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Upgrade to VI failed - help!

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ldeutsch

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Upgrade to VI failed - help!

PostWed Nov 25, 2020 2:10 pm

Martin, I hope you are scanning these today...

I own two HW V perpetual licenses. This morning, I bough one upgrade to a perpetual VI license.

The purchase went through fine and I received an activation code.

I ran the HW VI installer on my computer and it seemed to work fine.

I restarted the computer and started HW VI.

It asked for my activation code and I entered it - and it was accepted.

It then told me I had to "surrender" my corresponding HW V license - this made sense.

I ran the iLOK manager, selected the HW V license for this organ and deactivated it.

I went back to HW WI but it still will not activate.

What am I doing wrong?

I run my iLOK licenses in a cloud rather than having them on a physical dongle, by the way - but this should not matter.

Les
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evertjan

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Re: Upgrade to VI failed - help!

PostWed Nov 25, 2020 2:24 pm

The V6 license is available in the iLOK manager on the TAB All available

You have to move the license to iCloud and then start HW6 again
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ldeutsch

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Re: Upgrade to VI failed - help!

PostWed Nov 25, 2020 2:28 pm

Thanks for the quick replay.

I went back to iLOK manager and indeed there is an HW VI license there to redeem. However, when I type in the activation code it tells me the code has already been used!

It is, of course, the same code I typed into HW VI itself.

AM I still doing something wrong?
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micdev

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Re: Upgrade to VI failed - help!

PostWed Nov 25, 2020 2:30 pm

Hello Les,

I checked your iLOK account and you have both licenses, HW 5 and Haupwerk 6 (so no need to redeem). HW6 is pending until you surrender Hauptwerk 5.

Try this.
- Start iLOK Manager
- Log with your credentials
- Click "your name", left pane
- Click " All licenses"
- Right click your Hauptwerk5 and select deactivated
- Double click Hauptwerk 6 license then click in the lower pane "COMPLETE" and follow the instructions.

Hauptwerk 6 should now be active.

Don't forget to download Hauptwerk 6.0.1.002 available here - https://forum.hauptwerk.com/viewtopic.php?f=10&t=19228
Best regards
François

Virtually sharing my enthusiasm and experience with you
Worldwide technical assistance, consultation and ready to play system.

http://www.HauptwerkConsultant.com

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ldeutsch

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Re: Upgrade to VI failed - help!

PostWed Nov 25, 2020 2:43 pm

Francois,

Thank you for the quick reply.

Indeed, with your help I could find the "surrender" mechanism in iLOK. I went through the steps you listed and was then able to get HW VI to load.

It completed its installation and presented me with the "load" menu.

However, when I selected one of my licenses samples sets, HW informed me that my license was not activated - or that my connection to iLOK was lost.

This is the first time I have seen this error. My network is healthy. I operated in the cloud rather than from a dongle.

Any additional ideas? We are getting closer...

I am upgrading this installation first as it is not the one I use for everyday practicing. My there installation is more critical so I using this one to iron out the bigs.

One more thing, when I received my activation code email, the file it pointed to for installation instructions was for upgrading from 4 to 6 - not from 5 to 6 as indicated in the text. Perhaps there is some documentation I should have but don't know where to find... In any case, you might want to check the links in these emails.

Les
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ldeutsch

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Re: Upgrade to VI failed - help!

PostWed Nov 25, 2020 3:00 pm

Just a thought.

I have two iLOK clouds. One is called "ldeutsch" and the other "ljdeutsch". The installation I am upgrading at the moment should be attached to the "ljdeutsch" cloud. Is there a way I can confirm this? If it is accessing the other cloud, it would have different licenses activated which would result in the same error message, I suppose.

Les
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ldeutsch

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Re: Upgrade to VI failed - help!

PostWed Nov 25, 2020 3:18 pm

I am downloading HW 6.01 no also.

Again, the activation code email I receive this morning pointed to the older version. This is another thing that should be fixed.

I don't expect that 6.01 will solve my problem - but Ill give it a try anyway!

Les
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micdev

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Re: Upgrade to VI failed - help!

PostWed Nov 25, 2020 3:24 pm

Hi,

The one that I checked is ljdeutsch and your Hauptwerk 6 is active. To know which one your're using open Ilock Manager. On the left corner you will see next to the "person" icon your iload ID... Ljdeutchs as Hauptwerk 6 and HW5 was surrender so all is ok with that account. You may want to close and reopen your cloud session. Go to File | Close all cloud sessions then re-open it File | Open my cloud session

Also, what is the exact error message (error #?). Which version of Hauptwerk are you running? 6.0.0.106 or 6.0.1.002 (go to Help | About Hauptwerk... if you downloaded your version using the link provided in your confirmation email you *MUST* download and re-install using this link (as explained in my previous email):

https://forum.hauptwerk.com/viewtopic.php?f=10&t=19228

Hope that helps
Best regards
François

Virtually sharing my enthusiasm and experience with you
Worldwide technical assistance, consultation and ready to play system.

http://www.HauptwerkConsultant.com

AND Hauptwerk Support Manager
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ldeutsch

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Re: Upgrade to VI failed - help!

PostWed Nov 25, 2020 3:48 pm

Francois,

Thank you again. Indeed, installing v6.01 cleared the error and everything appears to be working correctly.

Just to let you and your team know, I am a software and hardware developer myself with tons of experience in digital organs and synthesizers and I have always considered Hauptwerk a top-quality product. The only qualms I have had concern the licensing mechanism. I find iLOK's interface puzzling.

It would definitely help (especially others!) if the email that HW sends with the activation code includes links to the LATEST version of the software (it did not) and a coherent set of instructions concentrating on step-by-step procedures for working in the iLOK manager (the email I was sent had a link that pointed to upgrade instructions from v4 to v6.)

After I fish testing this installation and calm down a bit, I will purchase my upgrade for my second organ.

Thanks again.

Les
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micdev

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Re: Upgrade to VI failed - help!

PostWed Nov 25, 2020 4:06 pm

Glad it is now working.

t would definitely help (especially others!) if the email that HW sends with the activation code includes links to the LATEST version of the software


This as been reported to our webmaster and it should be corrected soon.
Best regards
François

Virtually sharing my enthusiasm and experience with you
Worldwide technical assistance, consultation and ready to play system.

http://www.HauptwerkConsultant.com

AND Hauptwerk Support Manager
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TheoJ

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Re: Upgrade to VI failed - help!

PostThu Nov 26, 2020 4:23 pm

This as been reported to our webmaster and it should be corrected soon.

How was the report sent? Bij carrier pigeon?

Today I still had the same problem.
Also, the iLok step to deactivate the HW5 license prior to surrendering it to HW6 should be added to the upgrade instructions.
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micdev

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Re: Upgrade to VI failed - help!

PostThu Nov 26, 2020 5:02 pm

Hello Theo,

Can you forward me the email that you received today. Sent it to support [at] hauptwerk.com

Thank you
Best regards
François

Virtually sharing my enthusiasm and experience with you
Worldwide technical assistance, consultation and ready to play system.

http://www.HauptwerkConsultant.com

AND Hauptwerk Support Manager

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