Activation issue capture one 12 Fuji / windows 10
I'm having issue for a week now trying to activate my software with my subscription key.
At launch when I'm trying to register it shows me an error message:
"unable to connect to server to lookup profile"
Diagnostics gives :
Check 01: Success
Check 02: BFEBFBFF000806E9 /
Check 03: 500267762
Check 04: Exception: The remote name could not be resolved: 'activation.phaseone.com'
Check 05: Exception: The remote name could not be resolved: 'activation.phaseone.com'
Check 06: success
Check 07: success
I've then tried to browse the url activation.phaseone.com using Chrome or Edge but I've got only the error page:
unreachable
Failed to resolve ip address for activation.phaseone.com
ERR_NAME_NOT_RESOLVED
It was in french so i've tried to translate it in english (hope you'd see which error page I mean)
When I'm trying to reach this site through my smartphone, tablet or wife's MacBook, all connected on the same WIFI at home it works as I can see Activation service is alive so I'm guessing the trouble is within my windows 10 configuration.
I've tried a few things found on internet to resolve the error ERR_NAME_NOT_RESOLVED but without any success for now.
I've reach support team but no help resolving the issue so far so I'm trying user experiences here.
Has anyone ever encountered the same issue ?
Hope someone could help me...
Best
Nico.
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Ok, this looks like a computer network issue. The first question is, do you have any other connectivity issues regarding the internet with your Windows 10 machine?
While waiting for your answer, a little background information.
Humans work with names like activation.phaseone.com, but computers work with numbers. To link a name to a number, like in a phone directory, the internet is using a name server (DNS for short). The linking is called resolving. The number is called an IP address.
Now back to your error message: your PC is not able to get a decent answer from your computer's DNS server to resolve the name activation.phaseone.com into an IP address. In this case, it is 152.115.47.14 but that does not matter (I resolved the name manually, a daily task for an IT administrator).
Meaning that if your DNS configuration in your PC is off, you would not be able to browse the internet or get mail. I do not expect that to be the case. So maybe a firewall program is preventing a specific program like Capture One from accessing the internet. Does that ring a bell?0 -
Thank you Paul for your time to answer.
I know a few windows computer stuff, so i should've said in my former message that no I absolutely don't have any other issue with my network and I've also already run a few things without success.
I've indeed first tried to browse to activation.phaseone.com without firewall and/or without antivirus : no success.
I've tried some stuff found on internet about forcing my dns through my network (TCP/iPv4) to 8.8.8.8 and 8.8.4.4 : no success.
I've run some command lines (ipconfig, netsh) to reset my network settings : no succes neither...
I'm sadly really stuck into this issue without any clue to where to look to get rid of it...
And seems that They don't offer me any other way to activate my recent key.
edit: after running a new set of instructions related to ipconfig and netsh in the console as admin and I've also rebooted my box (router) and eventually been able to reach the activation.phaseone.com server...
Though still don't know what caused my troubles...
I'm now gonna try to activate my key in Capture one 12 and 20 to verify it does now work.
Thanks again for your time Paul.0 -
Just to confirm, the activation process of my subscription key was now successful !!
I've also downloaded the v20, is there any special steps to install it over the capture one v12?
I couldn't find if it would overwrite the older version or if there was some uninstall/install process to follow?
Thanks one more time,
best
Nico0 -
Personally I would make a separate installation into its own folder. The download is complete - no update only files.
I have always done that rather than overwrite.
It means that if I wish to compare functional differences it is easily possible.
Also if I find any serious problems for what I want to do I can quickly revert to an earlier version.
Seems to work fine.
You can always uninstall the older version(s) later.
HTH.
Grant0 -
Thansk Grant.
My question was indeed more if it would overwrite the older itself or install in a new folder. (I'm new to CO)
Thanks to your reply it seems to install itself in a new folder, which now make sense as I can see a Capture One 12 folder for my current version.
And yes you right it's better to evaluate differences between them or revert in case of bugs.
Best regards0 -
Well I am glad I am not the only one with problems
Samer as the OP
Ping activation.phaseone.com - Ping request could not find host activation.phaseone.com. Please check the name and try again.
Set dns to 8.8.8.8 and 8.8.4.4 still the same problem
Ping 152.115.47.14 - Destination net unreachable
Even turned firewall off to no avail
Very frustrating and for me does not bode well to starting with Capture One ☹️
And software companies wonder why their software is available as pirated torrents, at least they work, RANT OVER 😊0 -
I am having the same problem. Is there a solution available because support has not responded to me yet and I have been messaging them since last night. I am ready to ask for a refund and try another alternative.
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Vaughn,
I have just logged in to my account on the C1 server without any problem. Have you tried that or are you going through the prompt when you start C1?
If their server is up and running (which is usually is) and it is accessible (which for me it is) I'm not sure what the Support Team could do that would help you.
You may need to find some relevant information in a log file somewhere - perhaps an operating system level even of some type - that gives an indication of details of the problem.
When you wrote "messaging" what sort of message were you referring to?
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I am trying to activate my subscription. I subscribed yesterday evening. I messaged support for assistance. I will attach screenshots of my issue. I have tried every solution I could find on YouTube and Google. I cannot access activation.phaseone.com in my browser either. I can see the page when I use my phone. I just tried to use my phone as a hotspot but that didn't work either.
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Even the link provided in email gives me an error.
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Are you by any chance running Avast anti-virus?
Some people were reporting similar access problems a few weeks ago that turned out to be a blacklist error problem connected to their AV software. In that case it was Avast but it's the sort of problem that might recurring other AV products.
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This instructions didn't work...
TRY THIS:
- Open hosts file in: C:\Windows\System32\drivers\etc
- With some notepad and if you have "activation.phaseone.com", just delete this file.
- Now open capture and it should see your profile now1 -
Tank you Michal Siemczyk for the idea, this helped me. The only thing I want to mention is that the best way is to first open the Notepad application by right clicking and selecting [Run as administrator], then File - Open ... - C:\Windows\System32\drivers\etc - All filles (*.*) and then make all the necessary changes. Otherwise you'll get the message that changes cant be saved because you don't have the administrator rights.
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