License Activation

Troubleshooting guide

This guide helps you resolve issues activating or retrieving your Derby license.

Cloud License Retrieval

"Unable to retrieve license"

Check your internet connection

License retrieval requires an active internet connection. Try opening a web page to verify connectivity.

Verify your email

Make sure you're signing in with the same email address used to purchase or request your license.

Check for existing license

If you recently purchased, your license may still be processing. Wait a few minutes and try again.

Firewall settings

Ensure your firewall allows Derby to access login.microsoftonline.com and derby.com.mx.

Authentication Loop

If you keep being asked to sign in repeatedly:

  • Clear your browser's cookies for Microsoft accounts
  • Try signing out of other Microsoft accounts first
  • Use a private/incognito browser window if prompted

Post-Purchase Activation

"No entitlement found for this email"

  • Verify you're using the exact email from your purchase confirmation
  • Check your spam folder for the purchase confirmation
  • If you paid via bank transfer, wait for payment confirmation (1-2 business days)

"Maximum activations reached"

Each license can be activated on up to 2 computers. If you've reached this limit:

  • Deactivate Derby on an old computer before activating on a new one
  • Contact support to request additional activations

Hardware Changes

License Invalid After Hardware Change

Derby licenses are tied to your computer's hardware. Major hardware changes may invalidate your license.

What counts as a major change:

  • Replacing the motherboard
  • Significant hardware profile change (multiple components at once)
  • Moving to a new computer

What doesn't affect your license:

  • Adding RAM
  • Changing hard drives
  • Updating operating system

Solution: Re-retrieve your license using the cloud retrieval option. If that fails, contact support.

Offline Activation

If you don't have internet access on the computer running Derby:

  1. In Derby, go to Help > License > Request License
  2. Fill in your name and email
  3. Copy the displayed hardware ID
  4. From another device, email the hardware ID to support
  5. You'll receive a license file to copy to the Derby computer
License File Location

Place manual license files in:
Windows: %APPDATA%\Derby\license.xml
macOS: ~/Library/Application Support/Derby/license.xml
Linux: ~/.config/Derby/license.xml

Trial & Demo Mode

Trial Expired

The free trial lasts 3 days. After expiration:

Demo Mode Limitations

In demo mode, certain data is masked (weights, PINs). To see full data, activate a valid license.

Lease Licenses

"License validation failed"

Lease licenses require periodic validation (every 5 days). If validation fails:

  • Check your internet connection
  • Verify your subscription is active and payment is current
  • Derby provides a 7-day grace period for temporary issues

Grace Period

If you're in the grace period, Derby will show a warning but continue working. Resolve the issue (payment or connectivity) before the grace period expires.

Contact Support

If you're still having license issues:

  1. Note any error messages displayed
  2. Have your purchase confirmation email ready
  3. Contact support with these details