Some users need to keep activating their license over and over almost every time they use one of our plugins. This is not supposed to happen and there are a few known causes of this:
Network Configuration Changes
Your license is linked to your computer using a 'host ID'. This ID is partially based on your MAC address which can change in certain situations. For example, if you use a laptop and switch between a dock at your company office and a dock at home, this could cause your MAC address to change. Also, if you enable a different network adapter (such as a USB WIFI adapter), this could cause your MAC address to change. There are other causes as well. If your MAC address changes, this can invalidate your license and trigger this problem.
If your MAC address changes after activating your license, you may see an error similar to that shown in the image below:
If this happens to you:
- First try re-activating your license. That should normally fix this problem.
- If this error continues to happen, send us a request with your log files.
- Using your log files, we can fix your license remotely so that this problem will not happen again.
License File Gets Deleted by Anti-Virus Software
Although this is very rare, there have been cases where someone's anti-virus software is incorrectly flagging our plugin's local license file as suspicious and delete or quarantines it. If this happens, you will not see the error from the image above. Rather, the plugin will simply think that you have never activated a license before. If you think this might be happening to you:
- Check if your license file is missing. On Windows, our license files are located at C:\ProgramData\PLUGIN_NAME (eg. C:\ProgramData\ProfileBuilder3). If you have activated your license at some point, you should have a license file located in this folder with a .LIC file extension.
- If your license file is not found this folder, your anti-virus software may have deleted it. It should be possible to adjust your anti-virus settings to prevent it from continuing to delete your license file (whitelist). The procedure for this will be different depending on what software you are using.
If you are having trouble navigating to the C:/ProgramData folder, try enabling Hidden Items in Windows Explorer: