License/Activation Issue
Wirecast 14.0.4
License is up to date
Mojave/Mac
Hello all. My license stopped working and I am unable to reset my license. Literally out of nowhere. My subscription is active for another 10 months (although that should have nothing to do with my license). When I click 'activate', an error message pops saying that I have exceeded my activation limit...which is definitely not true. Some kind of major glitch. I have tried everything possible in regards to troubleshooting.
I use Wirecast for my full-time job and need this to be resolved. Already submitted inquiry to Telestream but it may not be till Tuesday before anyone gets back to me. It's very frustrating to pay for standard support but have to wait a significant amount of time.
Ideas?
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Hi Steven - same here! Also i tried to reset my license with the license reset toll and got the notification that this tool does not know my serial nor my email or invoice id. So very strange to me. I have to give an online course to my students and need that tool working again by monday ;-//
Regards and good look as well!
Carsten
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Well, now I am able to unlock the License. Very strange. This requires an explanation though. I did no troubleshooting since I posted this message. To be kicked out of my program for 24 hours, especially on my busiest day and day to create video projects, is very frustrating.
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For me it did not change - i can't still access my version 14.04 even i did install it again on a second machine and no reply from the support. So it starts to drive me nuts as i have to send out my stream for the students.
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Carsten Bock Did you tell support what specific message you see when you try to unlock? That would let them know what they need to do on their end.
See if Manual Activation works.
https://vimeo.com/172647031
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Hi Craig, thanks for hooking in.
I have to be able to change my license on my office or my laptop computer so it is no option to always run with an usb drive from office to home and back.
So it seems it is pretty obvious that i just get a message that there is no valid subscription. Not more not less. That is what stands inside my ticket. Can you see this ticket 00792924?
It is always you that responds first so i hope to get an answer as this is a realy huge impact for me now.
Thanks in advance!
Carsten
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Carsten Bock Remote deactivation is through our license reset tool. Then you can activate on another computer.
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CraigS Yes i know but it also did not work with my serial number. If i go back to 14.01 everything works fine. switching between two machines is a bit annoying compared to the adobe workflow :-). But for me is now important that i can access the 14.04 to go ahead with my course as my students are waiting for the lectures.
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Carsten Bock said:
If i go back to 14.01Please do explain. I don't think we changed anything in our activation process between 14.0.1 and 14.0.4.
The remote license deactivation shouldn't care which .x version.
You may need to explain or do a video recording showing what is happening.
If deactivation works, you should be able to activate whether it's 14.0.1 or 14.0.4 unless there was a change in your serial number. -
As i said before i just get this screen (see above). This means that if i install a 14.04 i get this screen and the only option is more or less to install the older version.
After installing the 14.01. i can deactivate + activate on an other machine with the normal process in the settings menu.
i tried the remote deactivation tool and it did not work with my ordernumber. Now i found the mail address that worked with this tool even all communication runs over another email address. So now i removed the license with this tool and tried to activate it after clicking the above screen to "Use Demo Mode" -> Settings ->License. So this screen here came up wich basically means the serial time ended even i payed for the subscription.
So i think it is a problem with the license server as it worked always fine. Still i did not get any feedback to my ticket.
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After clicking ok with this screen i get this one that looks to me like my serial is activated but the "Buy" button of the demo still exists and the demonstration version sound appears.
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Carsten Bock Send this email and link to the forum thread so you don't need to explain what you're seeing. DesktopSupport I'll escalate as well.
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Carsten Bock Do you see a watermark if you use Wirecast 14.0.4?
That shows your support is expired. That may be the mistake. If it expired between 14.0.1 and 14.0.4 release than 14.0.1 would be that last working version for you. So it looks like the issue is with Support Renewal. Working on that. -
Carsten Bock Should be working now. Quit and restart Wirecast.
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Thanks Craig,
don't know what was changed now on your side but now it seems to work again!
Regards
Carsten
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Carsten Bock We had to fix something on the back end. 😳 Sorry about that.
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