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Licensing Not Working

If your CommandFusion iViewer license is not working (or has stopped working for any reason) please follow these instructions:

  1. Check that the Device ID used to register the device matches the one shown in our guiDesigner upload service window when you attempt to load your GUI - Retrieving your Device ID.
  2. Check that you have added the registration code into your GUI and that you have saved the guiDesigner project before attempting to upload it to your device.
  3. Check that each device entry in the guiDesigner Manage Devices section has a unique name. If you have multiple entries with the same name, they may cause issues.

Device ID Discrepancies

If the Device ID being shown in the guiDesigner Upload Service differs from the one you used to register your device, please transfer your device license via the My Account section of the CommandFusion website.

If you have used up your 3 allowed license transfers, but believe you have a valid reason for an additional transfer, then please submit a support ticket with the following information:

  1. Old device ID
  2. New Device ID
  3. Email address the license is associated with
  4. Reason for the transfer

Then we can look at manually processing the transfer the license for you.

Problems After Upgrading iOS Version

Upgrading to some versions of iOS can cause problems to do with iViewer licensing. you may get an error such as:
Registration Not Found
The loaded project does not contain registration data for this device. Page flips and subpages are disabled.

If you get this error then you should follow this procedure:

  1. Obtain your new device ID by following these instructions
  2. Transfer your license under your account to your new device ID. Click here for details on managing your devices.
  3. Add the new licensing details to your project in guiDesigner and re-upload to your device

Following these instructions should result in the license working correctly.

Why has the Device ID format changed?

Since iOS 6.0.1, Apple has removed the ability for apps to access the hardware Device ID that our licensing system was using. So we have built in a new Device ID format just for our iViewer software licensing. Devices that were previously licensed and running iViewer4 should remain licensed without any changes. But in some cases the new Device ID must be used.

We apologise for any inconvenience this may cause, but it is a necessary change due to Apple's privacy concerns related to accessing the hardware device ID and MAC address.

software/iviewer/licensing/license-not-working.txt · Last modified: 2021/05/09 11:13 by jarrod