support options

[torchit]

I recently purchased groove and I am having trouble with getting it to work.
I am unable to send invites out to certain members, am unable to receive
accepts from others, and I show not to be active in a workspace when I am. I
have uninstalled from all machines involved and ran grooveclean -all on all
of the machines. I have created different workspaces and sent out the
invites again thinking something was fubar with the other workspaces. On at
least one computer, I am getting an error saying groove can't connect to the
provisioning server to configure my account. From what I have read in the
forums, I see you have a $99 email option and a $259 phone option. Is
support not free for a certain amount of time?

 

[Gregg Johnston [MSFT]]

Hi there,

Support with the two options you mentioned is not free. Groove is
considered a commercial product so there is no free support associated with
the initial purchase.

To address your issue, this sounds like you are unable to go through your
network to reach out Groove Servers. Make sure your firewall is allowing
Groove as an exception. If you choose the email support, just know that we
respond just as quickly as phone support. The discussions are free.

Also, are you on a home network or a corporate network? If you are on a
corporate network, you may want to check with your IT folks and make sure
they are allowing traffic to *.groove.microsoft.com.

Gregg

 

[torchit]

Gregg,
We have multiple machines that we are trying to hook up. Currently, only
one machne is giving that error. We are on a corporate network and I have
asked the firewall guys if they are blocking any traffic to
*.groove.microsoft.com and they say no. We have sent that machine two
invites through outlook and the user accepted both. It shows that the
acceptance has been sent, but the sender receives nothing back from the
invitee. Maybe blow groove away, do a grooveclean -all and start over again
from scratch?

 

[Gregg Johnston [MSFT]]

Hi,

Well that is the nuclear option, but you should probably check out
communications further because it definitely sounds like there is something
blocking the communication. Is Groove set up as an exception in Windows
Firewall or any other Firewall that is running locally on the computer?

Gregg