Paid to reinstate support - site still thinks it's expired

iheathen · Mar 5th 2020, 4:14am

Hi, how long does it take for your forum to recognize that I renewed my support for Brooklyn? I am having the "already registered to another server" issue on my site that it seems lots of people are having, plus I want to post about some small weird glitches and design questions that I have, so I paid to upgrade to get my support back, and yet... nada.

How long does this take to recognize? thank you!

Ian

Marcel · Mar 5th 2020, 4:48am

Hi Ian,

The Envato API sometimes takes longer. You can then use the logout button and login again with the envato login button and you will have immediate access to the support forum.

Already registered to another server.
This is not a problem that many people have but according to the license agreement it is not allowed to install a purchased theme from Envato on multiple domains/websites.

Here you can find the license agreement:
themeforest.net/licenses/standard

We check every activation to make sure there is no abuse. This way we protect you from legal action.

Marcel · Mar 5th 2020, 4:56am

Already registered to another server.

How can this error happen?
Customer registers Brooklyn on a website.
Deletes the website.
Try to reactivate Brooklyn on another server.

What is the customer doing wrong?
The customer has forgotten to deregister Brooklyn before.

iheathen · Mar 5th 2020, 4:56pm

Hi Marcel, that's not what is happening with me. Matthias seems to have resolved it temporarily and is working on a workaround because apparently my server constantly changes the IP for some reason. I'll open a ticket with them to figure that side out too, but I only have the theme installed on one site. And it wasn't deleted and reinstalled or anything. It was registered, working fine, then suddenly (with no changes made by me) the theme decided it wasn't registered anymore, so when I tried to register it again, that's when I started getting that error.

Anyway, it seems Matthias is working on a permanent fix.

Marcel · Mar 5th 2020, 5:26pm

Okay, my friend, sorry, I misunderstood.

Yes some providers change the IP address daily which can lead to problems. We are working on a solution.

iheathen · Mar 5th 2020, 5:52pm

Cool thanks. Got the license working now, and updated the theme and the plugins, and that now broke my UT Portfolio showcase. I just posted a separate thread about it in the support forum - if you're online can you check that for me too? thank you!!!

iheathen · Mar 5th 2020, 6:20pm

Hi, just checked with my server hosting company and the domain IP hasn't changed in over 5 years... at any rate, the registration is working right now, but I just thought I'd let you know because that's what I'm seeing so I'm not sure where you're seeing the IP changing. That may not have been the issue, so thought I'd let you know. Check screenshot from securitytrails.com

Matthias · Mar 5th 2020, 6:24pm

Hi,

yes that the IP related to your domain but not the IP sending the request to our server.

iheathen · Mar 5th 2020, 6:27pm

ohhh weird. ok, sorry - didn't know there were so many different IPs. Would that be my internet provider then, or is it still the website/hosting company talking to your servers?

Matthias · Mar 5th 2020, 6:28pm

Hi,

it's the hosting company. They use a server cluster which changes the server IP based on the server load. Not sure how this works but its the reason why this happens. Usually its a range of around 10 different IP changing constantly.

jjsprague · Mar 29th 2020, 3:55am

I am having this "support expired" issue as well. I purchased premium support through the Envato link, but my profile still says "Support Expired" here. Please advise. I have some issues I need to get resolved with the new theme version. Josh

Matthias · Mar 30th 2020, 9:46am

Hi Josh,

your status updated in meantime. You can now ipen a thread.

jjsprague · Mar 31st 2020, 2:02am

Thanks Mathias!

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