Licensing Help "Not Eligible to Run Arena"

[Full Spectrum]

Hi all,

Running into a mission-critical bug.

Pre-covid, we had a computer set up with Arena 7.1.0 for a show which went into deep-freeze. Now, over 500 days later, we've come back to the same computer and attempted to reactivate but have run into some serious problems.

1. Resolume cannot connect to the server. (The computer HAS internet, Firewall completely off, but still no server connect) So we couldn't verify the license, nor could we unregister, as both needed internet connection. It was no problem, however, as we simply went into the public documents and deleted the registration manually and did the offline activation.
2. HOWEVER, following a manual reactivation, we got this error: "The license on this computer (computer name) is not eligible to run Arena (7.1.0). Oddly enough, it says "You will receive all software updates until 31 December 1969". On my account, it says that I am paid through updates for version 7.3.2, or Apr 2, 2021.
3. SO I uninstalled Resolume. And installed 7.3.2, did offline activation, but have the same issue. Only this time it says "not eligible to run Arena (7.3.2).
4. I've then tried uninstalling and went back to 7.1.0, but still the same problem. Any ideas? We have a fast turnaround on this show and need to be up and running asap!

I assume the problem is that for some reason, the offline activator is spitting out a registration that is dated (incorrectly) to 1969 instead of 2021, which is causing EVERY version of Resolume to fail. Because, you know, Resolume wasn't around in 1969...

HELP!

Thanks,

[Zoltán]

Looks like your license is not registered to any machines currently.
I guess what happens is that your user is not able to update the registration file on the computer because of insufficient permissions, so Resolume is stuck in this state.
Try manually removing the Registration folder:
Mac: Macintosh HD/Library/Application Support/Resolume Arena
Windows: C:\Users\Public\Public Documents\Resolume Arena
and C:\ProgramData\Resolume Arena

then re-install Resolume with the version your license is eligible for.
This after this, you should be able to register again.

[Full Spectrum]

Hi Zoltán,

Thank you (as always) for your prompt reply!

I did indeed try manually removing the entire registration folder, in both Public Documents and User Documents. And reinstalled Resolume twice.

This was my order:
Uninstall Resolume 7.1.0
Deleted C:\Users\Public\Public Documents\Resolume Arena\Registration
Deleted C:\Users\[MyUsername]\Documents\Resolume Arena
Install Resolume 7.3.2
Offline Registration Process

And still it doesn't work. It shows that my software updates are good until 1969.

I did NOT manually remove the C:\ProgramData\Resolume Arena folder. I can try that next.

However, I want to ask if there are ANY other suggestions you have. Or temporary work arounds?

Due to Covid restrictions, I cannot access the theatre except during very specific hours. The next time I am able to enter the venue, we will be about to start filming! I don't want to hold up the film shoot by troubleshooting. I hate to pester you, but can we assume, for the sake of argument, that repeating the uninstall & reinstall process BUT with also removing "C:\ProgramData\Resolume Arena" doesn't work? If so, what should I do?

Thank you so much.

[Zoltán]

I did NOT manually remove the C:\ProgramData\Resolume Arena folder. I can try that next.

Yes, please

The v7 license in your account with your forum email address is not registered to any machines currently, so after cleaning the registration folder, you should be able to re-register.

Your latest eligible version for your license is 7.3.2. You can get the installer for that from the bottom of our download page.

Also, make sure you use your v7 license to register, the one which begins with "RSLM-"

The connection to the Resolume servers should be fixed too, Resolume needs to check the offline registration too, at least every 30 days.

[Full Spectrum]

Hi Zoltán,

As always, your help was invaluable, thank you.

My suggestion, perhaps in the documentation you could make clear about that hidden programdata folder. I found a forum post that told me the registration was ONLY located in the public documents location.

Also, just a heads up, when I first tried to do as you suggested, it gave me an error that it could not write the registration to the disk, but I tried again and it worked.

Anyway, thank you. Resolume's legendary tech support came to the rescue again. As of this week, I've had the chance to use Resolume in four countries and across the US, and I have no intent to defect to D3, Watchout, or any other system.

Best,
David

[Zoltán]

The folders are all listed on our support page here: https://resolume.com/support/en/directory-list

Great to hear it worked out!