Hi,We have a customer that cannot activate our product on his machines.The customer works at a school and it's likely that there are IT imposed restrictions at work there.
This is the logs from his last attempt:PDets from path Path [C:/Program Files (x86)/RockSim 9/Program/TurboActivate.dat] Result: 0 (X0), TA_OK - OK
Is genuine ex Days Between Checks=90, Grace Days=14 Result: 1 (X1), TA_FAIL - FAIL
Use trial TA_SYSTEM Result: 0 (X0), TA_OK - OK
Trial days remaining days remaining = 0 Result: 0 (X0), TA_OK - OK
Check and save key TA_SYSTEM, KEY [xxxx-xxxx-xxxx-xxxx-xxxx-xxxx-xxxx] Result: 1 (X1), TA_FAIL - FAIL
Cont: 0 Act: 0, InetWarn: 0, Err: 1, : Operation failure. Trial: 0, Days: 0, Err: none TLimited: 0, Date: none The problem appears to be that the call to CheckAndSavePKey returns TA_FAIL every time.
Our sales team and I have verified the correct product key was entered.
From docs: Returns: TA_OK on success. Handle all other return codes as failures.
Possible return codes: TA_OK, TA_FAIL, TA_E_PDETS, TA_E_PERMISSION, TA_E_INVALID_FLAGS
Does anyone have any idea what's gone wrong here ?Thanks,Paul
1. What version of TurboActivate are you using?
2. Are you sure the customer is entering the product key correctly? Maybe they're copy-pasting from an email and additional "hidden characters" are included (and thus TurboActivate correctly rejects the key).
3. Is the customer activated already on the machine?
4. Does the customer have proper permissions on the machine (try TA_USER instead of TA_SYSTEM)? Some IT administrators improperly lock-down machines.
1. What version of TurboActivate are you using?
v3.4.4 (November 6, 2013)
2. Are you sure the customer is entering the product key correctly? Maybe they're copy-pasting from an email and additional "hidden characters" are included (and thus TurboActivate correctly rejects the key).
The product key was printed in our log file. I posted xxxx-xxxx to obscure it.
3. Is the customer activated already on the machine?
No this is a new customer.
4. Does the customer have proper permissions on the machine (try TA_USER instead of TA_SYSTEM)? Some IT administrators improperly lock-down machines.
I'm not sure.
Our code first tries TA_SYSTEM.If that fails with TA_E_PERMISSION, then the code tries TA_USER.
The product key was printed in our log file. I posted xxxx-xxxx to obscure it.
Right, but it could still be a problem. Have them try to type it instead of copy-pasting.
I'm not sure.
Our code first tries TA_SYSTEM.If that fails with TA_E_PERMISSION, then the code tries TA_USER.
Under some cases, when a computer is severely screwed up, CheckAndSavePKey() will return TA_FAIL when it can't save the appropriate files to the disk.
Have the customer run your app as an administrator. Does that fix it? Also, try using TA_USER.
We are still seeing this problem at some customer sites.(Mostly schools using the software on classroom computers)
I have changed our activation code to use TA SYSTEM first on check and save pkey.If that fails the code used TA USER.This has not fixed the problem.
I received one addition piece of information today:The software was running fine on the student machines for 3-4 months and then it appears to be unregistered.This sounds like it may be related to the 90 day Is Genuine grace period running out.
I am still attempting to gather more information.It's been a bit of a problem getting accurate info from the school's IT folks.
First, make sure you're using the latest TurboActivate (currently 3.4.6). For customers who "become deactivated", either the computer is changing or the IT person is cloning the harddrive to another computer.
One more message from the customer:Paul,
The 15 computers that had Rock Sim (9.3.0 f180) installed all had access to the internet every day. Only 1 of the 15 decided to give me this error code 1. After uninstalling and installing the new build (183) the issue is still present on this one computer. Any ideas how to resolve this?
I will rebuild our product using 3.4.6
I have rebuilt or product using 3.4.6 of turbo float.The school still has one machine that returns error code 1 when the customer enters the product key.This error is being returned from check and save key.
The school still has one computer that says it cannot connect to the server.
Do you have any other suggestions on resolving this issue ?Thanks,Paul
I'm still going to need a whole lot more information:
1. Are you using TA_SYSTEM?2. Are you running your app as an admin (so that TA_SYSTEM will actually work)?3. Are they entering their product key correctly? (Remotely log into their system to see if they're entering it correctly into your app and in the correct place).
The school still has one computer that says it cannot connect to the server.
If that part of the same problem or a different problem? What function is failing? What is the exact error code? And are you using TurboActivate or TurboFloat?
One of our customers sent his laptop to the vendors store:He said RockSim suddenly stopped working a couple weeks ago.
Tech support deactivated the product and attempted to activate again.They are logged in as an administrator.The key was entered by the same tech support user that created it.
These are the logs:PDets from path Path [C:/Program Files (x86)/RockSim 9/Program/TurboActivate.dat] Result: 0 (X0), TA_OK - OK Is genuine ex Days Between Checks=90, Grace Days=14 Result: 1 (X1), TA_FAIL - FAIL
Use trial TA_SYSTEM Result: 0 (X0), TA_OK - OK
Trial days remaining days remaining = 0 Result: 0 (X0), TA_OK - OK
Check and save key TA_SYSTEM, KEY [S5AU-CVR6-6GSI-PCK3-5AWD-JM3E-GETA] Result: 1 (X1), TA_FAIL - FAIL
Check and save key TA_USER KEY [S5AU-CVR6-6GSI-PCK3-5AWD-JM3E-GETA]Result: 1 (X1), TA_FAIL - FAIL %3
Testing license validation
Is genuine ex Days Between Checks=90, Grace Days=14 Result: 1 (X1), TA_FAIL - FAIL
Use trial TA_SYSTEM Result: 0 (X0), TA_OK - OK
Trial days remaining days remaining = 0 Result: 0 (X0), TA_OK - OK
Check and save key TA_SYSTEM, KEY [S5AU-CVR6-6GSI-PCK3-5AWD-JM3E-GETA] Result: 1 (X1), TA_FAIL - FAIL
Check and save key TA_USER KEY [S5AU-CVR6-6GSI-PCK3-5AWD-JM3E-GETA]Result: 1 (X1), TA_FAIL - FAIL %3
Cont: 0Cont: 0
Act: 0, InetWarn: 0, Err: 1, : Operation failure.
Trial: 0, Days: 0, Err: none
TLimited: 0, Date: none
You're running into this problem: the customer is not connected to the internet and thus TurboActivate correctly tells you that they're no longer activated. You have to handle this case in your program so that you can properly tell the customer what they need to do to fix the problem.
Does that make sense?
