1.1: The Download Manager includes the message: "The license may be invalid or the download manager is outdated" and does not proceed to download any parts of the files.
Note: This article only addresses part 2 of the error message: "...the download manager is outdated".
1.2 In June 2019, Arthur upgraded the Download Managers from all previous Lumion releases to newer versions. This made older Download Managers redundant for older versions of Lumion.
2.1: Answer:
Hello
Thanks for getting in touch.
I'm sorry to hear that this issue has not been resolved by the previously received instructions. Although a rare case, this does indeed mean that the Download Manager is outdated.
I have resent you the 'Getting started with Lumion' email to the address we have in our records for the License Key owner: [registered_address@user.com]. If that is not you, then please contact that person and ask them to forward it to you.
1. Log into your Lumion Account and download Lumion from the 'License Keys' section.
2. Click on the 'Download Product' button or 'Previous versions' link to access the versions of Lumion available to you:
3. Click on the prior version Download button if the version is available from your Lumion Account:
If the prior version is not available from the account then use option B. below.
Here are the instructions in case you haven't set up your account:
1. Please click on this WeTransfer link (available for 7 days):
2. Unzip the file.
3. Use this Password:
For either option use the Activation Code of your current License Key.
Let us know if anything is unclear.
See also Partner KB: [SR-P] Outdated Download Manager
3.1: Find the customer's information on the Reseller Board or the Support Dashboard using their email address.
3.2: Resend them the 'Getting started with Lumion' email to the registered email address before sending this Standard Reply. This is needed so that they definitely do have the Activation Code, irrespective of whether they use their Lumion Account or not.
There is no need to ask for a confirmation of receipt. If they don't get it they'll let us know. And this allows for us to close and set the ticket to Resolved.
IMPORTANT: If you need to send a Download Manager for an older version of Lumion, the process is the following and now covered in the reply:
- Zip the DM in an archive and always add a password to it (share it with the user)
- Send the DM archive to the user and tell them to use their appropriate Activation Code for the download
- Due to some emails being blocked by the user for either an exe or even some zipped exe's then we'll only send a link.
Preference is now to use the Macro set up with same reply, just enter the Wetransfer link etc: https://lumion.zendesk.com/admin/workspaces/agent-workspace/macros/5853180008604
4.1: When this error occurs, the issue generally refers to the first half of the error: 'The license may be invalid' and it is solved by the following article:
If the user reports that the procedure did not work, it means that indeed, they are using an outdated version of the Download Manager.
4.2: There are some situations where the Download Manager can indeed be outdated:
4.3: Reference: Zendesk Support Request