license problem

[Zonghu Pei]

Dear STKO team，
How do I re-associate my device and licenses？My license now is not active on another device, but I still can not use this license. Could you help me? Thank you!

[HC2020]

Dear Zonghu,

We need you to please confirm which customer ID appears. Please click on Help and System Info and copy the customer ID you see there.

Best,

Hannah

[Zonghu Pei]

Dear Hannah,
Here is my customer ID:

[HC2020]

Dear Zonghu,

Can you please send us (by email to [email protected]) the following files:
the licenseSetup.log file (It can be found in a path similar to file C:\Program Files\STKO), and the STKOerrorFeature.txt and the STKOlicense.txt files, which can be found in a path similar to C:\Users\YOURUSER\AppData\Local\ASDEA Software Technology\STKO

Thanks and best wishes,

Hannah

[Zonghu Pei]

Dear Hannah,
I have sent the files. Thank you!
Best wishes
Zonghu Pei

[HC2020]

Dear Zonghu,
We haven not received your email. Double-check that you sent it to the correct address. If you did, potentially, the files are too big. Try to put everything in a zip file and send them again.
Best wishes,
Hannah

[Zonghu Pei]

Dear Hannah,
I have sent the files again. Have you received it now? Or is it recognized as spam?
Best wishes
Zonghu Pei

[HC2020]

It still hasn't arrived, nor is it in Spam. Try to send me the files as a private message here.
Best,
Hannah

[Zonghu Pei]

Dear Hannah:
The files are not allowed for private message. So I attached here.
Best,
Zonghu Pei

[HC2020]

Dear Zonghu,

It looks like your license didn't detach properly from another device on which it was installed. We have sent you an email with instructions and a link to a tool that will complete the detach function.

Let me know if you receive the email (from [email protected]). Make sure to also double-check your spam folder