This article details how to troubleshoot and resolve issues for customers when activating their Serial Codes
Issue
It is common for users to deactivate their licenses from a workstation so that they can register their serial codes on a new machine. Many times, they will receive an error message stating that the serial code needs to be upgraded or that the license is currently in use, even after following all the suggested steps and deactivating it on their primary computer.
Environment Details
- KeyShot
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- Any Version
Resolution
This has been a long-standing issue with our local servers. We apologize for the inconvenience that this has caused you over the years. There are times when our servers do not register that at license has been deactivated.
As of now, there are two ways around this:
- reactivate it on the primary computer, deactivate it again, then activate it on the new computer
- send us a request file from the new computer to receive a new license
We are currently working on a subscription and portal service that will solve this issue.
We hope to have more news about these services for you this year.
How To Create A Request File:
- Start KeyShot and select "Activate your license" from the registration wizard.
- Note: If you are currently in the "Demo" mode, then open the registration wizard from Help(Windows) or KeyShot (Mac) > Register License.
- Enter your information and click Continue.
- Enter your Serial Code.
- Click Save Request File and submit a new KeyShot Licensing ticket from the Support Portal to send the file as an attachment.
Upon receiving the request file, our team will promptly generate a license for you. We appreciate your patience as we continue to address and resolve this issue.