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License not accepted (infinite loop)

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19 comments

  • Rick Sammartino Community moderator

    Make sure you're using the correct email/password. If you believe it's correct, then you'll need to contact ON1 customer support with this link and ask them about it.

    https://on1help.zendesk.com/hc/en-us/requests/new

    In the meantime, your program will work just fine in trial mode which is fully functional until it expires. 

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  • Clint Odom

    I have the same issue.  The password I'm entering is correct.  It took me a while to realize that you cannot use the tab key to move between fields.  It was rejecting my email until I stopped using the tab key to move to the password field.  I'm not using the tab key at all, but it still won't accept the password

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  • Harri Väyrynen

    I even changed my password in Web portal and application manager accepts it (app manager did accept my first password also). Hopefully techs are fixing some stuff. I do not want trial. I purchased upgrade license at weekend.

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  • Andrew Lowen

    I had the same issue and just wrote a note to tech support.  "Unknown return code 500, please contact support (-13)".  I also tried changed my password and that still did nto work (although account logins were fine).  Not a good start.  PS: I saw a note about offline login but ON1's page link for instructions did not exist.

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  • stephen haynes

    having the same problem here with the looping if not looping back it says unknown return 500 code, please contact support (-13) message. if it tries to check the license info as you say it just goes back to the start.

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  • Harri Väyrynen

    yes, same 500 and -13 with me. Not good start for my new product.. But I trust that they work now to support us.

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  • scott fessenden

    Having same issue. Changed password on the web, uninstalled reinstalled, using the manager and then the standalone. I am sure they will fix this but for now just going to use the trial version.

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  • Ronald Evers

    My 2018 PR just quit & said my trial had expired.  I also get the unknown return 500 code when I try to get back. 

     

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  • stephen haynes

    i would imagine that what is going on is that the activation server has been overwhelmed and is unable to handle all the activation requests that it is receiving wright now is what we are going to find out. It has been a very publicized release and I am sure many many many people are trying to activate their copy and its just too much for the server to handle. On 1 is a great company have used there products for many many years anytime i have had a problem it has been resolved quickly so I am sure this will be the case here as well. I do agree that it is not the best start to a new release of their flag ship program :)

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  • Harri Väyrynen

    Nice finding Andrew, they are fixing the problem.

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  • David Henderson

    Activation error like many others. This should have been checked many weeks ago when we ordered NOT have this problem on release day. Very poor form.

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  • John Wester

    Add me to that list. I don't even get an error message! Just loop.endless see endless.loop. Sigh. Glad they're working on it though. Perhaps an email blast would be helpful so we don't get totally pissed off. 

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  • Helge Erik Storheim

    I have the same problem but I don't get any error messages. Just caught in a loop. I can't even sign in to use Photo RAW 2023 now either.

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  • Tino Korn

    Hello,
    I was able to activate On1 2024.
    But had to reinstall it because of a problem.
    After the first start I get a window with the message “License is being verified”.
    Then another window appears with the message “Deactivate On1”. In an endless loop. Nothing happens anymore and I have to close On1 via the task manager

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  • Harri Väyrynen

    error message has changed for me, now it tells that all licenses are in use and I can choose to deactivate all computers, I did it and back to errors 500 / -13.  

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  • David Henderson

    Got a message that this problem was being personally investigated so having tried to activate again I get  a new error message despite having not activated 2024 Max once yet:

    MAX ACTIVATIONS EXCEEDED: Please contact ON1 to purchase more activations for this product (-8)

    This situation on activation release day is a dreadful messup by ON1 and should have been tested days if not weeks in advance. The least ON1 should do if compensate customers with one free month. 

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  • Harri Väyrynen

    3 hours entering username and password, yes we want something for this. Or shoud I ask refund, bought saturday the license and on1 plus for one year. I hate go back to the LR. I was told that ON1 rocks

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  • David Henderson

    This definitely is the worst mess up on launch day and I have been a customer for many years.

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