Microsoft eOpen Sucks »
I generally like things being made available online. Sure, I have issues with putting data online, because when my connection goes out - and it will go out - I like to be able to get to it. But providing the option to get at things online is a nice feature. Making it so that they have to be retrieved online just blows. It really blows.
One of the hats that I wear in my life as a computer consultant has to do with networks - and when I'm wearing that hat, it means that I have to deal with Microsoft products. This really doesn't mean that I am a Microsoft hater, because a lot of what they do is decent. But some days they do nothing other than make my life miserable. Take eOpen, for example.
Introduced a couple of years ago to allow you to store your licenses online, the navigation is bad. Really bad. Whoever is in charge of making an application for storing information and getting at it in an intuitive manner ought to be shot, because when you need to look up that licensing information, it's virtually impossible to get. Luckily, for a couple of years, you only needed it briefly. But that all changed not long ago, when Microsoft actually decided to distribute software in this manner.
Now I get that they want to be all efficient, and that it will lead to software rental. I really do. I'm not even against the concept. If it's done right. At this point, it's not.
One of my customers, for instance, purchased a new server, and they also purchased SQL Server to go with it. After determining that we needed to download the software from eOpen, we clicked in the logical place - Software Downloads. Unfortunately, this just returned a message saying that we needed to accept the agreements, with a link back to the eOpen home page. That's it. Nothing more. After twiddling about for the better part of an hour, we finally figured out that we needed to list the agreement, and way down at the bottom of the agreement in question is a box where you can type your name in lieu of a signature. Once you do, you have accepted the agreement, and you can get at your software.
Unfortunately, that's not it. In this case, you then get the privilege of downloading nearly 3GB of data. Even over a decent connection, it's still going to take more than 4 hours, according to the helpful download manager plugin. Oh, and did I mention that because of the Internet Explorer Enhanced Security Configuration, we couldn't actually make that download happen (until we removed all those "protective" settings)? So we have a server, all buckled down, but we can't actually download the software onto it. Nice thinking, Redmond.
I have no idea if this four-hour download will work, but I have to imagine that the cost of a DVD can't be worth the customer dis-satisfaction that this is driving.
Comments (43)
Is it just me, or is the eOpen site down, as well as MSDN Subscriber Downloads?
Sigh.
Posted by MSDN Premium Subscriber | March 1, 2008 1:35 PM
It is the most useless piece of software by the software giant.
Currently using IE7 and VIsta it goes nuts sometimes when tring to to get to the new part where the downloads and license keys live - it just keeps opening window after window asking about live login.
If you put a coment in the comment field when adding a license it doesn't happen.
Currently trying to downlaod software and it starts and stops perpetually- go figure that one.
Posted by Mark | March 4, 2008 11:03 PM
Can't agree more on this matter. We have licenses that were bought in the U.S. but we live in the UK. So how do we get the software? Go to eOpen and click software download? Nope. It doesn't even load the page. Funny how the site that is actually selling the software is fine but after you've paid for it you can't even get the software. I'm not totally anti microsoft I think some of the software development teams are doing a fantastic job but I'd like to see some consistency.
Posted by Dave Wong | March 28, 2008 11:11 AM
The eOpen site is constantly down when I need it.
I can't wait until open source finally takes over.
Posted by Pissed | March 28, 2008 1:27 PM
Exaclty the same - just spent nearly £14K on Sharepoint Software licensing and they can't even send me a flipping CD - have spent nearly all day trying to get the eopen site to let me have my software but to no avail - I want my money back and will find different software for the job
Posted by Mike Eckersley | April 3, 2008 12:05 PM
Yep. Just bought a server license and:
1. Did the 1/4 hour waste of time finding the agreement to sign, just like you.
2. Then even though the right product keys were there, on the download site, it was "service temporarily unavailable".
3. The next day, the download service was back, but the versions I was permitted to download were previous service packs *AND* in foreign languages or 64-bit versions only. Nice 'ole 32-bit Server 2003 in English wasn't there.
