use the BlueIrissoftware.com website to renew support first.

Important info right there. Good of you to post it.

Yeah, a change has been rumored for some time. The previous model may have been convenient for the developer in the early days but the product itself and the servicing requirements of the customer base quickly outgrew it on an efficiency basis alone, not to mention the absence of any access whatsoever by a customer to their own account.

The change is long overdue.

Should be rather interesting to see how it works by comparison.

I'm actually impressed you got a response from them. I had an issue with the renewal on the 15th and immediately emailed them... still haven't heard back.

To clarify what has happened here, Ken has put a link on the window that opens for you to update BI5:


TLDR: See the full explanation HERE.

OUCH !!