Activation - Communication with the server has failed

Applicable SongShow Plus Versions: 
This article applies to all versions of SongShow Plus.

  * Updates correcting this issue may be available. Ensure that you are using the most current build of SongShow Plus from the Download page before proceeding. * 

Symptom:
During activation, usually after entering the Org ID and password, the user receives an error message - Communication with the server has failed. 

Possible Cause:
If a SongShow Plus Version 8.5 or older is being used, there is a TLS limitation that no longer allows activation online. 

Possible Solution:
Contact the Support Team and include the error message in the report as well as the name of the license being activated if known - Support intervention for offline activation (EO014) may be required.

Possible Cause:
Fora all versions, it is possible there is a server-side error preventing account access for activation. (1119)

Possible Solution:
It is possible that the activation servers are temporarily offline.  Wait 10 minutes and try again.

Possible Solution:
If this persists, contact the Support Team and include the error message in the report as well as the name of the license being activated if known - Support intervention for offline activation (EO014) may be required.

**NOTE - Offline activation will require that you provide certain information about your machine. You can provide the info below in you support ticket:  

• SSP Version to activate
• License/Machine name to activate
• Your Machine Key.  Here is a way to get that without deactivating first:
  • Launch SongShow Plus and from the main toolbar, click Update.
  • Select "Purchase Plug-ins..."
  • When prompted about password, click yes then Next.
  • Enter your password and click Next.
  • When you get the Communication Failed message, locate the Machine Key field.?
  • Right-click the Machine Key and select Copy, then paste it into a reply to this email (DO NOT send a screenshot of the key as it cannot be copied from an image)?.

Once we have this we can send you a license file and you can do the update at your convenience.

If this does not resolve the issue, contact the Support Team.

(TS376)