4. Which led to a 30-minute 800-line call to M$. After blaming me for buying the wrong license, they admitted that the site was being updated (probably because some upper manager decreed that they rebuild the whole thing with .Net 2, Share Point Server, CardSpace or some other bad technology. Why they couldn't do the update on a test server I don't know--guess they can't afford the hardware or software testers.
5. Today, you can't even log in: "This site is not a Live ID site". On the phone they said that the eOpen upgrade will be finished on April 5. My first attempt to get the software I paid for was on April 1--guess the joke was on me.
Posted by Peter Zingg | April 4, 2008 4:42 PM
We've been using EOpen for about six months now and whenever I log in I feel like I need to cross my fingers because it's down so often.
Today I've been at the office for several hours and still can't install a piece of software because the site is down and I'm unable to see my licensing information.
It's absolutely ridiculous and inexcusable.
Posted by Jason Hitch | April 10, 2008 11:29 AM
Sitting here staring at the eOpen download manager stuck at a download speed of 89KB/sec on my works T1 trying attempting to download a 5.64 GB ISO. Slow just doesn't describe it enough. Microsoft is a rather large company with lots of $$$ what gives ???
And why am I having to download this media when I already received the media kit for Exchange 2007? Apparently the version of Exchange 2007 I recieved on DVD is not compatible with Server 2008 64 bit. It requires Exchange 2007 SP1 on disc.
sigh .....at least it's Friday
Posted by Mike Conway | April 11, 2008 2:36 PM
Count me in for ultra-jilted as well... We purchased Server 2003 along with 50 Terminal Server CALs and 50 Combined CALs... They charged my Visa quickly enough, but the CAL keys are nowhere to be found. eOpen is indeed down more than it is up... Does anyone have a phone number for them?
Posted by Joe | April 23, 2008 2:19 PM
After 24 hours waiting for the site to responsd I find it'll only show the Cal keys and not the server keys that I've activated. A quick call to MS support advised that whilst Cals may appear instantly server products can take up to a week and they have no mechanism to give me my product key! Another project slips a week due to MS poor licensing service...
Posted by Chris Williams | May 29, 2008 6:51 AM
Same here. Took me 2 hours to find product keys & download software. I have called my retail account manager to get help. Still waiting for license keys to install on out new server. It is joke. After you purchased, no way out. Bill Gate is SUCK. I HATE MICROSOFT PRODUCTS.
Posted by Vincent | May 29, 2008 12:34 PM
I've been using eOpen for a few years and have haranged my company's MS rep about it repeatedly (to no avail). It is hard to believe it could be that bad. Besides all the issues mentioned above (which I am really familar with) there is also the issue of sharing the information. If you work for a large organisation (like I do) you want multiple perople accessing the same data, but each with their own credentials. For example, our IT purchasing office does all the registering and clicking on "I accept", but I need access for the licensing keys and software downloads. Can she just give me read access to the data? No. I have to either register it all again myself, or logon using her credentials.
Posted by Bob | June 4, 2008 1:44 AM
Piece of shit.
Plain and simple.
Posted by Lando | June 24, 2008 12:03 PM
I could not agree more. This crappy eopen site has stopped me from doing work today. I needed a template in word for an agenda I am working on. Because of Microsoft's genuine software validation software I can't download anything. The reason is I installed project without the license key because the eopen site was down. I checked back today and it is still down. So I can't get my key off the site so I can validate the software thus allowing me to download the template I need.
UGH! No wonder I switched to a MAC at home.
Posted by David McGinty | June 25, 2008 11:31 AM
Microsoft eopen is an ASSHOLE
I purchased the license for Office Communicator 2007 and now I need to download the software. It has been 1 good day wihtout any luck accessing to eopen site.
Everytime I click on Software Download, I get "Error: sorry temporary unavailable"
Posted by Michael | June 25, 2008 5:18 PM
I am also getting the "service temporarily unavailable". Each time I have called MS, they say to wait 24 hours. I informed them (in a firm voice) that I have already done that and was not willing to keep waiting for days. I was denied my inital request for them to send the media, so I asked for a supervisor. The supervisor was able (after more insisting on my part) to send the media overnight at no charge.
