Customer has to activate on every start.

[mjtnet]

I have a customer who keeps having to activate. His activation key is remembered but every time he starts the software he is asked to activate. He pressed activate online now and all is fine, until the next time he starts and is asked to do the same thing again. The key is saved - he doesn't have to enter it, but does have to activate each time. Any ideas?

[Wyatt]

This could be a few things. This might be an over agressive anti-virus program deleting files it doesn't understand. Or it might be some other 3rd party program "restoring" or "resetting" his computer.

I have a few questions:

1. What anti-virus and/or anti-malware programs is the customer running?
2. Does this problem happen if the customer starts your program, activates, closes your program, and then re-opens your program without first restarting the computer. That is, does your program still work within one "session" of the computer.
3. What version of TurboActivate are you using? (TA 3.2 is the latest version, as of the time I'm writing this).
4. What version of Windows are they running (e.g. Windows 7 x64)?
5. Are you activating from API or are you using our TurboActivate wizard?

[mjtnet]

Ok, thanks for the response. I will update and send him latest TA files, and also send him those questions.

[mjtnet]

The new version of TA made no difference. He still was asked to activate again on boot.

Answers to the questions:

>What anti-virus and/or anti-malware programs is the customer running?

Microsoft Security Essentials (MSE).

>Does your program still work within one "session" of the computer.

Yes.

>What version of TurboActivate are you using?

TA3.2

>What version of Windows are they running (e.g. Windows 7 x64)?

Windows 7 Ultimate x64

[Wyatt]

Can we schedule a time to remotely debug this problem for the user? You can email me at wyatt@wyday.com and we can arrange a time.

[mjtnet]

Well, yesterday I asked him to uninstall, gave him a new activation code and asked him to reinstall and activate with the new code. So far (after one reboot) all is fine. So waiting to see how things are today when he starts up again. Will keep you posted.