Licensing Support

This page provides resolutions to various issues you may encounter with the licensing system.

You can't activate your license

Until we release our improved installer, there is an issue where it will accept any license of the right length, regardless of whether or not the license is actually valid.  To see if you have a legitimate license, start your application and select the 'About <program>' command in the Help menu.

A window will open that contains a tabbed display, where one of the tabs is titled 'Licensing'.  Select this tab, and then examine the two values shown for Registration Code and Serial Number.  If the Registration Code is not zero,

1. grab the onscreen image using the PrintScreen key
2. open Paint from your Programs/Accessories menu
3. paste in the image from your clipboard
4. save it to a file
5. mail the file to licensing@vibrant3d.com
   

Please do not attempt to transcribe the number -  there's too much chance of introducing (another) typo.

If the Registration Code is zero, this is very odd - the most likely cause is that this application was installed previously on your machine - please note that once a demo period for an application has expired, removing and reinstalling the application will not reset the demo period.

You had a valid license you paid perfectly good money for and now you don't

There are two possible reasons for this

Hardware Changes

If you've made significant changes to your computer, the licensing system may have become 'suspicious'.  Removing and reinstalling the software will cure this suspicion.  The usual case is replacement of your primary disk drive, or replacing a failed network card.

License Lease Expired

When you are granted a license, you actually receive a lease, which is good for several months.  Some times when you start the application, it will check to see if it can contact our license server, and if so, will revalidate your license and renew your lease.
If you have been using the application for a long period of time without Internet connectivity, then your lease may have expired.  Starting the application again while you are connected to the internet will automatically renew your lease.
Please note that when the licensing system 'phones home' it is technically passing identifying information about you, because it's passing the license code to our license server.  That said,  the only identifying information its passing is the bare minimum neccessary to determine that your license credentials are valid.  Allowing us to do this effectively allows us to sell you the software at a price you like, because you aren't paying for a bunch of freeloaders.