8 replies to this topic

[Brodie]

So I got a new computer and went to install Pixinsight on it and it said I didn't have the credentials when trying to login into my account. 

So, thinking my password was incorrect (it had been a while since I last had to sign in) I requested a password reset.  Got the email link and successfully reset my password.

But it still gave me the credentials error. Then after a few more attempts, it locked my account.

I sent them an email but haven't hear back yet. Any ideas what is wrong?  How long will I be waiting for a response form the PI team?

Thanks,

 

[WillB]

Response to messages sent using the PixInsight “Contact Us” form can be very slow, or even no reply at all to messages from users with certain email addresses that may be blocked at gatekeeper level for one reason or another:

 

https://pixinsight.c...tact/index.html

 

If you used the Contact Us form linked above and don’t have a reply after three or four days then send a private message to Juan Conejero by clicking on his avatar in any of the PixInsight Support Forum categories and select the “Send direct message” option, assuming you haven’t also lost log-in access to the support forum.

 

Nearly every case I’ve seen reported in the support forum for users losing access to the licensing system is where they have their user name and login details stored in a web browser password manager and with the support forum and licensing system both hosted on the same server, but using separate user names and passwords, then at login to the license system the password manager automatically enters the login details for the support forum, or vice-versa, and after a certain number of retries your account is locked.

 

Will.

[WillB]

P.S.

 

I forgot to mention, if your old PC is still accessible you can copy the license file across from the old PC to the new PC, no new registration is required at all in that case.

[Brodie]

P.S.

 

I forgot to mention, if your old PC is still accessible you can copy the license file across from the old PC to the new PC, no new registration is required at all in that case.

It is still active on the old PC. I'll give that a try...however, its an earlier version of PI and I wanted to install the latest version. I'm not sure if I can log into the forums, but I will try that as well.

Thanks for the info.

[ngc2218]

So I got a new computer and went to install Pixinsight on it and it said I didn't have the credentials when trying to login into my account. 

So, thinking my password was incorrect (it had been a while since I last had to sign in) I requested a password reset.  Got the email link and successfully reset my password.

But it still gave me the credentials error. Then after a few more attempts, it locked my account.

I sent them an email but haven't hear back yet. Any ideas what is wrong?  How long will I be waiting for a response form the PI team?

Thanks,

Last time I installed PI on a new machine/new OS, I had to log in into my PI website account and generate new keys

[flamidey]

Make sure you don't use your Pixisinght forum credentials on the software distribution login page...

[WadeH237]

Last time I installed PI on a new machine/new OS, I had to log in into my PI website account and generate new keys

I acquired my current PixInsight license back in December of 2018, when they changed the format of the license.  I have used it on many installs on Linux, Windows and Mac - without having to generate a new one.

 

That format change happened back in version 1.08.06.  The only time you should need to generate a new one is if you are coming from a version older than that.

[Brodie]

Well, its been a week and still no response from Pixinsight nor Juan.  Very frustrated to have paid for software I am unable to use.

[Brodie]

Got it working. I reset my password again and it worked.