Offline activation does not work

Answered

RobG

• June 05, 2023 05:12

I purchased ON1Photo RAW 2023 about 5 months ago.  I was not aware that I needed to have an active internet connection all the time in order for the software to function.  I am not able to connect my computer all the time to the internet.  I need the offline activation code to work.  Previously ON1 support indicated there was no urgency and no timeframe for this to be fixed.  The knowledge base has instructions on how to use the offline activation code generation to be used but it does not work.  I need to used my computer and now that summer is here I will not be near active internet connections all the time.  This needs to be addressed.

 

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  Brian Lawson Community moderator

  • June 05, 2023 12:46

  You'll need an internet connection to contact Customer Service.

  Submit a request

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  RobG

  • June 05, 2023 14:57

  I have used the internet to post this.  

  I have contacted Customer Service in the past, no results as of yet.

  I have requested Customer Service generate a code for me and send it to me via email.

   

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  Keith Reeder

  • June 05, 2023 15:21
  • Edited

  Why not just use the option in your account (which I can confirm works perfectly well)?

  

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  RobG

  • June 05, 2023 15:29

  I have tried that numerous times.   It does not work.  Customer Support has said this has a 'bug' and does not work and that they have no idea when it will be fixed.  

  I got the same reply from them 5 months ago, no ETA as to when it will be fixed.

  Thanks for your suggestion anyways.

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  Keith Reeder

  • June 05, 2023 20:19

  Weird - as I say, it worked without a hiccup for me.

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  RobG

  • June 05, 2023 20:28

  Customer support has said today they know of the bug and there is no ETA as to when it will be fixed.

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  Carl Traub

  • June 06, 2023 03:33

  Well that sounds like horrible customer service.  You should ask them if they can provide you with a code, since the service that's supposed to do it isn't working.

  I just tried it for my account, and it generated a code for me.  If it works for me, they should be able to provide you with a code that works. I've also used that in the past with good luck.

  After a really bad storm knocked out internet for over a week several years ago, I was locked out of using PR for days.  I've made it a habit to get an offline code after every upgrade.

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  Brian Lawson Community moderator

  • June 06, 2023 03:39

  Carl,

  ON1 doesn't own the web servers or the Zendesk service that provides these pages. Some things are out of their control.

  Rob,

  Did you get your code yet?

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  Keith Reeder

  • June 06, 2023 12:03

  "I just tried it for my account, and it generated a code for me.  If it works for me, they should be able to provide you with a code that works. I've also used that in the past with good luck."

  There ya go.

  Maybe a browser-specific issue? Rob, try another browser.

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  RobG

  • June 07, 2023 04:21

  I too am able to generate a code, copy and paste it into the ON1 app and it gets rejected every time.  I installed ON1 on a windows 11 laptop yesterday and tried to activate offline and get the same results.  It is not accepted.

  I even changed my password to something easier without any special characters and that did not help as the code generation is linked to the email address on file and the password.

  Customer Support says they know there is a bug in the system.

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  Keith Reeder

  • June 07, 2023 11:10

  " It is not accepted."

  Ah. You never made clear that was the problem: "it does not work" in response to my reference to the online link strongly suggested that the link wasn't working.

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