Learning Forum

[Roberto]

Hello 

A customer is stopped because he has changed his pc, and is no longer able to log into his account to download the software and activate it.
I send a private email of the email that doesn't work Devendra Badgujar

Regards

[Devendra Badgujar]

Hello Roberto

Let me check and get back to you. 

Regards. 

[Devendra Badgujar]

Hello Roberto

There does not seem to be any issue with customer's email address. Can you add the URL to the "allowed" list of sites under Cookies settings and see if that helps? Also, can they try logging in using incognito mode?

Please refer this article Preventing Discovery account login issues - Knowledge Base - Ansys Discovery Forum and see if that resolves the issue. 

Regards. 

[Roberto]

Hello Devendra Badgujar I have already done these tests, it does not seem caused by a browser or network problem as I have tried it on the PCs of my company where access to everything is allowed.
Try to access the ansys account with the email I sent you and the error will also come out to you
Let me know

Regards

[Devendra Badgujar]

Roberto 

Thanks for the update. I will test and report it to the concerned team. 

Regards. 

[Devendra Badgujar]

Hi Roberto

Is the customer using VPN which might have change their location resulting in the error to log in?

Please try log in without VPN and check. 

Regards. 

[Roberto]

Hello Devendra Badgujar

I just asked the customer and the VPN may have been used 2 years ago, but now it hasn't been used anymore.
is it possible to reset the data to make the license work now?

Regards

[Devendra Badgujar]

Roberto 

Could you please try clearing your browser chache? In the meantime, I can check with my team to get more information on the error.

[Roberto]

Hello Devendra Badgujar

I forgot to answer you, yes the problem is solved

Regards

[Roberto]

Hello Devendra Badgujar let me know what the team will say, tomorrow morning I will try to clear the client's browser cache, but I don't think it's because of that as the account doesn't work on other PCs and even from the phone

Regards

[Roberto]

Hello Devendra Badgujar

The license does not work even if you delete cache

Regards

[Devendra Badgujar]

Roberto 

I am checking with the team, will get back to you. 

Regards. 

[Devendra Badgujar]

Hi Roberto

Can you access the ''Need help'' link shown below and see if any solutions help. Also, can you confirm if the new PC was bind to another account previously?

Regards.

[Roberto]

Ciao  Devendra Badgujar

I tried to read but there is no solution, can't you reset the license?

If it doesn't go if I create a new ansys account and license it do you think this will work?

Regards

[Devendra Badgujar]

Roberto 

Let me get more information from the team, will keep you updated. Thank you!

[Devendra Badgujar]

Hello Roberto

We have enabled the user's account, please ask the user try log in. 

Let me know if the problem persists.

Regards.