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Carmel W.
Carmel W.
User

Activation not recognised  en

Autor: Carmel W.
Visited 411, Followers 1, Udostępniony 0  

When I opened Website X5 Professional 15 tonight, there was an update, so I ran the update, but then it needed to be activated. I found my activation code from the original purchase and entered, I entered the correct email address & password and it showed that Activation was successful and to click on Start to run the updated version. When I click on Start, it brings up the Activation screen again and I cannot get into the program.  

Posted on the
7 ODPOWIEDZI - 1 POMOCNY
Carmel W.
Carmel W.
User
Autor

I have already tried restarting my computer, and this did not help

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Posted on the from Carmel W.
Incomedia
Elisa B.
Incomedia

Hi!

Thank you for your message. 

Please check if under C:\Users\ The Admin username \AppData\Local\Incomedia\ there is a folder called WebSite X5 - Professional and if the licence.iwl file is inside this folder. If this folder exists and the file is there, copy the folder and paste it under c:\Users\ Your Windows username \AppData\Local\Incomedia and then start the program.

Thanks! Kind regards.

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Posted on the from Elisa B.
Carmel W.
Carmel W.
User
Autor

Thanks for your help, however there is no licence file inside the WebSite X5 - Professional folder. There is one in the WebSite X5 v15 - Professional folder 

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Posted on the from Carmel W.
Incomedia
Elisa B.
Incomedia

Hi Carmel, 

thank you for the screenshots! I noticed the path is  C:\Users\ Carmel \AppData\Local\Incomedia\  WebSite X5 - Professional.

Can you find the licence.iwl here intead? C:\Users\ Admin \AppData\Local\Incomedia\  WebSite X5 - Professional

Thanks! Kind regards.

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Posted on the from Elisa B.
Carmel W.
Carmel W.
User
Autor

Hi,

Carmel is the Admin user. I have checked all the other user folders and there is no other one with an Incomedia folder.

See attached users screenshot.

Regards

Carmel

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Posted on the from Carmel W.
Carmel W.
Carmel W.
User
Autor

Hi Elisa,

Just letting you know that I re-installed Version 16.3.1 and this is now working.

Thanks for your help.

Regards

Carmel

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Posted on the from Carmel W.
Incomedia
Elisa B.
Incomedia

Oh perfect Carmel!

Just in case it happened again, you need to completely uninstall the software, by deleting all related files, then install it again. In this way the licence.iwl file should be normally generated. 

Thanks! Kind regards.

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Posted on the from Elisa B.