Unable to authorize or delete authorization

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Carl Corcoran Posted July 01, 2020 07:56

Win10, Finale25.

Suddenly I cannot start Finale; it asks me to authorize. This is already a problem, but one I've seen before. Usually I can use the website to delete authorizations, and re-authorize to make Finale start again.

However the website seems to be broken; I cannot delete authorizations. I get to the dialog where it asks for the reason, I click "OK", and the page does a sort of refresh and the dialog is still there. Nothing is deleted.

Thus, I FINALE IS UNUSABLE UNTIL THIS IS RESOLVED.

It's painful to be locked out of my software like this. I have contacted support but the reply is a warning about how it will take at least a week to get support.

This is so frustrating, any way I can get help?

5 comments

Date Votes

J ADRIAN VERKOUTEREN Posted July 01, 2020 14:58

You need to run the program as Administrator to change your authorizations. Right-click on program icon to start Finale and then choose to run as Administrator from the context menu.

Carl Corcoran Posted July 01, 2020 15:04

I understand how to authorize Finale; I've had to do it so many times unnecessarily =)

My problem is I cannot *delete* authorizations, which I am currently unable to do from Finale itself because it thinks it's not authorized, and the website is broken. I don't know any other way of deleting authorizations. I tried Firefox, Chrome on both Windows and Ubuntu with empty cache & no extensions / plugins.

MIKE HALLORAN Posted July 01, 2020 15:41

I just now tried the web site using Chrome. Not broken for me. It did hang for over a minute after I clicked OK before completing the de-authorization request but it does work. You may have to give it a lot more time.

MIKE HALLORAN Posted July 01, 2020 15:48

>I understand how to authorize Finale; I've had to do it so many times unnecessarily...<

Do you? The web site is limited per the following note that comes up when you deauthorize from the web site:

The ability to remotely delete an authorization from this website is limited. If the authorized location you’re removing is still accessible, deauthorize the computer from within the application by selecting: Help > Deauthorize Finale...

This can also be handled by MM directly. Use the Submit a request link at the top of the page to contact Support.

Carl Corcoran Posted July 01, 2020 19:26

Fortunately Finale support reached out to me ahead of expectation and resolved this for me, manually deleting the existing "phantom" authorizations. They also informed me that you are only able to delete authorizations a limited number of times on the website.

Mike, I appreciate your responses. Looks like there's a bug on their website where if you delete authorizations too many times, this function stops working as I saw. Would be better if they explained why it's not working rather than just silently failing. I think you just misunderstood exactly what was happening also; I couldn't deauthorize within Finale, because Finale "forgets" my computer and acts like it's no longer authorized. If Finale is not authorized you cannot de-authorize it :)

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