License key no longer works when I reinstall Primal XML

Use this forum to ask about non-product related topics (login issues, product registrations, web site questions, etc.) No technical support questions, please.
Forum rules
Do not post any licensing information in this forum.
Only the original author and our tech personnel can reply to a topic that is created in this forum. If you find a topic that relates to an issue you are having, please create a new topic and reference the other in your post.
User avatar
klawson
Posts: 9
Joined: Sun Mar 03, 2013 12:42 pm

License key no longer works when I reinstall Primal XML

Post by klawson » Thu Aug 14, 2014 11:27 am

I received a new PC (Windows 8.1) this week at work and after reinstalling Primal XML 2014 and PowerShell Studio 2014 my license key no longer works. I get an error that states "Your subscription could not be verified online. Please check that you entered the number correctly. Well I copied and pasted the number from my receipt and that has always worked before. And my account information is that same as I used to logon with today. What is the problem?
Thanks,
KL

User avatar
davidc
Posts: 5913
Joined: Thu Aug 18, 2011 4:56 am

Re: License key no longer works when I reinstall Primal XML

Post by davidc » Thu Aug 14, 2014 2:04 pm

This is probably caused by a known issue with permissions. Please run the application with elevation before unlocking the software and let us know if it resolves the issue.

Note: The next service build will address this issue.

David
David
SAPIEN Technologies, Inc.

User avatar
klawson
Posts: 9
Joined: Sun Mar 03, 2013 12:42 pm

Re: License key no longer works when I reinstall Primal XML

Post by klawson » Thu Aug 14, 2014 4:17 pm

I tried starting both Primal XML and PowerShell Studio with elevated (administrator) permissions and no luck. Same error. It did not work.

User avatar
Alexander Riedel
Posts: 7023
Joined: Tue May 29, 2007 4:43 pm

Re: License key no longer works when I reinstall Primal XML

Post by Alexander Riedel » Thu Aug 14, 2014 11:26 pm

Looking at your account I seen no problem with the subscription.
Can you please take a screenshot of the dialog before you hit "activate" and send that to support@sapien.com?

Please also include a screenshot of the error message you see.

*** PLEASE DO NOT POST ACCOUNT INFORMATION IN THIS FORUM ***
Alexander Riedel
SAPIEN Technologies, Inc.

User avatar
klawson
Posts: 9
Joined: Sun Mar 03, 2013 12:42 pm

Re: License key no longer works when I reinstall Primal XML

Post by klawson » Fri Aug 15, 2014 10:35 am

Screenshot is on the way.
Thanks,
KL

User avatar
davidc
Posts: 5913
Joined: Thu Aug 18, 2011 4:56 am

Re: License key no longer works when I reinstall Primal XML

Post by davidc » Fri Aug 15, 2014 11:48 am

You must use your subscription number to unlock the software.

Please refer to the following Activation guide for more details:

http://www.sapien.com/blog/2014/05/28/q ... ctivation/

David
David
SAPIEN Technologies, Inc.