Resolved Software issue Wizard 8000

[Davie Y]

Hi from Scotland, I have an issue with my wizard 8000, and reaching out if anyone has a fix?
My old computer died and I now have a new one with Windows 10, I installed Wizard mat design and all the drivers and key, the computer will not recognise the drivers, has anyone had this issue and how did you resolve it? I have been in touch with Wizard in Germany who seem unwilling to help, my business is at a standstill until I get a fix...Any Ideas welcome. Thanks

 

[Mike Labbe]

I believe a new key has to be generated (By Wizard) for each new installation on a new computer.

The Mat Designer software was the old product, that was replaced about 5 years ago with the new software called FrameShop. Mat Designer wouldnt run on Windows 10 or newer, but they eventually came out with a final version that DID. (fixed drivers to be compatible) If you want to run the older software, you'll need the most recent version that supports Windows 10 as well as a new activation key.

I believe the keys take into account the current date, customer type rental vs owned, customer ID, and the unique serial number within the driver pack. I think it also connects to the server, to validate the activation. Keys are one time use.

We no longer have a Wizard, but our shop was a beta volunteer location for most previous versions of the software. (old Matdesigner and newer FrameShop) The above advice is only my personal opinion.

Mike

 

[wpfay]

Wizard has a relatively new software that mimics the original Mat Designer software and it runs on W10 for the 8000 model.
I just had to replace my original 20 year old computer, and Wizard downloaded the software and got me up and running within a few hours.
It has a few glitches and the USB cable to the Driver Pack will need to be replaced, but it is running pretty well now.

The tech logged into my computer and did all the installation.
I do have a service warranty, so it may not be a free service to those without.
I would email Wizard HQ in the US and explain the situation. If your machine is in otherwise good condition, it's worth getting that fixed.

 

[Davie Y]

Really odd, I told Germany it was windows 10, and they sent me mat designer and product key, I own the cutter from new, thanks for that I shall look into it and let you know.

 

[Mike Labbe]

Well if they sent it to you, then it's likely the newest/final version and the key is probably unique to you.

 

[Davie Y]

Well if they sent it to you, then it's likely the newest/final version and the key is probably unique to you.

Actually it was an older version than I had, I really don't think the girl I spoke to had much idea and refused to let me speak to anyone else, she even told me that the technician would not work on a computer not supplied by Wizard

 

[Mike Labbe]

May I see a screenshot of the error you are receiving?

 

[Davie Y]

May I see a screenshot of the error you are receiving?

It's the driver in system device, it has the yellow triangle and only Wizard can fix it....it is now 6.40 pm here and I am at home so unable to send you a screenshot right now....Thanks Mike.

 

[Mike Labbe]

No problem. Once in system devices, for laughs, have you tried right clicking the item with the yellow ! and having it check for updated drivers online? If not, another option is to delete the malfunctioning driver and have it re auto detect hardware changes. If the driver pack was plugged in PRIOR to the software installation, it's possible that it tried to load a generic and incompatible driver before you put the correct one on.

It has been about 7 years since I put a Matdesigner in, but if memory is right - the installer had multiple options. One of them was to install the drivers, one for documentation, one for the software, etc. If so, did you recall doing the drivers on their own from the installer?

The final version of Matdesigner specifically updated the drivers to work with Windows 10, from what I recall. I had the upgraded (Black) controller box, but I believe they also fixed drivers to work on the original (tan) controller boxes, too.

We're getting near the end of what I'm able to troubleshoot, and closer to needing to contact the vendor directly.

It's still worth checking, to make sure the drivers were installed.

Mike

 

[Davie Y]

No problem. Once in system devices, for laughs, have you tried right clicking the item with the yellow ! and having it check for updated drivers online?

It has been about 7 years since I put a Matdesigner in, but if memory is right - the installer had multiple options. One of them was to install the drivers, one for documentation, one for the software, etc. If so, did you recall doing the drivers on their own from the installer?

The final version of Matdesigner specifically updated the drivers to work with Windows 10, from what I recall. I had the upgraded (Black) controller box, but I believe they also fixed drivers to work on the original (tan) controller boxes, too.

We're getting near the end of what I'm able to troubleshoot, and closer to needing to contact the vendor directly.

It's still worth checking, to make sure the drivers were installed.

Mike

All been done and every driver loaded, Microsoft Jungo driver and the Wizard driver goes into it, so uninstall and reinstall drivers with no luck, it says on the driver Wizard in device manager but will not connect.... guess I will have to wait until Monday when Germany is back to work......I have loads of oil paintings to frame so that will keep me out of trouble, on another note is framing materials gone mad in the US? It is outrageous here and so many of my colleagues giving up, customers just can't pay the silly prices being asked.....I will check it out when I'm back the State's in August.

 

[Mike Labbe]

Oh yea, prices for EVERYTHING are up. Food has really gone up, etc.

I hope you get this sorted!

Best regards and welcome to the G,
Mike

 

[MnSue]

All been done and every driver loaded, Microsoft Jungo driver and the Wizard driver goes into it, so uninstall and reinstall drivers with no luck, it says on the driver Wizard in device manager but will not connect.... guess I will have to wait until Monday when Germany is back to work......I have loads of oil paintings to frame so that will keep me out of trouble, on another note is framing materials gone mad in the US? It is outrageous here and so many of my colleagues giving up, customers just can't pay the silly prices being asked.....I will check it out when I'm back the State's in August.

Yes I'm having the same issue. The video screen went out on my computer (for a 5000!) and now it doesn't/won't connect to Wizard. It started saying I was using a demo, now it does say its a "sold" license - but "I have 54 days left" to connect. As I do not have a contract with them...who know what they will charge me to reconnect - even thought I have all the licensing key codes information.

 

[Mike Labbe]

Generally the license is only good for one time use, then it is invalidated. They'd have to generate a brand new one, most likely.

 

[Davie Y]

Yes I'm having the same issue. The video screen went out on my computer (for a 5000!) and now it doesn't/won't connect to Wizard. It started saying I was using a demo, not it does say its a "sold" license - but "I have 54 days left" to connect. As I do not have a contract with them...who know what they will charge me to reconnect - even thought I have all the licensing key codes information.

I'm sad to say I was quoted 795 euro, around 880 USD ....I know wizard USA do a monthly payment plan about 95 USD or 75USD a month.....it sucks..... they may help you without this depending on the issue.... good luck

 

[MnSue]

Generally the license is only good for one time use, then it is invalidated. They'd have to generate a brand new one, most likely.

a video screen on the laptop failing, replacing the video top lid/ screen - should not effect a loaded program...However, I'm not a tech. Its just a part
(as MIke L knows!)

 

[Davie Y]

I checked it's still valid, drivers will just not load

 

[Davie Y]

Wizard has a relatively new software that mimics the original Mat Designer software and it runs on W10 for the 8000 model.
I just had to replace my original 20 year old computer, and Wizard downloaded the software and got me up and running within a few hours.
It has a few glitches and the USB cable to the Driver Pack will need to be replaced, but it is running pretty well now.

The tech logged into my computer and did all the installation.
I do have a service warranty, so it may not be a free service to those without.
I would email Wizard HQ in the US and explain the situation. If your machine is in otherwise good condition, it's worth getting that fixed.

Thanks for this, I know it can be done and the girl/woman in Germany clearly has no idea what she is talking about and no interest in helping or finding out, she will not put my in touch with anyone else, I reached out to Steve Kerr Wizard USA but I never received a reply, I guess he thinks it is my problem or that of Germany, I have been a good and loyal customer of Wizard and cant understand what the problem is they have, they have always been great in the past.

 

[wpfay]

I'll see if I can get you a better email address, direct to tech support.
There is an 8 hour time difference, and Wizard US may be trying to contact Wizard EU. So there is a lag in communication.
Try this one

support@wizardcutters.com​

 

[MnSue]

you could connect with Mark Eaton, The CMC Doctor, through www.cmcdoctor.com. He lives in the CST if that helps. Mark is my Wizard go to first person.

 

[Davie Y]

you could connect with Mark Eaton, The CMC Doctor, through www.cmcdoctor.com. He lives in the CST if that helps. 9/Mark is my Wizard go to first person.

I will email him, appreciate your help. Thanks

 

[Davie Y]

I'll see if I can get you a better email address, direct to tech support.
There is an 8 hour time difference, and Wizard US may be trying to contact Wizard EU. So there is a lag in communication.
Try this one

support@wizardcutters.com​

I emailed Steve, and will say he has been very supportive, he is going to see what he can do to resolve this issue, Meantime Germany has offered to sell me a new computer at over $2000 US no spec given just says a computer, they have been beyond rude and I don't understand what the problem is, Their own tech guy was no use at all, seems you guys have the cream of the crop for sure, I now believe their is a new software Mat designer for the 8000 that runs on Windows 10 and 11 but it has not been mentioned to me, so on short 795 to take on their maintenance plan which I did, now a new computer at $2000.....and will not even talk to you before you pay the maintenance in Germany, so you have no idea at all what your paying for, Thanks so much for getting me in touch with Steve a straight and honest gentleman.

