Griaule Biometrics

Dear customer,

You are having these errors because you ran out of credits or your puchase has not being approved yet, if the latter is the case contact with sales@griaulebiometrics.com.

If you have more questions, let us know.

Jan Beeck

Griaule Support Team

Hi there,

I recently upgraded some developer's machines' OS. now my licences don't work since the hardware key changed.

is it possible to reset the licenses? or is there a way to be able to reinstall the set I have.

Thank you,

Jaime flores

Dear customer,

The licenses are generated with the MAC address, you have to revoke those licenses on our website.

If you have more questions, let us know.

Jan Beeck

Griaule Support Team

We lost those hard drives. 

Are they useless once they revoke them?

Do we need to buy new ones or those credits are added to our account again?

I guess that info is given in the process of revoking licenses, but I dont hold the main account that owns those licenses.

Thank you.

Good day!

We tried to activate the 90 day Trial with the License that we bought for 20 fingerprint devices. The license has never been used on any other machine.

The first time we tried to activate the error code 302 showed. Which I understand is an internet issue, but we had internet on the premises and could access the internet in all the machines.

Then when I tried at home on my PC to activate it gave me the error code 305.Which is a credit issue, I don't understand this running out of credits when we haven't even used it yet!

Please help and awaiting your soonest reply. Thanks!

Dear customer,

We searched our databases for this e-mail you passed, but this account you cited is not registered to our website.

Best regards,

--
Matheus Smythe Svolenski
Griaule Biometrics Support Team

Hi there,

We bought the licenses from Bayometrics. Please find attached the invoice for your reference.

Best regards,

Amy

Dear customer,

Did you try to talk to your distributor?
Should they transfer the licenses you bought to the account you said or they just sent you the Product Key for you to install it?

It all depends on the kind of contract you've made. Please try to find out with them if they're going to transfer these licenses for your account, if that's the case, you have to create an account at Griaule Biometrics to get it or use one already existent, like yours.

Best regards,

--
Matheus Smythe Svolenski
Griaule Biometrics Support Team

hi there!

they gave us the product key for us to install.

there was no mention of transfering anything ot our account. i will check with them on this matter then. thanks a lot!

best regards,

amy

Dear customer,

Hope your problem is solved.
If you have more doubts, don't hesitate to contact us.

Best regards,

--
Matheus Smythe Svolenski
Griaule Biometrics Support Team

hello,

just buy few days ago, and have: online activation error 305 !!!

we need help to resolve this probleme because we stay in test periode to develop this solution in a  mobile emergency software.

thanks

Dear customer,

The payment of theses licenses you bought has been already confirmed?
They are already available for use in the account you used to buy them?

Best regards,

--
Matheus Smythe Svolenski
Griaule Biometrics Support Team

Dear customer,

Did you buy your licenses directly from Griaule?
There's no such account registered at Griaule's website.

If you've bought from a distributor, you should follow what I said above: 

Did you try to talk to your distributor?
Should they transfer the licenses you bought to the account you said or they just sent you the Product Key for you to install it?

It all depends on the kind of contract you've made. Please try to find out with them if they're going to transfer these licenses for your account, if that's the case, you have to create an account at Griaule Biometrics to get it or use one already existent, like yours.

Best regards,

--
Matheus Smythe Svolenski
Griaule Biometrics Support Team

yes i buy it from Griaule

i receive licence key

i ad this key from "my account" and it's succefully add

i want install licence but i d'ont know witch file i must find/chose !

if is it the GRfingerlince ... .txt it's don't work

....

Dear customer,

You can install your license through the "Install Licence" link in your account. An applet java will run and then you just have to find the location where the license file was downloaded and it will automatically install that license for you.

Best regards,

--
Matheus Smythe Svolenski
Griaule Biometrics Support Team

Dear customer,

So try to contact them and see what they can do about your license.

If you have more doubts, don't hesitate to contact us.
Best regards,

--
Matheus Smythe Svolenski
Griaule Biometrics Support Team

hello,

I was in contact with 360biometrics, but I have more news for now and as it is very urgent

The problem was solved with a new license key but the day after, it was again blocked in demo license.

I think the problem is the ip address

So we work wifi with dynamic ip changes each reboot of the computer!!

This is a very big project for laptop embedded in vehicles!

So I'm stuck with a demo license

Dear customer,

Our software is attached to your hardware key, not IP Address.

Try to delete all license agreement that you have in your computer, and install the right license (with the right hardware key) and test it.

Check if everytime you reboot your computer, the license stays there and the hardware key is the same.

--

Davi Stuart Zilli

Griaule Support Team

hello davi !

i ad the new key from "my account" and it's succefully add

i want install licence but when i procced, it's deleting all the GRfingerlince.txt file !

Where can i find the hardware key ?

best

Dear customer,

You can obtain it typing "ipconfig /all" in Command Prompt, and copy the first physical address that is listed.

But if you use "Online Activation" in GrTools it works too, you just have to delete all previous license agreement.

