Installation Halt

[MikeFromBrighton]

Has anyone ever seen this? Note: I'm working with Corel Tech Support. We are both stumped.

I am moving my software from a now formatted and reimaged PC to a new system.

Normal Uninstalls were executed on both products using Windows uninstall. Then I reimaged (Formatted and reset) the old PC.

I am blocked from installing both products (Video Studio 2019 and Pinnacle V21) on the new PC.
After I enter the License / Registration number and go to the next screen there is a message that says the product is installed on another PC. It advises me to check the EULA and the next button is grayed out.

I have done regedit searches and tried to zap everything away in the registry. I looked in the "Corel VideoStudio Pro" and Pinnacle folders that were copied in the OneDrive documents folder. I couldn't find any thing related to registration.

Any help would be appreciated with this problem. Tech Support held a shared session on the new PC. We came up without a fix or findings

Thank You
Mike

[lata]

Hi Mike
If Corel cannot fix the serial number / registration then I doubt we will do any better

The EULA only allows for us to install on one PC but can install on another providing the old PC is faulty or being replaced
As such when I tried to install on two PC’s I get a warning message from the registration panel

The e-mail there showing some strange characters

By entering my e-mail address use to register the original program allowed me to continue and install the program.
I did not enter any other registration details.
Of course I had to enter my programs serial number when running the stub on the first page but thats normal

Can you provide a screen shot of the registration panels, maybe it will jog my memory.

[MikeFromBrighton]

Thanks Trevor! I appreciate your efforts.

The exact message is: "The License has already been installed on a different System. Please check the EULA to verify Compliance".
Below the message is a garbled version of my email address and below that is a spot to enter my actual email id used to order the product.

I'll upload a JPG later

[lata]

Hi
Try to overwrite the " garbled version of my email address" with the correct e-mail address

Post updated
I was mistaken in overwriting the garbled email
Just tried to install 2018 on a laptop and got the message to "Please Enter full email address"

Here you should enter the address used to register the program, that should be your address used to create your Corel Account.
In doing so it allowed me to go to the next page where i see my registration details, then Next finds the final page to download or install

[gewb]

Mike -

Been there, done that, not the best of news. Here is how it went for me.

I placed an order (a few years ago), loaded VS and ran it for years. Then I had to reload my PC and had the same situation as your post.

The outcome was the registration of the purchase is linked to the email address used to make the purchase. I was told that address, linked to the ORIGINAL purchase, can never be changed. That error message comes from Corel where the SN is linked to your original purchase info and Corel either won't or can't change it.

Just enter the original email address and you're good to go. Oh, and don't lose or forget that address. Note that you don't need access to the address, just need to enter it.

Not sure if this Corel policy/ability has changed. You can call Customer Service, not Technical Support, to see if they can issue a new SN for your purchase.

[MikeFromBrighton]

Hi
Try to overwrite the " garbled version of my email address" with the correct e-mail address

Post updated
I was mistaken in overwriting the garbled email
Just tried to install 2018 on a laptop and got the message to "Please Enter full email address"

Here you should enter the address used to register the program, that should be your address used to create your Corel Account.
In doing so it allowed me to go to the next page where i see my registration details, then Next finds the final page to download or install

Thanks Trevor!
That was a good ides
I just checked the sales verification. The current ID is being used for both current sales. It was entered for both products and failed.

[MikeFromBrighton]

Mike -

Been there, done that, not the best of news. Here is how it went for me.

I placed an order (a few years ago), loaded VS and ran it for years. Then I had to reload my PC and had the same situation as your post.

The outcome was the registration of the purchase is linked to the email address used to make the purchase. I was told that address, linked to the ORIGINAL purchase, can never be changed. That error message comes from Corel where the SN is linked to your original purchase info and Corel either won't or can't change it.

Just enter the original email address and you're good to go. Oh, and don't lose or forget that address. Note that you don't need access to the address, just need to enter it.

Not sure if this Corel policy/ability has changed. You can call Customer Service, not Technical Support, to see if they can issue a new SN for your purchase.

I think the "Customer Service" approach might be best. There doesn't appear to be any setting to change that will resolve the problem.

Thanks Again!
Mike

[lata]

Hi Mike
you able to sign into your Corel Account here
https://idp.corel.com/idp/Authn/UserPassword
Does this use the same e-mail address
You should then be able to select your registered products where your Corel VideoStudio Ultimate 2019 should be listed showing your serial number, Is that number the same as when using the Stub to install the program.

Another thought would be to install the Trial version
Once installed may be able to activate using your serial number

[MikeFromBrighton]

Hi Mike
you able to sign into your Corel Account here
https://idp.corel.com/idp/Authn/UserPassword
Does this use the same e-mail address
You should then be able to select your registered products where your Corel VideoStudio Ultimate 2019 should be listed showing your serial number, Is that number the same as when using the Stub to install the program.

Another thought would be to install the Trial version
Once installed may be able to activate using your serial number

YAHOO! That idea led me to the potential cause. I have two accounts at COREL. I can login to the old account. However, the account my newer products are registered under is corrupted. I cannot login after creating a new password.

Thank You!!!!! I'll update this thread if Technical Support uses this info to correct the problem

[lata]

Thanks for the update
Corel Support should be able to reset your account details then you should be able to install.

I’m sure in the past I have replaced my accounts e-mail address without problems so Corel should be able to do that for you.

And yes just checked my account and there is a process to update e-mail addresses.

[MikeFromBrighton]

Thanks for the update
Corel Support should be able to reset your account details then you should be able to install.

I’m sure in the past I have replaced my accounts e-mail address without problems so Corel should be able to do that for you.

And yes just checked my account and there is a process to update e-mail addresses.

Perfect! Exactly! I tried changing ID's and it said the newer ID was in use.

Once Corel erases the account with the new ID and updates my initial account I should be able to clean this mess up.

Thanks Again! I think I'll add the line by line instructions to the ticket and respond back to them.

Note: I shot myself in the foot on this one. I was so excited to try out the new versions, I registered the products under the new ID. (my Bad!)