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Installation & Activation - FAQ

We strive to provide you with the most complete and upto date product information. These pages are created from the users questions our technical support staff are most commonly asked.

If you can not find the answer you are looking for, please complete the customer support form for product or transaction related questions.

FAQ
1) My serial number always can't be verified when installing.
2) Why does this error message (see below) always pop up during installation process?
3) Why did the serial number expire?
4) I want to remove the program, but the system keep saying it is running.
5) I always get the .exe is not a valid Win32 application as below error message that I can't install the program.

Installation & Activation

1) My serial number always can't be verified when installing.

Please check the following items when you input your serial number.
1) The serial number is in 22 digits format. (XXXXX-XXXXX-XXXXX-XXXXX-XX)
2) The serial number contains no letter "I" or "O".
3) When copy and paste the serial number, please make sure the additional space is not copied in the end.

 

2) Why does this error message (see below) always pop up during installation process?

-------------------------------------------------------------------------------------------------------------------------
Online Verification Failed!
Setup is unable to retrieve the information from internet to validate your serial number.
The problem may occur due to the internet connection failure, DNS recognition problem, or the firewall blocking.
If you do have internet access, please retry installation on a later time.
Setup will be terminated. 
-------------------------------------------------------------------------------------------------------------------------
When this message appears, it generally indicates that the installer cannot connect to our server to perform activation process.

This situation may be caused by any of the following reasons:

1) Your computer did not connect to the internet. Please connect your computer to the internet during installation.

2) Due to internet traffic jam, the connection between your computer and our server may not be established at that particular time.

The situation is similar to when you use IE to browse a web page, IE shows "Server Not Found" or "Page Not Found". You can then simply click the refresh button on IE's toolbar, and the page appears. In our case, please try installation again at a later time.

3) A hardware or software firewall in your computer system has blocked our installer from accessing the internet. Please temporarily turn off your firewall during the installation.

Some models of Access Point (AP) have a build-in firewall. Please refer to the manual of your Access Point to temporarily turn off the firewall.

4) If your computer is connected to the internet and you have turned off your firewall, this message still pops up every time you try to install our product, please contact Reallusion customer service for further assistance.

3) Why did the serial number expire?

Every serial number has five time installed limitation. It is a measure against piracy. If you have to install more than five times just notify us with your purchase data and we will reset the limitation again.
Furthermore, we generally recommend to do a proper uninstallation of our software while your computer is connected to the internet. In the same manner that the setup connects to our server to validate your serial number during the installation procedure, the setup will also connect to our server during the uninstallation procedure to notify us. This way the five time limitation will not be reached.


4) I want to remove the program, but the system keep saying it is running.

Please follow below steps to close the program

  1. Press Ctrl+ Alt+ Delete to call out the Task Manager
  2. Go to "Processes" Tab > Select the program
   

Program Name

EXE name

CrazyTalk

CTIEMain.exe

iClone

iClone.exe

FaceFilter

FaceFilterStudio.exe

  3. Click "End Task" button on the bottom of the window to close the program.

Then, please use below two standard processes to uninstall the program:
1) Please go to "Start" > "All Programs" > "Reallusion" > XXX > Click "Uninstall XXX".
2) Or you may go to "Start" > "Control Panel" > "Add or Remove Programs" > "XXX" > Click "Remove"
Note: XXX is the program name.

If you still can't uninstall the program, please feel free to contact our Support Team.


5) I always get the .exe is not a valid Win32 application as below error message that I can't install the program.


It might be the file is not downloaded completely. We suggest you download it again. Please be aware to save it in your local disk first and also check the file size before installing.

 



 

 

 

 

 

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