Cant contact server

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laned101
Posts: 16
Joined: Thu Aug 16, 2018 3:36 am

Cant contact server

Post by laned101 » Fri Feb 01, 2019 5:43 pm

Ive just installed 'PS Studio 2019' but its failing to launch correctly as its complaining about not being able to contact the activation server. Ive double checked no proxy settings, no firewall enabled and no odd host entries.

Running wireshark it looks like its trying to contact 31.214.119.58, then tries 52.26.108.183 but it fails constantly.

I tried uninstalling the intial installed version of 2019 (which was installed from an upgrade of 2018) but this of course behaves the same way. Any ideas on whats going on here?

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J. Reif
Posts: 187
Joined: Mon Jan 14, 2013 10:43 am

Re: Cant contact server

Post by J. Reif » Fri Feb 01, 2019 10:06 pm

Hello laned101,

Our server's IP address is [disregard, removed by moderator] , so I am not sure why the IPs you list would be contacted, however, please rest assured we are looking into this.
June Alane Reif
SAPIEN Technologies, Inc.

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Alexander Riedel
Posts: 7051
Joined: Tue May 29, 2007 4:43 pm

Re: Cant contact server

Post by Alexander Riedel » Sat Feb 02, 2019 5:20 am

To better understand what is happening here, could you tell us what your geographical location is? In other words, which country are you in?
Alexander Riedel
SAPIEN Technologies, Inc.

laned101
Posts: 16
Joined: Thu Aug 16, 2018 3:36 am

Re: Cant contact server

Post by laned101 » Sat Feb 02, 2019 6:40 am

Im not seeing any requests to that IP address, im currently in the UK.

laned101
Posts: 16
Joined: Thu Aug 16, 2018 3:36 am

Re: Cant contact server

Post by laned101 » Sat Feb 02, 2019 6:43 am

This looks to be the address its attempting to address
Image
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Alexander Riedel
Posts: 7051
Joined: Tue May 29, 2007 4:43 pm

Re: Cant contact server

Post by Alexander Riedel » Sat Feb 02, 2019 7:29 am

I am a bit concerned here, because the IP location for 31.214.119.58 that you originally specified is located in Kuwait.
The others are Amazon mirrors it seems, which would be normal. I'll look into it some more today.
Alexander Riedel
SAPIEN Technologies, Inc.

laned101
Posts: 16
Joined: Thu Aug 16, 2018 3:36 am

Re: Cant contact server

Post by laned101 » Sat Feb 02, 2019 10:59 am

Yes that concerned me to, it was the reason I uninstalled the upgraded version and downloaded the latest version from the site directly (incase the update was compromised).

laned101
Posts: 16
Joined: Thu Aug 16, 2018 3:36 am

Re: Cant contact server

Post by laned101 » Sat Feb 02, 2019 1:05 pm

Well can you let me know the ip or url its meant to be contacting please so I can check if that works or at least confirm its at least making an attempt to the correct place? Im starting to get frustrated with this software

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J. Reif
Posts: 187
Joined: Mon Jan 14, 2013 10:43 am

Re: Cant contact server

Post by J. Reif » Tue Feb 05, 2019 12:58 pm

Sorry for the delay in answering. The software is contacting https://www.sapien.com. I see from our logs that your software has been activated. Have you encountered any more issues with activation?
June Alane Reif
SAPIEN Technologies, Inc.