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FAQs

Troubleshooting common 1PC licence activation issues.

Activation Failure

Online licence activation may fail for several reasons:

Internet Connection Problems

If the software cannot connect to the activation server, you will receive:

"The remote name could not be resolved: 'secure.sidrasolutions.com'"

Solution: Check that your Internet connection is working. Open a web browser and verify you can access web pages. If your connection is not working, fix it and try activating again.

Firewall or Network Blocking

You may have an Internet connection, but firewall or network policies prevent the activation information from being sent or received.

Solution:

  • Check with your IT department about firewall settings
  • The activation web service address is: https://secure.sidrasolutions.com/solo/webservices/XmlActivationService.asmx
  • Standard port numbers are used and proxy settings are obtained from Internet Explorer

Incorrect Licence ID or Password

The message "Invalid License ID or Invalid License ID/Password combination" will appear.

Solution: Check your STORE Account for the correct Licence ID and Password.

Version Mismatch

If you use a valid Licence ID and Password from a different SIDRA INTERSECTION version, you will see: "SIDRA INTERSECTION cannot be activated using the Licence ID that you have entered. The Licence ID corresponds to a different SIDRA INTERSECTION version or a different product."

Licence Already Activated

This occurs when:

  1. Multiple licences: If you have more than one licence, check that you specified the correct Licence ID (one that is not already activated).

  2. Moving a licence: If you want to move a previously activated licence from another computer, you must deactivate it on the other computer first.

  3. Blocked response: An online activation may appear to have failed due to the response from the activation server being blocked by your firewall. If the activation was actually processed successfully, subsequent activation attempts will show the licence as already activated.

Solution: Contact us for help with resetting your licence activation status.

Licence Blacklisted

Error message "Web Service Error Number 5017" may appear when activation has failed because the Licence ID has been cancelled.

Solution: Check the most recent information provided to you for your current licence details, or contact us.

Still Having Issues?

If you are still unable to activate the software after checking all the above:

  1. Try the Offline Activation method
  2. Contact Technical Support for assistance