Below are the 3 main types of activation issues:
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| server connectionserverconnection | server connection |
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Activation server connection issueConnection issue to the activation server
If the activation window appears to be unresponsive after hitting Activate, it may be an indication that there is an issue connecting to the activation service.
You may also see the message "Connection to the server failed.":
This issue occurs due to the following reasons:
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- A firewall is preventing connection to our activation server
- Network congestion or connectivity issues
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In both circumstances above, visit the following link for instructions on how to activate manually:
https://sigmaxl.com/sigmaxloffline62.shtmlsigmaxlinc.atlassian.net/servicedesk/customer/portal/2/article/197591041
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| key already used | key already usedkeyalreadyused |
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| keyalreadyused |
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The product key has already been activated on the maximum number of computers
This will occur if the serial number you've entered has already been used for activation.Any user may have up to two devices activated per license provided only one license is being used at a time. By default, SigmaXL licenses have one activation.
Contact support to enable a second activation for another computer, for example a work laptop or home computer.
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key not valid | key not valid | The Key is not validImage Removed
If the license is to be transferred, SigmaXL must be deactivated on the system it was previously activated on prior to activation on the new system. Click here for instructions on how to deactivate SigmaXL.
The key is either incorrect of for another version of SigmaXL
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The above issue can be resolved by following the steps below:
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Copy (ctrl+c) the license number directly from our purchase confirmation email and paste (ctrl+v) the number into the serial number field in the activation window: Image Removed
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| Note that copy/paste does not work on the Mac |
If the product key must be entered manually, be sure to include dashes.
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| Some characters look very similar to others. For example, B can look like 8, 0 can look like O, I can look like 1 or L, etc. | Contact support to determine which version number your license is eligible forSigmaXL serial numbers are not generated using the number 1, as this character is often hard to distinguish from the letter I. For reference, SigmaXL serial numbers currently contain 7 groups of 4 characters, separated by dashes:
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Contact support to confirm which version your license is eligible for.
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Run Time Error '53'. File Not Found: TurboActivate.dll
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The above error may occur when at least one of the below statements is true:
- The system is missing the required Microsoft Visual Basic C++ 2015-2019 Redistributable.
- The wrong bit version of SigmaXL is installed for Excel (32-bit or 64-bit).
- Excel is having trouble locating the files it needs to run SigmaXL.
- Office was not installed to the Program Files or Program Files (x86) directory.
To prevent this issue from occurring:
- Download and install the 32 and 64 bit versions of the required Microsoft Visual Basic C++ 2015-2019 redistributable.
- Ensure you have the appropriate bit version of SigmaXL for your installation of Excel. Please see our Help Desk article explaining how to determine the version of SigmaXL you should be using.
- Configure SigmaXL to launch automatically with Excel. Please see our Help Desk article: Load SigmaXL automatically with Excel.
- If solutions 1, 2 and 3 do not resolve the issue, follow the instructions included in the helpdesk article, Moving core SigmaXL components to Windows system folders.