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Update on License Key Issues

Posted: November 17, 2012 at 8:42 am


Darren Ethier

November 17, 2012 at 8:42 am

Hi there,

I’m one of the core developers for Event Espresso and my job responsibilities include the systems and code for our licensing and automatic update system. I want to apologize for all the issues with the license key system that we’ve been experiencing over the last few weeks. Last week, we thought we had nailed a final fix and we completed a site-wide reset of all license keys but that did not completely work as expected for some of you. We want you to know that we’re working hard on this and we’re currently testing a fix that looks like it may resolve the false “Your License key is Invalid” or “Your license key cannot be used on more than one domain” type of messages.

I understand the annoyance factor with these messages when you know the license key IS in fact valid, and it certainly is a pain to have to request a reset and then go through the exercise of re saving your key in your Event Espresso General Options page ( as outlined in the instructions here ). However, in the meantime, our reset license key tool is the primary utility we have for restoring the key and getting rid of that message. Rest assured that these messages do not affect the operation or functionality of Event Espresso or any of its addons in any way. The site-license-key provides access to automatic updates and helps our support staff identify and validate the domains we are supporting.

Until we get the fix out, I hope you’ll bear with us when you get these messages. You can dismiss them using the “dismiss” link in the window that pops up or you can request a reset as before and our excellent support staff are doing resets as soon as we see them. Right now, we are NOT requiring payment for any reset requests until we get this fixed. To submit a request, just click on the “request reset” button next to your site license key on your profile, then in the popup window put a simple explanation and then click the submit button. The next screen will show payment options, ignore them and close the window, and we will still receive your request.

As always, regardless of what the message says on your WordPress install, you are still able to manually update any of your Event Espresso plugins by downloading them from your profile and uploading them to your site. If you are uncertain how to do this, follow the instructions on this page.

Once we have the fix ready, I’ll be posting instructions for how to apply it. Again, we apologize for the inconvenience of these issues and want to reassure you we’re working hard on testing the fix for this. If all goes well, I’ll be updating with a new post early next week.


Annie

November 20, 2012 at 1:04 pm

I keep getting a license error message. I tried to do the reset, but it’s requesting a fee of $10. I don’t want to pay $10 for an error.


Jonathan Wilson

November 20, 2012 at 2:02 pm

Hello Annie,

I have reset your license key. Please remove the key from the field in your settings, save, then reenter the key and save again.


isawilldupage

November 20, 2012 at 2:05 pm

Mine is doing the same. Please reset mine as well. Thank you.


MIKE ST MARIE

November 20, 2012 at 2:48 pm

I agree with Annie. I just shelled out nearly $200 for this and now I have to drop another $10 to fix a programming error? I don’t think so.


isawilldupage

November 20, 2012 at 2:50 pm

Just ask. These guys are incredible. They reset mine within minutes of me asking. All is well now. Just ask.


MIKE ST MARIE

November 20, 2012 at 3:59 pm

Do I need a VIP badge to have this done?


mangoman

November 20, 2012 at 5:18 pm

Wow. I happened upon this topic and am shocked at the comments. Please, show a little courtesy, patience and respect to the developers. They have always been helpful and you can expect that they will work to resolve your dilemmas & issues responsibly and promptly.


Josh

  • Support Staff

November 20, 2012 at 6:01 pm

Thanks mangoman,

We’ve been working on the fix and testing, and so far so good. We realize it’s a pain to not have the auto-updates work as expected, but we’re hoping that what we are working on today will resolve this issue for our customers.


Annie

November 20, 2012 at 7:23 pm

Thanks Jonathan! The error went away.


Darren Ethier

November 20, 2012 at 7:54 pm

Again to reiterate what I stated in my original post, while we are fixing this (and rolling out the fix), we are not expecting payments for reset requests. To submit a request click the button next to the license key on your user profile page, fill out the form and then click submit. The next screen that will show up after submitting will contain payment gateway selection options. At this point just close the window and we’ll still receive your reset request. If all goes well (as it has so far with testing), we’ll be making an announcement about the fix for the license key issues tomorrow.

  • This reply was modified 8 years, 2 months ago by  Darren Ethier.


Chris

November 21, 2012 at 1:22 am

My respect to you guys.

