Activation/Registration Problems
This page is for those having issues getting the installed software activated/registered. The software should already be installed and working in Demo Mode. If you have not been able to get it working in demo mode, click here first.
How the Registration Works
When you install the software, the installation program attempts to not only add the program files to your hard drive, but also to add and start a Windows service to determine the properties of the installation and PM FASTrack® license validity. This service "checks registration" to determine whether you have already registered the software or if you are running in Demo Mode. This registration check does not access the internet.
When you choose to "Activate" your software at the initial menu, you will be prompted with a few forms asking for your serial number and contact information. After the last form is completed, the software will attempt to access the internet to automatically process your registration. If the software cannot access the internet, it should prompt you for a site key. (although in some cases it fails to do this and just causes an error or freezes)
If you are prompted for a site key, you will need to submit your license key, site code, and other information to RMC Customer Service. The quickest way to do that is to use this site key form. Customer Service will respond with a site key that you can enter to manually complete the installation.
Troubleshooting Step 1: Verify Your Installation Environment
This is important! The software often will not work if these minimums are not met. We cannot offer additional support if these conditions aren't met.
Hardware:
- CD ROM drive (or drive that reads CDs) for CD version
- 600 MHz Intel Pentium III processor or equivalent
- 128 MB RAM (250 MB recommended)
- 100 MB available disk space
Environment:
- Administrator privileges
- Clarification: You will need administrator privileges on the account you plan on using to access the sofware on your computer. These privileges are necessary to correctly install the Windows service which verifies validity of the software. In testing, "power user" privileges were sufficient. Also in testing, after successful installation, the software worked with the privileges later removed. This normally is not an issue with home computers unless the computer has multiple users with different access rights.
- How to determine whether your account has sufficient installation rights
- Work-around for restricted computer environments
- Windows 2000 or Windows XP
- Clarification: The sofware does NOT run in a Windows 9x or ME environment. It will also not run in Windows XP using the Windows 9x compatibility mode. There is no alternative version for other operating systems at this time.
- Clarification: The sofware does NOT run in a Windows 9x or ME environment. It will also not run in Windows XP using the Windows 9x compatibility mode. There is no alternative version for other operating systems at this time.
- Internet connection for product registration and question database updates
- Clarification: It is possible to activate/register the software without an internet connection, though it is more difficult. In fact, for certain installation issues, manual registration is the standard work-around. For normal day-to-day software usage, internet access is not required. However, to take advantage of the question database updates, you will need internet access.
Troubleshooting Step 2: Reviewing Most Common Activation/Registration Problems
The following are the most common activation/registration problems we encounter.
- Need a Site Key
- Invalid Serial Number
- Software Activation/Registration Fails After Submitting User Contact Information Forms
If none of these seems to describe your problem, or if you've tried one or more of the above solutions and are still experiencing problems, please complete a General Support Form.