Stefano Crivellaro

How are you working with regards to your connection?  If you're switching wifi locations, or using a mobile, then it might be a problem with you changing your MAC address for example.

It might also be a problem related to your anti-virus, so make sure that Studio is properly whitelisted.

If you still can't solve it then I suggest you log a support case. 

gateway.sdl.com/liveagentlicensing

You have two options:

1. Submit a case using a webform
2. Use live chat to get a licence reset

You want to use the first option and make sure that you refer to this thread so the teams can see what you have tried already.  Best not to just ask for a reset because this won't get to the root cause of your issue.

Stefano Crivellaro

How are you working with regards to your connection?  If you're switching wifi locations, or using a mobile, then it might be a problem with you changing your MAC address for example.

It might also be a problem related to your anti-virus, so make sure that Studio is properly whitelisted.

If you still can't solve it then I suggest you log a support case. 

gateway.sdl.com/liveagentlicensing

You have two options:

1. Submit a case using a webform
2. Use live chat to get a licence reset

You want to use the first option and make sure that you refer to this thread so the teams can see what you have tried already.  Best not to just ask for a reset because this won't get to the root cause of your issue.

Hi Paul,

Thanks for your reply. MAC address? Well, most PCs have at least two MAC addresses, one for the WiFi card and one for the wired LAN card. So the MAC address can change even when you are not switching between different  WiFi connections, because you may also use the wired LAN card. So if SDL bases license authentication on *one* MAC address, how does that account for possible switching between WiFi and LAN while at home?

My antivirus has not changed over the last year or so, and SDL has always worked fine until I downloaded and installed its latest update...

I'll check with tech support.

Thanks

Best

Stefano

Stefano Crivellaro

Stefano Crivellaro said:

MAC address?

Yes, MAC address:

Stefano Crivellaro said:

My antivirus has not changed over the last year or so, and SDL has always worked fine until I downloaded and installed its latest update...

Exactly.... and I'm wondering why you even bother with an AV if it's not changed over the last year or so?

Hi,

thank you for the link to the knowledge base article, that clarifies the MAC address matter.

AV "has not changed" meant that I have not changed my AV software, it did not mean that I have not updated my AV software.

Greetings

S.

Stefano Crivellaro

Stefano Crivellaro said:

AV "has not changed" meant that I have not changed my AV software, it did not mean that I have not updated my AV software.

So why wouldn't you check that the latest update is properly whitelisted, or that at AV update hasn't started to pick up and cause a problem for you?  It's worth doing because if the problem is not related to you changing your MAC address then the support team will probably look there next anyway.

However... do log the case.

Thanks, I'll try to reproduce the issue and if I can't come to a sensible explanation, I'll log a case.

Regards

S.