Been working since Nov 2016 fine but now each boot requires me to re-activate. This is on a Mac Pro. What can I look at to verify the license is present or disappearing?
Hello,
that’s weird. License is stored in “/Library/Application Support/AvastSecureLine/config/config.plist” configuration file. What you could try is to:
- Activate SecureLine
- Open its preferences and uncheck “Launch application at user login” checkbox → When main application is closed, menubar application with a licensing logic is closed as well
- Quit main application
- Launch the SecureLine application and see, if the license is still valid. If not, could you please create a support request with a support package attached (Application menu → Help → Avast Technical Support → Generate support package).
If the license would be valid at the point 4), you could try to
- Backup “/Library/Application Support/AvastSecureLine/config/config.plist”
- Quit the SecureLine including the menu bar application
- Reboot and take a look, if the plist has changed
- Launch SecureLine and take a look, if the plist has changed
Could you please let me know what is the state and if I should poll the support for the request?
Best Regards,
Martin
Will do-- starting the suggested check list.
Step 1–activate -done.
Step 2- Uncheck launch at user login - Done
Step 3 - Quit - Done
Step 4 - Launch and check – Still good !
Adding Step 5 – Rebooting - Still Valid
Step 6 - check launch at User Login, reboot - Still Good
When it first started doing this and required an activation the Code was different than the one I used for this troubleshoot. I believe the first code was a ‘temp’ code?
If so I understand the behavior but that still leaves why secure line lost the activation code leaving the activation code field blank initially.
Could CleanMyMac do something (delete a file) ? This is the only thing I’m aware of that was done before the hiccup.
Steve - Tripod2g
I’m now having the same issue…license is active but am getting “re-subscribe” messages when trying to connect.
The aforementioned steps did not clear the issue.
Please advise.
See reply #1, point 4
This returned today 24hrs after last post. See attachment.
I’m now receiving Invalid Code msg when activating using the code sent in Order email.
Avast - My email address changed last nov compared to what has been on your records. Even tho the order for secure line was sent to the correct address and list the correct add could your activation server have the incorrect one and not allow activation with the code sent to the new address? Clearly something is out of sync !
Hello,
it seems that the client under some circumstances forgets the license (likely during the update). I will try to investigate more in the evening and during the weekend.
The licenses seem to be setup properly on our backend and if you try to enter the activation code in the application preferences, the product should accept it and to continue operating as usual.
I deeply apologize for the issue, I will do my best to resolve it.
Best regards,
Martin
Hello,
I tried to follow the steps outlined above (after encountering the 2yr subscription + expiration message combo). However, I can’t obtain the activation code from my avast account: the license is displayed as valid, but when clicking on ‘activation code’, I get ‘ERROR (305) The requested service is not available at the moment.’ - it has been the case for the last two days.
Please advise.
regards,
Konrad
Hello,
the activation code has been sent to you as a part of the purchase confirmation email. Could you please try to look up the email? If not, could you please contact our support team using following form https://support.avast.com/support/home? They can surely find the activation code in our database.
I’m deeply sorry about the inconvenience caused to you,
Martin