TROUBLESHOOTING: I did a manual deactivation but forgot to write down the codes

If you did a manual deactivation, you must communicate us the deactivation code through the manual deactivation web page before you can activate the serial number again:

Note that we are not able to perform the deactivation ourselves, it can only be done from a computer with the activation still valid. It is then very important to do teh deactivation.


Locate the deactivation codes

If you forgot to write down the activation and deactivation codes that were shown in the deactivation window, do not worry as you can still find them. The easiest is to do as follows:

  • search on your boot hard drive for a file with a name that contains "Deactivation Codes". 
  • If you have deactivated for example MovieRecorder, you will find a file named "MovieRecorder Deactivation Codes" (it should be located at the root of the the users folder and start with the name of your application)
  • Open the file with a Text editor (such as TextEdit or TextWrangler)
  • The file is an XML file that holds the history of all the deactivations that were done on that computer.

If you did multiple deactivations, you will see multiple entries in that file, each with the date at which they were done. The last activation is at the bottom. The following example shows that 2 deactivation were done:

<plist version="1.0">
        <string>2015-09-09 07:30:56 +0000</string>
        <string>2015-09-10 06:58:52 +0000</string>
The first deactivation was done on September 9th and the second on September 10th. It is probably the last codes that you need to use. If you had 2 serial numbers active at once in the application (for example if you have an older serial and an upgrade, or multiple channels in MovieRecorder), then the date will be identical, and you need to communicate to us all the deactivation codes for all the serial numbers.
Perform the manual deactivation
Once you have retrieved the deactivation codes, you can enter them on the manual deactivation page:

Note that you don't need to have the serial number ready, but only the activation code and deactivation code.

What if you can't find the deactivation codes file ?
If you reformatted your hard drive, then you won't be able to find that file of course and in that case your activation is lost and you have to submit a ticket to ask for the procedure.


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