[SR] Lumion License is being used on PCs that do not belong to the organisation that purchased the License

1. Question

1.1 A user suspects that their License is being used by unauthorized PCs. They request that the PCs are deactivated or that the License is changed. Note: in the current manner that the Licensing system works, we cannot deactivate machines manually and the whole License needs to be changed.

1.2 Before replying, please check the Activation Log on the Support/Partner Dashboard for IPs that look suspicious (either not from the same city/country/office, etc). A website such as iplocation.com can be used for that

2. Standard Reply

2.1 Answer Pt 1

Hello,

Thanks for getting in touch. This must be terribly frustrating.

There are a few things that need to be checked first so please answer all questions below:

1. Did you, at any point, share the Activation Code and/or password to their email address with anyone?

2. Did you forward the 'Getting started with Lumion' email to other people? If yes, please be aware that the owner of the License should be the person with access to it and that the License is embedded in the installation files of Lumion.

3. Is there a chance that the people who are using the License are working remotely?

4. Could it be that they are ex-employees?

The only information we have is that the IP address of those PCs originates in [NameOfCity given by IP tracker]. Except for that, there's not much information available.

As such, the procedure is as follows:

- First, we will forward your request to our Customer Care department to invalidate your current License.

- You will have to uninstall all versions of Lumion on your / the organization's PCs and delete the installation files.

- Then, our Customer Care team will issue a new License which will be sent to this address: [InsertRegisteredEmailAddress]. Please confirm that only you or people in your organisation they have access to it!

- When the new License is issued, you will receive a new 'Getting started with Lumion' email which will contain the Download_Manager to download the new installation files for Lumion.

Once again, please answer all the questions above and confirm the status of your email address before we forward this situation to our colleagues.

Let us know if anything is unclear.

3. Cause/Background information

3.1 References: Zendesk Support Request

3.2 Editor's notes:

If the Support Requests start with the customer asking for their License to be released because it's being used on another PC which they do not recognize, refer to this for steps on how to analyse the issue at hand: Zendesk Support Request

4. See Also:

Training docs: How to release a Lumion License Key

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[SR] Lumion License is being used on PCs that do not belong to the organisation that purchased the License