Edius 7.5 jump upgrade - Failed to activate

[Bart]

I uninstalled Edius 6.5 following Antons procedure and installed Edius 7.5 with the full installer.
Before I could download the file, I had registered the product on the website.
When trying to activate the license I get the following error:
"Failed to activate the license with the entered serial number. Please make sure ... etc. Error code: 40AE. 14176.5012.7"

I tried several times and checked if the serial-number is correct ... copy/paste from the website registration etc. ... Always the same error.

I'm connected to the internet during this operation and antivirus is not active.

PLEASE HELP!

[Bart]

I tried "offline activation".
The software redirected me to a website where I had to enter the serial-number as login.
There I found the following message:
"No activatable line items with any copies left are found. Please go to Advanced Search and search for any line items that have 0 copies left."

How is this possible as I was never able to activate it?

Did I waste my money?

[GrassValley_PS]

Call tech support.

[Bart]

I guess for Europe, I have to call the UK during "office hours" ... correct?

I'm really disappointed, this worked always fine in the past with previous versions.

Any idea what could have caused this?

[Adbear]

If it's a valid number then that would imply they've messed things up on the server side which is why you need to contact tech support. They will probably have to issue you a new number

[Bart]

Thank you.

I filled in the e-mail-form at tech support with all necessary information.
I hope this is easier than calling during office hours.

Thanks again for replying on a Sunday.

[SoundFreak_HD]

Sometimes when you copy & paste you accidently include a blank space either at the front but often at the end.

Make sure that didn't happen.

[Bart]

I'm sure because I typed it several times before I tried the copy/paste method. But thank you for the tip.

[Bart]

I received today a mail from tech support:

"Hello Bart,

For your reference, case xxxxxxxxxxxx was created regarding your issue.

We confirmed that there is an activation / deactivation issue with your existing license. We apologize for the inconvenience and will issue a replacement license upon verification. The old Edius 7 license will no longer be valid. Please document and use the replacement Edius 7 serial number moving forward.

Old: xxxxxxxxxxxx
New: xxxxxxxxxxxx

Thank you, ..."

And a confirmation from the local supplier that I was not the only one with this issue.

Anyway, I'm very satisfied with the response from tech support ... problem quickly solved!

[GrassValley_PS]

It seems you are the third person that I have heard this from. There must have been some problem on some of the licenses.

[007homevideo]

I too am having 'activation' issues but with a bit of a twist.

I originally installed the 'Jump Upgrade' of v7 on 17/5 this year (on a system on which no earlier version had actually been installed). The software activated without issue on that occasion.

A week or so later, I had reason to uninstall the software.

Today (17/6), I reinstalled the same 'Jump Upgrade' (on the same PC as before) but when attempting to 'activate' the software, a dialogue box advised me that activation had failed (see 'clickable' attachment).

I guess I now need to be advised of the most direct communication route to resolve this issue.

[plekkie]

I purchased the Jump upgrade yesterday, and have the same problem and errorcode while trying to activate the license. I just filled out the e-mail form and submitted it to Tech support, so I hope it will be solved as quickly as for Bart.

[herwigl]

I had exactly the same issue yesterday evening and I issued an email form as well. In less than 24 hours, I received an email with the recognition of this problem together with a new Edius 7.5 serial number.
From the time zone perspective, this is a very quick response.
Many thanks GVG Techsupport.

[createmedia]

I had one out of 4 serial numbers that didn't work, and had to get a new one.

Mike

[harveylexton]

I have the same issue that I haven't resolved yet