try to register is freezing the dialog/app

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Joined: Fri May 07, 2021 8:43 pm

Post by [email protected] » Fri May 07, 2021 8:54 pm
hi,
we, as a company, purchased a volume licence for mac and windows users.

my mac-collegue had no issue to register, but when i try to enter the license key the dialog is freezing and stays on top of all windows.

the only thing i can do is to shut down the process. i tried it several times now and have no idea what to do now.

i use w10 on a surface pro 7.

btw, the client itself is working fine, but i have no idea how long this will last without registration....

thanks for any help and best regards,
michael

Eric

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Joined: Sun Jan 03, 2010 3:27 am

Post by Eric » Mon May 10, 2021 9:44 am
Hi Michael,

Could you please email us a copy of your receipt/transaction number and we can send you some information to get you registered:
https://sparklabs.com/support/kb/articl ... on-number/
https://sparklabs.com/support/#contact

Do you have any accessibility applications on this machine? We'll see if we can replicate the problem in the mean time but I'm afraid this is the first report of a problem like this.

Regards,
Eric
Eric Thorpe
Viscosity Developer

Web: http://www.sparklabs.com
Support: http://www.sparklabs.com/support
Twitter: http://twitter.com/sparklabs

Eric

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Posts: 1090
Joined: Sun Jan 03, 2010 3:27 am

Post by Eric » Tue May 11, 2021 11:33 am
Hi Michael,

Just a note we've managed to reproduce the problem. The issue only happens when incorrect details are entered. Please check your license details against your original email and ensure both Name and Serial are entered exactly as they appear on your original license email.

Regards,
Eric
Eric Thorpe
Viscosity Developer

Web: http://www.sparklabs.com
Support: http://www.sparklabs.com/support
Twitter: http://twitter.com/sparklabs

[email protected]

Posts: 2
Joined: Fri May 07, 2021 8:43 pm

Post by [email protected] » Wed May 12, 2021 6:23 pm
Thanks a lot!

An Version Update today solved the Problem, because I now got the hint that name or key is not correct.
So, the App was not "crashing" any longer.

It came out, it was my fault.... as I was not reading the registration-email correctly. I thought the "name" is the email-account, but it is not.

After entering all the data correct it was no problem at all.

Sorry for disturbing ;)

br,
Michael

Eric

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Posts: 1090
Joined: Sun Jan 03, 2010 3:27 am

Post by Eric » Wed May 12, 2021 7:00 pm
Hi Michael,

Thank you very much for reporting it, as you have noticed we've found and fixed the bug and put out an update. You certainly didn't disturb us, we appreciate the feedback about the hang!

Regards,
Eric
Eric Thorpe
Viscosity Developer

Web: http://www.sparklabs.com
Support: http://www.sparklabs.com/support
Twitter: http://twitter.com/sparklabs
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