Skip to main content

360 - Account Disabled

Comments

75 comments

  • Ingo Engelmann

    same problem here...

    0
  • Brian Lawson Community moderator

    Sign out of Photo RAW then sign back in again. If you get a warning about having too many registrations you'll also see a link to reset them. Use that then you should be able to sign in again.

    0
  • Jeff Vance

    No success for me yet but I am sure it will get sorted out shortly.

    0
  • Brian Lawson Community moderator

    I had trouble signing in for a while during testing and finally got it resolved by signing out of all my copies of Photo RAW – I run several versions on multiple OSes. I may have reinstalled before signing back in but I was able to get past it.

    0
  • Zoe Snow

    I'm having the same issue. Tried restarting the app and manually logging out. When I login to my account via the Mobile app, it shows my "Status" as "Not Subscribed" when I tap on the 360 logo in the Navbar. It acts like some of our accounts may not be properly configured on the backend to show that we have a valid subscription for the 360 service

    0
  • Mikael Jakobsson

    Same problem here...tried all variants but no success...

    0
  • Brian Lawson Community moderator

    Be sure to log out of ALL your devices before signing back in to any of them.

    If it still isn't working you'll have to contact support. https://on1help.zendesk.com/hc/en-us/requests/new 

    0
  • Joshua Berkowicz

    Same issue here. Log out/in does not resolve it. I am also unclear as to what my username is for 360 iOS App. My email doesn't work.

    0
  • Brian Lawson Community moderator

    Your username is the same as what you use to sign in to the Photo RAW app or your account on the ON1 web site.

    0
  • Zoe Snow

    I only have a single desktop device with ON1 installed. Even tried deactivating everything via the product key reset option via the website (which also confirmed I only had a single instance activated). This really sounds like a bug with the backend systems. Opened a support ticket to escalate, so hopefully the engineers on the backend can get this resolved soon.

    1
  • Joshua Berkowicz

    Brian, I got that one resolved thank you. But neither the iOS or Mac app recognizes my subscription. I hope there is a fix on the way.

    0
  • Malcolm Kenworthy

    Same here. On1 only installed on one device plus my iPhone. Not subscribed on the phone, and the popup through the computer.

    0
  • Jerome Rosenzweig

    I've logged a ticket.  Not a great start. 

    0
  • Eddie Tuggle

    Same here. Deactivated all keys and still no joy.  I thought it may have something to do with me being an On1 Plus member.  It's almost certainly a backend issue.

     

    0
  • Christer Gabrielsen

    Same problem here, Tried to reset key, and sign in and out. Nothing helped. Have submittet a support ticket

     

    0
  • Jerome Rosenzweig

    Just got the canned support response of sign out and back in.  Are they not aware we are all having the same issues?  They should be all over their support and boards today to make sure this launch goes well. 

    0
  • Jeff Vance

    Well I've done all the log in / log out - key reset ideas and still no go so hopefully they come here and comment about the problem.

     

    0
  • Eddie Tuggle

    I'll bet ya a pizza it's an issue with the backend.  Digging through the logs I found this:

    2020-06-29 14:52:30 ON1 - Starting build: 14.5.0.9199
    2020-06-29 14:52:30 ON1 - LibRaw: 0.19.5-Release
    2020-06-29 14:52:30 ON1 Photo RAW 2020 - Launched Standalone
    2020-06-29 14:52:30 ON1 - ONRaw: 260
    2020-06-29 14:52:30 ScreenInfo - Number of screens: 3


