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Activation problems

pvonk
I just bought the upgrade (first time I went through the process) from CO11 Pro to CO12 Pro through PhaseOne website (the order was handled by FastSpring).

Invoked CO12 and choose to activate. For Online Activation, I enter the License code and email then click Get Profile. The profile password window opens and I enter my pw. Success - my name is correctly entered in the fields. When I click Activate, I get the error message "Could not activate because of an unknown error". Have retried several times in the past two hours. Same result. I had turned off my Little Snitch firewall, so there is no blockage.

Now I try Manual Activation. I go to the "Offline Activation of Capture One" webpage and enter the Registration Key. I click the "Generate Activation Key" button but then get an error page saying

"Server Error
Sorry but the server has encountered internal error while doing the last operation.
Please try again later.
If you will still see this page, please let us know."

I've tried several times again, over the past hour, same result.

Now - here's the kicker: "please let us know", oh yeah? How? I've looked over the site for an email link to support, there is none that I can find. The only options in support is to go through countless pages of trying other things. There's even a page that lists possible errors that I might get doing online activation, but mine is not listed.

I'm now stuck with no way to proceed and no way to contact PhaseOne.

Also, in my profile page, The "FastSpring order history" lists my new order and the regular "order history" lists my CO11 purchase. So PhaseOne is aware of my new purchase.

Any suggestions???
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Comments

14 comments

Date Votes
  • Perttis
    I have exactly same problem.
    I have raised ticket at phaseone suppport portal but no response.
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  • Joe DiLecce
    I have the same problem. I have tried turning off the computer and restarting, redownloading the software and still i have the same error message. I tried reloading Capture one 11 and was told that the key had been disabled. Now I have no access to Capture one. I am pretty ticked
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  • Sergei Ashmarin
    Same here. Just upgraded to Capture One 12 Pro. Online activation does not work, returns "Unknown error". Tried offline activation but it says that licence code is invalid ☹️
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  • pvonk
    Good to see others experiencing this (well, you know what I mean). I’m assuming this is the type of problem IT will address, instead of this being a problem at my end.
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  • pvonk
    Good to see others experiencing this (well, you know what I mean). I’m assuming this is the type of problem IT will address, instead of this being a problem at my end.
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  • NN636042179801034766UL
    I also have this problem
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  • Karel De Backer
    Go to the login page, log in
    Go to support case
    Report your problem,....
    Reply will follow
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  • Peter Olschewski
    same here but on windows machine
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  • pvonk
    The problem seems fixed! After spending the evening in front of the TV, bedtime now, I made one last try doing a manual activation - finally worked.
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  • Sergei Ashmarin
    Finally. Online activation is also fixed 😊
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  • Permanently deleted user
    i'm having the same issue,invalide license.if there not resolving this soon I would like to stay with photoshop.
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  • Anthony Worsdell
    Same problem for me, but in Windows. It's an expensive upgrade and I expect better.
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  • Paul Steunebrink
    Most likely there was temporarily to much traffic to the activation server after the CO12 release.
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  • Anthony Worsdell
    Mine is working OK now
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