Upgrade to PhotoRaw 2021 - no Activation possible
After Upgrade to PhotoRaw 2021, I want to Login to ton my On1-Account, inside the Program, to activate it.
Error: Product cannot be found, Contact the Support. Error -4
Any Ideas???
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Nathan posted this on the Plus Forums earlier:
"Plus Pro members will receive an email within the next 24 hours with instructions for redeeming your free copy of ON1 Photo RAW 2021 and additional bonuses. While you wait for that email the software can be used in trial mode. Thanks everyone!"
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Does that also apply to non-Plus members? I have pre-purchased it, but am loath to download until I know what I am supposed to do with the current version and my trial of Portrait AI!
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Photo Raw is separate from the Portrait AI standalone. Which current version are you referring to? If you've paid, you can download PR 2021 any time.
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You can keep or delete both the older version(s) and Portrait AI if you like. I would wait until after running the update however so the installer can import settings, etc. from the older version. As for non-Plus members I only know what Nathan wrote. It isn't any big deal as the program will run for 30 days in Trial mode without any restrictions. I suspect the registration servers are getting hammered with requests right now and that could cause some issues for a while.
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I have the most recent version of Photo Raw 2020 and a trial of Portrait AI. Not sure how to proceed. Do I download 2021then delete the two obsolete versions?
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Is it still 30 days? On the activation screen I saw 14 days trial.
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Ray, do what Brian said above.
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I have the e-mail and it includes the coupon code. I successfully installed the software. I can't activate it because it says the product is not found. I logged on to my ON1 account and the product is there. Apparently others are having the same issue.
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As a plus pro member I received a coupon code that allowed me to download 2021 without a fee...however I am getting the same error as the OP.
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Just bought ON 2021. Installed on Mac running 10.15 OS. Product will not activate. Get product not found -4. Am using correct email address and password.
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Add me to the list. I also got the coupon, redeemed it, downloaded and installed the software. I am also getting the:
"Error: Product cannot be found, Contact the Support. Error -4" message
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Add me to the list. Got the coupon, redeemed it, dowloaded the software and installed. Can't activate– ERROR -4.
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Having the same issue. I see 2021 shows in my product list. I'm guessing it might take a while for the On1 systems to sync up.
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Check this article: https://on1help.zendesk.com/hc/en-us/articles/235191408-ON1-Photo-RAW-Activation-Error-4-7-8-11-or-13
A -4 error means you've logged into a valid ON1 but the email address used is not the one used to purchase the program.
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I only have one e-mail address. That's not the problem. I appreciate your trying to help, but if you read all these comments, when we log in to our on1 accounts with our e-mail address, the product is in our lists. But when we use the same account info to try to activate, we get the message that the product can't be found.
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All I can tell you is what is in the article I referred you too. You'll have to contact support for more help. You are not talking to the company here, only other users like yourself who want to help.
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I understand. I have submitted a question to them. I was hoping another user had received some information earlier in the day. Evidently it is a widespread problem. Thanks for trying to help.
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Link in my ON1 email would not open ON1 website. Downloaded version 2021 from Product tab. Same error message as others about activation. No place to enter the code I received in my email. Clicking on "Buy Now" will not open a location where I can paste my coupon code. Glad i only use ON1 as a plugin.
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This issue was noted on the Plus Forums by Nathan Keudall, he indicates On1 is aware of the issue and working to get it resolved "within hours".
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I followed Brian's advice above, downloaded and installed 2021 successfully, then sent 2020 and Portrait AI to the Bin (where they still are just in case)
However, looking inside the Bin just now I see three folders that I was not aware of: Common 2021, Extras 2021 and On1 Layers 2021. Are these needed for the current version? If so, to where should I restore them? (I definitely didn't trash the myself!). Mac OS Catalinia.
Thanks.
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Take a look at ~/Library/Application Support/ON1/ON1 Photo RAW 2021/. You should still see those folders there. If they are there, you can safely empty the trash.
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Thanks Brian.
The folders are there but they are empty, whereas the ones in the Bin have subfolders and files. Maybe I should move the into my Library
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I have the same problem! Still awaiting a response from support 48 hours later. I’ve given up and requested a refund.
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Same here. Logged in to my account, to purchase PR 2021. Got a discount prize offer. Took it and paid. Product plus brushes are in my product overview in my account.
Installed on the mac, tried to log in with my login data. Valid account, product not found. (-4) Contact support.
Did that. support is not responding, Thats a real shame for a company.
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Instead of asking for technical support which is currently flooded with requests contact Customer Service. You might get a quicker response. Especially if you tell them how long you've been waiting for support to respond.
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