Unable to create a support ticket

[coro]

hey all

since a while I'm currently unable to create a support ticket

1- I first get this error

and then if I try to login from MyPresonus again I get this error it forces me to verify my Microsft account but my actual MyPresonus email is gmail

any idea?

 

[coro]

@Trucky any idea how to solve this?
Thanks!

 

[Gerran]

Did you try using an in private / incognito browser window, disabling any add blockers you might have running for that session?

 

[coro]

Tried, but no luck.
Also I'm strangely not able to hear anything from headphone 2 so I deffo need to get in touch with them

Thanks for chiming in Ger

 

[Gerran]

Too bad. You are trying to add the ticket straight from the website https://my.presonus.com/support/open while logged into your myPreSonus account I assume? I have no further suggestions, sorry. I hope you'll be able to solve it soon!

 

[coro]

Too bad. You are trying to add the ticket straight from the website https://my.presonus.com/support/open while logged into your myPreSonus account I assume? I have no further suggestions, sorry. I hope you'll be able to solve it soon!

indeed from there.
But there must be a way to get in touch with them
@Lukas Is there any Presonus employee here in the forums by any chance?

 

[Vocalpoint]

indeed from there.
But there must be a way to get in touch with them
@Lukas Is there any Presonus employee here in the forums by any chance?

Can tell with 100% certainty that logging a ticket does not require any Microsoft sign-in whatsoever.

Where ever you are coming into your Presonus account - it is not the right spot.

I just did a hard logout of my account and then did the following:

Then...

And finally...

No muss. No fuss.

VP

 

[coro]

Can tell with 100% certainty that logging a ticket does not require any Microsoft sign-in whatsoever.

Where ever you are coming into your Presonus account - it is not the right spot.

I just did a hard logout of my account and then did the following:

View attachment 1832

Then...

View attachment 1833

And finally...

View attachment 1834

No muss. No fuss.

VP

Thanks for chiming in VP, that's what I've done so far (opened 3 tickets since January without issues) but when I go from here I get the first error shown in my opening post and the following login point it recommends (from MyPresonus website) takes me to that unexpected Microsoft account request.

 

[Vocalpoint]

Thanks for chiming in VP, that's what I've done so far (opened 3 tickets since January without issues) but when I go from here I get the first error shown in my opening post and the following login point it recommends (from MyPresonus website) takes me to that unexpected Microsoft account request.

Well - this:

tells me that you are trying to log into presonus.zendesk.com AS "ear_unit@hotmail.com" - which is guaranteed to fail as that address is the internal Presonus helpdesk URL and you do not have an account there.

My guess is that you are either logged into your workstation with an MS account or starting somewhere that is passing your credentials for reasons unknown.

Depending on your browser (all my examples above used MS Edge) - I would suggest you open a "private" session (to avoid loading any extensions or anything else that might interfere) and enter this URL:

Studio One Pro+

my.presonus.com

And report back.

You may also consider cleaning your browser cache right to the wood so nothing in the cache can influence a login.

What OS and browser are you using BTW?

VP