License Issue

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This topic contains 12 replies, has 2 voices, and was last updated by  admin 3 weeks ago.

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  • #16092 Reply

    Kalpana
    Participant

    form2pdf not generating pdf. Error message: Site not active. License is active on the site. For some reason, there are two entries for the same site and the entry that is not active is picked up while validating, instead of the entry that is active with two forms.

    Please help. This is urgent issue on live site. Thanks.

    #16093 Reply

    Kalpana
    Participant

    I have opened the issue in Pre-sale, since there is no other way to submit ticket. Please note I already have valid license.

    #16094 Reply

    admin
    Keymaster

    What is your PRO2PDF order number?

    We remain at your service.

    #16095 Reply

    admin
    Keymaster

    What issue are you finding when you attempt to enter a support request in any other forum? We’ve tested each without issue… http://www.formidablepro2pdf.com/support/

    We remain at your service.

    #16098 Reply

    Kalpana
    Participant

    When I submit in other categories, my ticket does not show up in the list. I have tried in Ask a Quesion & in Bugs and problems. No error.

    I have two orders; once license is used for live site & second one used for staging site where we develop new forms.

    Issue is with the license associated with order #12600. The license is active on the site, but still I get the error license not activated for this website.

    #16100 Reply

    Kalpana
    Participant

    Hi, this is urgent issue. Please respond as soon as possible.

    #16101 Reply

    admin
    Keymaster

    All seems okay with the account on our server, it’s possible the error message is not reporting correctly and there’s actually an issue with the merge, not the license. Complete this form if you are able to provide access to the site.

    If not, let us know the following;
    . How many forms are linked to field map layouts on the site?
    . Have you tested all field map layouts on the site with the same error result?
    . If there is only one form/layout, email the Formidable Form Export .xml and PDF files to support AT formidablepro2pdf DOT com for further evaluation.

    We remain at your service.

    #16104 Reply

    Kalpana
    Participant

    The form was working fine until couple of days ago, when this issue showed up.

    There is one form linked to the form layout.

    I am sending the form with access to the website. I need this resolved please.

    When you go to Plugins->FormidableForm2pdf->Settings->Active Forms; you will see two entried for the website. One is active and one is inactive. I believe inactive entry is causing the issue.

    #16107 Reply

    Kalpana
    Participant

    Appreciate timely response on this please. Thanks.

    #16115 Reply

    admin
    Keymaster

    We replied by email yesterday at 5:22 p.m.PST with a work-around and example merge to your username @kritiwsi************.com.

    The reply included…

    We have found a work-around but have not found the cause of the issue. Our senior developer is not available until Monday, so we have added an additional site to your license and all is working as expected. Our senior developer will need to look at the server on Monday to determine the cause and final solution.

    Here’s an example merge.

    We remain at your service.

    #16118 Reply

    Kalpana
    Participant

    OK. Thanks.

    I see all your emails from yesterday ended up in my spam folder. I see them now.

    I also see the temporary workaround. Please keep me posted on the final solution, once the developer is able to resolve it.

    Thanks for your help.

    #16159 Reply

    Kalpana
    Participant

    Is there any update on this issue?

    #16179 Reply

    admin
    Keymaster

    It appears the site’s unique ID was replaced on 2017-07-27 at 14:51:58 which caused the issue, which is now resolved.

    We remain at your service.

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