--

Davi Stuart Zilli

Griaule Support Team

Dear DAvi,

In the GR tools Panel, i don't find my licence key, only a trial version !

Davi,

the first physical address that is listed is a VPN  it's not the mac adress of my pc

the mac adress is on the second line !

Where can i send the mac adress ?

maybe can you build the right .txt file for me ?????

bualoy@gmail.com

hello jan,

ok for the procedure but i don't find my licence, have only a trial version on the list !

I'm in contact with pinky from 360biometrics who take contact with Griaule to resolve this problem.

thanks a lot !

best.

hello,

no news from 360biometrics ....

sorry to stress and urgency but we are stuck in the development of software with the problem of license and the mac address wrong

1 -  the licence i buy does not appear in GRTools panel ! so i can't make the procced of the workaround.pdf

2 - the first Mac adress who is catching from software is the wrong one ( mac adress from VPN channel ), the second is the right one !

thanks

Dear customer,

Did you try to install a trial version license to see if it works correctly?
If you don't mind, could you please try this and inform us?

About the license you bought, your distributor sent you just the GrFingerLicenseAgreement.txt?
How did you try to install it the past times?

Best regards,

--
Matheus Smythe Svolenski
Griaule Biometrics Support Team

Dear matheus,

Let me know a email adress to send information !

Thé software never work in full version because hé catch thé wrong Mac adress !

Thé file who 360biometrics send for you is thé actuel file who don't work, with the wrong mac adress

CAN you change this file with thé right Mac adress ?

I send you all info by email ( printscreen from dos command)

Thanks a lot

Dear customer,

Your distributor didn't send me any license. I asked if they sent you the license. Did they?
They ever asked you for the Mac Address and sent you the file or they passed just the Product Key and you've made the installation?
I can't change the Mac Address for you, you just have to use the correct one when getting the license. (I need to know how did you get the licenses from your distributor to know how to help you.)
If you need you can write to , but I don't believe it's necessary now, because you personal informations are not needed now.

Best regards,

--
Matheus Smythe Svolenski
Griaule Biometrics Support Team

Hi,

Send only product key and i make installation !

I don't find back this licence in GRTools .

360biometrics (ms pinky thakkar)is in contact with Rachel from griaule

Best

Dear customer,

If the problem, as you said, is that the GrTools is putting the wrong Mac Address in your license file, you'll will have to ask your distributor to make it through it's account. So you will have to pass your Mac Address to them and they should send you the new license file.

As you don't have access to the account the Product Key belongs, that's the only way you can do that.

But why do you think the problem is the Mac Address? Our software gets the Mac Address from your computer, and people usually don't have problems with that. Are you sure this is the problem?

When you're going to install the new license file, make sure you don't have other GrFingerLicenseAgreement.txt in your computer. If you find them, delete them all and then put the new one.

Best regards,

--
Matheus Smythe Svolenski
Griaule Biometrics Support Team

Dear Matheus,

i send email to 360 biometrics ( Ms pinky Thakkar) who is in contact with Rachel from Griaule but d'ont have news ....

In GR tools, I installed a trial version and tested it for the mac address of my VPN which is included in your DB! and it's the wrong one

This is actually the first address found by the command ipconfig / all in DOS

but the mac address of my pc is the second in the list!!

Since my license is not included in GR tools, I can not change the mac address as your colleague Jan Beeck explained to me in his. pdf

we turn around and I took a lot of delay in development! it is a deployment + / - 400 pc ....

best

Dear customer,

If that's the case, you have to do what I've said. It should work correctly.
Just pass the Mac Address to your distributor and ask them to generate your license with this Mac Address.

If you have more doubts, don't hesitate to contact us.
Best regards,

--
Matheus Smythe Svolenski
Griaule Biometrics Support Team

ok i send email to pinky !

thanks you :-)

Dear customer,

Hope your problem is solved.
If you have more doubts, don't hesitate to contact us.

Best regards,

--
Matheus Smythe Svolenski
Griaule Biometrics Support Team

Hi,

I have installed sdk & tested it. When I change the computer name or group name it is showing error as "License is not valid see the troubleshooting".

Dear customer,

What exactly did you change?
Can you send us a printscreen of this error so we can take a look on what's exactly going on?

Best regards,

--
Matheus Smythe Svolenski
Griaule Biometrics Support Team

Hi,

One more error facing I have created two different application of sdk finger print 2009. When I run both application same time that time fingerprint machine has been stucked or red light contineously on.

Dear customer,

Did you install a license in your machine? A trial one for tests (which you can request and download through your account at Griaule's website).
If you didn't, please install one license and try to run your application then.

It should work correctly.

About the red light, there are some reader which are always with the red light and there are some that don't, I can't tell you the problem by sure.
But it's not possible to make two applications to work simultaneously with the same plugged reader.

Best regards

--
Matheus Smythe Svolenski
Griaule Biometrics Support Team

Hi,

Actually I have installed license version on machine but get the error "License is not valid". Please give the solution of the problem.

Thanks

Regards,
Ganesh