I went to me account page and clicked the resend button, and the serial number it sent is the same, but it's not formatted the same, it's without the dashes as is seen on the reciept page.

Regardless, I've tried both of them (with and without the dashes) but it's still a no go.l  I sent support an email, but they say it's gonna take 2-3 business days before I can expect an answer, and that really kinda binds me up.  I was hoping to do a quick project over the weekend...

So any other advice?

This is a problem that has come to light today and is affecting some users who have tried to reinstall iClone4. Support have been informed and will look into this urgently.

Please try again shortly in case it is just a temporary glitch in the system.

Apologies for the inconvenience this issue is causing.

I didn;t think about the registry... When I initially tried installing it, I had IC4 still on there and it said I had to uninstall first... I assumed the uninstallation would remove registry settings...  I'll take a nother look at that...

[EDIT]

Nope, it wasn;t the registry...

My issue is similar, but different. I was able to install iClone 4 Pro on my home computer. But then I tried to install it on my office computer. I keep getting the following error message:

"This is not an official serial number. Please contact Reallusion Inc. for further assistance. Setup will be terminated."

This is not a reinstall, but a clean install. I do have iClone 3 Pro on this office computer, but I have not tried installing iClone 4 Pro on this office computer prior to this.

How many computers are we allowed to install iClone 4 Pro?

I have my home computer, my office computer and my laptop that I want to install it on.

Sherif.MyMail

I think your problem and our problem with reinstalling are in fact one and the same... There's something wrong with Reallusion's authentication server, where it authenticates and activates the software.  None of the Reallusion serial numbers are being recognized...  Was you IC4 on your home computer installed prior to today?

Thanks for your reply.

Yes the IC4 on my home computer was installed prior to today. Yesterday if I remember right. Who can remember anything in this fast paced Web world?

Thanks again for the info.

Sherif.MyMail

Total waste of production time until this problem is resolved

I'm afraid the situation is still ongoing. This issue has been reported but being the weekend there is limited support available and it is taking longer than normal to resolve.

There is no need to keep reinstalling on different computers as this won't make a difference. The problem is with the registration servers at Reallusion. Once this issue is sorted, your serial numbers will work fine.

This is without doubt a very unfortunate and untimely situation. I'm hoping that this can be resolved soon but in the meantime, all I can do is offer my sincere apologies for the delay.

Well Peter, I for one am a bit disappointed.  I know at my own software company, if we had a problem of this magnitude, we'd have support staff working on it 24/7 regardless of the weekend.  And it is pretty significant since nobody can install their Reallusion products at all... Oh well, I suppose there's nothing I can do but wait...

I am not sure but i think the problem has occured after the last update.

Anyway... i am a registered user of iClone 4 Standard.

Last week, the Backstage was working very fine.

and now i am getting an error:

Server Error in '/' Application.

---

Runtime Error

Description: An application error occurred on the server. The current custom error settings for this application prevent the details of the application error from being viewed remotely (for security reasons). It could, however, be viewed by browsers running on the local server machine.

Details: To enable the details of this specific error message to be viewable on remote machines, please create a <customErrors> tag within a "web.config" configuration file located in the root directory of the current web application. This <customErrors> tag should then have its "mode" attribute set to "Off".

<!-- Web.Config Configuration File --><configuration>    <system.web>        <customErrors mode="Off"/>    </system.web></configuration>

<!-- Web.Config Configuration File --><configuration>    <system.web>        <customErrors mode="RemoteOnly" defaultRedirect="mycustompage.htm"/>    </system.web></configuration>

This kind of error is on your side, not mine.

When something is not working on your server, i think it should decent to post a notice about this on the forum.

and replies from support are toooooo longggggg.

This will be resolved as soon as possible. Sincere apologies for the delay.