Posted by Jim | June 27, 2008 10:11 AM
i thought it was just me being a mac-head having a bad windows day. seems not. down with microsoft eopen!
Posted by Nick K | July 11, 2008 8:30 AM
It's like a day at the fair - here's the Microsoft merry-go-round !!!
Trying to log-on - sometimes works, mostly doesn't, then a completely inuntuitive navigation system requiring use of back button ... information never there or completely misleading ... same as everyone else ...
Roll on an alternative ...
Posted by Nigel H | July 14, 2008 10:42 AM
eOpen has a terrible user interface. The last time it took me an hour to get the software i needed. And today: No way that I could log on , - but then in a flash of genius I used my Opera browser and - wooops - logged on - and downloaded. So Opera is the choice of browser for eOpen!
Posted by Lynx | July 15, 2008 8:15 AM
We have been trying to use eOpen to manage our Office 200X suites. The only problem is that they will not let me download Office2007, just 2003. Also they give me a license for the 2007 Family products but not for the suite. This has been making me crazy as my vendor and I have been battling with Microsoft to fix the issue since March without any luck. At first they told us we had not been buying software assurance so I didn't have rights to 2007, but recently we have actually been buying 2007 licenses I can't install it since I don't have a key for it. And I have no idea what their excuse will be now.
Posted by GarrettD78 | July 21, 2008 9:27 AM
I have been trying for two days now to download Office 2008, and cannot get beyond accepting the "Agreement(s)". You say to list the Agreement. Which link gets me to list it? I have tried clicking on all the links on the left hand side, and get nothing, or, get a redirection error. It will not let me click on my license number (well, it does, but does not take me to anything). I am very, very frustrated!!!!
Posted by Denise | July 21, 2008 2:56 PM
It is sas that these complaints began over 6 months ago .. and here I am with thew same problems. I am trying to d/l (windows 2003 64bit since Microsoft will only see me the 2008 version). I have a high-speed cable connection. According to ther d/l manager it will take 63 days!!! If I hit pause and the restart, the speed rockets up to 300/kps. After a minute, it drops to under 2/kps. This is a joke. My project now falls behind.
I also asked for the disk and it says it will take them a freaking 14 days to fulfill my request! How hard is it to stick a CD in an envelope and mail it? Maybe they should talk to NetFlix.
Posted by MikeT | July 28, 2008 5:38 PM
I too have to download SQL 2005 from eOpen and the site has been down for days. I call their support and all they want me to do is clear cookies and restart the computer. You'd think their own support staff would have to pass a Microsoft exam or two ... clear cookies and restart ... god! This is why open source (linux, MySQL, etc...) is superior. If you need it, download it! No questions no problems.
As with MikeT on July 28, 2008 5:38 PM, my project is falling behind too. I requested media and they were going to charge me to ship it slow boat UPS. I got them to waive the charges however it's still slow azz UPS! Maybe before the shipment arrives the new version of SQL will be out and I'll have better luck downloading it!
Posted by MePH | July 30, 2008 12:51 PM
Same here. Complete nightmare. They took my cash two weeks ago and I still cannot get the download to show.
I can login, view the agreement - but I just get the smae message as the original post here:
"Unfortunately, this just returned a message saying that we needed to accept the agreements, with a link back to the eOpen home page."
A terrible site with desperate navigation techniques leads to an extremely poor experience. I wish I had the CD version now - I went for the download so as to get the software quickly (what a joke).
They make you jump through hoops to do the simplest thing surely. I had to buy this software, but reinforces why we are Linux-based.
Posted by Paul | August 5, 2008 1:48 PM
After dealing with the same eOpen issues for the past months and getting absolutely no help from MVLS support, I finally decided to take some action. I was able to obtain the contact information for a local (Minneapolis) high-level MS employee. I typed up my complaints and emailed them to her with the hopes that she'd be able to put me in contact with someone on the eOpen team.
I posted the email here. I'll post updates there as well, as I get them. I'd encourage you all to do something similar if you're able. The current eOpen situation is ridiculous and MS needs to hear from you all.
