Your license cannot be validated by the server
I have a permanent C1 20 licence (Macbook Pro) and out of nothing when trying to open C1 I get the message that the licence can't be verified by the server (quit or deactivate). I don't understand why.
I tried to submit a support case but the button SUBMIT is dead - it cannot be sent.
really weird
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I have exactly the same problem on my iMac that runs under Mac OS Catalina 10.15.7
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I too see this -- I was happily rolling alone, accidentally hit cmd-q (oh well) and went it reopened I got the same error.
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So - no solution ? Support does not work because you cannot submit a request ... Really nice ... (for all the money already spent)
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As an experiment I tried turning off Wifi and removing Ethernet -- Capture One started up just fine, but when I reconnected to the network I received this error again.
I'm wondering if, like me, the recipients of this error have pre-ordered the next version of Capture One? IOW, when they issued a new serial number for the upcoming release, did they screw up the license server? It's bad to speculate, but...
This is a tool used for professional work, how we make a living -- being offline for two days is completely unacceptable. There should NEVER be a reason I cannot use a tool I bought under perpetual license.
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I was able to submit a support request just now, #62654 if you want to reference it.
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@Michael Yacavone
You mention pre-ordering V21.
If that is what you have done you should have received a new activation key and instructions about what to do next.
Basically you need to de-activate V20 and then reactivate it with the new key.. The V21 key will activate V20 and previous versions.
There are numerous threads about it already.
This article provides the information required IF you have pre-order V21.
https://support.captureone.com/hc/en-us/articles/360014599438-Capture-One-21-FAQ
Specifically ...
Quote:
The most important thing to note is that even if you're a Capture One 20 license holder, when you purchase a pre-order/upgrade, your existing Capture One 20 key will be replaced - this is so that you are able to use it with Capture One 21 when it is released, and also with any older version of Capture One.
That's it. That should be all you need to do.
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It may also be worth noting, in the context of a the Pre-paid V21 update, that there are specific posts covering this process PINNED at the top of both the Mac and the Windows streams of the this Forum.
So for anyone else stumbling across this thread a review of the article in the above post and perhaps the pinned threads in the Mac and Windows forums will more quickly resolve your question.
I hope that helps.
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Thank you for posting this very helpful info!
I will go do this, and I expect it will work, but good lord what a weird engineering decision. Why would anyone expect a new license key be required for an existing purchase/license key? I would expect that when I get v21 I will use the new license key, and use the old one -- on the old software! -- until then.
I guess the other angle here is that I pre-ordered v21 on Oct 21, and this error started Nov 6 -- had the error happened the same day or next day it would have been more obvious.
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This seems to be a punishment for pre-ordering C21 ... The solution is (in the end): to deactivate the licence for C20 and to paste there the license for C21. Really weird that nobody told us about that ...
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Deactivating the old v20 code and then activating with the v21 code works.
The purchase email with the new license code does not reference this process. I do not find it reasonable to expect us to look for pinned messages for work-stopping errors.
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Michael Yacavone:
"but good lord what a weird engineering decision. Why would anyone expect a new license key be required for an existing purchase/license key? I would expect that when I get v21 I will use the new license key, and use the old one -- on the old software! -- until then.
I guess the other angle here is that I pre-ordered v21 on Oct 21, and this error started Nov 6 -- had the error happened the same day or next day it would have been more obvious"
Yes, this is absolutely weird and crazy !! How could someone create such an idea at all? There are two products - why purchasing a new one (that does not exist at all yet) would erase using the current one ?
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Hmm, strange.
I don't know what mails you get. After I orded I got a mail/receipt with the new License Key and below the Key was a link in blue color (some difficult to read) "Click here to get started with your Capture One" where are written all the steps how to do. I think this had to be written more clear.
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Reviewing that email just now, yes, that link is there. For me, I didn't need to Get Started, as this was a pre-order, and I had been using the software for three years. So I glossed right over it, my bad.
However, since this turned out to be a required action on my part, I would have written something like:
"PLEASE NOTE: This license key REPLACES your existing v20 license key. You must deactivate your current v20 copy and re-activate it with this new license key. This same new key is required for both v20 and the upcoming v21. Click here for a detailed FAQ."
I mean, I'm busy. I pre-ordered the software (without even a feature list lol), and I flagged the email with the new key, and you'll email me when the new version is out, and I'll pay attention again then. Never in a million years would I have thought a pre-order would require any action on the current version.
Hopefully after they get v21 out the door they can take a look at the backend infrastructure and think through if this is really the optimal process for the next round.
I love Capture One and the quality of the team and the product is best in class. I've posted so much about this today because this is extremely not typical for them!
2020 I suppose, getting us all, one way or another.
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