SYNCING HAS STOPPED WORKING ON MY LAPTOP

royce's Avatar

royce

02 May, 2018 11:29 PM

I am away from home and syncing (via Dropbox folder) has been working fine on my laptop for the past 2 weeks

However, today (using my laptop) I somehow caused MD to lock up and it stopped responding. I then restarted my laptop in the hope this would fix the not responding problem, but now MD starts in Demo mode, asking for my license key.

My license key is recorded on my primary PC at home, which I don't have access to, as i am away from home.

Can MD support please either unlock MD from demo mode, or email me my license key, so I can get syncing again using the full MD system.

I am on Windows 10, and MD 2017.7.1(1671) on both my laptop and home PC.

Thanks
Royce

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  1. 1 Posted by derekkent23 on 03 May, 2018 07:40 AM

    derekkent23's Avatar

    I am not support staff, just a user.

    Try entering the email address you used to purchase Moneydance into the lost key? box at https://infinitekind.com/purchase

    Hope this helps

  2. 2 Posted by royce on 03 May, 2018 11:51 PM

    royce's Avatar

    Thanks Derek
     I received my license key by email ok, but after entering this key into my laptop (secondary pc), I get the message "The license key you entered is incorrect. Please try again"
    So I am still stuck in Demo mode on the secondary laptop pc
    Any further ideas?
    Royce.

  3. 3 Posted by derekkent23 on 04 May, 2018 07:20 AM

    derekkent23's Avatar

    I am not support staff, just a user.

    are you sure you entered the key correctly, try copy paste.

    Your licence key is valid for the version you purchased plus the next version. So if you purchased 2015 or 2017 then its strange it's not working in 2017.7.1(1671)
    Try checking the key in the upgrading? box at https://infinitekind.com/purchase

    Hope this helps

  4. 4 Posted by royce on 04 May, 2018 08:27 AM

    royce's Avatar

    Thanks again Derek.
    I entered my lisense key for v2012 purchased April 201`2 and got the message "your lisense key entitles you to a discounted upgrade (which i did in Oct 2016).
    I then entered my v2017 lisense key( for the umteenth time) and got the message "Sorry, I didn't recognise your key" "
    I then copied and pasted the v2017 key as you suggested. This gave me the messag "Sorry - no lisense keys were found for that email address - talk to our support staff if you know that to be incorrect."
    I think there may be 2 possible problems:
    1) I changed my email address last year and MD doesn't recognise me new one, or
    2) MD doesn't allow the key to be entered from a secondary pc.
    What do you think?
    Royce

  5. 5 Posted by derekkent23 on 04 May, 2018 10:34 AM

    derekkent23's Avatar

    I am not support staff, just a user.

    I found your last post confusing.
    This statement does not make sense to me
    “I then copied and pasted the v2017 key as you suggested. This gave me the messag "Sorry - no lisense keys were found for that email address - talk to our support staff if you know that to be incorrect." Are you sure you did not mean you copied your current email address into the Lost Key box at https://infinitekind.com/purchase then the message would make sense. The system can only return a key based on the email address you used when you first purchased. If that email address is no longer valid you can’t use that method to recover your key.
    My suggestion “try copy paste” was based on coping you 2017 key and pasting it into Moneydance to avoid typos.

    A valid key for the version of Moneydance you have can be entered into all the computers you have in your household.

    Hope this helps

  6. 6 Posted by royce on 05 May, 2018 05:05 AM

    royce's Avatar

    Hi Derek,
    Sorry for the confusion.
    I used the Lost Key function and got my key emailed to me ok.
    When I used this key (using the copy and paste function), I got the message "Sorry -no lisense keys were found for that email address."
    I also entered the key into the Upgrade Function as a test, and got the message "Sorry, I didn't recognize your key.
    I am using a different email address to the one when I purchased the key, but this old email address is set to redirect all messages to my new email address. This redirection order is working fine for all other emails.
    So, I am still stuck in demo mode on my secondary pc.
    Royce

  7. 7 Posted by derekkent23 on 05 May, 2018 10:38 AM

    derekkent23's Avatar

    I am not support staff, just a user.

    I am still confused.

    You state

    “I used the Lost Key function and got my key emailed to me ok.”

    Is the key you have been emailed your 2012 or 2-17 key?

    Then you state.

    “When I used this key (using the copy and paste function), I got the message "Sorry -no lisense keys were found for that email address."

    I could understand the message if you were entering your key into the lost key box at https://infinitekind.com/purchase

    Is this what you are doing?

    You should be using copy and paste to enter you key into Moneydance as follows.

    You need to enter your license key to "unlock" the trial limitations.
    You can select Help --> Register Moneydance to enter the license key.
    To check if the program is registered, you can navigate to Help --> About Moneydance (Moneydance menu on a Mac). In the window that opens you'll either see 'Unregistered' or your license key will be displayed.

    Hope this helps.

  8. 8 Posted by royce on 05 May, 2018 02:35 PM

    royce's Avatar

    Thanks Derek again.
    Problem now solved. I replied to the email sent by MD giving me my lisense key explaining the issue and asking for help.
    I got a reply from Jenny at MD support. It transpired that MD support had left a character out of my lisense key number.
    Of course when the full correct number was entered, I got out of demo mode ok.
    If I had known that the lisense key was available from the Help - > About drop down list, we both could have saved a lot of time and worry.
    Thanks again
    Royce

  9. royce closed this discussion on 07 May, 2018 05:14 PM.

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