[Resolved] Why did my Lumion license get inactivated?

Author Topic: [Resolved] Why did my Lumion license get inactivated?  (Read 47 times)

elainexie3788

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[Resolved] Why did my Lumion license get inactivated?
« on: August 09, 2018, 12:32:00 am »
August 09, 2018, 12:32:00 am
I purchased Lumion on 29-Jan-2018. Today the Lumion application is reporting that the license key is invalid and, when trying to add the license key to my profile today, I received a message stating "The license does not exist, is not valid or is already registered to this account".

How do I re-activate Lumion?
How do I enter the paid license info into my profile?

Re: Why did my Lumion license get inactivated?
« Reply #1 on: August 09, 2018, 01:10:33 am »
August 09, 2018, 01:10:33 am
Hi elainexie3788

I'm sorry to hear that there is a problem with your license.  I also tried adding your license to your Support Center Account and it fails.

1. Would you mind attaching a screencapture of the message on screen in Lumion.

2. Also what is the name of your PC, is it 'CAD5'?


3. Have you used the Lumion 8 Pro Trial?

If you have, it is possible that you have installed the full V8 over the Trial install, and this is causing start up problems.

To find out, please check in Windows -> Control Panel -> search or browse for any Lumion 8 Pro Trials listed as installed.

If there is then you need to:
1. Uninstall the Lumion 8 Pro Trial (from Control Panel).
2. Delete any Lumion 8 Pro Trial installer files (these are no longer needed).
3. Install Lumion from your full version download for V8.

Let us know if that works or not.

4. And if not then:
Please zip + send the 'hosts' file from "C:\Windows\System32\drivers\etc" to [email protected] Thanks in advance.

Re: [Awaiting Reply] Why did my Lumion license get inactivated?
« Reply #2 on: August 09, 2018, 01:15:13 am »
August 09, 2018, 01:15:13 am
ps: I have also contacted our USA office to advise.

elainexie3788

    Reputation: 0
Re: [Awaiting Reply] Why did my Lumion license get inactivated?
« Reply #3 on: August 09, 2018, 02:01:52 am »
August 09, 2018, 02:01:52 am
Thank you for your quick response!

Yes, the PC name is CAD5.
Attached is a screenshot of the Lumion error message.
The only Lumion-related application listed in Porgrams and Features is Lumion 8.0. I do not believe the trial version was ever installed on this Windows 10 (ver. 1709) system.

I will try to call the USA support team tomorrow.

Re: [Awaiting Reply] Why did my Lumion license get inactivated?
« Reply #4 on: August 09, 2018, 02:06:50 am »
August 09, 2018, 02:06:50 am
OK, thanks for the update.

It looks like you missed step 4. unless it is on the way.

I have already emailed our office, so we can update once the office opens (your) tomorrow.

Re: [Awaiting Reply] Why did my Lumion license get inactivated?
« Reply #5 on: August 09, 2018, 10:36:55 pm »
August 09, 2018, 10:36:55 pm
Resolved via email.