Callum-357583 Posted November 24, 2023 Share Posted November 24, 2023 HiI am trying to de-activate my rail master from my old PC as I have bought a new computer and need to activate it on the new PC.When I click the de-activate button and click Yes to are you sure, it says connecting to gateway and then de-registering railmaster. Railmaster then closes down by itself but when I re-open it, it is still registered.Can anyone think of what might be going wrong?I have tried emailing support but not had a reply.ThanksCallum Link to comment Share on other sites More sharing options...
St1ngr4y Posted November 24, 2023 Share Posted November 24, 2023 Have you tried activating it on your new pc?Ray Link to comment Share on other sites More sharing options...
Callum-357583 Posted November 24, 2023 Author Share Posted November 24, 2023 Yes I have tried and it says "key was not downloaded correctly" Link to comment Share on other sites More sharing options...
P-Henny Posted November 24, 2023 Share Posted November 24, 2023 RM should not close itself as part of the deactivation process. I would say your RM installation may have a corruption in it. I suggest that you run the RM installer (right click, run as administrator) over the top of the existing installation to see if the glitch can be fixed, then try 'deactivating' it again afterwards. Link to comment Share on other sites More sharing options...
96RAF Posted November 24, 2023 Share Posted November 24, 2023 Likely if you failed to deactivate on the old pc but have tried to activate on the new pc RM has got it pants in a twist. Link to comment Share on other sites More sharing options...
P-Henny Posted November 25, 2023 Share Posted November 25, 2023 If all attempts to deactivate RM on the old PC fail, then try following the procedure documented in this previous recent thread.https://uk.hornby.com/community/forum/want-to-reload-railmaster-on-new-computer-but-old-one-has-failed-and-cant-deactivate-rm-to-reload-it-i-have-original-cd-and-activation-key-371825?ccm_paging_p=1 Link to comment Share on other sites More sharing options...
Callum-357583 Posted November 25, 2023 Author Share Posted November 25, 2023 If all attempts to deactivate RM on the old PC fail, then try following the procedure documented in this previous recent thread.https://uk.hornby.com/community/forum/want-to-reload-railmaster-on-new-computer-but-old-one-has-failed-and-cant-deactivate-rm-to-reload-it-i-have-original-cd-and-activation-key-371825?ccm_paging_p=1 Hi I tried installing (right-click run as administrator) over the top of my existing install on the old PC but still the same thing happened, when de-activating it closed down. I tried the process on the other thread but I do not get a form come up to have my key reset, it just says key not downloaded correctly. Unless I get a reply from Hornby railmaster support, it looks like I'm stuck! Link to comment Share on other sites More sharing options...
P-Henny Posted November 25, 2023 Share Posted November 25, 2023 I can't remember exactly how to get to the form, but I do remember that it doesn't appear automatically. You try to activate the key and when you get the failure message there is a clickable link somewhere that you use to open the form, but as far as I can remember you have to attempt a key activation first before you can access the form.The form link may be in the "Help" menu whilst the key error message is still showing on screen, you just need to look around for it.As I said in the other thread, I have had to do it twice now. But so long ago I can't remember the detail, but I do recall I had no trouble finding the form. Link to comment Share on other sites More sharing options...
Callum-357583 Posted November 25, 2023 Author Share Posted November 25, 2023 I've tried again and according to the knowledge base, when trying to activate a key that's already active, it should then come up with the key reset form however this is not happening. It seems to just not recognise the key. This makes me think it must be a Hornby server issue again? Link to comment Share on other sites More sharing options...
Fishmanoz Posted November 26, 2023 Share Posted November 26, 2023 Hornby is not invlolved. HRMS is separate.Try emailing HRMS at support@rail-master.com with all of your original RM registration details and ask them to reset it.Tell them your symptoms while you are doing so. Link to comment Share on other sites More sharing options...
Callum-357583 Posted November 27, 2023 Author Share Posted November 27, 2023 HiI've sent them another email - hopefully they'll reply. Link to comment Share on other sites More sharing options...
Callum-357583 Posted December 8, 2023 Author Share Posted December 8, 2023 RM Support kindly manually de-activated it for me on the old PC however it still won’t activate on the new computer. Could it be an issue with Windows 11?* I am logged into windows as administrator* I have ticked run as administrator in Compatibility* I have un-ticked Read-Only on the RailMaster program folder although it keeps changing back to read-only.* I have added RailMaster as an exception on the Windows Firewall * I have ticked 'Full Control' for the RailMaster folder* I have tried disabling Windows Antivirus and Firewall (no otherantivirus/firewall installed)* I have tried connecting via a mobile hotspot in case it's the router blocking it* I have tried downloading again from the link provided and re-installing it (run as administrator) Link to comment Share on other sites More sharing options...
Fishmanoz Posted December 8, 2023 Share Posted December 8, 2023 It won’t be a W11 issue as there are none.I trust when you say you re-installed, you did so over the top of your existing installation rather than removing and re-installing as this is unlikely to fix anything. Suggest you email HRMS again, describing in your email exactly as you’ve done here. Link to comment Share on other sites More sharing options...
Callum-357583 Posted December 8, 2023 Author Share Posted December 8, 2023 It won’t be a W11 issue as there are none.I trust when you say you re-installed, you did so over the top of your existing installation rather than removing and re-installing as this is unlikely to fix anything.Suggest you email HRMS again, describing in your email exactly as you’ve done here. Yes I installed over the top of the existing installation. I’ve even tried setting up another administrator account with no password because someone else said removing their password fixed it but still no luck. I’ve emailed HRMS hopefully they will have a solution. Link to comment Share on other sites More sharing options...
Yelrow Posted December 8, 2023 Share Posted December 8, 2023 callum, Ask RM support to hook up to your new computer, and install. they have an app which allows them to do it, remotely, while you watch. Link to comment Share on other sites More sharing options...
Fishmanoz Posted December 8, 2023 Share Posted December 8, 2023 Yelrow’s is one possibility Callum but usually only when there is a subtle issue with your installation (as there was for Yelrow back in the day). In your case, I think it more likely there is a problem with connecting to the HRMS server. But no point speculating, let the experts solve it for you. Link to comment Share on other sites More sharing options...
Callum-357583 Posted December 22, 2023 Author Share Posted December 22, 2023 Hi The issue has been resolved. In case anyone else has issues with activation/de-activation, both my broadband router and my phone (when using it as a hotspot) were blocking the communication with the RM activation server. The solution was I had to take the computer to work and plug it in via Ethernet because even the Wi-Fi blocked the connection.ThanksCallum Link to comment Share on other sites More sharing options...
P-Henny Posted December 22, 2023 Share Posted December 22, 2023 thumbsup Link to comment Share on other sites More sharing options...
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