TA_E_EXPIRED return on activation

Hi, I have a user in Norway who is consistently getting a TA_E_EXPIRED error return on activation. I've tried two different codes and he's sent me a screen shot of his date/time settings. They look good to me. The odd thing is that my dashboard shows an activation on each of the codes. He claims he cannot run. I'm not sure why I would be getting the error and yet an activation appears to have taken place.

He's on a MAC and extending the trial via an extension code works fine.

Any help would be appreciated.

Are you using the latest version of TurboActivate (3.2.2)? If not, update to the latest version and try again. And if you're using TA 2.x, then you can't just replace the libTurboActivate.dylib file. That will mess things up. You actually have to recompile your app and use the latest header/integration file (e.g. TurboActivate.cs for C#, etc.).

Does that make sense?

If you're already using the latest TA in your app, then make sure the Timezone is correct as well. Then have them restart their computer.

I'm using v3.2.2.

He says that his time zone is correct. He's on GMT+2:00 Central European Time (CET).

Restart and attempt to activate again?

I still don't understand why the Dashboard states that an activation took place....while he'd definitely not activated.

Restart and attempt to activate again?

Yes.

I still don't understand why the Dashboard states that an activation took place....while he'd definitely not activated.

Because LimeLM assumes the customer's system date/time/timezone are all correct.

I haven't heard anything from the user about the restart. Would a manual activation make a difference? If the issue is date/time related does the manual activation have the same behavior? The reason I'm asking is because I haven't built in the manual activation and I'd like to avoid it if you don't think it will help.

No, offline activation won't make a difference.

If the user still gets this problem we'll have to schedule a time to do a remote debug of this issue (it shouldn't take more than an hour).

Okay, thanks. I'll give it the weekend to see if he responds about the restart before I reach out to him.

Well I guess Oct 19 until now was a really long weekend. The user finally got back to us and said he has successfully activated. Thanks again for the offer for assistance.

Great, I'm glad it all worked out. Any chance he said what the problem was?

Nope he just got back to us with a screenshot displaying the 'successful activation' panel.

I have a feeling he was selecting whitespace and/or newline characters when copying his activation code from the purchase email. At some point I started trimming the extra stuff before passing it in to the activation routine. I'm assuming he was updating the app when new versions became available through the built in software update.

Good point for developers.....don't trust your user's copy and paste techniques.

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