Activation problems
I have purchased an update from 4 to 5 but when I try to activate 5 having entered my update key I am told "You do not have sufficient rights to access the license file". I have tried uninstalling 4 and re-trying without success. I have de-activated 4 so that theoretically I have 2 re-activations available and the website confirms this. I have tried to contact support but don't seem to be able to create a support case from any part of the website. Can anybody help please?
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NN99972UL,
Here is how you can create a support case;
http://xchange.phaseone.com/content/sup ... nguageid=1
Once you have a case going we can sort out the issue that way.0 -
Drew,
Your reply wasn't helpful since I am still unable to create a support case having followed the instructions in your link. After I have logged in I find my purchase to update 4 to 5 is confirmed in Product and Order History but under License Management only Capture One 4 shows. I notice in activation history that on Dec 17 I activated 4 on a third computer. This is a new computer which has replaced an old computer on which the software was installed. The old computer failed unexpectedly with main board problems so I did not deactivate 4 from this inoperable computer before I installed it on my new computer.
I have followed your instructions to create a support case but I find on the Create Support Case page that all of the three "click here"'s above the main form tell me the web page is inaccessible.
When I enter information in the slots for "Software" etc and click Next it merely returns to the original page.
This is getting very frustrating, why cannot you just give me an email address so I can contact youi directly for help. I am running win 7 and have shut down Norton Internet Security 2010 but still am unable to create a support case.0 -
*Moved from new post. Please try to keep the forum organized. New posts for the same issue are not necessary.
In an earlier post I highlighted the difficulties I am having creatring a support case. Drew gave me a link to follow to do this but it fails to work as explained in my reply to Drew on this forum. I have had no success in getting a reply to my post since I replied yesterday so here I am explaining again the issue in a new post for which I hope to get a reply.
When I try to activate my update from 4 to 5 I get the message "You do not have sufficient rights to access the license file". When I fill in the form to raise a support case and press "Next" it returns to the form page instead of proceeding to the details page.
I suspect that I have been "locked out" because I activated 4 on 3 computers according to my account. This happened because my original computer failed and I bought a new one on which I installed 4. I wasn't able to de-activate the software on my old computer since it had been destroyed.
I seem to be in a cleft stick needing help to solve the problem but am told to raise a support case but cannot do this since the suggested procedure does not work. So here I am shouting in the dark for help. The web site suggests replies are made within 24hrs but this doesn't appear to be happening here.0 -
When you're on the Create Support Case page, do the drop down lists of Operating System, Software, Camera Body and Subject before you click Next.
Neglect the 'click here' links on the top of the page.0 -
NN99972UL,
A support case as been started for you. You should receive an email shortly. Please respond to the case and we will get you sorted out.0
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