Going From Trial To Full: What's the Best Method?

[Raphael Salgado]

Last week, <a href="http://www.pocketpcthoughts.com/index.php?action=expand,50216">I touched upon a topic</a> that unraveled into a great discussion regarding the woes of developers and customers alike, when a middleman is involved. Though it's often debatable, software piracy is sometimes regarded as an unfortunate result of high costs (and others will justifiably argue that high costs are a result of software piracy, too). Seen as both a burden and a blessing, the various methods that developers take to get the full product to the legitimate end-user can vary from a simple, full version download or a 5-digit serial number, to a complicated, Internet-enabled, ActiveSync-connected desktop, coupled with multiple, lengthy registration keys full of dashes, case-sensitive alphanumeric characters and symbols that could literally make a rocket scientist's head spin. And, if you switch between multiple devices often like I used to, the process even becomes more tedious.<br /><br /><img src="http://www.pocketpcthoughts.com/images/web/2003/salgado-20060731-fakereg.gif" /><br /><br />In the end, what method works best for you? As a customer, have you completely avoided a product simply because of its registration method? Do you feel as if you're not even trusted as a paying customer? As a developer, do you think a stronger (or near-surefire) registration method could result in lower costs due to more purchases and legitimate usage? Do you think your customers would go for it? Your thoughts, please.

[piperpilot]

I don't mind inputting a complicated registration number as long as I can do it via the desktop as opposed to having to tap in said complicated registration number on the device itself.

[ppcinfo]

As a developer, I've found that making the registration code based on the device's "Owner Name" somewhat cumbersome. Sure, it ties the provided reg code to a particular owner name, however, extra steps are required to generate such a reg code and also users who wish to change the Owner name on their device at a later date will need a new reg code.

I personally will accept the fact that there will be some people who will give out their paid reg code to friends to unlock our software on their devices. Having to not base the reg code on the Owner name of the device makes it easier to create and distribute automatically (via Perl scripts on our web site) which gives us a "hands off" method for generating and distributing such codes, and also gives the user "instant gratification" by getting the codes automatically through our delivery system.

ppcinfo

[drowe]

I agree, I don't mind putting in a long code as long as cut/paste works. Spb software installs ask for the key when you start it on the desktop and that works well. If the key needs to be tied to something, I prefer to have it tied to the owner name rather than some random generated ppc serial number. Having it tied to the owner name also gives me a quick and easy answer if somebody wants to pirate my copy. I had to jump through a lot of hoops, including FAXING proof that I upgraded to WM5 and then had to wait for the OCN5 people to give me a new serial number. It was a real pain to do and I was without the $100 software I'd paid for while they decided if I was legit. Really pissed me off and I didn't hesitate for a minute when I found something better.......

[paschott]

Well, I know one of the reasons I tend to shy away from eBooks and most music is the fact that if I want to guarantee my access to them for any length of time, I need to remove the protections. (Barring eReader, but that is different and still if they go out of business at some point, I'm stuck with the last supported device(s) to use their software to read their books.)

MS made this difficult - moving registration keys, only getting to install on 1-2 machines. Seeing that there have been posts of devices spontaneously hard-resetting, that's just not acceptable.

As for entering codes - I'm okay with entering them either way, but long codes should have an input method on the desktop and I really don't care for the codes that must be entered by something designed within the app - just pop up the SIP and let me enter it there. Also - don't hide the code as I'm typing on a PPC device - it's hard enough to guarantee I'm tapping out the correct codes without hiding it, too.

Tying to device name - useful, but as noted earlier - if I want to change that name, I need a new reg-code. Some companies are better about that than others, I imagine. So far it hasn't been a huge issue for me as my owner name has been pretty consistent. If I'd bought a program primarily for my wife and then transferred the PC (and program) to her, that would make it more difficult for me, but it hasn't really come up yet.

I've seen some apps where you download one version that's a trial and a different version for full. Nice, but I prefer the convenience of unlocking a program without needing to uninstall/reinstall when possible.

Ultimately, I'd prefer a reg-key that's not device specific. I think I tried to run one app that asked me for my device key, but was somewhat difficult about giving it to me because I was on WM5 and it was unable to read the correct parameters - an older program, but it could still have been avoided by just having a reg key instead of based on something device-specific.


I kind of agree with drowe's comment - make registration too difficult and you might have me as a customer temporarily, but I'm outta there as soon as something comparable comes along.

Sorry for the long post. Looking forward to reading some of the responses, though.

-Pete

[Silver5]

People steal. It is very simple. If you are going to sell a product you have to calculate that as a business expense. I certainly do not think that it is an acceptable practice but it IS reality.

