Hi I’ve been using DXO 7 since it came out and now DXO 8 but today got message about licence needs to be validated and to connect to internet. I am connected to the internet! I tried a clean re install but now won’t even take my activation code.
Now I’m left not being able to access either. I’ve also tried temporarily switching off firewall etc. but still same issue. I’ve put in a support ticket but wondering if anyone else has had this issue whilst I’m awaiting a response.
Not me. Have you tried disabling your antivirus/malware protection software? It might be blocking PhotoLab’s components from communicating with DxO’s license servers, even if you didn’t tell it to. I’m guessing you haven’t set up any port mapping or blocking measures on your router or other networking devices. If you’re using a VPN, that’s important for DxO support to know.
Hi Egregius, Thanks for the suggestions, yes I tried disabling my antivirus and marking DXO as trusted.
No haven’t set up any port mapping or blocking measures, wouldn’t even know how to do something like that. And i’m not using a VPN.
I’ve been using Photolab 7 without any issues and had no issue when I downloaded 8 a month ago there was using it with no issues but it sounds like it connected then to take the licence code but guessing it hasn’t since.
Hi there.
Take a peak at your dns settings.
Try changing them to 9.9.9.9 and 1.1.1.1 to see if that will work better.
Or if you are using a proxy, disable that.
Hi Thanks for the suggestions much appreciated, I’ve tried changing the DNS settings to 9.9.9.9, 1.1.1.1 and 8.8.8.8 and still no joy.
Support have advised that once you upgrade to 8, 7 won’t work unless you pay in full to have both so that has resolved why 7 isn’t working. They’ve asked for some more screen shots with regards 8 so now awaiting them to look at them and get back to me.
That is untrue. I’m running both PL7 and PL8 simultaneously on my Windows 10 machine with no issues. Both were discounted upgrades to the previous version of the software. I only recently uninstalled PL6 and had no problem with running all three separately and together.
In all the years I’ve been using PhotoLab, from PhotoLab 1 in 2017 up to the current version, I have never had an issue running multiple previous versions of it. The only version I paid full price for was PhotoLab 1. I have used a discounted upgrade to every version since then.
There are many others here that have had indicated the same experience as me. I am also able to download and update both PL 7 and PL 8 when updates become available. New upgrades to PhotoLab should never disable the previous version, I can’t imagine why they would have given you that misinformation.
I have never had the need to go that far. I have never bothered keeping more than the current version and two previous versions installed. I only recently decided to uninstall PL6.
I am concerned that @CambrianLady received such bad advice. I can’t imagine why they would have told her that. It also makes any other information they passed on to her regarding her problem very suspect.
Just to confirm, did you download the free 30 day trial of PhotoLab 8? At some point during the trial or at the end of it did you purchase the upgrade for PhotoLab 8. When you log into your DxO account can you see your license for both PhotoLab 7 and PhotoLab 8? If so, are you certain you have used the correct activation code for validating each version? I assume you realize that each version has its own separate license. I apologize if this sounds like really basic stuff, but I haven’t seen any mention of this in the thread and just wanted to be sure of the step-by-step history.
Thanks Mark and others that have commented any help is appreciated. I’ve been using DXO since V6 (which was an offer to upgrade from Pure Raw2) and I did an upgrade from 6 to 7 on offer and 7 to 8 on offer. I didn’t download the free trial, I did a straight purchase.
I’ve treble checked I’ve used the right code which is showing in my account next to V8 and it matches the one I received in the email (always worth checking the basic stuff!)
Out of curiosity can you still see earlier versions and activation codes in your account? I can only see V8 in the my software page (which has a message saying I own it but looks like I haven’t downloaded it which seems odd as I downloaded it last month and code worked fine at that point ).
It would be interesting to know if others can see earlier versions on their My software page.
I am currently have PL4, 5, 6, 7 and 8 installed on my PC (all Elite Edition) and can run all, or any combination, simultaneously without issue. As for what’s visible on the “My Software” DxO page - it only shows PL8. (There’s one minor qualification to this in that it also shows PL5 Essential. This is because it was bundled in with a purchase of the Nik Collection. I don’t use this and have never installed it).
The “My Account” page also states alongside each of the products I’ve purchased “You own the most recent version of this software, but you have not necessarily installed the latest free update on your computer…”. I’ve always ignored this message and just relied on each product alerting me to any available update whenever I launch it. I just put it down to there being no automated linkage between downloading an update via the “in-product” alert and the “possible need” for an update promoted on the “My Software” page.
Thanks Paul that is useful information, at least I can discount the message on my account with regards the ‘You own the most recent version of this software, but you have not necessarily installed the latest free update on your computer’. and that I should only be seeing V8 on there.
Do you no longer have a copy of your PL7 activation code? As a general rule it is very important for any software to save downloaded installation files as well as licensing and activation details. If you haven’t been doing so in the past, I strongly suggest that you do that in the future.
Running an old version has certainly worked in practice since PL2, but formally we no longer have a license for the older version after purchasing an upgrade. With the new connectivity requirement in PL 7.7, it would be quite possible for DxO to reject the startup of such a version after an upgrade to PL8 and beyond.
Who knows if they’ll actually start doing this, but I wouldn’t be surprised at all. Support is quick to point that the old version is unlicensed after purchasing an upgrade (telling you it should be uninstalled, or that it “won’t work”), and they’re not exactly helpful when asked to remove an existing activation in order to move it to another computer, in my experience. The license handling was changed in a minor update with zero benefit to the user, just a new restriction that can be used to prevent unlicensed software from being run.
I guess the problem CambrianLady has is different, but I have a similar problem and it’s related to using a proxy to connect to the internet. Dxo Lab does not support connecting to the internet through proxy.
Unfortunately since some time I cannot connect to the internet directly (without using a proxy) so I am “stuck” with PhotoLab 6 that does not require periodic connection to Dxo servers.
Hi just to let everyone know who kindly put up suggestions to my problem, I’m glad to say it is now resolved with thanks to the DXO support team.
It was an issue with the windows Winmgmt / WMI service on my windows computer meaning it couldn’t verify it, they talked me through fixing it and now is working and connecting to their server again.
I’ve been a Windows user since the first stable version, Windows 3.1, was introduced. I’ve never heard of anyone having a similar problem. I wonder how the problem occurred in the first place. Do you know? I’m glad DXO was able to resolve the issue for you.
I’d never heard of it before and not sure why it happened but googling the fault codes that came up it’s a known issue with windows and I did find on the windows help forums another DXO user (different product) with exact same issue.
It’s something to do with remote access and issues only showed up since the license checking came in - not sure why I was able to register 8 with no problems when I first put it on - change in how it checks it perhaps!