Error code 1 / no offline activation option.

I have a customer who says when he tries to enter his activation code he gets "error code 1". I asked him to try offline activation but that option is not showing for him for some reason. He sent me a screen shot which shows only two options "Activate .. online now" and "Ask me later". I've made sure he's running the same version as me so I don't understand why he's not seeing the offline option. I've also checked that his key is valid and has not yet been activated. Have you any ideas what I should get him to try next?

Hey Marcus,

I've made sure he's running the same version as me so I don't understand why he's not seeing the offline option.

If the activation grace period is not expired then users don't see that option.

Have you any ideas what I should get him to try next?

I have a few questions:

  1. What operating system is he running?
  2. Did he get this computer second-hand -- or is it a corporate computer? (The reason I ask is that some computers have misconfigured group policies.)
  3. Is he running as an admin user (this shouldn't matter -- but again misconfigured group policies are the bane of our existence).

If you could get me that information it would be great.

Here's what I would try:

  1. Try running as an admin (or elevated) user. Does everything activate correctly?
  2. Try resetting the group policy settings to the default. This is hard to do (unfortunately).

If the first option doesn't work, and they don't know how to do the second one, tell me. We'll schedule a time to remotely help this user. (I'm free today -- or we can schedule sometime that works for the customer).

Hi,

Thanks. Perhaps the issue is that the grace period hasn't started yet. I hadn't realised that this option only exists at that time. I therefore asked the customer to wait or try again. So we'll wait and s

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