You are doing a great job and your support is always excellent.
Event Espresso made my business much more easier and for 200 $ I could never ever develop a tool like this by myself.


Jonathan Wilson

November 21, 2012 at 8:50 am

Thank you guys for your patience and your comments. We appreciate each of you.

If any of you are still having issues with your license keys, please let us know and we will resolve them as quickly as possible.


hccdev

November 21, 2012 at 9:37 am

Please reset mine too.


Jonathan Wilson

November 21, 2012 at 12:38 pm

Hello Andrew,

I have reset your license key. Please remove the key from the field in your settings, save, then reenter the key and save again.


Bryan Wolfe

November 21, 2012 at 4:21 pm

Hi Jonathan, would you mind resetting my license key as well? I was trying to do Darren’s fix here (http://eventespresso.com/topic/3-1-28-5-update-on-license-key-issues-and-fix/) but the download link doesn’t seem to be working.


Darren Ethier

November 21, 2012 at 4:29 pm

Bryan… we just fixed the download link. Sorry about that.


Jonathan Wilson

November 21, 2012 at 4:30 pm

Hi Bryan,

It looks like your license key has already been reset. Please remove the key from the field in your settings, save, then reenter the key and save again.


Bryan Wolfe

November 21, 2012 at 4:52 pm

Thanks Darren and Jonathan, it’s working now!


Jonathan Wilson

November 21, 2012 at 4:55 pm

Awesome. Glad we got it sorted. 🙂


MIKE ST MARIE

November 21, 2012 at 5:05 pm

I’m getting this error: There is an automatic update for Event Espresso available but your Site License Key has not been set. Please go to the Event Espresso General Settings page to set your Site License Key. You can locate your license key from your account on the Event Espresso website.
The key is saved in my General Settings. It also says Inactive on my profile page.


Josh

  • Support Staff

November 22, 2012 at 10:13 am

Hi Mike,

Please see this post where Darren outlined a few options on how to resolve this:
http://eventespresso.com/topic/3-1-28-5-update-on-license-key-issues-and-fix/


MIKE ST MARIE

November 22, 2012 at 10:40 am

Thanks Josh, and happy turkey day! I’ve done all of those steps, but I think the common thing that is missing is having the key reset.


Josh

  • Support Staff

November 22, 2012 at 11:25 am

Hi Mike,

In this case, the key has already been reset, (we’ve been resetting the keys as the requests come in) or it has not be registered to your site.

Have you entered the key in Event Espresso>General Settings and saved?


MIKE ST MARIE

November 22, 2012 at 1:12 pm

Just tried it now and everything is working perfectly. I’m going to send you a drumstick, what’s the address?
I just have an oddity with PayPal Standard payments, but that can wait until later. Enjoy some turkey!!!


Chris

November 28, 2012 at 2:05 am

Please again reset license key:

There is an automatic update for Espresso Ticketing available but your Site License Key has not been set. Please go to the Event Espresso General Settings page to set your Site License Key for this addon.


Josh

  • Support Staff

November 29, 2012 at 11:50 am

Hi Chris,

I’ve reset the key. What you can do next is go to Event Espresso>General settings on your site and remove the key there and save. Then you can go to your account page and copy then paste the key from the account page into the key field in Event Espresso>General Settings, then save again.


Chris

November 30, 2012 at 2:02 pm

Yes, everything works fine again.

Thanks.


Signderstand LLC

December 15, 2012 at 9:54 am

Hi, I am getting the following error message in spite of having applied the prescribed fix some weeks ago: There is an automatic update for Event Espresso available but your Site License Key has not been set. Please go to the Event Espresso General Settings page to set your Site License Key. You can locate your license key from your account on the Event Espresso website. Would you please reset my license key again? I’m on WP 3.5 and want to update EE as well so they match. Thank you.


Signderstand LLC

December 15, 2012 at 10:22 am

Actually, I deleted and reentered the same license key and the message went away, but now the one click upgrade option for EE has disappeared from my WP plugins menu. (yet the version is not the latest one) Is this related to license key issues and can I get this upgrade option back? I don’t want to remove and reinstall EE and lose the classes and other info in there. Thank you for your help.

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Updated by  Signderstand LLC 8 years, 1 month ago ago

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