License Key is not Accepted

[voxex]

I purchased a license for Resolume today, and it does not work. I sent an email to [email protected] as instructed by the software and received no response. I attempted to call the number provided and was told it is out of service. This software is as expensive as it is powerful and I'd really like to be able to use it, especially considering I have a gig tomorrow and was hoping to assemble a simple project in time for it. I realize I could've planned further ahead here, but I really didn't expect to not receive my purchase altogether.

I have followed all steps explained in any FAQ and scoured the forum for other users with this problem. I have adjusted the firewall settings appropriately, checked my network status, pinged the website, refreshed, reinstalled, and restarted the software and my PC multiple times. I have tried multiple versions of the software, and followed these steps for all of them. I have installed and run the software as an administrator, and not an administrator. Both online and offline registration have failed for every iteration of every attempt, each presenting their own error (see attached).

There is no method I have not attempted to make this license functional. According to certain corners of the internet, licensing is a common issue with the software, but I could not find any other forum posts here discussing it. Upon asking a friend for advice, I was told making a public forum post would be more effective at notifying staff than contacting [email protected], so here we are. I hope this is the right place.

Attached are screenshots showing proof of purchase and the notifications shown by the software. My email to [email protected] is not censored like the attached images and should provide sufficient information for any staff who may be able to help activate my license.

This is a really awesome software and I'm eager to use it despite the rocky start - thanks in advance.

[Zoltán]

Resolume is unable to reach the servers. there can be a few reasons for that.

First, make sure your computer is connected to the Internet.

Can you reach our website in your browser on this machine?

If you can, check your firewall settings and make sure Resolume is allowed to communicate.

If you can't, 
click on the search bar in windows 10, and type cmd and hit Enter. 
If you are on mac open Terminal.app.
This will open a command line.
in this new window type
ping resolume.com
push Enter,
then type 
nslookup resolume.com
and press Enter.

the IP addresses in both these command outputs should be different than 127.0.0.1

If you see 127.0.0.1 as IP there, most likely a cracked version installed a line into your system hosts file.
You need to remove that line.
On windows in the search bar type: notepad
this should bring up the program in the search results, right click on the program and choose run as administrator.
In notepad app, select file menu open, and set the file types to all files.
Open the file

Code: Select all

c:\ Windows\ system32\ drivers\ etc\ hosts

You'll see an entry for Resolume.com
Remove this line and save the file.

On Mac, 
open your favorite text editor with administrator privileges,
and open the 

Code: Select all

/ etc/ hosts

file
You'll see an entry for Resolume.com
Remove this line and save the file.

The ping resolume.com command should return an ip like
87.233.198.31
and now you should be able to connect to Resolume.com 

Also make sure your computer actually gets an IPv4 address, your system's primary route should be on one ideally. The nslookup command saying a server reply from some long string is suspicious that, you don't have IPv4.

[voxex]

Thanks for the reply - I received these steps (almost exactly) from Christoph in customer support over email. I believe I followed a similar approach from an old forum post or perhaps something from another website initially, but I followed them anyways, and returned a screenshot showing them all. I have a version of that screenshot here (without any personal info included).

I thought it would be beneficial to follow up here as well as in my email thread with Christoph for the sake of redundancy and maintaining documentation for any future users who may also have this problem.

Our next step in the process was attempting to do offline registration again - it ended up failing in the same manner as the first time. I was asked to send the registration file, so I did. Will follow up when I hear back.

[voxex]

I have a gig in 7 days and would really like Resolume to honor my purchase, or at the very least respond to my inquiries. Please help me activate my license or I'll be forced to open a dispute. I don't understand why it is deemed acceptable by Resolume to not provide a $1000 license to someone after almost a week of attempted troubleshooting. The contrast between the exorbitant cost of this software and the treatment of those who purchase it is shocking to me so far.

[Zoltán]

Yes, I saw the conversation in the mails, It seems we've been waiting for your reply in the mails for 2 days now.

only replied here so others can see the suggested solution too.

No need to do a conversation 3 times, with the Slack messages you sent. Multiple messages will only slow things down.

You are in the US, we are in the EU, you wrote your mail at 1 AM our time on a Saturday. and got a reply on the same day, which is not a work day...

The issue is with networking on your machine, not the license.

[voxex]

Thanks for getting back. It's not my intention to be rude, I'm just trying to follow up wherever I can. It's a big purchase for me and I have to get things working before this gig.

To answer your question from before, I do have an IPV4 address.

I also responded to the email two days ago.

[voxex]

Sorry for another double post. Just trying to help out other peeps that may be stuck in the same loop.

I managed to make this work by consulting an LLM (I know they're controversial, but I'm not an expert programmer, and was running out of time, sorry).

I cannot paste the script here for security reasons. Makes sense. I'm not gonna advise anyone to just trust Claude implicitly to do anything in PowerShell for them either, because Claude is an idiot. I took the risk because I'm on a deadline for an art installation and needed Resolume working.

Do not put anything in Powershell without first reviewing it.

I emailed the script to the customer support, who may or may not find it useful for diagnosing whatever caused my problem. This is not me trying to offer a hard solution or professional tech advice, just documenting what worked for me. If you're smarter than I am, which you probably are, please feel free to chime in and make any corrections.

Here's what worked for me:
1. Get your powershell script generated. Here's what I told the weird evil hallucination machine:

I need to somehow scrape any and all possible lingering metadata pertaining to Resolume from my PC. I need it completely and utterly uninstalled so I can start fresh. I am still struggling with a license I purchased from them a few days ago that seems entirely dysfunctional. I have uninstalled and reinstalled the program multiple times and it will not accept my license code.

2. Vet the script. Please god vet the script. Consult a programmer if you must.
3. Run Powershell as an administrator and paste the script
4. Restart your PC
5. Reinstall and Launch Resolume
6. Go to Registration in Preferences and register offline using the Resolume_Registration.txt file generated by the website.

Whether or not this license continues to work remains to be seen, but it seems as though I now have access to the working copy of Resolume I purchased last week.

[Zoltán]

Found your mail in the spam, lots of spam...

Reinstalling and offline registration is only a temporary solution.
Offline reg will still need to connect to the server to check the license in 30 days.
The connection issue needs to be resolved for that.

You can do this after the show.
Try disabling the windows firewal and third party application firewalls. Check if you can unregister from the preferences after that.
If not, we'll need to check IP addresses, routes, so it would be best to continue that in email.
The local docker network you have is a bit suspicious that it could cause weird issues.