My Licensed PDF-eXPLODE install has suddenly turned back to Evaluation (’Demo’) mode - why?

ISSUE:

My PDF-eXPLODE program, which was installed over two year ago, suddenly came up with the evaluation screen this morning. I thought the license was a permanent license. I have not moved the license to another PC.  Why did my install revert to demo mode?

ANSWER:

The license you purchased is a perpetual license and can be moved from PC to PC (due to PC retirement) over its life. The licensing system is a high level complex system licensed from a 3 ^rd party.  As such, its internal method is not like most other software licensing. The license is covered by a “copy protection”  and this means that if the program senses a copy protection violation perpetrated on the license file (pdfexplode.lf) , it will turn back to “demo” thereby requiring the user to revert to 3000AD Systems for License assistance. The problem is that the computer fingerprint in the license file (pdfexplode.lf found in the install root folder  C:\PDF-EXPLODE) doesn't match the current computer running the software. So what is the Computer "fingerprint"?

Every time PDF-eXPLODE is installed on a new PC environment, a unique ID (referred to an a Computer ID) is assigned to the install. It is unique to the License major version (example: V3 is different ID to V4)  and Type (Desktop vs. Server). The ID is calculated to end up as an 8 digit no based on key Windows operating system software and PC hardware components existing at the time of installation. This ID is then referred to as the Computer “fingerprint”. If this fingerprint changes (as a result in some changes of  hardware or operating system software component  (that was used to calculate the ID) changes, then so will the ID. The new calculated ID will not match the installed ID and the system will therefore revert to Evaluation. This occurrence is rare as the components used in the Calcs are ones that rarely change. 

This scenario generally occurs if one or more of the following issues occur: 

• the License file is moved from the root folder and once you open PDF-eXPLODE.EXE, a new LF file is created with a ”Demo” flag – (Solution- move the original licensed LF file back to the installed root folder to fix this issue), or
• the customer tried (inadvertently or intentionally) to use the license file on a different computer where PDF-eXPLODE is installed, or
• the customer changed hardware and reinstalled PDF-eXPLODE whereby the LF file internals do not match the current PC, or 
• the registry has been changed and the PC re-imaged or an in-place upgrade of the Windows Operating system which generally affects the registry, or
• in a (Print, Terminal or Report) server license, a connection made via a workstation which was not registered by the pdfexplode.lf (License file) when licensing was done, can trigger this "demo" mode, or
• where a license is operating in a Virtual Machine, some operating system changes to the host can affect the license mode such that it reverts to evaluation
• the app makes a "call" to the database to authenticate the License ID and this attempt has failed due to some internet glitch

The "fingerprint" is made up of some specific operating and hardware components which don't generally change with Window's update. So a few operating system settings and hardware components are collectively computed to a unique 'Computer ID' by an algorithm.  The fingerprint can potentially change if any of the components of the Operating System or hardware changes.  If this occurs, then Computer ID is now a different one to that with which the license was activated and hence the license will revert to evaluation (aka 'demo'). Suffice to say, the license is perpetual and  will now need to be reactivated so that the LF file can re-adjust to any new hardware or Windows changes.

However, it is possible the License can revert to "Demo" if the following Internet condition results:

• Each time you send a report to the PDF-eXPLODE printer to process, your license is authenticated against our US-based database. This authentication connects to the Licensing and authentication portal using your internal internet connections. If a memory glitch to the internet connection occurs that instant or if there is an outage of yours or the DB portal, the license validation could return "Null" validity which could result in the software reverting to "Demo" status. If you do have a PAID ANNUAL SUPPORT PLAN, you can and should request an app update. All updates after July 2024 have a built in solution, should there be an internet glitch at the time of the authentication "call" to the database.

To rectify and relicense, please follow these instructions.

• Please inform us by email to  support@3000ad.com.au  of your circumstance, advising the licensee Organization name or License ID or Customer ID.
• Wait for our response before you try to re-license again - your license needs reactivation in our database.
• Please carefully follow the instructions below to successfully relicense

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1. Make sure using Task Manager /Processes tab that there is no open instance of PDF-eXPLODE.exe*32 in memory. If so – kill it using the End Process
2. Right click on the PDF-eXPLODE.EXE in the installed folder ****DO NOT DO THIS ON THE DESKTOP SHORTCUT**  

3. Select Run As Administrator from the popup menu ***THIS IS COMPULSORY***
4. Once the evaluation screen appears, then select option 2 – Activate on line – ensure you are connected to the internet. If connected to a proxy server,click the Proxy  button and compete the screen that opens. Generally we are not able to license across a proxy server connection
5. Enter the License ID and password above and click OK
6. When you get the “success” message, click OK and ensure that the Evaluation screen disappears immediately
7. Close PDF-eXPLODE and restart PDFeXPLODE to verify the Evaluation screen does not appear.