Cannot activate license (stuck in demo mode)¶

“I cannot activate the license I just bought and it’s showing demo / stuck in demo mode” - Activation Fail

0 - PG Bot license check¶

Before sending the first reply, please check the license status with PG Bot:

• Verify the customer’s license(s) via PGBot (PGBot Commands - Check Basecamp for updates), see if the license is listed under the account.

• Also ensure the activation count is less than 5 times.

→ If it's over 5 times, deactivate with PG Bot and let the customer knows that they can remove the activation record on "License & Download" page in the future.

Macro: License Deactivated

• If the license is not associated with the customer's account, use macro: Order Trackback to get the information from the customer:

  • Verify the customer’s purchase (if the order is successful placed)
  • Verify if the email is correct (same as user’s account)
  • Transfer license(s) if needed. (Info the customer first!) Then use macro: Account :: License Transferred

  → If the license is not available, report to the backend team (Backend issue report).
  

1 - Login to BIAS FX 2¶

• Make sure the customer log in to BIAS FX 2 with the correct account.

• Use macro: #BIAS FX 2::Login Issue.

2 - Collect the info and forward it to team¶

If the reset workaround doesn't work, the customer should send the log file to us. Tag WeiTing in the Supt-private channel with following info:

1. Ticket#

2. Issue Brief

3. Log File
   

3 - Inform the customer¶

Inform the customer that we've forwarded the information to our team and will offer update ASAP. (Submit the ticket as on-hold)

If this is a trending issue, link the ticket to the Trending Issue List: Zendesk Feature#Trending Issue

4 - Follow up on the case¶

WeiTing will provide additional details after the RD team has reviewed the problem.

5 - Case Close¶

Inform the customer of the solution/current situation. [END]

The macro "Login Issue" provides detailed instructions on how to disable anti-virus, firewall, VPN, cloud-based, and reset hosts file. It also recommends trying a smartphone hotspot as the Internet connection. It will guides the customer on how to collect the necessary log files and effectively send them to us for analysis:

The login issue might be related to your Internet connection and certain applications.

To resolve this problem, kindly follow the instructions provided below:

1. Disable all anti-virus software and firewall. How to Enable or Disable a Firewall on Windows and Mac

2. Disable the cloud-based/VPN programs (e.g., iCloud, OneDrive, Dropbox, etc.).

3. Reset the hosts file:
   How to Reset Hosts File to Default on Mac and Windows PC
   

4. Try connecting to another internet connection, such as a smartphone hotspot.

After following all the steps above, please try to log out and log in to BIAS FX 2 without closing the application.

If the issue persists, kindly assist us by collecting logs from your computer:

Log Collection Tool (macOS) Log Collection Tool (Windows)