Posted by Erik | August 6, 2008 1:26 PM
Just got off the phone with MS MVLS support. They're aware of the eOpen downloads problem. Supposedly it has been down due to "maintenance" since last Thursday. That's one week of downtime. Nice, huh.
Anyway, due to the downtime, they were able to dispatch a physical media kit to me. I asked for it to be overnighted, which they weren't willing to do unless I provided our own UPS account number. I'm guessing that I would have been able to get them to foot the overnight shipping bill if I kept pressing them on it, but at this point, I was frustrated enough I just didn't want to deal with that.
So...if you're in the same situation, call MVLS support at 866-230-0560 or email them at eopensup@microsoft.com. They'll hook you up with a media kit.
Posted by Erik | August 7, 2008 1:00 PM
Things could be worse, you could have purchased eOpen SBS. You can't even download eOpen SBS or get at the Keys through eOpen. I've been using eOpen since its inception, but I've never purchased SBS via it. Now i'm regretting that..
Oh and who ever designed eOpen.Microsoft.Com should be absolutely shot.. no questions asked.. they have absolutely no idea what they're doing.
How difficult can it be to make a website where you add an agreement then now are presented with a list of your keys and available downloads.. you think thats bad.. wait till you try Symantec's Licensing Website for Backupexec. Holy shit can I really bill my client 5 hours for activating their licenses on that piece of shit website?
Posted by Marcus | August 14, 2008 10:32 PM
I hate eOpen with every fiber of my being. Ugh. I love how there's no real way to generate a statement/report on your agreements. You can get a software total, but there is no way to correlate to your agreements. The only way to get that info is to individually click on each agreement. And when you purchase renewals, they don't even correlate with your existing agreements. What a cluster. This is the process from hell. Are they trying to get people to avoid complying with licensing requirements?
Posted by Josh | August 15, 2008 3:28 PM
Worked ok on like the 5th or 6th attempt to log in, I was getting the same stupid message saying unavailable from this site, etc. for weeks on end.
I have tried for about a year to figure out how to get my msdn downloads. I am lazy, I admit it. And I bought this on a whim, so never got that concerned about not getting it. Dealing with chronic pain, pinched nerve in neck, not anxious to sit in front of a computer even more trying to figure out how to be a programmer for real (VBA does most of what I want) OK, useless digressions.
My DELL rep got MS on the phone for me, the only thing that was not explained to me when I bought was having to activate the MSDN subscription, I thought it would show up with my other products in the licenses area.
I have to say eOpen's documentation absolutely suxxxxxx.
Here are the steps I had to finally follow, courtesy of a MS rep who answered the DELL sweetie who finally got the problem solved:
Hello Lisa,
This is in response to your phone call regarding your MSDN Subscription via eOpen.
We value your time and want to assist you as best we can. Please follow the steps below to add a contact to your new MSDN subscription.
1. Sign into the eOpen website at https://eopen.microsoft.com using your Windows Live.
2. Once you have entered your profile information, click on "Add Agreement" which is located on the left side of the page.
3. Enter your Authorization number and License number and click "Add to View" Repeat this step to add additional Authorization and License numbers.
4. Once an agreement has been added, it will be displayed on the "Agreement Summary" page.
5. Click on the License number to access the "License Detail" page.
6. On the "License Detail" page, click on "Activating your MSDN Subscription". Please note this is a pop up so make sure your pop up blocker is off.
7. On the "MSDN User List", click on "Add Users".
8. Select the MSDN subscription level that you have purchased and would like to assign and click "Next".
9. Select the MSDN benefit(s) that you would like to assign to this user and click "Next".
10. Enter the User information and Media Shipment details if applicable and click "Next".
11. Verify all information is entered correctly and click "Finish".
An automated email will then be sent to the contact assigned to the subscription that includes the Benefit Access Number (BAN) and details of the benefits assigned.
If you need assistance in navigating the MSDN website please contact the MSDN support team at (800)759-5474 (Please select option 4
For news and information about MSDN, please visit our website at: http://msdn.microsoft.com
If we may be of further assistance, please feel free to contact our customer service center at (866) 230-0560. Our office hours are Monday-Friday from 5:00 AM to 5:00 PM Pacific Standard Time.
Grant
Microsoft Volume Licensing Services
mvlshelpa@msdirectservices.com
(866) 230-0560
Message received date: 8/25/08
Posted by Bill Benson | September 20, 2008 6:11 AM
Sounds like a bunch of noobs that can't figure out a simple website. Hense the reason people shouldn't "wear a hat" that doesn't fit.
Posted by Mark | October 10, 2008 9:53 AM
Try this one on for size; for me, IE7 veeeery rarely opens eOpen, but FireFox opens it without fail, every time.
Does that seem odd to anyone else but me?
Posted by VooDooJitsu | October 11, 2008 1:47 AM
Wish to concur with VooDooJitsu that site does not work with IE but no problems using Firefox.
Posted by Alan Shaw | October 13, 2008 8:38 AM
Blimey, IE makes up for it by posting to this site in tripicate. (Submitted this using Firefox just to be on the safe side).
Posted by Alan Shaw | October 13, 2008 8:41 AM
In Chad's original post he says,
"Unfortunately, this just returned a message saying that we needed to accept the agreements, with a link back to the eOpen home page. That's it. Nothing more. "
I was having the same problem. After calling the only support number I could find on the eopen site and getting transferred twice (spoke to three people) I finally got the same Grant who had sent the email to Dell rep in one of the comments above.
Grant was very helpful. The number for assistance navigatign the eOpen site, again, is 866-230-0560. Call it every time you have a problem. It's the only way they will notice that there is a problem.
After resolving the issue I was having, Grant offered to formally escalate the navigation issue. He says I will be contacted directly by someone to resolve this issue. We'll see.
The resolution was to go to the eopen home page, click "go" on the search button with a blank search field and the list of license acceptances will be shown. How obscure is that? I further pressed to how I was supposed to have figurd that out without his help. He showed me how to get to the eopen users guide, a word document. We searched on the word "accept" and could not located these instructions.
Posted by Rod Frank | December 2, 2008 1:18 PM
Well, incredibly, it has gotten worse.
The Download Software button on the eOpen site brings me to a page that says "The search of your agreements did not return any Products. If you feel this is incorrect please contact your partner or reseller for additional information". I called my reseller (CDW) and they say everything looks correct from their end, recommended I call MS.
Well, After a total of an hour on hold and being transferred 4 times (no lie!) and spelling my name and email address and explaining the problem to each person, I finally got to a person who knew the answer. Guess what?
The software download site is not working right now. He had the nerve to tell me this is a "known issue". Clearly it is not known to the first 3 MS reps I spoke to today!
Now, could they tell you that, on the website that told me to contact my reseller? Apparently not.
The billable hours spent on trying to get this software has now cost more than purchasing the software did. This is leading me rather strongly towards open source.
Posted by Mark Bulgier | December 3, 2008 8:36 PM
Well, here is a new one. Instead of "Service Temporarily Unavaliable", I get:
We apologize but the site has encountered an error. Please try your action again. If this problem persists please contact support.
Asia mvlsapac@microsoft.com
Europe mvlshelpe@msdirectservices.com
Middle East/Africa mvlshelpe@msdirectservices.com
North America mvlshelpa@msdirectservices.com
South America mvlshelpa@msdirectservices.com
South Pacific mvlsapac@microsoft.com
For customer support to better assist you, please take a screenshot of this page or note the information below.
PST 3/1/2009 7:36:22 PM 1001
Posted by Bob | March 1, 2009 11:53 PM
Well, it's now May 2009 and nothing appears to have changed with eOpen, I dread having to log into this. You appear to get redircted all over the place which leads to constant [Back] button useage. My Boss has purchase MS Project (10 CALS) and wants me to download and install it now we have notification from the reseller that everything is 'complete'. I though I'd follow Grants post..
1. Sign into the eOpen website at https://eopen.microsoft.com using your Windows Live.
Yes
2. Once you have entered your profile information, click on "Add Agreement" which is located on the left side of the page.
