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Paid items disappearing from product library

nightwolf1982nightwolf1982 Posts: 1,227
in The Commons

Just a heads up, I just found that Freak 5 was somehow removed from my product library, even though I bought it in January 2013.  Gonna have to go through my orders and make sure everything else is still there now (AAAAAAAAAAAAAAAAAARRRRRRRRRRRRRRRGGGGGGGGGGGGGGGGGGGHHHHHHHHHHHHHHH!!!!!!!!!)  That's 1,246 orders to check.

Might have had something to do with me trying DAZ Central (NOT using that, caused too many issues with content).  So if you've tried it, double check your product library.

Comments

  • BeeMKayBeeMKay Posts: 7,019

    He's still there for me, if I check my product library in the store. Available for manual and DIM download only, so perhaps that's why?

  • WendyLuvsCatzWendyLuvsCatz Posts: 40,196

    did you buy the pro bundle?

    starter bundles and bases don't always show as purchased

  • nightwolf1982nightwolf1982 Posts: 1,227

    I only bought the base, and I have him installed in my connect folder, but he won't show up in DS or in my product library.  I've submitted a help ticket, but it'll likely be days before I get a response.  I wanted to post a heads up for everyone, in case other products might have this happen.

  • Richard HaseltineRichard Haseltine Posts: 108,351

    So this page doesn't open for you? https://www.daz3d.com/downloader/customer/files#prod_15333

  • nightwolf1982nightwolf1982 Posts: 1,227

    No, Freak 5 appears to have been completely removed from my account - fortunately I still have the invoice for him.

  • Richard HaseltineRichard Haseltine Posts: 108,351

    Then that is something sales will have to help with.

  • Cora ReginaCora Regina Posts: 731
    edited February 2021

    Oh god, this is still happening? How has this problem not been fixed yet?!

    Like Richard said, contact Sales. If you bought other items in the same order as Freak 5, however, check those items before you do! I had the entire Gianni 6 Pro Bundle removed from my library six or seven weeks after the store software change (so not the "everyone lost their orders from the day of/before" problem), along with everything else that I had gotten at the same time.

    If you bought other things at the same time, there's a non-zero chance that they're also gone. Hopefully they're not, but definitely check. It's happened before. 

    Post edited by Cora Regina on
  • DAZ_RawbDAZ_Rawb Posts: 817
    edited February 2021

    I'll do an audit on your account nightwolf and make sure that all of your orders are accounted for. The 2013 date on that order means that the order has made it through two store transitions so there may have been some bad imported data in the previous store that the new store isn't letting through, or it could be something like a cache hook had an issue when rebuilding your account ownership because I definitely see a base "you own this product" record in the database.

    Post edited by DAZ_Rawb on
  • nightwolf1982nightwolf1982 Posts: 1,227

    Fortunately, it was only Freak 5 on that order, and it's already been fixed.  But i do suggest everyone check their product library, especially older items, just in case this happens with other products.

  • tsaristtsarist Posts: 1,638
    Oh god. I have THOUSANDS of items in my library. There is no way to determine what is lost unless I remember buying it (which is not always the case).
  • IvyIvy Posts: 7,165
    edited February 2021

    I have a issue too  I bought the Kaylea 7 starter bundle and I am able to download everything but Kaylea 7 . when i click on it to download her . I keep getting this merchant resource texture link instead  when I click her in the download manager which I almost never use.  I keep getting the document center.  instead of the download.   I tried clearning my cookies, signing out and back in again and about everything. But yet I can't get Kaylea 7 download .. Any ideas

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    Post edited by Ivy on
  • WendyLuvsCatzWendyLuvsCatz Posts: 40,196
    edited February 2021

    tsarist said:

    Oh god. I have THOUSANDS of items in my library. There is no way to determine what is lost unless I remember buying it (which is not always the case).

    same 232 pages

    Post edited by WendyLuvsCatz on
  • IvyIvy Posts: 7,165

    Okay I got it downloaded.

    I Used Chrome and I was able to download her. Weird that Firefox would throw me a bad link though and I have no idea why dim sent me to the document center. But its all good now I got her downloaded

  • MelanieLMelanieL Posts: 7,740

    WendyLuvsCatz said:

    tsarist said:

    Oh god. I have THOUSANDS of items in my library. There is no way to determine what is lost unless I remember buying it (which is not always the case).

    same 232 pages

    Yeah, I've too many pages to hunt through too. It would help if I could sort the Product Library by SKU (it only does order date or name) because then at least I could cross-check relatively quickly with my DIM Manifests folder. 

  • xyer0xyer0 Posts: 6,347
    edited February 2021

    MelanieL said:

    WendyLuvsCatz said:

    tsarist said:

    Oh god. I have THOUSANDS of items in my library. There is no way to determine what is lost unless I remember buying it (which is not always the case).

    same 232 pages

    Yeah, I've too many pages to hunt through too. It would help if I could sort the Product Library by SKU (it only does order date or name) because then at least I could cross-check relatively quickly with my DIM Manifests folder. 

    Sorting/searching by PA would also be helpful in the cases where entire stores have been removed. 

    Post edited by xyer0 on
  • NorthOf45NorthOf45 Posts: 5,707

    MelanieL said:

    WendyLuvsCatz said:

    tsarist said:

    Oh god. I have THOUSANDS of items in my library. There is no way to determine what is lost unless I remember buying it (which is not always the case).

    same 232 pages

    Yeah, I've too many pages to hunt through too. It would help if I could sort the Product Library by SKU (it only does order date or name) because then at least I could cross-check relatively quickly with my DIM Manifests folder. 

    If you don't mind doing a little work, the Product Library page has all the necessary information behind the scenes. Most browsers support "view page source" or something similar (it should open a new tab). Most of the contents is just a big array of all your products, in a comma-separated list. Copy/paste all of it into a text editor that can handle several megabytes of text, and trim out anything unrelated from the beginning and end. Save as a CSV and import into your favourite spreadsheet and sort on the appropriate field.

  • MelanieLMelanieL Posts: 7,740

    Thanks for that bright idea, NorthOf45 - I've done the first part (copied into a text file) and will try the rest later.

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