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(for Sony) License no longer recognized - fallback to Express

Bernd Franke

I used my "Capture One (for Sony) 20 (perpetual license) " for some months now.

This morning C1 started in a quite reduced feature set and the Help About says it is the "Capture One 20 Express". Yet the license key is still the valid one for the perpetual licence.

It will no let me deactivate/reactivate the license as it "could not find the software on the server"

 

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4 comments

Date Votes
  • SFA

    Bernd,

    C1 will, when possible, connect to the licensing server when it starts up to verify that the activation is valid for the machine you are using. If it cannot validate for some reason and has not been able to validate for and extended period of time, it probably gets upset. Whether that then results in the Express version being available, as in your case, I cannot confirm as I have only the full Pro system so that would not be an option for me.

    I would suggest that you log in to your account on the Capture One Support system and check the details available. Also check that your system can see the server through the options in the C1 menu.

     

    If the answer is YES to seeing the server (whether or not it can find the "software" activation) then you have started some good diagnosis.

     

    I have just this moment logged in and checked that the Activation Management process is operational.

     

    In the last few hour I have installed V13.1.2 and activated it.

    The activation history (viewed using the Help > Licence      window) took a few seconds to populate initially but is working correctly.

    One thing to check with such a random problem is whether something about an Anti-Virus application may have changed and resulted in blocking access to some sites. Maybe the C1 web site in this case?

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  • Bernd Franke

    Accessing captureone.com with a browser is working perfectly,
    but from within C1 the "Shop ..." and "Resource Hub" will not open a window.

    In the license window the Activation Protocol remains empty.

    I do no have any internet anti-virus app installed and I deactivated the firewall.

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  • SFA

    Strange.

    Have you tried re-installing?

    If for some inexplicable reason some apart of the setup file instance has an error it may prevent things loading as expected and re-installing as a repair might be expected to fix such a problem.

    If that idea does not appeal you you try closing C1 and rebooting the PC a couple of times to persuade Windows to perform some internal housekeeping and  then open C1 again to see if the problem still exists.

     

    If neither of those suggestions work you may want to create a Support Case using the "Submit a request" option on most Support Pages (top line) to see what the Support Team have to say. They may be able to spot something from the Log files.

     

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  • Bernd Franke

    I did indeed reinstall it a couple of times, reboot, even install the previous version (12): always the same/similar behaviour.
    I would suspect that C1 is not able to communicate with the license server.

    Installing it on a second notebook (same WLAN, same Windows login, same most current Windows build):
    activation possible without any problems, everything fine.

    I will now open a Support Case Request. 

    Thanks a lot for your advice so far!

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