Activation Issues
- Paul Petrin
Common Activation Issues
Below are the 3 main types of activation issues:
- Connection to the server failed.
- The product key has already been activated on the maximum number of computers
- The key is either incorrect of for another version of SigmaXL
- Run-time error '53': File Not Found: TurboActivate.dll
Connection 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:
- A firewall is preventing connection to our activation server
- Network congestion or connectivity issues
In both circumstances above, visit the following link for instructions on how to activate manually:
https://sigmaxlinc.atlassian.net/servicedesk/customer/portal/2/article/197591041
The product key has already been activated on the maximum number of computers
This will occur if the serial number entered has already been used for activation.
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
The above issue can be resolved by following the steps below:
Copy (ctrl+c) and paste (ctrl+v) the number into the serial number field in the activation window:
Activation on MacOS
Note that copy/paste does not work on the Mac
If the product key must be entered manually, be sure to include dashes.
SigmaXL 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:
Contact support to confirm which version your license is eligible for.
Run Time Error '53'. File Not Found: TurboActivate.dll
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.