Cannot deactivate - need some advice

Hi There,Second issue in a day - which is odd, as normally I don't have any!

I've got a user in Alaska who is on a satellite broadband connection. I don't know if this is relevant, but I think it may be.

The situation is that he has activated a free license, and has now purchased a full license. In order to activate his full license, he needs to deactivate the free license. For some reason, the license deactivation is not working - it reports a connection problem. He has turned off his firewall, and also tried over a cell phone data tether. No cigar.

I'm at a bit of a loss as to what to do. We desperately need to deactivate his license, so that he can use the full paid version, but there doesn't seem to be a way to do it. He did manage to activate the original license - is this proof positive that there has been a working connection in the past, or would the turboactivate exe have ignored a missing connection and activated anyway? (actually - scratch that - I can see that he has an active key in the dashboard).

So - please - any suggestions? What can I advise him to try, and is there a way I can get this key off his machine, so that at least I could give him a trial extension or something to keep him going for the time being.

thanks,Matt

For some reason, the license deactivation is not working - it reports a connection problem. He has turned off his firewall, and also tried over a cell phone data tether. No cigar.

The easiest way to debug this problem is to have the user type "wyday.com" in Internet Explorer. My guess is he is blocking our site (either in his router or somewhere on his computer).

So - please - any suggestions? What can I advise him to try, and is there a way I can get this key off his machine, so that at least I could give him a trial extension or something to keep him going for the time being.

There's the "DeactivationRequestToFile" function which deactivates without an internet connection.

Hi Sam,My user can see your website with no problems, but still cannot deactivate.

Do you have standalone tool that can deactivate a license? It's not practical for me to release an update to my software right now with changes to my deactivate code.

I'm fairly sure that his satellite connection must have something to do with the problem.

Are there any other diagnostic tests that I can perform?

If I can't get this guy up and running soon, I will have to refund him.

thanks,Matt

Hi,

Further question:

I could add the DeactivationRequestToFile() call in the case where the Deactivate has failed, and get a new release out for this guy. When I try this on my test machine without an internet connection, this works as it should - I think I will keep it simple and get the user to save the file somewhere and send it to me (is that OK?).

I found after deactivating offline, when I restarted the TurboActivate.exe I am only getting the "Activate online" option - I am not getting other options, so I cannot do an offline activation. This is on W8. I then tried standard online activation/deactivation with a different key, but still only get the online option to activate.Do you know why I am not getting an offline activation option?

thanks,Matt

I found after deactivating offline, when I restarted the TurboActivate.exe I am only getting the "Activate online" option - I am not getting other options, so I cannot do an offline activation. This is on W8. I then tried standard online activation/deactivation with a different key, but still only get the online option to activate.Do you know why I am not getting an offline activation option?

Scratch that question - the initial UI is different (W8 thing?) but if I attempt an online activation (when offline) I do get taken to an offline activation option.

thanks,Matt

Do you have standalone tool that can deactivate a license? It's not practical for me to release an update to my software right now with changes to my deactivate code.

No. You could make a tool that calls that function, though. A simple console app would be enough.

I'm fairly sure that his satellite connection must have something to do with the problem.

Yes, that's what it sounds like. It sounds like it's allowing plain old HTML through just fine, but when XML is sent/received then the satellite garbles the response.

Are there any other diagnostic tests that I can perform?

Yes, use WireShark to see the response from TurboActivate.

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