Troubleshooting Guide
If you are having difficulty with license authentication, please review the following FAQ-type content. Most problems can be corrected quickly and easily.
Activation Problems
Problem: Bad license code
Error Message: Activation yields no rights to license
Solution: The most common cause of this error is a mistyped activation code. Kubotek recommends cut/paste using the system clipboard or a text file to avoid manual re-typing of this 20-character long code.
Problem: Wrong product in the license
Error Message: No valid license can be found for [Product name (release)] in license file <Activation store>.
No features were found in the license file that match the requested product level.
Solution: The most common cause is a product mismatch between the installed program being started and the activation code specified. Double check your My Software section in the Support Site for the correct code & download.
Problem: Internet connection
Error Message: Failed to connect
Solution: The program's connection to the internet may be getting blocked by a down physical connection to your network or possibly blocked by your anti-virus or firewall. Check your wired or wireless connection. If that is OK, try temporarily turning off the antivirus and/or firewall and try again. If you can connect with either of these turned off then you will need to modify your system settings to allow the transaction.
Problem: Activation fails to save to workstation
Error Message: Could not read or write to license storage
Solution: The most common cause of this problem is a Windows permissions issue. The work-around for that problem is to re-start the License Wizard app with the Windows “Run as administrator” option turned on. This setting can be accessed in the Compatibility tab in the app desktop shortcut properties.
The problem could also be that access to the hard drive is blocked by anti-virus software or that the hard drive is failing.
Error Message: Activation yields no rights to license
Solution: The most common cause of this error is a mistyped activation code. Kubotek recommends cut/paste using the system clipboard or a text file to avoid manual re-typing of this 20-character long code.
Problem: Wrong product in the license
Error Message: No valid license can be found for [Product name (release)] in license file <Activation store>.
No features were found in the license file that match the requested product level.
Solution: The most common cause is a product mismatch between the installed program being started and the activation code specified. Double check your My Software section in the Support Site for the correct code & download.
Problem: Internet connection
Error Message: Failed to connect
Solution: The program's connection to the internet may be getting blocked by a down physical connection to your network or possibly blocked by your anti-virus or firewall. Check your wired or wireless connection. If that is OK, try temporarily turning off the antivirus and/or firewall and try again. If you can connect with either of these turned off then you will need to modify your system settings to allow the transaction.
Problem: Activation fails to save to workstation
Error Message: Could not read or write to license storage
Solution: The most common cause of this problem is a Windows permissions issue. The work-around for that problem is to re-start the License Wizard app with the Windows “Run as administrator” option turned on. This setting can be accessed in the Compatibility tab in the app desktop shortcut properties.
The problem could also be that access to the hard drive is blocked by anti-virus software or that the hard drive is failing.
Program Start Problems
Problem: Product mismatch
Error Message: No valid license can be found for [Product name (release)] in license file <Activation store>.
The license file contains licenses for older versions of the specified product.
Solution: The most common cause is a product mismatch between the installed program being started and the activation code specified. Double check your My Software section in the Support Site for the correct code & download.
Problem: User not found (Login Authentication)
Error Message: The license has expired.
Solution: The user creditials provided at login do not match with a user who has been assigned the program being started. Check your My Software section in the Support Site to identify if the assignment is missing. An employee with admin permisions on your account can resolve this.
Error Message: No valid license can be found for [Product name (release)] in license file <Activation store>.
The license file contains licenses for older versions of the specified product.
Solution: The most common cause is a product mismatch between the installed program being started and the activation code specified. Double check your My Software section in the Support Site for the correct code & download.
Problem: User not found (Login Authentication)
Error Message: The license has expired.
Solution: The user creditials provided at login do not match with a user who has been assigned the program being started. Check your My Software section in the Support Site to identify if the assignment is missing. An employee with admin permisions on your account can resolve this.