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scandinavian13

[31JUL16] Activation Issues

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All,

 

We've noticed a number of you reporting - here and via the support system - that you are unable to activate because of a connection issue. Additionally, some of you are reporting that the server is returning a notification that you do not have a valid license.

 

While this usually indicates a connection issue on the user's computer, or at some point in between, we are also looking into this on our end. Do keep in mind, however, that it is currently Sunday and that may prolong coming to some sort of conclusion initially.

 

We understand that this has been pretty frustrating for some of you. It's frustrating for us as well as we've been tackling the teething issues that came out of our updates to the activation server.

 

As we've noted in prior message, we do appreciate your patience, and we apologize for the inconvenience. We will update you as soon as we have further information!

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Thank you for the update Kyle, looking forward to a resolve in this issue.

 

Fly safe

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Is it possible for there to be a backup activation option that is done manually in future? We provide you with purchase details and you provide us with an activation code that we enter during the installation process? This could be done via the support portal, for instance. Or via e-mail. Apologies if this is already an option - I've never encountered this problem.

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Gents,

 

To follow up on Kyle's post:

 

This type of service outage is taking place in a system that was updated in order to prevent service outages.  It has been a near constant focus of my attention for almost two weeks, working with our vendor to determine **why** the manual license return function that our support team uses so regularly has magically ceased working.

 

On Sunday, it appears one of the engineers investigating that issue did **something** that knocked the activation system offline and he was unaware of it until I started barking about it when Kyle brought it to my attention during the day, Sunday.  (Yes- I do have a pretty good bark...)

 

NOTE:  Activation SHOULD be working now...

 

We have a forensic analysis taking place to determine why activation was allowed to fall offline without notifying us (it should have) and we have been advised to expect a fix for the license return issue on Tuesday.  (I am moderately hopeful that this will indeed be the case.)

 

In the mean time, if you are going to unintall/reinstall FSX, upgrade hardware, build a new computer, etc- we STRONGLY encourage you to go into to the FMS and select the license return function.  Using that function you should be able to return your license and then check it back out when you are ready to install on your new setup.  (This of course, is the recommended method and is documented in the manuals... you read those right?  RIGHT?!?!?!)

 

In the mean time- we do have a small stack of folks who are waiting for this to be fixed- and I am making quite regular noise to keep the pressure on our licensing vendor to make sure they get us up and running ASAP.

 

I apologize- and your patience is appreciated!

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I was able to activate the 737NG after reading your post Robert. Thank you PMDG for your help, especially on a Sunday. It is deeply appreciated. :smile:

 

Fly safe

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What else could anyone have expected from PMDG, they always go the extra mile!, and in this case mile and a half!

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Thanks for solving the issue. Today I could activate without any problems.

 

Tell Kyle that he do not have right everytime, sometime the customer has right:)

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Hi Kyle and Robert,

 

Thanks for the update guys, I am trouble shooting P3Dv3 g2d.dll errors via avsim topic : http://www.avsim.com/topic/489722-p3d-v32-33-g2ddll-error-exception-code-c0000005-exception-offset-000d7803/#entry3432642

and pmdg Ticket: 2DB-1EB4221F-0420.  I have been unable to deactivate the license and raised this Ticket: 080-1F0E4CB3-043C.and got this error "Operations error: 7466 The return of the fulfillment is denied by the return policy because max return exceeded[incident#9173-8312186]"

I am waiting for a manual reset of the T7 License. 

 

Please would someone assist with this?

 

Regards,

Mario

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Tell Kyle that he do not have right everytime, sometime the customer has right:)

Go easy on Kyle.

 

Are you so perfect that you never make mistakes? You are never wrong?

 

Things happen. That was something out of his direct control. You got your activation working in the end. What's a few days delay in the context of what is happening in the real world?

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I love this part "it appears one of the engineers investigating that issue did **something**".

Reminds me of a colleagues colleague,who accidentally pressed the emergency shutdown on a server farm instead of the door open button. Ah well.

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Was denied activation on the expansion pack for the 737-6/700 once again. The Support Staff said that they had reset the activation key...

Decided to uninstall and reinstall the expansion pack to see if that process works and now I get a COEXISTENCE FAILURE.

Looking for solutions....

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Gents-

 

We got the issues resolved back on Wednesday, but I have been a bit too busy to update this thread.

 

If you are having trouble- please reach out to support and obtain their help- but as for the server issue that plagued us the past two weeks, it is resolved.

 

Thanks again for your patience- it wasn't much fun for us either!

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