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

[Simon Culshaw]

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

[Marc]

This is currently still being looked into at present. Please note, its unlikely these would be looked at over a weekend period

[Simon Culshaw]

Thanks for the update Mark, I'll continue to wait for an update.

I appreciate the observation regarding weekend.

[Simon Culshaw]

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

[Marc]

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. 

[Simon Culshaw]

I appreciate the update and the steps you've taken to try and help move this forward.

[Simon Culshaw]

Please can I get a progress update on this issue - Thanks

[Marc]

I have chased this up for you and will respond shortly

[Simon Culshaw]

Hi, How do I get a progress update on a support ticket?

When I try to email, I get:

"Your support email was not received."

Thanks in advance

[Marc]

You would need to respond to the email you were sent. I will get this chased up for you to see if we can get some movement

[Simon Culshaw]

Hi,

I've responded to the original email, that's when I get the error message from the previous post...

Thanks

Simon

[Simon Culshaw]

Sorry just to be clear, when I try to reply to the ticket I get an error ""Your support email was not received."

[Marc]

Have you changed your email on file at all?

[Simon Culshaw]

No, not changed.

2 minutes ago, Marc Stridgen said:

Have you changed your email on file at all?

 

[Marc]

I have just responded there to let you know why that is the case

[Simon Culshaw]

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

 

[Jim M]

This is still currently being investigated. Sorry for the inconvenience. 

[Simon Culshaw]

3 hours ago, Jim M said:

This is still currently being investigated. Sorry for the inconvenience. 

Thank you for the update

[Andreas Gluch]

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.

 

[Mark H]

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.

[Simon Culshaw]

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 November 10, 2022 by Simon Culshaw

[Simon Culshaw]

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 November 10, 2022 by Simon Culshaw

[Marc]

This is currently with our server guys. Please respond to the ticket if you have further information on egress

[Simon Culshaw]

Thanks for the update, I can't respond to the ticket (it doesn't let me) I don't have any further information on egress

[Simon Culshaw]

I've managed to reply to the support ticket, user error 🙂