Activation Error - Offline - Contact Support

Applicable SongShow Plus Versions: 
This article applies to all versions of SongShow Plus 

  * Updates correcting this issue may be available. Ensure that you are using the most current build of SongShow Plus from the Download page before proceeding. * 

Symptom:
When trying to activate SongShow Plus, the process fails with an error message --  Offline  "Please contact the support team..."  This usually occurs immediately after launching the activation process before any credentials are requested/entered.

Possible Cause:
SongShow Plus cannot contact the activation server. This may be caused by the machine not being connected to the internet.  Many organizations do not have internet access in certain areas of the building or for certain machines.  This would require an offline activation.

Possible Solution:
If you encounter this error and you intentionally have no internet connection, contact support team and specifically request an offline activation for this reason.

Provide the following information:

• Machine Key (copy/paste this information)
• Name of machine/license that you are trying to activate or create.
• Version of SongShow Plus that you are trying to activate.

The support team will construct and send you a license file for activation.

Possible Solution:
If you encounter this error and you DO NOT intentionally have no internet connection, Verify:

• That you have or can establish an internet connection.
• That your firewall is not blocking any port connections
• That if you are using WiFi, your router configuration is not blocking access.  You can try connecting with an Ethernet cable to see if the behavior changes.

You may contact support team and specifically request an offline activation as an initial workaround however if the tips above do not resolve the issue, the support team should investigate the root cause. If SongShow Plus cannot communicate over the internet, other features may also be compromised besides just activation.

Provide the following information:

• Machine Key (copy/paste this information)
• Name of machine/license that you are trying to activate or create.
• Version of SongShow Plus that you are trying to activate.

The support team will construct and send you a license file for a workaround activation and schedule a time to discuss the root cause.

If this does not resolve the issue, contact the Support Team.

(TS392)