Mr. Hyde for Genesis is missing from my Product Library
TJohn
Posts: 11,222
Before anyone says to submit a ticket, I already tried to do that three times without success.
So, I purchased Smay's "Mr. Hyde for Genesis" when it first appeared in the Store years ago.
Now it no longer appears in my Product Library, which I discovered when I saw it on sale for $1.99.
Can someone please fix this?
Thanks in advance for any help that anyone can give me with this problem.
And yes, I am logged in. 
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Comments
When you submitted those tickets did you quote the order number where you first purchased it? I discovered a pile of 'missing' stuff just after the last shop 'upgrade'. Turns out some bug from the previous upgrade kicked in and stuff started disappearing from Product Library. There was a thread about it a year ago. I checked every item bought over a two year period (around 2011-2 I think), submitted a ticket with the order numbers and they all were returned to my product Library. Daz-Raw acknowledged the problem back then.
When I say "without success" I mean the tickets didn't appear to go into the queue when I posted them about 30 minutes ago. How long do they take to show up?
And I won't live long enough to sort through all those old orders. I'm 68 years old BTW.
I have numerous products with this problem, so I get where you are coming from.
If you use DIM, open that and do a search for "Hyde." When that persumably comes up with nothing, start changing the settings. I have found a number of items miscategorized as "Public" or "Private" build, when they are not. As well as set to only being compatible with Poser or older versions of DS. Even though they are not.
Next, try this link: https://www.daz3d.com/downloader/customer/files#prod_13894
If the product is in your account but not showing up, then that link should lead you to the Product Library page for it. If you are no logged in or logged in and the product isn't in your account, then nothing will load.
Ah so the tickets aren't appearing, not that CS didn't solve the issue for you.
I haven't seen that issue - mine are listed in 'Your activities' as soon as I submit them.
Were you signed in on the ZenDesk side? It doesn't usually acknowledge you until you click the Sign In button at top-right (I think this is a ZenDesk issue - I had the same on another site).
I did the last time, yes.
I just tried adding a ticket again - did everything the same, and this time the ticket went through. Must have been a temporary glitch. Now I'll wait and see if the Daz elves can fix my problem. Thanks all for your input.
You know, I've been thinking I've been seeing products that show as for sale for me that I was certain I owned lately. Now I'm going to have to go back thru my orders and, like you, I don't know if I'll live long enough to find out. LOL
I'm just doing the final tests of the app I promised to make that can compare history files for Product Manager for DAZ to find products that have disappeared over time etc.. It will also show order numbers for missing products so it's easy to look up the orders to double check. You'll get a link to it with the next Product Manager update (this week I expect).
I wonder if I rebought any, I don't think I have but also felt an eerie familiarity with some not purchased
Well there is the problem with some products in bundles not showing as purchased.
so when i see something that appears not purchased in the store and I know, or think I've purchased it before, there's a good shot I did. Isn;t that just so special.
Well you can always check your Product Library, though in some cases they may be missing there too even if you own them (I've found 4 products missing after the store update).
Sweet!!