Product De-activation

Michael Thornberry's Avatar

Michael Thornberry

05 Feb, 2016 02:31 PM

I have a situation where I installed EMS on a virtual machine a few months back and that VM is no longer among the living. I'm trying to move that license to my new VM using the directions in the FAQ:

> Q. Can I move my license from one computer to another?
> A. Yes, use the "Deactivate License" function in the product and then install, and activate on the second computer.

But I can't find the "Deactivate License" function in the new installation (possibly because it's in Trial mode)

What I've done:

Installed the app
Entered my key
Got the message: Product activation for Electric Mobile Studio 2012. Electric Mobile Studio 2012 has already been registered on another computer. Please contact electric plum support for further information.(Error = -25005)

When I open the License tab, I get that same message, and the option to Purchase or Activate Now, but when I click that button, the Manual Activation Wizard button is greyed out, and my only option is to Active using the license I already entered, and then, of course, I get the aforementioned message.

When I restart the app, I get the message: Product activation for Electric Mobile Studio 2012. Failed - unrecognized error code: -1 Please be sure you have a valid Internet connection and that all virus scanning, firewall, and proxy server software is temporarily disabled.

This is probably because I'm behind a VPN and / or, my virus software cannot be shutdown (it's a group policy setup by corporate).

What are my options in this situation?

  1. Support Staff 1 Posted by Shaun Sullivan on 05 Feb, 2016 08:29 PM

    Shaun Sullivan's Avatar

    Hi, pass along your order number and we'll get you squared away.


  2. 2 Posted by Michael Thornbe... on 05 Feb, 2016 09:08 PM

    Michael Thornberry's Avatar

    Good evening, Shaun,

    The order number is #ST79975432.

  3. Support Staff 3 Posted by Shaun Sullivan on 05 Feb, 2016 10:45 PM

    Shaun Sullivan's Avatar

    All set, please try activating in about 15 minutes.


  4. 4 Posted by Michael Thornbe... on 08 Feb, 2016 03:07 PM

    Michael Thornberry's Avatar

    That worked! Thanks, Shaun!

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