Developers just have to figure out for themselves just how much they are willing to burden their paying customers in order to protect their software from being stolen. If they ask too much customers will move to other software and if they ask too little there will be many software users but few paying customers. I certainly don't want to have a registration code locked to the owner name because I change devices often. Sometimes I have the same piece of software on two of my devices and if registration were tied to the owner name it would create problems for me. Once I pay for something, I expect it to be mine to use as I wish to, as long as I don't start passing it along to others illegally.

I have definitely avoided a product because of the registration issues. In fact, I requested my money back from Handango once, and got it. That was the only time I have ever used their site and I don't want to even give them another chance. They were very nice but it was still a bad experience.

This is pretty similar to the music industry and file swapping networks. I don't want to go out and pay $15-20 for a CD only to find that there are only three good songs out of the fifteen that are on the disc. With software, I hate trying the limited functionality version, or 'full" trial that lasts for only a week, only to find out that the full version ends up crashing my device after a week. If the music industry wants reduce the trading of songs they need to figure out how to let people buy only their good products, without the added trash, so people won't feel cheated at the music store. If software developers want to reduce the piracy of their programs they should feel free to make registration more stringent. However, they MUST show more detail of the software on their websites so people can really understand it and decide whether it is at all worth a trial before downloading. Then, once they do download it, the code can be based upon some type of personal information that is not necessarily tied to the device. This CAN be done and it can definitely work.

[BevHoward]

As a customer, have you completely avoided a product simply because of its registration method? Do you feel as if you're not even trusted as a paying customer?

Registration hoops are a major factor for me in both a purchase decision as well as recommending an application to others.

Unfortunately, these hoops may not be visible to purchaser's until after they have paid for the software which normally means there is no recourse after the fact.

If an application requires installation via activesync, it's not a viable app for me unless I absolutely have to use it and there are no other alternatives.

PocketDos is a good example of a "paid for" app that might still be in my toolkit or recommended list were it not so concerned about it's own security.

Among other aspects, historically, strong protection seems to give a good indication of the author's negative view of the purchaser and it has been my (limited) experience that it preceeds a hostile interface as well as a hostile support environment.

I've purchased a fair amount of software since 2000 and am still using some apps purchased when using the Jornada 540, a situation that underscores the fact that if software is tied to a single device, the full price needs to be approached as the right to use it for only a year.

Technically, copy/paste of a strong registration key which is tied to my name (verified against the credit card or other means) is the best compromise... i.e. give it away and I'm advertising myself as a pirate... which I'm not going to do.

Further, I'm not referencing using the "owner name" contained in the PPC, but my name as the purchaser of the software as I feel that I am purchasing the software for my use... i.e. keep the purchaser name with the software, not the device.

[capo]

I've fortunately never run into anything quite as draconian on my PDA as what you describe, although I will say I get these kinds of headaches on a regular basis in my IT job. I usually make it a point to call the vendor's tech support each and every time I have even a minor problem with that sort of package. I figure if they're willing to make my life difficult with their copy protection and registration measures they had better keep a well-staffed help desk to deal with irate legitimate customers like me. The problem arises when you get both a hideously locked down software package (like Tascam Gigasampler, for example) and a company with poor support (like Tascam). In that case, yes - I purposely avoid buying Tascam products now. The same goes for overboard DRM. I used to be favorably disposed toward Sony products but have been purposely avoiding their products since the recent DRM fiasco with their CDs. I'm not a thief and I resent being treated like one.
In the end, I think copy protection and unreasonable registration schemes end up hurting legitimate users (and thereby vendors) more than pirates.

[whiteks]

As a technical support person, registration is kind of an endless trouble. Here are some of the common issues:

- How do I register?
- I installed the software again, it does/doesn't ask me for the registration code, is that normal?
- I bought the full version, I don't want to install the trial
- Will registering delete my data?
- Will re-installing delete my data? (reinstalling a full version, installing full over a trial)
- My codes don't work (often, the reason is because of either a typo, or the user trying to use the wrong code in the wrong place, or they bought the wrong version of the software)

And, of course, the favorite (which isn't very common): "I need registration codes so I can trial the software." you register it when you buy it, that's what makes it stop being a trial..... :)

Here's what I usually like in software in terms of registration;

- A code that's somehow presented in a completely unambiguous way. Whoever decided that O and 0 should look similar needs to be flogged with a noodle or something more fierce
- If it's a PDA I'm registering on, a code that is easily entered is nice - those Windows-style XXXX-XXXX-XXXX-XXXX-XXXX codes aren't so fun on a thumboard or tapped in on the screen....
- internet activation is okay, as long as it's easy to do. If you feel the need to require activation, that's fine. I'm not really going to argue. If you require activation FROM my PDA, well, I don't know how that works out but it probably doesn't work so well :)
- Unlimited 'regenerations' of codes. I used to use a software synthesizer whose developer only allowed 3 re-sends of codes before you had to... do something. They weren't clear what, but it probably involved money.

