HOT TOPIC - Activation Errors - Can't Activate ON1 Photo RAW 2024

HOT TOPIC - Activation Errors - Can't Activate ON1 Photo RAW 2024

We are working to address a backend activation issue with our activation servers that is producing login errors (-4, -7, -13, (500) (0) etc), incorrect password errors etc. 

Update 1:15 PM Monday, November 6, 2023

We have identified a bug with passwords using the ON1 Application Manager that can produce a
-7 Error (password incorrect). The root cause has been identified if a 'backslash' character is used in the password. For the time being you'll want to avoid this. You can go here to reset:
How to Reset Your Password

We believe we have addressed the vast majority of activation errors affecting users since launch. But are still investigating -4 Errors.

Verify that you do have the correct version installed that you purchased.

You can check this in your  ON1 Account Products page

(Everything Plus Subscriptions include ON1 Photo RAW MAX 2024)

We are continuing to work through a backlog of tickets and working as fast as we can to address issues coming in from the field. Thank you for your continued patience.

Update 12:30PM Sunday,  November 5, 2023

We believe we have addressed the vast majority of activation errors affecting users since launch.

If you are experiencing 308, 309, 310 errors see this KB :
HOT TOPIC -308 & 309 Errors Attempting to Download From ON1 Application Manager

There are still a few activation errors being reported with -4 and -7. From our individual account reviews, these are typically coming from having the wrong product installed.

Verify that you do have the correct version installed that you purchased.

You can check this in your  ON1 Account Products page

(Everything Plus Subscriptions include ON1 Photo RAW MAX 2024)

Update 1:30PM Saturday,  November 4, 2023

Most activation issues should be corrected with recent fixes deployed.

We are still investigating -4 Errors coming in from the field for users who installed the correct product.
If you are receiving this error, make sure you have installed the correct version of the app you've purchased. You can check this in your  ON1 Account Products page

We are working around the clock to resolve issues as quick as possible. Thank you for your continued patience.

Update 2:30PM Friday, November 3, 2023

We have deployed several fixes for activation issues that have addressed a vast majority of login issues. However, we are still working to identify and address other activation errors some users are still experiencing. -4 Errors (which is a product not found error) and -7 Errors (which are password incorrect errors).  And other reports of sign in errors.
We are working hard to identify and deploy fixes.
We appreciate everyone's patience. 

Update 8:30am Friday, November 3, 2023

We have identified the root cause for some activation errors and have deployed some fixes that are allowing some users to login. There are still some open activation errors that can occur. We are still working to deploy more fixes for different activation and password errors.

We're working as fast as we can to get these issues resolved and fixed.
Thank you for your patience.

UPDATE 8:55 PST November 2.

We're still working to address several activation issues affecting users. This is taking longer than expected. Thanks for your patience.

UPDATE: 3:00 PM November 2

A potential workaround maybe to use ON1 as a 'Trial Version' until activation issues have been resolved.

We've had a couple reports of users being able to sign-in through the Help Menu>Sign In after using as a trial.

We are still working hard to determine a root cause and deploy a fix.

If you are getting an activation error stating something like this, we are working to address these ASAP
"Unknown return code 500, please contact support (-13)"

We apologize for these inconveniences and the ON1 team is working to correct and fix this issue.

This Knowledge Base article and all support incident tickets will be updated with the
latest details as fast as we can.