 

[wpfay]

When I had to upgrade to W10, I asked the minimum computer requirements to run the 8000. The specs are so minimal, I don't think they make computers that slow any more.
I got a mini computer from Dell, about the size of a fairly short novel, and it's been fine ever since. You don't have to buy the one they want to sell you, as long a it is W10. It might be OK with W11 but the tech I talked with wasn't very firm in that belief, so I stuck with W10.

Good luck. Wizard has had a pretty good customer service reputation in North America. I have no Idea why that doesn't spill over into the EU.

 

[Davie Y]

Hello Grumblers, thought I would chime in here on the thread and make a couple comments, we obviously take customer support very seriously and I just want to clear up any misconceptions.

Unfortunately, for us to continue to maintain a level of support that we feel this kind of product needs, we have to charge for services. Lots of things are simple and easy to fix and hopefully our online help and sites like this are a great resource, but forced pc upgrades (for example) with old hardware on new random PCs is an entirely different level of problem.

I know the team in Germany, talk to them frequently, and they are top notch. I feel they bent over backwards to try and help too, no different from many of the same situations we have here in the US. Wizard Tech here have had many instances where we've remoted in to other customer's PCs to try and get drivers to work for hours with no avail. Extremely frustrating for everyone involved, and we do our best to try and mitigate but sometimes it's just not something you can fix through the internet. We also offer a premium PC package here too with everything preinstalled and ready to go for this reason.

Thanks for the good advice y'all, we also appreciate the community support and the generosity of everyone spending time helping each other.
Cheers,
Steve

Hi Steve, I agree with paying for a service, I myself asked many many times what the service gave me, to be told pay and you will get your contact, I paid because I was over a barrel no service plan was for coming twice again I asked them email telling me here is your contact in German, fair enough I translated it only to see I had been sent a general delivery and installation conditions, my pc that runs on Windows 10 is the very same PC wizard Europe took control of five years and had it running in five minutes maybe less, but they did give me new software and key which was accepted, but knowing I had windows 10 and was sent mat designer 6.0 obviously not going to work, so back to square one, I had to ask for the latest software and bingo drivers recognised, problem I was given the wrong customer ID
.....should have been done at that, but no, Europe gave me the wrong customer ID and a key that was invalid....my computer is an Hewlett Packard. I have been asked for about every single serial number on the entire machine, and insist I need to spend a further 2k dollars for another computer, the fact is this is a fix with the correct information of correct ID and key code for the software they sent...the 795 euro I paid for I still have to wait and see as I have no idea what their Europe maintenance plan covers, but I do agree it has been an extraordinary long process to a simple fix. And Europe will not work on any PC they have not sold themselves......I would like to say that Europe have been good, but this is just an ongoing issue of butting heads, frustration, and simple fixes just not done, were all in business and were all paying for goods and services, I don't know about anyone else and will not comment, but as for me, I like to know what I get for my hard earned money, and solutions given, not for me to seek them out and ask, ie the latest software that supports windows 10, a customer ID that works and a Key that unlocks, these three simple things offered on day one and that would have been the end of it. But it's classic physician heal thyself.

 

[Davie Y]

Hi Steve, I agree with paying for a service, I myself asked many many times what the service gave me, to be told pay and you will get your contact, I paid because I was over a barrel no service plan was for coming twice again I asked them email telling me here is your contact in German, fair enough I translated it only to see I had been sent a general delivery and installation conditions, my pc that runs on Windows 10 is the very same PC wizard Europe took control of five years and had it running in five minutes maybe less, but they did give me new software and key which was accepted, but knowing I had windows 10 and was sent mat designer 6.0 obviously not going to work, so back to square one, I had to ask for the latest software and bingo drivers recognised, problem I was given the wrong customer ID
.....should have been done at that, but no, Europe gave me the wrong customer ID and a key that was invalid....my computer is an Hewlett Packard. I have been asked for about every single serial number on the entire machine, and insist I need to spend a further 2k dollars for another computer, the fact is this is a fix with the correct information of correct ID and key code for the software they sent...the 795 euro I paid for I still have to wait and see as I have no idea what their Europe maintenance plan covers, but I do agree it has been an extraordinary long process to a simple fix. And Europe will not work on any PC they have not sold themselves......I would like to say that Europe have been good, but this is just an ongoing issue of butting heads, frustration, and simple fixes just not done, were all in business and were all paying for goods and services, I don't know about anyone else and will not comment, but as for me, I like to know what I get for my hard earned money, and solutions given, not for me to seek them out and ask, ie the latest software that supports windows 10, a customer ID that works and a Key that unlocks, these three simple things offered on day one and that would have been the end of it. But it's classic physician heal thyself.

