I see "Error code: 17" when I try to authorize Mastering The Mix Levels. What does that code mean?

[tonedef71]

I am seeing "Error code: 17" while trying to authorize my copy of the Levels plug-in. What does that error code mean?



The MasteringTheMix.com website only describes two error codes:

Below are the error codes that can be displayed when trying to activate LEVELS and what they mean.

Error Code 5 : The product key has already been activated with the maximum amount of computers.

Error Code 6 : The product key has been revoked.

I am reaching out to folks here on KVR because I have received no reply back from support@masteringthemix.zendesk.com.

[annode]

I don't own this, but have you tried typing in the auth code if you are copy/pasting it in?
I've seen this before.

[tonedef71]

I don't own this, but have you tried typing in the auth code if you are copy/pasting it in?
I've seen this before.

Thank you for the suggestion. It sounded crazy enough that it just might work, so I tried it. Unfortunately, it did not make any difference typing the code in manually.

One more thing I tried afterwards was to delete the C:\ProgramData\LEVELS\levels-license.dat file. Now when I try to authorize, I see "Error code: 8".

8 is also not one of the two error codes defined at the MasteringTheMix web site. It would be helpful if the product's support representative would respond back to my request for help.

[Armagibbon]

I remember when error codes and custom scripts were major sections of software manuals. Sure miss that shit now.
It's a long shot, but does this thing have a manual and does that have a table of error codes?

[tonedef71]

I remember when error codes and custom scripts were major sections of software manuals. Sure miss that shit now.
It's a long shot, but does this thing have a manual and does that have a table of error codes?

Thank you for the suggestion. The only provided manual that covers authorization is the two-page Quick Start guide which devotes two short paragraphs to the topic. Troubleshooting is not covered in any of the manuals, and there are no appendices with tables or charts.

I tried installing/reinstalling the plug-in, but that made no difference. I'm stumped.

I suppose that the issue could be related to a Windows 10 update, but it has been quite some time since I last attempted to use the LEVELS plug-in, so it would not be a simple case of invoking System Restore to go back in time a little ways to see if the problem goes away.

[annode]

If you haven't read this;
- Educational licenses can not be transferred
- you need to be online to authorize
- won't run on a second PC
Did you buy the license from a third party re-seller or individual?
So what happened, the trial ran out and you purchased a license and it never took?
Are the error codes the same from the circled GUI question mark (HELP) as the Support/FAQ at their site?

[MogwaiBoy]

Good points, annode.

Also try

- "Run As Administrator" when opening your DAW
- Disable antivirus

[tonedef71]

If you haven't read this;
- Educational licenses can not be transferred
- you need to be online to authorize
- won't run on a second PC
Did you buy the license from a third party re-seller or individual?
So what happened, the trial ran out and you purchased a license and it never took?
Are the error codes the same from the circled GUI question mark (HELP) as the Support/FAQ at their site?

Thank you for the reply. I purchased a normal license from AudioDeluxe.com. I am not sure if I ever ran it as a trial. I believe that I installed it and it authorized just fine.

The only error codes documented are the two mentioned at the web site: 5 and 6. Nothing about 8 or 17.

[tonedef71]

Good points, annode.

Also try

- "Run As Administrator" when opening your DAW
- Disable antivirus

Thank you for the suggestions. I will try those next.

I did try re-installing as Administrator, but I did not yet try running as Administrator. I have both a runtime antivirus and runtime malware fighter as background processes; I will try to disable both.

[MasteringTheMix]

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Hey Tonedef,

Error code 17 suggests that you're using a virtual machine (an operating system or application environment that is installed on software, which imitates dedicated hardware). LEVELS cannot be activated on a Virtual Machine unfortunately.

The cure for error code 8 is to re-install but looking at your comments above you tried that and it didn't solve the issue. Apologies for the delayed response via support@masteringthemix.zendesk.com (mailto:support@masteringthemix.zendesk.com). This is still the best email to get support.

Thanks,

Tom.

[tonedef71]

Hey Tonedef,

Error code 17 suggests that you're using a virtual machine (an operating system or application environment that is installed on software, which imitates dedicated hardware). LEVELS cannot be activated on a Virtual Machine unfortunately.

The cure for error code 8 is to re-install but looking at your comments above you tried that and it didn't solve the issue. Apologies for the delayed response via support@masteringthemix.zendesk.com. This is still the best email to get support.

Thanks,

Tom.

Thank you for the reply, Tom. I am not trying to activate LEVELS on a virtual machine. I am trying to activate it on a notebook PC running Windows 10 Pro x64. While Microsoft Hyper-V may be activated on the PC, I am not running any virtual machines, so that should not be a problem.

Do you have any suggestions to help me troubleshoot why the plug-in won't authorize anymore?

[tonedef71]

Good news! I finally managed to get my LEVELS plug-in to re-authorize.

Here's what I did:

First, I restored the C:\ProgramData\LEVELS\levels-license.dat file that I had deleted while troubleshooting; it is a good thing I had not emptied the recycle bin yet. I do not know what created that file, but I probably should not have deleted it.

Next, I disabled the Microsoft Hyper-V hypervisor by running the following command from an Administrator prompt:

Code: Select all

dism.exe /Online /Disable-Feature:Microsoft-Hyper-V

The command above requires a reboot which also results in a couple of restarts before Windows is ready to use again.

Anyway, after disabling the hypervisor, the plug-in was able to authorize.

This suggests to me that the protection routine for the LEVELS plug-in requires that hyper-virtualization be disabled. Such a policy seems overbearing to me; even nasty iLok was never that picky! I had originally enabled hyper-virtualization to improve overall system stability; maybe I no longer need it anymore (my system stability improved quite a bit just by installing the NVidia nvhda64v.sys driver file to C:\windows\system32\drivers folder).

Well, Tom, please add the following to the support knowledge base: the LEVELS plug-in requires that hyper-virtualization be disabled.

[MasteringTheMix]

Thanks for sharing! And you're right, it is overbearing and I apologise for the process you had to go through to successfully activate LEVELS. Since you brought this case up we have changed the process and our future products (and LEVELS updates) will not require hyper-virtualization to be disabled.

This kind of feedback really helps us to better serve our customers, which is our main goal! Thanks Tonedef71

[tonedef71]

we have changed the process and our future products (and LEVELS updates) will not require hyper-virtualization to be disabled.

Thank you!