Icenium says subscription expired

14 posts, 1 answers
  1. Don
    Don avatar
    66 posts
    Member since:
    Jun 2012

    Posted 10 Jul 2013 Link to this post

    I recently paid for my Icenium subscription via Telerik points.  If you look at my account, Icenium is paid for until August 4th.  However, whenever I try to open my project in Icenium, I receive this message:

    "Payment Required - Your subscription has expired.  Click to Subscribe and mange your subscription."

    I need to work on my project.  Please fix this.
  2. Steve
    Admin
    Steve avatar
    10941 posts

    Posted 10 Jul 2013 Link to this post

    Hi Don,

    Your account correctly shows that Icenium license would expire on 04-Aug-2013, so there is no mistake there. Please log-out of your account (Mist/Graphite) and log-in again in order for your purchase to be reflected. If you have used public Identity Provider (e.g. Google) you should log out from your gmail account first. The same goes for other supported providers.

    Regards,
    Steve
    Telerik

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  3. Don
    Don avatar
    66 posts
    Member since:
    Jun 2012

    Posted 10 Jul 2013 Link to this post

    I use my Telerik id to log in and I have tried to log out and back in numerous times, but it always says that my subscription has expired.  I've attached 2 screen shots to show exactly what I see.  

    Please note in the second screen shot that it says "Icenium Ultimate Edition (Trial) - Expires 6/7/2013" in Graphite but when I log in to telerik.com and look at Icenium under "Products & Subscriptions", it lists "Complimentary Icenium Developer Edition - Monthly Subscription" for Subscription Type with an expiration of August 4th.  It appears as though Graphite is not syncing subscription information with my telerik account no matter how many times I try to log out and log back in.  I get the same "subscription expired" error when I try to log into Mist.

    UPDATE:  Wanted to add that the problem still exists after uninstalling/reinstalling.
  4. Answer
    Steve
    Admin
    Steve avatar
    10941 posts

    Posted 11 Jul 2013 Link to this post

    Hi Don,

    Thanks for the additional information. We've identified a problem on our end and have fixed it already, so you should be able to log-in successfully now and continue your development.

    Please excuse us for the temporary inconvenience.

    Regards,
    Steve
    Telerik

    Looking for tips & tricks directly from the Icenium team? Check out our blog!
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  5. Don
    Don avatar
    66 posts
    Member since:
    Jun 2012

    Posted 11 Jul 2013 Link to this post

    It appears to be working now.  Thank you.
  6. Bruno
    Bruno avatar
    9 posts
    Member since:
    Oct 2013

    Posted 08 Jan 2014 Link to this post

    Hi,

    Sorry for revive this post, but I have the SAME issue. Exactly the same. Logged out several times already. I logged in with Google Acc. 

    How to fix it?
  7. Steve
    Admin
    Steve avatar
    10941 posts

    Posted 09 Jan 2014 Link to this post

    Hi Bruno,

    Icenium being a cloud service detects your license based on the log-in email. In this case the associated email with the Telerik account is b*****3@gmail.com. When you log-out, what is the provider that you choose, google, facebook or Telerik? All three of these account can be wired up to your gmail account, but you should use Telerik as login provider.

    If the above does not help, please try clearing Chrome cookies and cache, log off and close browser. Start browser and log-in with the email associated with your Telerik account (b*****3@gmail.com). If that does not help, please start Chrome developer tools (Ctrl + Shift + I) and inspect the gravatar in your account (see screenshot). You would then be able to see the email address used for log-in in the alt attribute, so that you are sure you're logged in with the correct account.

    Regards,
    Steve
    Telerik
    You've missed the Icenium Visual Studio Integration keynote? It has been recorded and posted here.
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  8. Bruno
    Bruno avatar
    9 posts
    Member since:
    Oct 2013

    Posted 09 Jan 2014 Link to this post

    Hi,

    I did everything you said and tried in Safari too. The problem persists.

    I`m using now the Telerik account and still doesn`t working.

    I inspected the gravatar and the email is correct.

    I attached some prints below.

    Att,

    Bruno Rodrigues Froz
  9. Steve
    Admin
    Steve avatar
    10941 posts

    Posted 10 Jan 2014 Link to this post

    Hi Bruno,

    I appreciate the additional information, however I believe you are logging with different account as suspected. On your screenshots, I see two projects (Cardapio, workstation) which are not present in your
    b*****3@gmail.com account. In fact there are no projects in this account at all. If the browser is caching your login credentials, start an incognito window and try logging with the b*****3@gmail.com account again.

    Regards,
    Steve
    Telerik
    You've missed the Icenium Visual Studio Integration keynote? It has been recorded and posted here.
    Looking for tips & tricks directly from the Icenium team? Check out our blog!
    Share feedback and vote for features on our Feedback Portal.
  10. Bruno
    Bruno avatar
    9 posts
    Member since:
    Oct 2013

    Posted 10 Jan 2014 Link to this post

    Actually, Steve, I erased those two projects yesterday, after post here. It was a last attempt.
    You can see the last print here.

    You can see that the Icenium still thinks I'm using the expired Trial of Ultimate Edition, but I bought the Developer Edition on Jan 7. I think that's the problem. One more time, I'm using the b....3@gmail.com account in every try.

    Att,

    Bruno Rodrigues Froz
  11. Steve
    Admin
    Steve avatar
    10941 posts

    Posted 13 Jan 2014 Link to this post

    Hello Bruno,

    It appears the problem was on our end and we were able to find and fix it. Please try log-out/log-in again and you should be successfully recognized as a licensed developer.

    I've extended your subscription with 4 days, during which you were unable to login.

    Please excuse us for the temporary inconvenience!

    Regards,
    Steve
    Telerik
    You've missed the Icenium Visual Studio Integration keynote? It has been recorded and posted here.
    Looking for tips & tricks directly from the Icenium team? Check out our blog!
    Share feedback and vote for features on our Feedback Portal.
  12. Bruno
    Bruno avatar
    9 posts
    Member since:
    Oct 2013

    Posted 13 Jan 2014 Link to this post

    Now is working. Thanks for the support.
  13. Ryan
    Ryan avatar
    43 posts
    Member since:
    Mar 2012

    Posted 14 Jan 2014 Link to this post

    I've got the same problem guys :(  Just hit me today.  subscription expires in June but it's telling me that it's already expired...dead in the water here and I'm not amused one bit...

    somebody needs to fix this ASAP

    UPDATE: for some reason I can get into Icenium Mist from my macbook fine but not from the windows VM where I had Graphite installed???  Mist doesn't work from the Windows VM either
  14. Steve
    Admin
    Steve avatar
    10941 posts

    Posted 15 Jan 2014 Link to this post

    Hello Ryan,

    There has been a short maintenance of our database yesterday that could have caused this temporary problem. Everything should be fine now, so please try again and let us know how it goes.

    Regards,
    Steve
    Telerik
    You've missed the Icenium Visual Studio Integration keynote? It has been recorded and posted here.
    Looking for tips & tricks directly from the Icenium team? Check out our blog!
    Share feedback and vote for features on our Feedback Portal.
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