    <...Snip...>


    [m775] 2020-06-29 14:52:36 ON1 - Licensing ID 186045.
    [ 93987] 2020-06-29 14:52:36 ON1 - ON1 Sync::enroll(): HTTP Error: 403.
    2020-06-29 14:52:36 ON1 - Event (1101) on line 487 of ONCloudConnectService.cpp
    2020-06-29 14:52:36 ON1 - Event (1101) on line 206 of ONCloudConnect.cpp
    2020-06-29 14:52:36 ON1 - Event (1101) on line 63 of ONCloudConnectLoginCmd.cpp
    2020-06-29 14:52:36 ON1 - Event (1101) on line 108 of ONCloudConnectLoginCmd.cpp
    2020-06-29 14:52:36 ON1 - Event (1101) on line 170 of ONCloudConnectLoginCmd.cpp
    [m775] 2020-06-29 14:52:37 ON1 - Albums Pane: Albums 9a1fbfa1-b63c-4169-a6b6-57d25ee9d1c8.
    [m775] 2020-06-29 14:52:37 ON1 - Albums Pane: blah 17da890b-2421-46ba-ac3c-1e68b44da82b.
    2020-06-29 14:52:37 ON1 - PLLrMigrationCacheMgr::initialize - > cache manager initialized.
    2020-06-29 14:52:38 ON1 - Marketing URL: https://www.on1.com/appmessages/?product=photoraw2020&version=2020.5&plus=yes&state=Active
    2020-06-29 14:52:39 ON1* - Query Marketing url FAILED with code: 301
    [ 93987] 2020-06-29 14:52:41 ON1 - ON1 Sync::enroll(): HTTP Error: 403.
    2020-06-29 14:52:41 ON1 - Event (1101) on line 487 of ONCloudConnectService.cpp
    2020-06-29 14:52:41 ON1 - Event (1101) on line 206 of ONCloudConnect.cpp
    2020-06-29 14:52:41 ON1 - Event (1101) on line 63 of ONCloudConnectLoginCmd.cpp
    2020-06-29 14:52:41 ON1 - Event (1101) on line 108 of ONCloudConnectLoginCmd.cpp
    2020-06-29 14:52:41 ON1 - Event (1101) on line 170 of ONCloudConnectLoginCmd.cpp
    [ 93987] 2020-06-29 14:52:45 ON1 - ON1 Sync::enroll(): HTTP Error: 403.
    2020-06-29 14:52:45 ON1 - Event (1101) on line 487 of ONCloudConnectService.cpp
    2020-06-29 14:52:45 ON1 - Event (1101) on line 206 of ONCloudConnect.cpp
    2020-06-29 14:52:45 ON1 - Event (1101) on line 63 of ONCloudConnectLoginCmd.cpp
    2020-06-29 14:52:45 ON1 - Event (1101) on line 108 of ONCloudConnectLoginCmd.cpp
    2020-06-29 14:52:45 ON1 - Event (1101) on line 170 of ONCloudConnectLoginCmd.cpp
    [ 93987] 2020-06-29 14:52:49 ON1 - ON1 Sync::enroll(): HTTP Error: 403.
    2020-06-29 14:52:49 ON1 - Event (1101) on line 487 of ONCloudConnectService.cpp

     

    That last error message just repeats over and over.

    1
  • Eddie Tuggle

    Ryan and the others in tech support were great and got me going in pretty short order.  It's working like a charm now.

     

    0
  • Joshua Berkowicz

    What did they do?

    0
  • Brian Lawson Community moderator

    Was there something you had to do and if so, what was it? Or, was it something on their end that only they can fix?

    It will be nice to know so we can tell others on Facebook about what to expect or do.

    0
  • Robert Sanders

    Like everyone else, I have the 360 is disabled, and tried all the suggestions to no avail. Pretty poor effort on the part of On1!

    0
  • Zoe Snow

    What was the solution? I still haven't gotten any responses to the support request I submitted 3 hours ago

    0
  • Eddie Tuggle

    They asked me to send them a configuration file and they were able to determine the problem based on that.

    It took a couple hours for them to get back to me.  Hopefully things will get sorted out soon for everyone.

    0
  • Jerome Rosenzweig

    Would be nice if the On1 team provided some input here...

    BTW, in the log... notice the seeming typo in line 4 of the log? ... "260".  I would think that should read "360"?

    The other thing is in the link it states "Active" as the last parameter, which indicates, we are not likely identified as 'active' on 360 yet. 

    0
  • Brian Lawson Community moderator

    Eddie, so they took care of everything on their end?

    0
  • Jerome Rosenzweig

    Ryan got back to me on my support ticket and I'm fixed now as well.  Per Ryan "The issue seems to be with a batch of purchases in a certain time period which did not get enabled correctly."  Additionally, he noted that signing out and back in would not resolve.

    My guess is that for those of us with this issue are all likely in the same 'batch' of users.  Hoping you're all up and running now/soon. 

    0
  • Eddie Tuggle

    Brian Lawson, that is correct.  Everything was on their end.

     

     

    0
  • Brian Lawson Community moderator

    Thanks for the update. I've passed that along on Facebook along with a link to this thread.

    0
  • Kenneth McGrory

    Having the same problem here, have tried signing out and back in numerous times to no avail. Support ticket sent, hope it gets resolved soon.

    0

Please sign in to leave a comment.