Authorisation Problems.

[Dave-T]

I have DVDFab lifetime licence and since updating to version 10.0.7.2 yesterday, I've been having problems.

Firstly it says my version wasn't registered, so when I typed in my email and password it says I'd need to de-authorise my computer. So I logged into my online account and did this, then relaunched DVDFab and I got the same error message again.

I repeated the process, even uninstalling and reinstalling DVDFab (both 64 & 32 bit versions), logging in and even de-authorising my computer again, but still the same problem.

I even installed an older version of DVDFab, version 10.0.7.1 and now it's telling me that I cannot register my copy at all, as I've deregistered too many times, which you can only do once per year.

Now, I've only ever used DVDFab on one computer, which is my HP desktop. DVDFab version 9 and Passkey are working perfectly and I can only currently run a trial version of DVDFab 10.

Can anyone offer advice?

[signals]

Dave,
Did it say your version wasn't registered or wasn't authorized? If it says you have used them all up, you will need to contact the Support staff, they are the only ones that can investigate this in the customer database. I think you took a wrong step in the process somewhere, it should not have been necessary to wipe out all of your authorizations.Use this link: https://www.dvdfab.cn/contact.htm

[Dave-T]

Hi,

Thank you for your reply.

After updating yesterday, a message appeared "Authorise This Computer" so I entered my registered email and password.

I ripped a couple of discs and after I was done, I switched off my computer. But when I came back a few hours later and started DVDFab again, I got the same message "Authorise This Computer" So I did it several times and the problem still persisted.

So I signed into my DVDFab account and de-authorised my computer. I launched DVDFab again, entered my log in details and it appeared to have worked. But several hours later, the same problem "Authorise This Computer". So I deleted DVDFab, reinstalled it and the same "Authorise This Computer".

I've tried installing an older version (10.0.7.1) but to no avail. Only this occasion The error message now says "You Cannot Authorise This Computer" "You have already authorised 1/1 computer(s) with your account. To authorise this computer, you must first de-authorise another computer, reset all computer licences or purchase a multi-computer licence from DVDFab". But I can't as you only have one opportunity per year.

I only use one computer and the problem only started after the new update. Anyway, I have emailed support, so I'm awaiting a reply.

Thanks,
Dave.

[signals]

I can't explain why the authorization did not stick, but you should have deauthorized from within DVDFab, not from the Member Center. That is designed only as a last resort if your PC crashes and you need to move DVDFab to a new one, that's why you can only do it once a year. What happens if you try to deauthorize from within DVDFab (in the Settings dropdown). If it thinks the PC is not authorized, the Deauthorize option will not be available. You can also try manually authorizing it from there.

[Dave-T]

Hi,

I wasn't aware that de-authorising from the Member Centre would be so problematic, otherwise I would not have done it. But like I've said, the software had been working perfectly until the 10.0.7.2 update. I only ever use the same computer and I've never had any type of log-in or registration problem previously.

I'm now in the unenviable position where the software cannot be used fully. It'll only permit me to run it as a trial user, as everytime I try to sign in, all I get is "You Cannot Authorise This Computer".

I've even deleted Passkey and DVDFab 9, just incase it was causing a conflict.

I've tried older versions of DVDFab 10 including 64 & 32 bit versions, I enter my log-in details but I keep on getting the "You Cannot Authorise This Computer" message.

Anyway, I'll wait and see if I get a reply back from support soon, it's a bit frustrating.

[Mona]

Hi,

I wasn't aware that de-authorising from the Member Centre would be so problematic, otherwise I would not have done it. But like I've said, the software had been working perfectly until the 10.0.7.2 update. I only ever use the same computer and I've never had any type of log-in or registration problem previously.

I'm now in the unenviable position where the software cannot be used fully. It'll only permit me to run it as a trial user, as everytime I try to sign in, all I get is "You Cannot Authorise This Computer".

I've even deleted Passkey and DVDFab 9, just incase it was causing a conflict.

I've tried older versions of DVDFab 10 including 64 & 32 bit versions, I enter my log-in details but I keep on getting the "You Cannot Authorise This Computer" message.

Anyway, I'll wait and see if I get a reply back from support soon, it's a bit frustrating.

Hello,

I need your account info to help check the problem. Please send me a PM.

Also, please post DVDFab internal.log file.

Regards,
mona

[Dave-T]

Hi Mona,

Here's the screenshots.
[admin note: I have removed the screen captures since they contained personal information. I will send them to Mona.]

[signals]

Dave, please attach the DVDFab internal log that Mona requested. It looks like you have tried to authorize the same computer twice. Your only choice at this point may be to use the Deauthorize All button, but wait to see what Mona says.

[Dave-T]

Dave, please attach the DVDFab internal log that Mona requested. It looks like you have tried to authorize the same computer twice. Your only choice at this point may be to use the Deauthorize All button, but wait to see what Mona says.

Thank you.

[Mona]

Hi Mona,

Here's the screenshots.
[admin note: I have removed the screen captures since they contained personal information. I will send them to Mona.]

Hello Dave,

We've done some adjustment, please use your account to authorize again now.

Regards,
mona

[Dave-T]

Hello Dave,

We've done some adjustment, please use your account to authorize again now.

Regards,
mona

Mona, thank you.

It's working perfectly now and updated to 10.0.7.4.

Best wishes,
Dave.

[Mona]

Mona, thank you.

It's working perfectly now and updated to 10.0.7.4.

Best wishes,
Dave.

Hi Dave,

No problem. Glad it is working now.

Problem resolved, topic closed.

mona