Croberts

Trial license missing in iLok — account says trial is still running, app says demo expired

Hi,

I'm evaluating Synfire and I'm stuck between two contradictory states:

- At startup, Synfire tells me the demo period is over.
- My Cognitone account (My Account → Licenses) says my current trial license has not yet expired.
- iLok License Manager shows no Synfire license at all: nothing activated on the computer, nothing in the cloud, and nothing sitting unactivated at account level.

So the software finds no license to authorize, while the website still considers the trial active — which also means I can't request an extension, since that only becomes available after expiry.

Details:
(EDIT: redacted details)

Could someone check whether the trial license was ever actually deposited into my iLok account, and re-issue or reset it if needed? I can send screenshots of both the Licenses page and License Manager.

Thanks a lot.

My license extension form shows the following entry:

Synfire Demo (2026-08-04, 24850, Granted)

So according to my account, the trial was issued and granted on 4 August. However, Synfire itself tells me at startup that the demo period is over, and iLok License Manager shows no Synfire license in my account at all — nothing activated on the computer, nothing in the cloud, nothing waiting to be activated.

Please see the attached screenshots: the extension form on one side, the message displayed by the software on the other.

thx !!!