11 Replies Latest reply: Mar 25, 2011 5:45 AM by ionlab RSS

    Unable to Verify License

    NoteSync Community Member

      A Ubuntu user is getting the following error message:

       

      "Your license can not be validated.  Please check your internet connection and try again."

       

      The user has already purchased a license and has installed the app on Windows XP.  She should get three licenses, however she cannot verify the license on her Ubuntu machine.  Is this a known issue?

       

      Thanks!snapshot1.pngsnapshot2.png

        • 1. Re: Unable to Verify License
          Shikha Bhargava Adobe Employee

          Thanks for including the screenshots in your forum post. It should be working fine on Ubuntu but we’ll verify it on our end just to make sure and we’ll get back to you. However this error would normally would occur when the end-user’s computer doesn’t have network connectivity to our service (either due to a connectivity problem or a restrictive firewall). Therefore, please confirm (if you can) that the user has outbound connectivity by asking them to open a browser from the Ubuntu machine to https://license-check.adobe.com. If they do indeed have connectivity they’ll see a simple text page that says “license-check.adobe.com”

          • 2. Re: Unable to Verify License
            Shikha Bhargava Adobe Employee

            Can you also confirm which version of Ubuntu being used here?

            • 3. Re: Unable to Verify License
              NoteSync Community Member

              They are trying the URL http://license-check.adobe.com/ and we will let you know.

               

              However, I am trying http://license-check.adobe.com/ on my development machine and can't access the page and my license cannot be verified either.  Is the service working correctly?

              • 4. Re: Unable to Verify License
                Shikha Bhargava Adobe Employee

                The correct URL is https://license-check.adobe.com

                 

                Please try it and get back to me.

                • 5. Re: Unable to Verify License
                  turbidity Community Member

                  I'm also having this problem, but on a straight up installation of a free app I developed. I can hit the URL you provide and see the text on the page. However, after installing my app, the app can't resolve the license. This is the first build I've put up of the app and the version numbers match. Is there anything else I can try other than just uploading another build?

                  • 6. Re: Unable to Verify License
                    rpaliwal Adobe Employee

                    turbidity:

                     

                    Can you check the value of the applicationKey parameter in the checkLicense() call and make sure that its a proper GUID and does not contain any non-hex characters.

                    For example it should look something like this (in structure, not the values): e08c5839-86e4-4886-bd1e-10b9dafd9a96 and should only have characters from 0-9, a-f

                    If it does not look like the above, please use the tool on the portal to generate one for you.

                     

                    • 7. Re: Unable to Verify License
                      turbidity Community Member

                      Thanks for the suggestion. I have my license key and it doesn't have any non-hexidecimal characters in it. It's in the pattern of this:

                      "XXXXXXXX-XXXX-XXXX-XXXX-ADE3459C4829"

                       

                      I don't see a way to tell if that is the key that is associated with the app. It's what I pulled out of the InMarket process. My call for the license check looks like this:

                      licenseManager.checkLicense( this, MY_APPLICATION_KEY, true, false );

                       

                      That call is being made from the main application file in the onCreationComplete handler.

                       

                      Should I just republish and see if that helps, or is there something odd with what I'm doing? And if I use a new key, do I go through like I'm publishing a new app or update the app?

                       

                      Thanks.

                      • 8. Re: Unable to Verify License
                        turbidity Community Member

                        Interestingly enough, I tested on another machine and it is working . I'm wondering if the license check was being blocked by something or was a momentary problem when I first tested. I will do some more testing and report back.

                        • 9. Re: Unable to Verify License
                          turbidity Community Member

                          So, I installed the app on 3 more computers. Two of the computers worked fine right off of the bat. One computer threw the same error message on the first run, then on the second run of the app it ran just fine. I'm not sure if this is something to do with the app not getting Internet access immediately or the InMarket license server not responding in a timely fashion or a meddling firewall. Though if it were a firewall issue, I would expect the firewall to open a prompt about access or to block it continuously, and not only on the first attempt. On the computer that worked on the 2nd try, we had just installed AIR 2.5.1 right before installing. On one of the computers that worked right away, I installed AIR as part of the application installer.

                           

                          It's worrisome that the results were different between different machines, as troubleshooting issues based on computer setups is not fun. Does anyone have any theories or have they run into this behavior? I don't have an explanation that covers all the cases I've encountered. Thanks!

                          • 10. Re: Unable to Verify License
                            ionlab Community Member

                            We have the same issue. We are able to access https://license-check.adobe.com/ it says -> activation

                             

                            we have also used the MY_APPLICATION_KEY generated from InMarket.

                             

                            still it shows unable to verify license. Any ideas?

                             

                            My location is Bangalore, India. Hope it is not region specific?

                             

                            Using windows 7 64bit.

                             

                            Appretiate any help on this.

                            • 11. Re: Unable to Verify License
                              ionlab Community Member

                              We were able to fix this. There was some mistake in the "update url"