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Update to 16.2 fails with "license code is not valid" message

Tak Fujiwara

I run C1-23 ver. 16.1.2.44 flawlessly.   I found, today, that there is an update.  Downloaded 16.2 and installed, with successful authentication.

The very nest screen was for activation, so, I punched my key, which was used for 16.1.2.  But, I got the response of "This license code is not valid for this version".

The key (license) should be valid for all sub versions of 16.x as it was promised when I purchased.  How can I resolve this situation?

2

Comments

8 comments

Date Votes
  • FirstName LastName

    Same happens to me.

    1
  • Shane

    Same problem for me. I have been locked out of the software all evening.

    1
  • Shane

    What an absolute mess.. I have lost a lot of time trying to fix this. The worst part is that after being prompted to upgrade, and going through with it, my catalog was upgraded, and is no longer readable by my previous version of the software (which I discovered I had to revert to).

    I have also had to revert to my most recent backup, and have lost many hours of edits from a previous shoot.

    2
  • Tak Fujiwara

    >SFA

    Where is the "Request Support" entry?  I  cannot find the link on the C1 webpage (https://support.captureone.com/hc/en-us).

    0
  • Shane
    • Edited

    Hi @Tak Fujiwara   

    I suspect that SFA is referring to this article from earlier this evening. Looks like this update is part of the new licencing model, and has just been handled badly in terms of those that are not entitled to the latest upgrade. In my case, apparently I was not entitled to it (on a perpetual licence). Unfortunately I was unaware of this, and after the software prompted me, I installed the upgrade. During the process the installer "upgraded" my catalog, and is now unusable for the older version of CaptureOne that I am allowed to use.... hopefully you have a recent backup of your catalog.

    My understanding when purchasing was that I would be entitled to all version 16.x/23 updates.

     

    0
  • Tak Fujiwara

    OK,

    C1 management calls 16.2 as a major "UGRADE" like C1-24.  I, too,  thought 16.x are minor "update" when purchased.   I will be very careful next time.

     

    1
  • Petr Vones
    • Edited

    I have also had to revert to my most recent backup, and have lost many hours of edits from a previous shoot

    I believe it has created backup of the old catalog before the update. It is in the same folder with .backup extension.

    But this is complete design failure if it prompts for the new version first, then upgrades the catalog and later finds the upgrade wasn't entitled.

    2
  • BeO
    Top Commenter

    SFA wrote:

    If it turns out that the new license model does indeed prevent users from getting their software error repaired then I think C1 will need to move quickly to fix the release even if that means finding a "smart" way to disable new functionality. If that should already be possible maybe there is simply a need to point to the relevant document that describes how to do it.

    They just don't provide bug fixes (service releases) after a new functionality release has been, well, released, at least that's what they told/written to us. It doesn't matter for them if you live in the EU or not, where they have to provide you with a software patch even two years after you purchased so you have at least a working software version (even though not free of bugs), at least there is no announcement telling us they do.

    1

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