[SR] Subscription License expired after an update (2023.2.3 and older)

Applicable to: Lumion 2023.2.3 and older

1. Symptoms:

1.1: A user reports that he gets the following error even though they have just purchased their License Key:

2. Standard Reply:

2.1 Answer:

Hi,

Thank you for reaching out to us and sorry to hear about your issue.

We have encountered the issue before and it is caused by a botched installation of the update. To be sure that is the case please forward us an Error Log to check Lumion's background reporting (section 1.2):

• Knowledge Base: How do you provide a Lumion Error and/or Importers Log file? 

Looking forward to your reply.

2.2: Confirmation:

2.2: Follow-up:

Hi,

Thank you for the Error Log.

Our assumption was correct, in the Error Log we have identified an issue related to the update. This course of action is very rare. Unfortunately, and note that this course of action is very rare, the user has to reinstall Lumion. 

With that being said, please ask them to follow the steps below:

1. Uninstall Lumion and delete the Installer and the installation files.

2. From their Lumion Account download and install the latest Lumion version.

We are sorry for the inconvenience.

Let us know how it goes.

3. Cause/Background information

3.1: References:

• Zendesk Support Requests:

1. https://lumion.zendesk.com/agent/tickets/57952