The current build of our software is working successfully with hundreds of clients, so I don't think that there is a problem with our app.
However we have one customer who found he was deactivated after running fine for several months - It's possible this was after a Windows Update (I can't think oif anything else that had changed). We deactivated the key on the dashboard but when he enters the key value he gets this error, after the app calls CheckAndSavePKey. This is on his desktop machine, when he tried it on his laptop it was fine. We got him to very carefully check that the key entered was correct - but he always gets the problem.
What could cause this error - apart from entering an invalid key? Does this function require an internet exchange with the LimeLM servers?
Do you have any suggestions?
First, use the latest version.
Next, provide more information (see the FAQ). If I were to guess: you're using an old version of TA, and the code you're using isn't taking into account cases where the customer is activated but they have blocked access to our servers and thus need to re-verify.
So, update TA, then update your code to match our examples (all of our examples show how to correctly handle this case).
I've upgraded them to the latest version (4.3.0.0). But he still gets the same problem. IsGenuine is returning an error, and CheckAndSave PKey is returning 1. Same thing with a different key. Works OK on a different pc. Can you tell me how we should be handling this case please.
IsGenuine is returning an error [...] Can you tell me how we should be handling this case please[?]
It depends on the programming language you're using. For example, in C# the correct handling looks like this.
