0
Fixed

Cannot access any digital content on dashboard for Time Lab Program (no error message, just returns to upgrade page)

Ellen 5 months ago updated by Arthur Lawson (Answers in Genesis - Web Support Analyst) 5 months ago 9

I purchased the Time Lab Super Starter Contemporary Kit with Digital access a few weeks ago. I was unable to access features on the digital dashboard so I called and spoke to the AiG service.  They assumed the problem was in the code provided and provided me with a new digital code for Director Plus and Digital Library to ensure that I received access to all of the features I had been promised.  I still can not access ANY of the non-free items on dashboard.  It takes me to the upgrade screen if I try to access the library/resources/guides/music/etc.  I put in my code (tried 4 different ones at this point) and it allows me to choose my free upgrade kit but then returns me to the upgrade page with no improved access once I click continue.  I have sent multiple emails to web-support and have not received any response.  I am getting very frustrated.

Answer

Answer
Fixed

Hi Ellen,

We just heard back from web content with good news! The Time Lab Decoration, Drama, Missions, and Promotion resources have all been added now. Thanks for your patience as we added the missing files to that theme. Please let us know if you have any further questions or issues!

Blessings,

Arthur

+1
Fixed

Hi Ellen,

I'm sorry it took a while to respond to you. It looks like CS sent you two codes for just VBS Digital Plus, but not the Library. I changed one of them to unlock the LIbrary, so you should be able to access everything now. I'm sorry for the inconvenience this caused.

Blessings,

Arthur

Thank you so much!  That looks much better, HOWEVER there are no links or downloads under the resources tab for "Drama," "Missions", or "Promotion".   Are those still being created or are those features not available for Time Lab?  When I spoke on the phone to CS, they had told me that the skits would be available also.


 I am still looking through the site and loving all of the help, links, and accessibility that are on the dashboard!  Thanks again!

I also don't have access to the Decoration Resources.  So Decoration, Drama, Missions, and Promotion resources are still all missing from my dashboard.

+1
Under review

Hi Ellen,

You're welcome! I checked on the Time Lab theme and confirmed the missing content on those four pages. Sorry about that! I just created a task for Web Content to add those resources. Time Lab was our theme for 2018, so the files already exist, they just need to be added and organized properly. I'll let you know when I learn more about a resolution for this issue.

Blessings,

Arthur

Hello, I am wondering what progress has been made on this problem in the past week?

Planned

Hello Ellen!

I just asked for an update from the web content folks and will let you know when I hear back from them.

Arthur

+1

Hi Ellen,

It looks like web content won't be able to get to this until early next week. I am seeing if I can get the files you need in the meantime.

Edit: There are too many files involved to send them to you before they are uploaded, so, unfortunately, you will have to wait until they're put online next week.

Arthur

Fantastic, thank you for your attention!  I look forward to hearing when the content is added!

Answer
Fixed

Hi Ellen,

We just heard back from web content with good news! The Time Lab Decoration, Drama, Missions, and Promotion resources have all been added now. Thanks for your patience as we added the missing files to that theme. Please let us know if you have any further questions or issues!

Blessings,

Arthur