Licensing Troubleshooting

This page should assist you should you be having issues in obtaining a license key for True Connect. It is assumed you have followed the instructions in the Installing True Connect chapter before reading this chapter.

Once True Connect has been purchased a license key is NOT automatically sent via email, instead the license key has to be applied for using the "Register" button within True Connect.

The following are reasons why a License key might not be issued by the Registration Server:

You have not applied for a license key using the True Connect Configuration Manager. See Purchasing and Licensing
The Registration Server cannot be reached. See New Purchase Registration Connection Issues or Upgrade Purchase Registration Connection Issues
You have already used the two licenses that came with your True Connect purchase. See No Licenses Remaining
You have not purchased True Connect. See No Purchase.

Connection Issues.

If this is the first time you have purchased True Connect please refer to New Purchase Registration Connection Issues.
If you are attempting to upgrade from a previous version of True Connect or are trying to upgrade from True Connect Lite then refer to Upgrade Purchase Registration Connection Issues.

No Licenses Remaining

True Connect entitles the purchaser to two licenses. This means that you can install and use True Connect on both an office machine and at home. If during the registration process you receive the following message...

...then this means that your two license keys have already been used and therefore you are not entitled to a further license key. If you think this message has been issued in error then please contact support@raspberrysoftware.com.

If migrating True Connect from one PC to another due to a new PC purchase for example be sure to De-Register True Connect to re-credit your license count in order to install True Connect onto the new machine. Please refer to the De-Registering chapter.

No Purchase

If during the Registration process you receive the following message then this means that Raspberry Software has no record of your purchase. One reason for this might be you used an email address for the Registration process that was different from the email you used for purchase. The purchase and registration email addresses must match for the Registration process to be successful.