The purpose of this article is to discuss the common issues relating to opening the DotActiv Software. This article will list the issues and steps to take to solve them.
Applicable products: DotActiv Lite, DotActiv Pro, DotActiv Enterprise
If you are using the DotActiv Software, but it is not opening, it might be due to one of the following common issues:
Invalid License Key
You might not be able to open the DotActiv software due to your license key being invalid. Please double-check the license key that we have sent you. If your license key is invalid, please contact support or sales.
License Expired
If your license has expired, you will not be able to open the DotActiv Software. You can contact sales for a renewal.
No Database Connection
Please note if you are using a database, you need an internet connection.
If you are unable to open the DotActiv Software, you might not be connected to a database. Please check that your SQL Server is online. You can also check that the Database Connection/IP etc is correct when connecting to the DotActiv software. Please see the image below.
The DotActiv Software Is Not Opening At All
If the DotActiv Software is not opening at all, you can restart the workstation. If the problem persists, please contact Support.
Unable to open ‘Manage Tickets’ In The DotActiv Software
If you are unable to open ‘Manage Tickets’ in the DotActiv Software, you need to clear your Internet Explorer browser history/cache.
Offline mode
This may occur when the DotActiv Software is not talking to our licensing server, this can be caused by no internet connection or a proxy that might be set up on your internet line.
Please note that offline mode only lasts 30 days, if it goes past the 30 days, it will not allow you to open the software, contact support if you don’t come right.
Unable to update to the latest version
If you are unable to update the DotActiv Software to the latest version, you can run the software in administrator mode and then check for the update.
If you have followed all the steps above and find that your DotActiv Software is still not opening, please do contact our support team who is always ready to help. DotActiv support will assist you in uncovering the issue.