[KTamas]

Well, I have yet to see a PPC app that requires internet activation.

Edit: nevermind...PDAmill does have an internet activation system.

Anyways, I'm not going to not buy a software just because it has some wicked registration system... but I like when they keep it simple. i.e. SKTools (5 digit regcode), Tweaks2k2.NET(same, though this needs to be restarted after the registration - bad). These two are tied to owner name which are technically bad points but I don't plan to change that so it is okay.... SBSH software has a fair registration mechanism too (tied to email).

That said, I usually don't enter my regcodes until the software expires (except if it is limited in function w/o regcode).

[Paragon]

Activation codes are a simple fact of life nowadays. I have no problem with some sort of authentication as long as it is not tied to the device. I like many others on sites like this tend to switch devices quite often, and I MUST be able to take my software with me EASILY. This was the problem with MS Reader. It was tied to a limited number of devices which caused problems. I have had other pieces of software where the developer told me I had to buy a new licence when I switched. If I buy new tires for my car, then buy a new car I can take the tires with me, if I want to. If I buy a new kitchen table for my house, then move to a new one I can take the kitchen table with me.....software should be no different.

Dave

[Jon Westfall]

I personally prefer registration codes that are tied to a Username. I don't mind codes tied to the Owner's Name, as my name has a habit of staying the same. What I do mind is the following:

1. Needing to activate software tied to 1 machine, eventhough 99% of the time I request a new key, the manufacturer is understanding that I've switched.

2. Needing to activate software tied to 1 machine AND not having an online interface to quickly do it and automatically get my number (i.e. delays). I had one app a few months ago that I had to CALL to get a registration code for. When I called (during business hours... ugh) I had to wait because my registration information was in the "old" database and took them awhile to find. Finally they were able to give me a set of registration codes...

3. Software that requires a license "file" to be put somewhere on the device. I like carrying around all my licensing info in my eWallet. I really DON'T want to have to remember a ZIP file of "licenses" as well.

4. Activation doesn't bother me, aslong as the manufacturer has a front-end for their activation database that I can view, and update as needed (i.e. remove a device, etc...)

[Nurhisham Hussein]

I have had other pieces of software where the developer told me I had to buy a new licence when I switched.

Same here - I am NOT going to spend another $25-$30 (in my case) on a new license, no matter how good the software is if I can't take it to a new device. Once burned, twice shy.

[Paragon]

I am NOT going to spend another $25-$30 on a new license 9in my case), ...................Once burned, twice shy.

Once burned, twice shy, nine......................



4. Activation doesn't bother me, aslong as the manufacturer has a front-end for their activation database that I can view, and update as needed (i.e. remove a device, etc...)

I can live with device activation if the operation is easy and dependable. One of the worst customer service experiences I've ever had was with a nameless GPS software...begins with Co-, ends with Pilot. It was a very, very bad experience. I have run into similar problems with online activation processes with others as well, although the others were resolved with an email or phone call or two. Still frustrating though.

Just issue a key code and be done with the whole mess. ;)

Dave

[juni]

I actually like the ereader registration system for books: You enter your credit card number. It is a key not many would be willing to distribute :). Of course, I don't know how this could be implemented for software though.

[Nurhisham Hussein]

I am NOT going to spend another $25-$30 on a new license 9in my case), ...................Once burned, twice shy.

Once burned, twice shy, nine......................

Sorry, typo :oops:

[griph]

The BIGGEST problem I have with using shareware is not the registration process - it is the (IMVHO) short sighted and inconsistent approach that oh too many developers have towards pre-purchase use of the software.

What is the benefit or even the thought processes that make a developer go down the line of disabling chuncks of a programme, or allow it to run only 3 or 5 times, or put stupid delays into the functioning. Does anyone believe that these (and other) cobbling tactics help the buyer in evaluating the usefullness of a programme, or even make him more likely to actually purchase it?

For me - the only method of controlling the use but still promote purchase, is to allow the prospective buyer a reasonable time to use the FULL version of the programme. How else are we able to check that there aren't any odd behaviour problems with it before we buy it and have to rely on software support that isn't always wonderful. How can we satisfy ourselves that the programme works as advertised when we can't even try all the functions! Come on you developers - get with it, and start offering shareware in a way that we can use it properly before we decide to buy.

