ECP License Key Prompt

[stephen]

Hi – I’ve been prompted to input a key into ECP twice in a the last two weeks. The product was activated a few months ago and is valid for a year. I’ve inputted the key, it was validated and I saved the settings, both times. I was prompted again today. Bug?

[George]

Hi @stephen,

This indeed sounds like a bug. Sorry to hear about this!

We don’t have any other reports of this sort of behavior at this time, and I cannot recreate that behavior on my own testing site, so I’m wondering if you start by sharing your “System Information” with us?

Here’s how to share that information → https://theeventscalendar.com/knowledgebase/sharing-sys-info/

That’ll help us investigate what might be causing this problem.

Thank you!
George

[stephen]

This reply is private.

[George]

Thanks for sharing this, @stephen!

There’s nothing here that stands out as outright problematic…however, there are some 31 plugins on your site. This is generally fine, but since I cannot recreate the behavior you are facing on your site, I am wondering if there’s a theme or plugin code conflict here.

There are some troubleshooting steps I can recommend, but before going there, can you address the following few questions specifically:

1. When did this behavior start happening, to the best of your memory? Has this been the situation since you first installed The Events Calendar and Events Calendar Pro on your site? Or has it only been happening the last month or so, for example? If recently, then can you remember some of the last few recent changes you made on your site right before the issues started arising? Were things fine and then, for example, you installed a few new plugins and started noticing the odd behavior?

2. How long does the license key remain in place, specifically? Does it always stay for the same amount of time?

3. Are there any specific actions that seem to “wipe” the license from your installation? Do you save the license and then, for example, adjust settings somewhere else on your site and then notice the license key is gone?

In closing, I would like to clarify two points of my own:

1. Your license is still absolutely valid and this bug behavior does not reflect on your license-holder status. You indeed have support and update access for a whole year and despite the option-saving issues on your site, you still have full support access and such 🙂 I just didn’t want you to think that if the license key was unsaved, it would affect your support access or anything!

2. Along similar lines, I wanted to clarify the license key does not affect plugin functionality in any way. 100% of all plugin features are still fully enabled and functional even if you never enter a license key. The key simply signs up your domain name for automatic updates and support.

I just wanted to mention these last two points as, hopefully, a bit of a consolation about the nature of this issue. There is still an issue, of course, and one we are eager to help fix. But in the meantime, your calendar should work fine and your support access is still fully intact 🙂

Let me know what you think in regards to the questions 1–3 above, and we can keep investigating from there.

Thank you!
George

[Support Droid]

This topic has not been active for quite some time and will now be closed.

If you still need assistance please simply open a new topic (linking to this one if necessary)
and one of the team will be only too happy to help.

[Author]

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