User's license won't stay activated

I have a user that keeps getting his activation "removed"... if that's the best word? Every 2-3 hours, the license just no longer works. It behaves like it was never activated at all.

After the user enters the product key, it says activation successful. The user can use my software for a few hours, until it says it's no longer activated. I deactivated the product key and it worked. But a few hours later, the same thing happened and it says it's not activated. This happened 3 times in a row today.

When IsGenuineEx is called, the return is 3. (A fail)

After that, I then call IsActivated to see if the program was activated in the past so the user can call IsGenuine. However, IsActivated returns TA_FAIL.

Seems to me like the activation isn't being stored or something.

Here is my code:http://pastebin.com/McgdNjEN

This is the first user of over 1000 that notified me of this issue, which makes me think my code isn't FUNDAMENTALLY flawed or wrong, but instead it just didn't accommodate for all environments?

Thanks 🙂

Sorry, what I meant by that last sentence was that only THIS USER out of over 1000 had this issue. NOT that over 1000 users ahd this issue.

Ummm, was it bad that I forgot to remove the GUID from the pastebin?

When IsGenuineEx is called, the return is 3. (A fail)

Look in TurboActivate.h. That's where the error codes are listed. 3 = TA_E_ACTIVATE. Meaning the customer is not even activated. Before you do anything, answer this question: did the customer even activate yet?

Are you using the latest version of TurboActivate?

Is the customer on a Virtual Machine? (VMs, by their very nature, aren't "locked" to a single computer). See: http://wyday.com/limelm/help/vm-hypervisor-licensing/

If you're using the latest version of TurboActivate, and the customer is not on a virtual machine, then tell me the product key -- that way I can actually tell you what the problem is.

Yes the user has activated. I watched him do it through Skype. Every few hours, it just goes away, like it was never activated. No it's not a VM

Here was the key: EXED-8H96-6JZB-JMFZ-FXFK-W53I-BETA

My guess is that they are disabling network devices in the Network Management interface (or the device drivers) and/.or they are physically removing devices. In either of these cases they shouldn't be doing that. They can certainly use different network devices, but the fact of disabling the devices means TurboActivate can no longer "see" the device, and thus the fingerprint of the computer changes.

Just checked with the user. They are not disabling any network devices... at least no knowingly or on purpose. I asked if they were changing internet connections or messing with any other devices and they say no.

Just this morning, another user is having a similar issue, except once activated and it says successful, it immediately says the activation period expired.

http://gyazo.com/8039f205f2547c111196b6236167fa82http://gyazo.com/c07ab1c434e362d0e76c724ea7f7a8b8http://gyazo.com/8131179a242e6138ff4453a0c6329f0e

When the user tries to open the software, the whole thing repeats itself.

... and when they re-open TurboActivate.exe are they getting the same error? If not, then you're not handling the error codes from the TurboActivate functions correctly. My advice would be to log every single HRESULT returned from every single function.

Also, make sure the date/ time / timezone are correct on the customer's computer.

The date and times are correct for the first user. The second user I just referenced just fixed his time and it is working properly.

With all due respect, the code I'm using is taken straight from the example. The only other "check" I'm doing is the IsActivated check which I implemented based on a support email from you. All my code is in the original post.

I logged the error codes at every step. I can't explain it. They enter the key. It's successful. They can use the software fine. 3 hours later, TurboActivate acts like it was never even activated. All the code based on TurboActivate is in the original post. The user isn't running a VM or removing hardware and this is the only user that has brought this to my attention. This was repeated 3 times in one day with me watching each step the user took, with each HRESULT along the way. For some reason, after 3 hours, it no longer becomes activated.

Please guide me. I have no deactivation functions. No weird checks. All the code is in the original post. a.exe = TurboActivate.exe

Is the customer's network card changing?

Is their MAC address changing? Or are they spoofing MAC addresses?

From the sounds of it, and from product keys you've had us look at in the past, that is exactly the case. But you can certainly independently look at the customer's computer and seeing which faulty hardware / software / user configuration needs to be fixed.

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