If the software is any good, it will be used, and if you have allowed 30 day full use pre-purchase before it locks itself - then you have at least allowed potential users to become so dependent upon the programme they WILL actually buy it.

Most cobbled software is usually deleted from my PPC pre purchase - because I cant be bothered to try to ascertain how good it might have been had it worked properly!

[drowe]

I actually like the ereader registration system for books: You enter your credit card number. It is a key not many would be willing to distribute :). Of course, I don't know how this could be implemented for software though.

I have some software like that. It is tied to a credit card I cancelled 2 years ago...... A real pain trying to remember what card was used to purchase it. The same for e-mail, it tends to change over time. But being male, my name is not going to change.

[griph]

But being male, my name is not going to change.

I dunno - you could become Sir Rowe or even Lord Rowe! ;-)

[Paragon]

I actually like the ereader registration system for books: You enter your credit card number. It is a key not many would be willing to distribute :). Of course, I don't know how this could be implemented for software though.

I have some software like that. It is tied to a credit card I cancelled 2 years ago...... A real pain trying to remember what card was used to purchase it. The same for e-mail, it tends to change over time. But being male, my name is not going to change.

eReader allows you to change any or all purchases from a previous card to be changed to a current one, making it very simple.

Dave

[Ilium Software]

I've abandoned products because they are too much of a pain to register. One in particular required that I enter a lengthy code into the device that they provided in email, which in turn provided another lengthy code on the device that I had to send back to the developer in another email, who in turn sent me another lengthy code associated with my device name that I had to enter into the program.

First and last time I installed THAT program.

As for tying a program to one device, devices get reset, renamed, and replaced way too often to tie a code to a specific device name. I think that when a developer does that they cross the fine line between protecting their profits, and placing the blame for piracy on the shoulders of honest customers. (I did a whole blog post on the subject of how just because a business decision seems good for the business, if it is bad for the customer it's bad for the business, in case anyone is interested! http://blog.iliumsoft.com/?p=37 )

No matter what you do, people are going to steal your stuff. I believe that if you just provide a great program, enough people will appreciate that and choose to pay for it, and that you will be successful.

Marc Tassin
Ilium Software
--------------------
[email protected]
+1 (734) 973-9388
---------------------
http://www.iliumsoft.com

And be sure check out our new blog! http://blog.iliumsoft.com/

[drowe]

But being male, my name is not going to change.

I dunno - you could become Sir Rowe or even Lord Rowe! ;-)

When that happens, I'll buy everyone here a pint!

[ctmagnus]

I haven't had too many issues with this. The biggest one I had is when I bought a license to NewsBreak when it was new, then I downloaded and installed it on my device a few days ago. The problem there is that the original version was the full version, ie, no registration needed, therefore no registration code was provided, and the version I installed a few days ago was a 30-day trial. I contacted the publisher (http://www.pocketpcthoughts.com/forums/viewtopic.php?p=411670#411670) (ahem ;) ) and have yet to hear anything, but they're generally pretty timely about such things.

[Ilium Software]

I contacted the publisher (http://www.pocketpcthoughts.com/forums/viewtopic.php?p=411670#411670) (ahem ;) ) and have yet to hear anything, but they're generally pretty timely about such things.

:) If you don't get an answer today email me directly ( [email protected] ) and I'll make sure it's taken care of.

And probably since your purchase, we implemented an automated system that generates an email with codes anytime anyone purchases from ANY reseller. That way everyone gets codes even if they don't need them right then.

Marc Tassin
Ilium Software
--------------------
[email protected]
+1 (734) 973-9388
---------------------
http://www.iliumsoft.com

And be sure check out our new blog! http://blog.iliumsoft.com/

[protochu]

No matter what you do, people are going to steal your stuff. I believe that if you just provide a great program, enough people will appreciate that and choose to pay for it, and that you will be successful.


I would have to agree with you. No matter what developers do, their programs seem to end up pirated anyways. Somebody could crack it, somebody might leak a key or a CAB, or any other number of possibilities. If developers make the registration process easy, then customers will be happy, and their product is going to be stolen anyways. If I were a developer, I would have the product key change according to the version of the program. That way, a leaked key would only work on that version (not much, but its a start)

Even the Internet registrations can be tricked. Somebody I'm sure has found a way to spoof a server, and send back the OKAY command, saying the key is good. What then? This complicated, frustrating process was just undermined and can be pirated. Now the problem is still out there, and the process is still difficult for users.

Well. Thats my 2-cents. :wink: