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Problem

I am having trouble entering my User ID and Serial Number into an iolo product I purchased.

Cause

There are a few possible causes for licensing failure:

The computer is not connected to the Internet. An Internet connection must be established for the licensing verification process to complete during installation.

The licensing information is being entered into the incorrect product. Either a different product or different product version is installed causing the license to not be accepted. As an example, using a System Mechanic license to license System Mechanic Professional or a DriveScrubber license to license Search and Recover.

User ID and Serial Number characters are being misidentified. Some letters and numbers to look alike. For example the letter O and the number 0 can sometimes be difficult to distinguish from one another. Any characters mistaken in this manner will cause the information to become invalid and an error message will be displayed.

Resolution

iolo technologies License Translator
To resolve this confusion iolo has implemented a licensing translator to clearly communicate this information. The licensing translator displays a spelled out, phonetic listing of the characters in your User ID and Serial Number; for example, "O as in Oscar" will be distinguished from "Zero".

Click here to go directly to iolo technologies? Translate License page

In addition to the link above there are two methods of accessing the translator:

From your order confirmation email:

  1. Click the Help me enter this information correctly link found directly under the Software Licensing Information. This will take you to iolo?s Translate License Web page, where your information will be automatically copied into the correct fields.
  2. Click Spell it to bring up your translated license information.

From the iolo technologies Web site:

  1. Browse to Support > Quick Solutions > Need help entering license information? This will take you to iolo?s Translate License web page.
  2. Copy and paste your licensing information into the corresponding User ID and Serial Number fields.
  3. Click Spell it to bring up your translated license information.

Manual Entry
If you have purchased your iolo product at a retail store and/or only have a hard copy of your licensing information follow the directions below to ensure proper entry of your User ID and Serial Number.

To enter your licensing information:

  1. In the User ID field, type in the User ID. This is provided on the CD sleeve/case or in the e-mail message with license information. Make sure you completely type all letters, numbers, and hyphens, exactly as shown. This field is case-sensitive.
  2. In the Serial Number field, type in the Serial Number. This is provided on the CD sleeve/case or in the e-mail message with license information. Make sure you completely type all letters and numbers, exactly as shown. (The hyphens will be automatically entered.) This field is case-sensitive.
  3. Double-check the values you entered, and then click OK.

Six common mistakes when entering license information:

  1. Spaces in the User ID, or Serial Number will cause an error.
  2. Make sure you type the entire User ID. If your User ID includes a hyphen "-" and a number at the end, all of this information is necessary.

    Correct: johndoe@domain.com-3

    Incorrect: johndoe@domain.com

    Incorrect: johndoe
    (Not the complete User ID)

    Incorrect: johndoe@domain.com - 3
    (Has spaces)

    Incorrect: JohnDoe@domain.com-3
    (Case does not match; the User ID field is case-sensitive)

  3. If your User ID contains an e-mail address, it must be the original address shown on your invoice. Do not substitute a different e-mail address for the one shown.
  4. Make sure you are entering license information for the version of the product you are using. Old license information is not usable with new versions of the product.
  5. Make sure you are entering license information for the specific product you are using. License information for one iolo product is not interchangeable with another iolo product.
  6. If you still see a message indicating incorrect or invalid licensing information, verify that you typed the license information exactly as shown.

Note: Some characters (such as the number 0 and the letter O) can look very similar. Try double-checking the following: the letters O, l (lower-case L), I (capital i); and the numbers 0 (zero) and 1 (one).

Internet Browser Cache
If licensing information is originally entered with a typo, subsequent entries may be intercepted by the browser cache causing licensing failure. Clearing browser cache before entering you licensing information again will resolve this issue.

To clear your browser cache follow these steps:

  1. Open your Internet Browser.
  2. Select Tools>(Internet) Options
  3. Methods for clearing cache in different browsers differs at this point. Most often it will be found under a Privacy, or Temporary Internet Files tab or heading. Once you have cleared your cache restart your computer to ensure that all temporary files are deleted.
  4. Attempt to license your product again