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[marcusturle]

I have been using MC on my MacBook Pro for 18 months or so.  I recently purchased a Mac Mini and have installed the latest build.  However, I keep getting the MC trial pop-up appearing on screen and have been forced to restore my license 3 times (I now have 6 restores left but only use two copies - one on the MBP and one on the Mini).

Can someone at JRiver advise please?

[Matt]

That shouldn't happen.  Is the machine name changing?  That's the only thing I can think of.

[marcusturle]

Well it is happening (has just happened again).

What do you mean is the machine name changing? 

[marcusturle]

Could I have some support on this question please?

[JimH]

What is the full version of MC that you use?

Is there anything non-standard about your machine?

Is the date changing?

[marcusturle]

I'm using MC20 - the latest stable build (49, I think).

The registration information tab says I'm unregistered, with 19 days left.  As I've said above, I've restored the licence 4 times now.

I have MC installed on a MacBook Pro which I've been using without this issue for about 18 months.  The Mac Mini is a new 2014 model, standard set up.  I'm not aware of any date or name changing - certainly nothing that I've set myself (at the moment the only thing I use the Mini for is for MC).

[JimH]

Did you change anything around the same time as the problem began?

The build from the top of this board should be fine to use.

[marcusturle]

Not that I'm aware of.

The only thing I've changed is to stop the Mini from sleeping, and to keep the display on.

What would I have had to have changed to cause what you're suggesting?

[marcusturle]

I've installed build 52 but still have the same issue.

If you think something on the mini is causing this, please can someone explain what, and how I can diagnose whether that is indeed the problem?

Thanks in advance.

[marcusturle]

Please can someone at JRiver respond to this urgently.

I have so far used 5 restores and currently only have 5 days left of the trial period which keeps popping up when I open MC.

Thanks.

[Matt]

Please can someone at JRiver respond to this urgently.

I have so far used 5 restores and currently only have 5 days left of the trial period which keeps popping up when I open MC.

Thanks.

I reset your restores.

We don't know what's happening yet.  There must be something special about your machine.  Sorry.

[JohnT]

A couple questions for you in order to help us debug the issue:

1. When you do the restore, does it give you a success message?  After a successful restore, when you go to Help / Registration Info, what does it say for the "Registered To:" field?

2. Is MC19 also installed on the same computer?  We've had previous users who had problems when both MC19 and MC20 were installed.

3. When does it lose the registration?  After restarting the computer?

[marcusturle]

Hi John,

To answer your questions:

1. When you do the restore, does it give you a success message?  After a successful restore, when you go to Help / Registration Info, what does it say for the "Registered To:" field?

I get the standard pop under message and also a confirmation email telling me I've restored the license.  Under Help / Registration Info it says "UNREGISTERED - 5 days left in trial period."

2. Is MC19 also installed on the same computer?  We've had previous users who had problems when both MC19 and MC20 were installed.

Actually, MC19 is still installed on my MacBook Pro (on which I'm not having any MC20 issues), but not on the MacMini (where the problem is).

3. It seems to occur only when I close MC down and re-open.

Hope that helps.

[JohnT]

I get the standard pop under message and also a confirmation email telling me I've restored the license.  Under Help / Registration Info it says "UNREGISTERED - 5 days left in trial period."

Ok, so it installs the license but it doesn't recognize that it's valid for the product you're running.  Are you restoring the license that ends with "-YK599"?

[marcusturle]

Correct

[JohnT]

Please send me a log file:

1. Help / Logging / Enable logging
2. attempt restoring a license
3. Help / Logging / Report problem

johnt at jriver dot com

Thanks.

[JimH]

Make sure you have the correct version installed.