Problems with licencing after reinstall
Hi,
I"ve created already a support request on this issue last saturday but since I got no return until today I thought that perhaps someone of the Community may have faced a similar issue and found a solution. Here we go:
After a crash of C1Pro V. 13.1.3 for unknown reasons the program started at the next attempt with a totally changed UI.
Up to now I've worked with C1Pro exclusively in Sessions and that start-up screen looked to me totally unfamiliar; it seemed to be catalogue-centric.
For this reason I thought it might be a good idea to simply uninstall the App and re-install it to get back to my familar UI.
However, after the re-installation the input of the licencing doesn't succeed,, giving an information that "Something unexpected happened. Please contact support" - (Which I did).
Ideas of how I could get C1 back to work? Comunication is likely not the problem since the computer is online and the Internet connection is active.
I bought the licence Feb/2020 when I still lived in Brazil and this year I've moved to Germany. Could this cause the problem?
In the meantime I deactived via "Manage licence" the licences of both my laptops (an old one for travelling and my main working laptop) returning to 3 available activations - in theory.
No changes though concerning acitvation / licencing of the main laptop; the screen continues to show the "Something unexpected..." message.
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No idea. Here are the expected happenings: https://support.captureone.com/hc/de/articles/360014173137-Why-can-t-I-activate-Capture-One-
You deactivated both laptops, could you at least reactive the license on your travel laptop?
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Well, from the moment on I noticed the issue on my main laptop I've kept the travel laptop strictly offline so it could not receive any data update concerning the licence reset and thus operates C1Pro normally, including with the UI I'm familiar too. I'd suppose from the moment on I go online it gets the deactivation information and C1 will also stop working on that machine. I'm not very keen on going to the hazzle of the re-activation on that comp until the issue on the main isn't solved. However I'm also not very keen on keeping the travel laptop for a longer time offline because of other updates which don't happen in this time.
I'll have a look in the mentioned article and see if it holds a solution.
In any case thanks very much for the feedback.
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After going through the article I've noticed that it doesn't mention the issue I'm facing with is the said message right below the licence code field which appears after entering the code.
Is it possible that the licence code checking routine isn't able to connect to captureone's server? This would bare the question if this is an issue on my side of the connection or if the server possibly has been moved or name-changed in relation to what is coded in in the checking routine - which appears more likely to me at this stage. But what can be done to solve this?
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However I'm also not very keen on keeping the travel laptop for a longer time offline because of other updates which don't happen in this time.
No internet - no updates needed :-)
On a more serious note, I see your log file in my email inbox. You are using the same C1 version as I do. The registration failed "License initialization failed (False, True)", I would think C1 developers should have more insight what this means.
Meanwhile your are waiting, maybe some housekeeping / maintenance of Windows can help.
Good luck.
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Well, when I put the log files there I was thinking I'd adding them to the support case :-)
Even wondering why there wasn't an attach button for uploading that TXT file. And since even the extract of the file was huge it took several posts to get it in. Shortly after I noticed the error and deleted the posts and then uploaded the log file at the right place in the support case.
And what I've noticed while discussing the problem on another forum and having a look at the log file that it contains the inicial problem of the UI which made me re-install C1 which then caused the problems with the licencing.
What I also attempted in the meantime is correcting some data my user profile. However it seems that the country info can't be changed. Could you check in your data if you get access to that field so you could edit it if necessary?
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I cannot change my country either, maybe C1 just don't like people moving to another country :-)
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You can ask them to change your country via email...
From the privacy policy:
12. Amendment of data
If you want us to update, amend or delete the personal data that we have recorded about you, wish to get access to the data being processed about you, or if you have any questions concerning the above guidelines, you may contact us at legal@captureone.com. You can update and amend your own personal data by logging into your account and changing your information.
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Many thanks for that one. Dropped them a mail. We'll see.
Saw the amendment. Perhaps a correct user profile will be all necessary to get things back to work normally. The UI issue got almost secondary.
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Well, if someone from C1 is reading here I'd be very glad if I could get some notice what I could do / add to have a support case attended? One created 17 days ago, a second one 10 days ago. A delay due to the mentioned large number of requests is understandable - but how much of a delay I have to count with?
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News: At least the "Country" in the user profile can be changed now as I noticed today.
However, the update of my user profile data, including the country, did not solve my licencing issue.
Things get even worse because I thought it might be a good idea to take a BF offer on V21Pro with free upgrade to V22 when it gets released. But the activation process with the new licence code runs into the same issue of an "invalid licence code" message.
I opened already another support case with C1 but I'd be glad to hear also your ideas of how to solve the issue.
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is there any news about this? I get the same error... :(
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Hi Stefan,
I've gone through several weeks of frequent contacts with the support team which at first didn't solve the issue.
Finally a re-installation of Windows from a previously created system backup (which preserved my data) in combination with a de-activation of the NVIDIA card got me back to work. The computer is now running an Intel graphic software and this seems to have conflicts with the originally installed NVIDIA. Possibly something wrong with the driver (most recent one but also previous version) and my Windows 10 because every attempt to substitute the Intel by the NVIDIA is almost certain a crash. Once forgetting about the NVIDIA everything returned to run smooth again, including the licencing process. Concerning V22 I have to admit that I didn't adventure for now to move finally to it. Still running V20 and keeping fingers crossed.
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