My license is not activated

Fabien Roquet's Avatar

Fabien Roquet

11 Aug, 2020 03:12 PM

Hello,
I have a funny bug. I have bought the license for Path Finder 9 on November 2, 2019 and it worked well for a while. But recently, the license keeps getting forgotten. When I re-enter the code, it get activated but then it gets deactivated soon after.
Could you help me please?
I use a macbook pro retina 15-inch (mid 2014) and have MacOS Mojave, version 10.14.6
Best,
Fabien

  1. Support Staff 1 Posted by Path Finder Sup... on 13 Aug, 2020 02:28 PM

    Path Finder Support Team's Avatar

    Hi Fabien, 

    May I ask you to follow the instruction and check if the issue still persists: 
    1. Delete Path Finder and its traces according to the article: 
    http://support.cocoatech.com/kb/installation-and-compatibility/how-...
    (The AppCleaner option is highly recommended)  2. Download the latest version of the app from our site
    3. Launch Path Finder and move it to the Apps folder as the app suggests

    Let me know how it goes!

    Best Regards, 
    Mary
    Path Finder Support Team 

  2. Path Finder Support Team closed this discussion on 13 Aug, 2020 02:28 PM.

  3. fabien roquet re-opened this discussion on 17 Aug, 2020 07:13 AM

  4. 2 Posted by fabien roquet on 17 Aug, 2020 07:13 AM

    fabien roquet's Avatar

    Hello Mary,
    I did what you told, but I still get the issue. I enter the activation key. It says that the key is activated. But on next launch, it asks again the key and obviously the license has not been saved.
    Best,
    Fabien

  5. Support Staff 3 Posted by Path Finder Sup... on 18 Aug, 2020 06:34 AM

    Path Finder Support Team's Avatar

    Hi Fabien, 

    I see, thank you for the update!

    Could you send us a sample (a snapshot) of Path Finder process in a separate file when such reverting happens? This will enable us to analyze what happens with the application.

    Here's how to get it:
    1. Open Path Finder and reproduce the problem during the sample collection.
    2. Open Activity Monitor from the /Applications/Utilities folder.
    3. Select Path Finder in the process list. To help making a selection, type "Path Finder" in the Filter field.
    4. Click the Sample Process button in the toolbar - this will open a new window entitled "Sample of Path Finder" and a sample of the process is collected.
    5. Click Save and save the sample file.
    6. Close (Command-W) the Sample window opened in step 2.
    7. Send the sample file saved in step 5 to us.

    Looking forward to your reply!

    Best Regards,
    Mary
    Path Finder Support Team

  6. Path Finder Support Team closed this discussion on 18 Aug, 2020 06:34 AM.

  7. fabien roquet re-opened this discussion on 09 Sep, 2020 02:33 PM

  8. 4 Posted by fabien roquet on 09 Sep, 2020 02:33 PM

    fabien roquet's Avatar

    I did what you suggested, with no success.
    I still can’t enter my license code, and now for some reason it’s even worse as I cannot even open the program anymore. Yet, I paid for it (see [Order #36591-2020] (November 2, 2019)).
    In all the years I have had PathFinder I never experienced anything like this.
    So, what should I do?
    Best,
    Fabien

  9. 5 Posted by fabien roquet on 10 Sep, 2020 07:40 AM

    fabien roquet's Avatar

    Dear all,
    It actually works now, licensing and program. Please disregard my last message.
    Best,
    Fabien

  10. Path Finder Support Team closed this discussion on 10 Sep, 2020 08:06 AM.

  11. Path Finder Support Team re-opened this discussion on 10 Sep, 2020 08:08 AM

  12. Support Staff 6 Posted by Path Finder Sup... on 10 Sep, 2020 08:08 AM

    Path Finder Support Team's Avatar

    Hi Fabien,

    Great to hear that! 

    Should you have anything else you'd like to address, please feel free to write us back, and we will be happy to assist you.

    Best Regards,
    Mary 
    Path Finder Support Team

  13. Path Finder Support Team closed this discussion on 10 Sep, 2020 08:08 AM.

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