[SR] Possible abuse of License Key

1. Symptoms:

1.1: A user's License Key appears to be being used by someone else and it is stuck on that other person's PC.

2. Standard Reply:

2.1: Answer:

Hello

Thank you for getting in touch.

Sorry to hear that someone is using your License Key without permission. That sounds worrying, but don't worry, we are here to help.

Your License Key has now been released on that computer so you should be able to access Lumion while we sort this out.

We'll contact you via email once we've had a look at your Activation Log.

After checking the Activation Log:

A few questions:

1. Have you verified that it is not someone in your office using the License Key, perhaps outside of the office such as at home?

These are the PCs that have been using your Lumion # License Key in the past 6 months:

PCNAME (using Lumion #)

Which one do you not recognize?

2. If it's not someone from your office, do you happen to know who this person might be? And if so, are you able to tell that person that they should stop using the License Key illegally?

Unfortunately, it's not possible to block a PC or someone from using the License Key, so if you are unable to reach out to that person and warn them about this, then we would need to forward this to our Customer Care team so that they can further assist you.

Note that in case the License Key needs to be invalidated and a new one issued, Lumion would need to be uninstalled first, and then reinstalled with the newly issued License Key. If that is required then we will forward this issue to our colleagues in Customer Care to advise you.

Let us know if anything is unclear.

We look forward to helping you sort this out.

3.Guide/Procedure

3.1: Send the user the reply above.

3.2: Identify the origin of the issue, how and why that License Key is being used on another PC. Then reply to the user with a clarification of the situation.

3.3: Ask the user the following:

Have you shared the 'Getting Started with Lumion' email with anyone else?
Is it possible that one of your staff has been making use of Lumion at home for work?
Are you the owner of the License Key?
Do you recognize the following PCs? (here, please point to the PCs on the Activation Log with strange behavior)

3.4: Once the user replies, please assign the ticket to Customer Care.

They will investigate the situation, and if the user is not able to contact the unauthorized person or get them to stop using Lumion without permission, they might need to invalidate the License Key and issue a new one. If that happens, they will make the user aware that they will need to uninstall and re-install Lumion on all the PCs that were using that License Key once things have been sorted.

4. Cause/Background information:

4.1: Reference: Serge's Standard Replies - Row 22, Zendesk Support Request and Zendesk Support Request

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[SR] Possible abuse of License Key