Update, thanks to everyone for your kind feedback and advice, as I have said all along, the answer was not that my computer was to blame but that of poor communication and real help when needed to resolve what ended up in my seeking advice from good people like you all, and asking for the correct software, I have resolved my own problems and it was a very fast fix, which in reality could have been done in a couple of hours not weeks....I shudder to think of the lost revenue....many thanks to everyone here.....will keep Grumbling

 

[Davie Y]

So unfortunately neither Wizard Europe or the USA will email me having made a complaint and request of a refund even after my sending them my contract dated 2020 and ongoing for both phone and internet Matcutter services and looking more at my legal options.
Anyway to let you all have a laugh and knowing the Scots have a sense of humor here is a wee bit of sunshine and I'm sure it will only take a second to figure out what I'm saying.

Wizeup is a company spreading the USA and beyond as picture framers and widely respected.
One day one of the franchise shops received a call, the lady in the shop said "Wizeup framing, how may i assist you today?"
Customer replies " good morning I have a problem with a picture I have and i hope you can help"
The lady in the shop say's " Were always happy to help, what seems to be the problem?"
Customer replies "MY picture is 2 foot square and the glass has a crack in it, can this be fixed for me?"
Lady of the shops say's "I'm not a technician so in order for me to put you through you need to pay $200"
Customer replies " I only want to see if it is possible"
Lady in the shop "Ma'am in order to speak to our technician you must pay $200, and the fastest way is an instant transfer and I can put you in touch right away"
customer replies " I have no choice I can't live without this being fixed, I will pay it now"
Customer receives and email from the technician, " Good morning I'M Kevin and will help you with this problem, Just bring it in and I will have it fixed for the next day"
Customer brings in the frame with the cracked glass, Lady in the shops says, Our technician will email you when you can pick it up.
Next day the customer receives another Email telling her they are unable to repair it because the frame was not made by them and they simply will not touch it.
Furious the customer replies, " It is a frame a standard frame four sides to it a backing board and mat with cracked glass, She immediately gets a return Email from the technician, I'm sorry but we can't work on foreign products not sold by us, but will help and try to find a solution, you could try Gorilla glue on it, Customer says "That is not going to work and it is a ridiculous suggestion" Lady In the shop replies to the customer.
"The best solution for you is to buy a new frame preinstalled with glass, Mat, backing and cord to hang it with, we can do this for $800, just like plug and play"
Customer replies, "$800 for a $100 frame are you mad? put me through to Tech please, "Hello", Ma'am I have a new suggestion for you to try , You can take the glass out yourself and put it in a pre heated oven for four hours at maximum temp and the glass may fuse together again"
Outraged the customer posted on a public platform, and had many replies One even from another Wizeup shop telling her she can get new state of the art glass, and puzzled as to why she had not been offered this. and had she been their customer they would have fitted it too.
Customer called the shop, The lady of the shop answered, Good morning Wizeup framing how may I be of assistance Today?
" Hello I brought in a frame that needs glass but you will not put it in for me, I have since found out for myself you have glass precut ready to fit straight in"
Lady in the shop say's I will have it ready in five minutes but you install it at your own risk.
Customer replies " my husband is a carpenter and happy to put it in himself, oh and I'm still waiting on my service contract"
Customer leaves with her frame and glass precut ready to install.
Customer receives yet another email, " here is a link for the $200 Contract, I'ts In Cantonese and you need to translate it"
Customer open's the link and used Google translate, what is this she thought, This is NOT a contract, this is for...." A new customer/Installation/Training!!!!!
in other words a meaningless worthless bit of paper.
She Emailed both the shop and The headquarters of Wizeup framing telling the she was already under contract and had been a customer for many years, nothing was installed she herself had hung the picture back up on the wall, and has never needed training, so what did I pay $200 for, please refund this...............She is still waiting!
had the customer been offered the precut glass on day one she would have never had the stress of dealing with Wizeup framing and be $200 better off and as she was already a customer she seen on the company website she qualified for free upgrades anyway.

As picture framers, how long would we last in business working like this?..........Sometimes you just have to laugh!