Yes
3. Enter your Authorization number and License number and click "Add to View" Repeat this step to add additional Authorization and License numbers.
Yes
4. Once an agreement has been added, it will be displayed on the "Agreement Summary" page.
Which, to aid confusion does 'look' like a link, just a header, but yes, it works.
5. Click on the License number to access the "License Detail" page.
Did this, and scrolled to the bottom and type 'I Accept' and clicked Submit.
6. On the "License Detail" page, click on "Activating your MSDN Subscription". Please note this is a pop up so make sure your pop up blocker is off.
Nope, I have Information on activating Microsoft Business Solutions products and Activating TechNet Subscriptions. Neither open in a pop-up.
MS BS Products goes to a page cannot be found with alternative suggestions for the search.
The TechNet Subscription will not allow my Agreement/License numbers - maybe I don't need this anyway?
7. On the "MSDN User List", click on "Add Users".
N/A
8. Select the MSDN subscription level that you have purchased and would like to assign and click "Next".
N/A
9. Select the MSDN benefit(s) that you would like to assign to this user and click "Next".
N/A
10. Enter the User information and Media Shipment details if applicable and click "Next".
N/A
11. Verify all information is entered correctly and click "Finish".
N/A
So, I am left without any downloads or License Keys. Product downloads has everything else but Project as does License Keys.
Maybe I am missing something obvious here?
NB: Has 'Mark' ever used eOpen....?
Posted by Phil | May 26, 2009 9:47 AM
I agree it's slow and crap. The problem is the Activating MSDN link option doesn't always show up. I spent a lot of time poking around and finally called them a while back and eventually they got the link back. I jumped on today to transfer a license to a new employee and the link is not there so I'm stuck with calling in to get help.
This is the most unintuitve web site MS has ever put out.
I'm sure Mark has never used it or has just been lucky.
Posted by Eric Margheim | July 21, 2009 11:47 AM
Our non-profit organisation recently purchased some discounted licenses through TechSoup, and we were informed we would have to use eOpen to receive our licenses... and the URL we were given to access eOpen contains an invalid SSL certificate, and will therefore not load in any somewhat secure web browser (including Firefox and Opera, we do not use Internet Explorer).
It's after 5:PM, I will try phoning their tech support line tomorrow, this is just pathetic that a multi-billion dollar corporation can't figure out how to purchase and install properly signed SSL certificates for a *major* web site of theirs.
Posted by Raven Morris | July 24, 2009 9:29 PM
It's the same feeling you get when you buy a scratch off loto ticket. " I'm going to win!!!, I'm Going to Win!!! I'M GOING TO WIN!!! AHHHHH I didn't win!!!"
Posted by Brad Hoskins | August 26, 2009 11:10 AM
i hate it... i really do.... i still cant get my license keys!!! i have added the agreement and agreeded to the terms and conditions and when i click license key it wont display them...!!!
is there a contact number for this piece of shit???
Posted by andrew leighton | October 9, 2009 2:34 PM
i could not agree more. I came looking for an article about eOpen as I try to navigate through this slow, terribly designed site. The fact that you need to find online documentation to use a licensing site is really telling. I prefer things to be online, but Microsoft has found a way to mess up even this.
Posted by Eric Fleet | October 13, 2009 11:26 AM
The thing that seems really sad is that in the time that has passed since this article was written, eOpen has not improved. It doesn't even do the really simple stuff properly - like the signon screen which supposedly gives you a choice about how much of your credentials get cached in your browser and then resolutely refuses to remember your email address.
And don't even think about trying to use Firefox instead of IE
For those looking for the a human to talk to about their problems, my advice is don't bother. The default instruction is to delete every browser cache, cookie (even one's having nothing to do with MS and might have some utility on other sites) and change every browser setting to factory default (you didn't want your own security settings did you?).
If I didn't need to use it, I wouldn't go near it.
And I've typed this lot in the time it's taken to open a new license agreement (and I don't touch type).
Scream!!!!
Posted by Rees Howel | October 26, 2009 1:53 PM