Concerns about repeated Activation requests when offline
Feb 15, 2013
Hello. I own a valid copy of Storyline. I have registered it on the site (more than once, as I have received multiple prompts to register over the past months). This afternoon I was at a client site where I do not have connectivity. I could not open Storyline to do the demonstration that I had planned. (In this case, it was necessary to show the source files, not just the Published output - so the ability to actually open the software was key).The prompts to send an email for an activation code were of course useless.
When I got home and connected to my own network I received a notice saying that I had exceeded my allowed number of activations; however, I turned the machine off and tried again in ten minutes and the problem did not occur again. I'm concerned about that message however, as I only use this tool on one machine.
What can I do to ensure that this does not happen again?
Thank you!
Karen
1 Reply
Hi Karen,
I'm very sorry to hear about the trouble you had with this. It does sound a bit strange. You shouldn't run into any issues if the software is on the same machine (the license will allow you to have two installations; one for a laptop and desktop for example) and shouldn't prompt again if it's been activated. Are you using multiple user accounts or profiles on the machine, or multiple installations of Storyline, by any chance? That would be the only instance where I would expect to see this type of issue.
However, if you're sure you've only used the single installation and the same user profile, we may want to take a look at what's happening. If you haven't already, please submit a support case with us.
Again, I apologize for the frustration. Hopefully we can figure out why this happened, so you don't have to worry about dealing with it again in the future.
Thanks!
Christine
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