Activation Problem Diagnosis

If your activation request failed or you are uncertain about the current state of your program, you can run the diagnostic tests to help figure out the source of a problem. It is not generally informative to run diagnostics unless you have at least tried to activate your software or you were previously activated, but it never hurts.

Activation is closely tied to your specific computer. Ergo, making certain changes on your computer can interfere with its activation. An example is a hardware change such as installing a new mother board or swapping out a failed disk. Other issues may be less obvious, but sharing the diagnostic results with Duxbury Customer Support can help you resolve them. You can use the Send Email button on the Diagnostics page as a convenient means to contact Duxbury.

Top Section of the Screen - Installation Data

The Top Section identifies what we are trying to test.

Product / Version: identify the specific Duxbury program you are running.

Duxbury License Text: displays the license that you entered at installation time or afterward. It also shows what the wizard presumes about whether your license is registered.

Activation Computer: Normally this field shows the computer name you supplied when you activated your Duxbury program.

Bottom Section - Diagnostic Test Results

This section shows the results of all the diagnostic tests that were run. If a test was not run, it is usually because it does not apply, and its result field displays N/A.

License Check: shows whether the license supplied is a valid license for this Duxbury product.

Files Check: looks for all your activation related files. When all the key files are present, you see the result OK.

Installation Check: indicates whether the installer completed a critical step for activating your program. If you see Not Installed you can try uninstalling and reinstalling your software. If it fails again, your installation process is not working.

Shared Activation Connection: This feature does not apply on the Macintosh platform.

Computer Hardware Match: checks that your product is running on the same computer hardware where you installed it. The most common results are: OK or Mismatch, but other technical messages may also appear. If you have replaced your hard disk or updated your BIOS without deactivating first, then this test will almost certainly fail. You can probably fix a Hardware Mismatch by uninstalling your program, then reinstalling and reactivating. If the Hardware Mismatch persists, contact Duxbury to resolve the problem.

Activation Type: What you want to see from this test is the word "Normal" plus a hex code in square brackets. In some cases that code can help Duxbury Support to resolve your issue.

Activation State: shows whether or not your program is activated, according to the following chart.

Activation State
Displayed Value Meaning
Activated. OK. Your program should run normally.
EXPIRED. Your evaluation license has expired.
BAD. Your activation has become internally corrupted.
NOT ACTIVATED. Your program is not yet (or no longer) activated.

Users Allowed: On the Macintosh platform, all activations are for a single user.

Max Valid Version: Normally this field displays your current program version, but it also indicates if your license qualifies for a newer version than the one you are running. (In this case, you can use Check for Updates from the Help menu to download the newer version.) This field may also contain other data useful to Duxbury Support.

Features Match: For DBT, this field shows whether the Feature Set from your installation remains intact. The results are either OK or Invalid Feature Set accordingly. For NimPro, this field reports on the state of the accompanying DBT. (NimPro only works with a DBT installed.)

After the test results there are two command buttons.

View Log: This command button opens Text Edit and displays the activation log, which may help you and Duxbury Technical Support to work out your problem.

Send Email: If you have an email program installed, this button creates an email message addressed to Duxbury with the diagnostics data and the activation log attached. It opens the email program window, from which you can send the email.