Repeated Request for Activation

Hello,
Sorry to hear you are having issues. Please try this guide: https://forums.stardock.com/486311/accounts-and-activation-support-faq#keepsaskingactivation 

Thanks
Basj,
Stardock Community Assistant.

Hello Basj,

That didn' t work.

Can you elaborate, what did not work? It still asking for activation immediately after the steps mention there?

Thank you,

Basj,
Stardock Community Assistant

I followed the instructions to delete the folder as per error 212. I wasn't asked for reactivation immediately. I was asked for product key about 5 days later.

Ok, noted. There were reports by others before on similar issue. Their problem was due to their Antivirus/security keep deleting "license.sig" file within your product folder, in your case should be "C:\ProgramData\Stardock\Start11". Can you check if you were to be asked to activate again. Check if the "license.sig" still there inside this folder. If it is not, it shows that something deleted it off. Try looking into your Antivirus/security or any other software that manage your system such as "Wise care 365" etc. Try to set those programs to "white list" the "license.sig" file.

Thank you,

Basj,
Stardock Community Assistant

Will check and report back

I whitelisted the key file in both installations. Also scanned the files and they obviously were clean. I am still intermittently being asked for my key and email. When I am asked, the key file is missing in the ProgramData folder.

How do you/we make this go away?

There most probably something else is deleting that file if you found it is missing from that folder. To be sure, I have forward your problem/question to Stardock Support Team for their assistance. Please keep an eye on this thread for any updates. We appreciate your feedback and patience.

Thanks

Basj,
Stardock Community Assistant

Hi gderreck,

I would test buy completely disabling any AV or similar product and see if the issue is resolved. Some of these AV/"System Cleaner" products go a bit overboard at times. If it works, I would then contact the support of those products to have them address the issue properly for you

Paul Scroggins
Associate Technical Support Analyst

I am not eager to disable my malware defense for a week or more. Of more interest would be why your key file disappears in an environment where the file is whitelisted, is not in quarantine and is scanned as a clean file. I also can't imagine why I wouldn't be advised if my malware defense interacted with the file. I do not know of an antimalware program that makes files disappear without comment.

The only other action I can take is to forward the file to the antimalware vendor. Of further note is the fact that I use Microsoft Defender in one installation and a 3rd party program in the other. Finally, I don't believe I am the only user experiencing this issue. Perhaps the key could be encrypted and stored in the registry.

I am recommending it because we have seen it before.

It is happening to you on the PC where you are only running Microsoft Defender?

Do you also run any type of "system cleaner" applications on that PC?

Paul Scroggins
Associate Technical Support Analyst

Thanks Paul,

On one installation I have Microsoft Defender. On the other, I have Webroot Secure Anywhere. I also have Malwarebytes, but real time protection is turned off and there is no scheduled scan. I'll confirm that. No other anti-malware. I have been getting requests to activate Start11 on both installations. That's two different anti-malware programs.

I have Revo uninstaller but there is no run schedule for the cleaner. I'll also confirm that. Furthermore, anytime I uninstall a program, I manually check to see which files will get deleted by the program and I have never seen your key file.

I would be willing to turn off real time protection for a period of time, but the disappearance of the key files is intermittent. So if I do turn it off, it may prove nothing.

If you got nothing other than disabling Microsoft Defender and Secure Anywhere, why did I not get a history entry stating that the file had been quarantined or removed? Also, if I disable all realtime protection, how long will suffice? I don't think I'd want this to be open ended.

If it turns out Defender or Secure Anywhere is deleting your key file without telling me (not likely); how do I make that stop? I've already whitelisted the file? Secure Anywhere will not let me whitelist the file as it's not executable. But it did scan clean in both installations.

Finally, would the fact that I dual boot Windows with 2 different Start11 product keys have anything to do with it? Does the program scan all drives/partitions for key files and delete one as invalid? I have never had both installations request Start11 activation at exactly the same time. Perhaps the way you validate the software needs to be changed.

I am not trying to be unreasonable here. I just want a solution to this issue. Give me a plan, with boundaries, and I'll give it a shot.

Thanks,

Graham 

Hi Graham,

I have no issue with Defender, if all you are running is it, that is not the issue.

I would like for you to send me a file from each boot if possible.

They will be located at C:\Users\<username>\AppData\Local\Stardock\Start11 and the file is saslog.txt

It might be best to start a ticket with us to get the files to us, which you can do with the following link:

https://stardock.atlassian.net/servicedesk/customer/portal/4/group/13/create/10139

Paul Scroggins
Associate Technical Support Analyst

Hi Paul,

I opened the ticket and sent the files you requested...one for each installation. Is there anything else you want?

Thanks,

Graham