License Activation Troubleshooting - Error Codes (DOC-5039)

This document will cover common license activation error codes and what is the next action required.

Error

Error Description

Next Action

Error Code 2

Invalid product key

  • Double-check if you have entered any blank spaces in the license key field.

  • Double-check if you have copied the correct license key.

  • If the issue persists, contact our Support Team.

Error Code 3

The product needs to be activated

Error Code 4

Connection to the server failed.

  • Make sure your computer has an active internet connection.

  • If the issue persists, contact our Support Team.

Error Code 5

The product key has already been activated with the maximum number of computers.

  • Make sure you have deactivated your HE license first before activating it on another computer. In the HE interface go to Help → Deactivate

  • If the issue persists, contact our Support Team to deactivate it manually from our servers.

Error Code 17

The function failed because this instance of your program is running inside a virtual machine/hypervisor and you've prevented the function from running inside a VM.

  • Hand Engine is not able to be activated inside a virtual machine/hypervisor.

  • If you are sure you are not using a virtual machine/hypervisor, you may have it running in the background and you will need to disable it. Contact our Support Team for further instructions.

Error Code 20

The product key used is for a floating license (TurboFloat), not a machine-locked license (TurboActivate).

  • Make sure you have downloaded the correct Hand Engine applicable to your license type. If you are unsure, contact our Support Team.

Error Code 24

This product key had a limited number of allowed deactivations. No more deactivations are allowed for the product key. This product
is still activated on this computer.

  • Contact our Support Team to discuss the deactivation limits of your license.

Error Code 26

You can't use a product key because your app is already activated with a product key.

  • Make sure you have deactivated your HE license first before activating it on another computer. In the HE interface go to Help → Deactivate

  • Make sure you open Hand Engine as Administrator.
  • If the issue persists, contact our Support Team.

Error Code 28

TA_E_ENABLE_NETWORK_ADAPTERS
There are network adapters on the system that are disabled and
TurboActivate couldn't read their hardware properties (even after trying
and failing to enable the adapters automatically). Enable the network adapters,
re-run the function, and TurboActivate will be able to "remember" the adapters
even if the adapters are disabled in the future.

  • Open Device Manager and ensure that there are no network adapters currently installed that are disabled

  • If any network adapters are showing an error, please remedy this error or uninstall the adapter before attempting activation.

  • If any network adapters require a driver update, please complete this before attempting activation.

Error Code 30

The verified trial has expired. You must request a trial extension from the company.

Error Code 36

The secure connection to the activation servers failed due to a TLS or certificate
error. This is most often caused by MITM (man-in-the-middle) attempts on corporate
networks or, if on Unix operating systems (macOS, Linux, BSD, etc.), it's caused
by out-of-date or missing "CA certificates". This means either keeping your system
itself up-to-date, or manually updating the CA certs.

  • Make sure you have updated your CA Certificates.

  • If the issue persists, contact our Support Team.

Disclaimer, Intellectual Property, and Licensing

 

Revision Summary

 

Revision

Date

Notes

3

2022.07.23

Added Code 28

2

2021.10.28

Added Code 36

1

2021.08.02

Initial version