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Your license key is not recognized. You can try to refresh your license data or enter a new key


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Posted

Hello, Please can I get an update on progress? 

I tried to reply to the support ticket this morning but I got:-

Unfortunately, we could not find an active customer account or an alternative account with this email address.

I've not heard anything since Friday where the host demonstrated that this is at your end?

Thanks

Posted

Hi Marc,

I would be very grateful if you could checkup on the progress of this.

I haven't had the need to raise a service ticket with Invision for a while and I appreciate the process has changed (e.g. forums rather than tickets) but the time taken to resolve service tickets has changed too.

I'd like to allocate resources to upgrading the community software but as you can appreciate resolving this service ticket is a pre-requisite.

Any indication with respect to the timescales would be gratefull received.

Many Thanks

Simon

Posted

Its actually not related to the change in support. It's the item in question and what is involved to deal with it on this one unfortunately. I have however tagged someone to take a look to see if we can get this sorted for you, and thank you for your patience on this one. 

  • 2 weeks later...
Posted

Hi together. I do run in the same issue during the update process.

"Your license key is not recognized. You can try to refresh your license data or enter a new key. If you cannot resolve the problem, please contact technical support for assistance."

Any updates on this?

Thanks a lot

Note: Our Server is hosted on your side.

 

Posted

We had some issues with the license and fie delivery system this morning, but those should be resolved now.

Please retry the update and that error should not happen again.

For those already on the latest version and getting the error, please go to your ACP -> License Key page, and click the button to refresh the license data.

Posted (edited)

Hello, I would be very grateful if I could get an update on this ticket. 

I'm conscious that my renewal is coming up soon and I've got to make some decisions depending on the underlying cause of this problem.

Thanks

Edited by Simon Culshaw
Posted (edited)

FYI: Just tested and the issue is still there,

It is prompting me to "update to the latest version" implying that there was some connectivity at some point for it to determine a new version is available.

I can't however undertake the upgrade because it's blocked and says I don't have permission to do so.

I appreciate there has been a concern in the past that the outbound egress IP Address for the server has appeared on RBL provider blacklist for email but I can confirm that this is no longer the case.

Edited by Simon Culshaw
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