I don't see my license

[JuhaHo]

I bought a temporary license for my laptop yesterday. I got the confirmation email, but I don't see my license on the license server. I guess, it's on somebody else's account. What's next?

[stefan.isakov]

It seems that you have two different accounts.
Please open in your web browser "127.0.0.1:30304" and please click Online licensing>Sign out,
in order to sign out and then again click Online licensing>Sign in, in order to sign in with
your e-mail tied to your trial confirmation so that your license will appear and you will be able to work with V-Ray.
If any issue appears, please send us a screenshot of it.
Let me know if the above suggestion helped you.

[JuhaHo]

It seems, every time I buy a license, a new account is generated. If I do the suggested procedure, is it possible, that my main workstation in the office will stop rendering due to licensing error?

[stefan.isakov]

I can see in our database that your account - j*****ai@pl***t.fi have an active license and it is in use at the moment on a machine called "DESKTOP-GE***DO". Could you please confirm if you still have an issue and send us a screenshot of it?
You can send us an e-mail at support@chaosgroup.com with more information about your accounts and a screenshot of the issue. Thank you.

[JuhaHo]

Thanks Stefan,

Yes it's correct. It's in my office and it should be rendering some animations there while I'm away. However, I bought another short time license for my laptop and got a confirmation email yesterday. I don't see it in my account; I only see the one in my office. That's why I believe, the new license I bought has gone to someone else. That doesn't help my customers at all.

[stefan.isakov]

Yes, you are right. I can see in our database that you purchased yestarday V-Ray for 3ds Max monthly license tied to your other e-mail - j**a.h*****inen@p***o.fi.
If you want to merge or move any licenses from one account to another, please send us an e-mail at support@chaosgroup.com with detailed exaplanation and we will do the nesessary. Thank you.

[JuhaHo]

Thanks,

I think I sent there email earlier this morning, but no answers so far. Whatever You do, please make sure, that it doesn't affect the rendering that is going on back in the office at the moment.

[stefan.isakov]

Could you please tell me what is the ticket number, so I can check it? Thank you.

[JuhaHo]

It's not much use anymore. I was on phone with customer and they told I missed the deadline, because I could not render the final scene.

Would it be possible to improve the licensing in a way that this wouldn't happen anymore?

[JuhaHo]

Could you please tell me what is the ticket number, so I can check it? Thank you.

The ticket number is 338-853-5308.

Is there any development on this. I would really need to get my license running. I have next project waiting and I hope this could be solved soon so I wouldn't cause any further damage to other customers too.

[stefan.isakov]

I am sorry. I am still not aware if you make it to sign in with your new account and activate the license on the web page "127.0.0.1:30304"?
I can see that my colleague Borislav is working on your ticket and proposed you merge the two accounts. Also, he proposed you sign in with the correct account as I did suggest above. Could you please confirm if you tried to sign in with the second e-mail you last purchased the license with?
Is it possible to send us a screenshot of the web page "127.0.0.1:30304" or at least confirm if you tried to sign in with your second account? Both accounts are not merged at the moment or connected and this will not cause your render to stop.
When you use a second e-mail different than the one you used to purchase
the license the first time, a new account is created and you will need to sign in with the new account in order to activate your newly purchased license. Most probably in your confirmational e-mail of the purchase, you received a clear instruction which accounts purchased the new license and how to sign in.
Please let me know what is the exact issue at the moment, so we can help you fast.

[JuhaHo]

I don't know anything about other account. As far as I know, I have one account and I don't see the new license there. To avoid further harm to customers, I humbly appeal to get the purchased license working.

[JuhaHo]

Thanks,

I just got the license up. Unfortunately too late for the project. It would be a good idea if You would change the procedure, so it wouldn't happen again. If I rent a car for instance, I usually get the keys for it.

[JuhaHo]

It seems other software vendors are having similar difficulties. Here's what I get when opening 3DS Max 2022 today.

[JuhaHo]

I have a new one. This I get ocassionally. Could it be possible that this is caused by very poor data connection we have at this corner of earth - some timeouts, when V-Ray is checking the license.