My player was working normally yesterday, but today the content is not playing and all I see is a Checking Licence icon appearing in the corner. How do I get the Acquire Player back to playing normally?
If your Acquire Player was activated using a PLUS! Network username and password, you will need to ensure the PC has an on-going Internet connection to ensure, a) content will play normally and b) you/we are able to remote access the Player to be able to support, deploy projects or make system changes.
The Player must be able to contact the PLUS! Network server at least once in any 15 day period to ensure the licence remains active. If this fails, then your player will display a Checking Licence message and the content will not play. In addition, please ensure the date and time is correctly set on the player as this will also cause the issue.
Once an Internet connection is restored and the Player is able to contact the PLUS! Network to verify the licence, Acquire Player will resume playback. For help with this issue, please see: Players not in contact. To check the network connectivity you will need to return to the Windows desktop, but if you cannot easily break out of the Checking Licence message onscreen, to be able to return to the Windows desktop, press Esc and your Passphrase slowly. If you have tried several times without success, reboot the PC and try again.
Acquire Player can also be licensed using a PLUS! Network authentication details and/or licence key file (.cbk), allowing units without a fixed Internet connection to remain active (for further information on this please contact our Sales team) . If you are experiencing a Checking Licence problem with a Player, which was previously registered with a PLUS! Network username and password in the past, but now only use a licence key file only then you should ensure to remove the PLUS! Network information from the Registry. If this occurs please submit a support ticket and we can provide you with the steps to resolve this.
Please note: if your account has expired you will also get a Checking Licence message, in which case you may need to contact the Accounts Department at Acquire Digital.