Why are my downloads disabled?
Are your downloads disabled due to an exceeded installation count? This article explains how to get this problem resolved.
First, something you probably already know: the skins and plugins you purchased can be used on a single Roundcube installation. If you use them on additional installations, you must purchase additional copies of the software.
Our licensing server records an anonymous fingerprint for each Roundcube installation where the skins and plugins are installed. These records are automatically deleted after 24 hours.
Important: Our website may cache your license usage information for faster access. If you have waited 24 hours and still do not see any change in your installation count, log out of roundcubeplus.com and log back in.
Here are some reasons why the licensing server may report an incorrect installation count:
1. You upgraded Roundcube to a new version
When you upgrade Roundcube, the new version may generate a different unique fingerprint. Because the licensing server remembers all fingerprints reported during a 24-hour period, it may see both the old and new setups and count them as two separate installations.
The solution is simple: wait 24 hours, and the count should return to normal.
2. You moved Roundcube to a new server or directory
Moving Roundcube to a different server or directory may also generate a new fingerprint.
Again, wait 24 hours for the previous fingerprint to expire and the count to reset.
3. You are running Roundcube in a test environment
Sometimes it is necessary to run Roundcube on a test server before moving it into production. Normally, the test setup will generate a different fingerprint and be counted as an additional installation.
However, you can test the software without increasing your installation count. Log in to the Roundcube test installation using an email address that contains the word "demo", for example:
- demo@yourdomain.com
- roundcube.demo@yourdomain.com
Email addresses containing the word "demo" will not trigger an increase in the installation count.
If your test environment has already generated a new fingerprint and caused your downloads to be disabled, wait 24 hours for the count to reset.
4. Roundcube is installed on a load-balanced server
Your hosting provider may store copies of your files on multiple servers and distribute incoming traffic between them to reduce server load. This can sometimes happen without you being aware of it.
If each server generates a different fingerprint, our licensing server may count them as separate installations.
Please contact us if you think this may be the case.
5. Your one-year license term has expired
A standard license is valid for one year from the date of purchase. To keep your license active and continue using the software, you must renew it on or before the expiration date of the current term.
For more information, please see our Terms and Conditions.
If your installation count does not return to normal after 24 hours, please contact us and we will investigate the issue.
Thank you for your patience.