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Silverback won't register!
I purchased a second copy of Silverback for some user testing I'm doing but the xml document isn't registering in Silverback. I can't help but think my credit card got charged for something I can't use.
FYI, my user testing session is tonight and I need this program. Can anyone help here?
FYI, my user testing session is tonight and I need this program. Can anyone help here?
I’m Frustrated
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OK folks, quick question. Are you all using gmail to collect your mail? It seems that gmail has started automatically renaming the registration files, appending them with a .xml suffix. We're going to look into how we can prevent this from happening in the future, but in the meantime could you try removing the .xml suffix and let me know if that works.
If you're not using gmail or it's not renaming the files, then something else must be up, so can you let me know.
Thanks in advance guys
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Inappropriate?I'd recommend trashing your preferences and seeing if that has any effect.
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Inappropriate?I just upgraded to Snow Leopard, and I'm experiencing the exact same problem.
What do you mean by trashing your preferences?
I’m annoid
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Hey Stockmarr,
Sorry to hear you've been having problems registering your application.
Sometime an applications preference file can get corrupted. These are files that contain things like your licence information or application defaults. As such, if you experience problems with an application, a good first step is to close down the application, delete the preferences file and start again.
Preference files can be found in Library > Preferences and the Silverback preference file is named com.clearleft.Silverback.plist. So as a first step I'd try deleting this, launching the application and then trying to re-register.
There are several ways to use the registration file, from double clicking it or dragging it onto the Silverback dock icon, though to dragging it onto the the licence pane in the preferences panel.
Hope this helps, but feel free to let me know if you're still having problems. -
Inappropriate?Hey Stockmarr, just wanted to check that you managed to register Silverback in the end?1 Comment Add a comment
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Hi Andy, sorry for the late reply. I havn't managed to get it working yet, but I can see further down the discussion, that you guys are working on it. Thanks for getting back so quickly on the matter though! Good work, I'm looking forward to the update :-)
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Inappropriate?Hello,
I am having exactly the same issue. Got the license, downloaded the free trial version and then tried to drag the file into the dock icon or open it with double click. It doesn't seem to register, I click on Help > license and still seems to be the free download version.
I also followed Andy Budd recommendations by deleting the preference file. But still same results. Any other idea please?
I’m frustrated
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Hi Takaran,
Could you shut the app down, delete the preferences and empty your trash, then open up the app, and drag your licence onto the licence pane in the preferences panel. -
Inappropriate?Hi Andy,
Thanks, I'm dragging the xml file from the desktop to the register panel within silverback preferences, but the box saying 'Drag your license...' doesn't pick up the file.
I'm using 10.6.1.
I’m frustrated
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OK, it sounds like it could be a bug with 10.6.1 so I'll ask our engineers to look into it. In the meantime, if you let me know the email address you used to register the app I'll send you a refund.
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Hey Takaran, can you send over the file you're trying to register with so we can double check it on our system. We've successfully checked registrations here so it could be something specific about your file.
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Inappropriate?Hey Andy,
Ok, to which address should I send it to? I also have recorded a screen video showing the behavior when I try to drag the xml file into the box.
If we can't solve it now, I'd just go then with the free trial, I need the software for the weekend. I am running the sessions next week.1 Comment Add a comment
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Feel free to send the stuff over to andy@clearleft.com
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Inappropriate?I also have this problem. I have Snow Leopard (10.6.1) and Silverback 1.1.1. When I try and drag the file to the window, it just doesn't pick it up.
Edit: I tried restarting, trashing the preferences and so on, but it didn't work.
I’m frustrated
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Inappropriate?I'm having the same problem. I literally got a brand new 15 inch MacBook Pro today so I could get Silverback installed. Unfortunately, after booting up the machine and installing the software updates (10.6.1), I've tried all of the recommended solutions but cannot register it.
I’m frustrated
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Inappropriate?OK, it looks like Snow Leopard (10.6.1) has somehow broken the registration process which is quite annoying. We're looking into the problem at the moment and will let you know as soon as we've got a fix.
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Inappropriate?Thanks Andy,
Please let us know whether there is any possibility to have it fixed for this coming week. Otherwise I will run the usability testing sessions with the 30 free trial version.
I’m frustrated
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The 30 day trial is completely unlimited so all the licence does is extend your use beyond those 30 days. As such, you should be fine for your test next week.
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Inappropriate?OK folks, quick question. Are you all using gmail to collect your mail? It seems that gmail has started automatically renaming the registration files, appending them with a .xml suffix. We're going to look into how we can prevent this from happening in the future, but in the meantime could you try removing the .xml suffix and let me know if that works.
If you're not using gmail or it's not renaming the files, then something else must be up, so can you let me know.
Thanks in advance guys
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The company and 2 other people say
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Yeah, that works! I was using Gmail. I removed .xml and it was fine.
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I was using gmail to, and it worked for me.
BUT, when I dropped the license-file on the Silverback icon it said it wasn't valid. Then I tried to open the pref. pane, and dropped it into the register field and it worked perfectly. -
Inappropriate?Thanks! I'm fine now. I removed the .XML extension. At first I dragged the file to the Silverback icon in the dock and it didn't work, but when I double clicked the file, it registered.
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