Not able to activate Aurora HDR

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Leonid Belskiy

• June 17, 2020 15:55

If you're receiving "We are having trouble connecting, please check your internet connection and try again" error on Windows or "An error occurred retrieving update information" on Mac, try one of the installers below:

Mac: https://downloads.skylum.com/aurorahdr/mac/AuroraHDR.dmg
Win: https://downloads.skylum.com/aurorahdr/win/1.0.0/AuroraHDR_Setup_Offline.exe

Acquired the Aurora license as a part of bundle /deals.macappware.com/ 

Tried  to activate via a link provided  by the seller - received this error message

Tried the link provided above, it still doesn't work on both Mac and Windows (same message)

Can you please advise how to fix this. 

PS

AuroraHDR_Setup_Offline.exe ( product version 2.1.5.183)

I removed previous Aurora install, restarted my computer and installed this from scratch

 

 

 

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• Official comment

  

  Angela Andrieux

  • June 17, 2020 17:16

  Hi Leonid,

  Please reach out to us at www.skylum.com/support so our techs can investigate the issue.

  I also recommend double checking to make sure your computer meets the system requirements listed here: https://skylum.com/aurorahdr/tutorials/2019/system-requirements-for-mac-os-and-windows

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  Leonid Belskiy

  • June 18, 2020 09:17

  Thank you Angela,

  I have sent a request to support. 

  I believe my computer meets the requirements, but I still can't activate Aurora HDR.

  MacBook Retina 12-inch 2017, Dual Core Intel Core 3, 8Gb memory,macOS®️ Catalina 10.15

  In any case the error message is not correct - trouble connecting ?????

  BR Leonid

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  Elena Blum

  • June 18, 2020 14:35

  Hi Leonid,

  Are you, by any chance, located in the country, where our servers are blocked (E.g. Russia, etc)? If that's the case, please try using a VPN to activate the app or run the trial.

  We recommend using TunnelBear VPN which you can download here (be aware that you need to sign up first):

  https://www.tunnelbear.com/  

   

  If that doesn't help, please let us know.

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  Leonid Belskiy

  • June 18, 2020 15:27

  Thank you Elena,

   

  Yes, I am based in Russia.

  I just tried my own VPN (Windscribe) and I was able to activate my license.

  Finally, the mystery was resolved !!!

  PS

  I didn't try VPN before, because my Skylum.account was working fine without any VPN.

   

  BR Leonid

   

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