Troubleshooting authorization problems
- Live Versions: 8 - 9
- Operating System: All
- Live does not authorize and/or times out
- The following error message is displayed: "License does no match your Live installation"
- The following error message is displayed: "Live is not installed"
There can be a number of reasons why Live won't authorize the first time around. Mostly, it's caused by users not being logged in (or with the wrong account), having the wrong version installed, or the Live application being unable to connect to our servers via the browser (i.e. an "external protocol request").
1) Make sure you have the correct version of Live installed:
- We recommend downloading the latest installer from your user account (the disc version is now outdated).
- If you're upgrading from e.g. the Trial version to Suite, you'll need to first uninstall the Trial version and download the Suite installer separately.
- The authorization will only work if the installed version matches the license registered to your account.
2) Try emptying your browser cache:
- Here's a guide which covers most browsers.
3) Try authorizing again via a different internet browser:
- In the past we had good experiences with both Google Chrome or Mozilla Firefox. Please note that you will probably need to log in again with the email your license is registered to.
- When you launch either for the first time, it will ask you if you want to make it your standard browser. Click 'Make default browser' when prompted. Here are guides for Firefox and Chrome respectively.
- If you don't want to set them as your standard browser, you can also click or paste this link in the designated browser to initiate the authorization script.
4) Try running Live as Administrator:
- Here's a guide explaining how to run a program as Administrator on Windows.
5) Try disabling any antivirus software temporarily:
- You can either disable your antivirus software temporarily, or add Ableton to the list of exceptions, i.e. programs considered harmless to your computer.
- We recommend doing a quick search for the manufacturer's instructions on how to go about these steps. In most cases this is done by locating its icon in the notification area on the taskbar (usually in the lower right corner of the desktop). Right-click the icon and choose the option to disable or exit the program.
In case the online authorization still isn't working, you can still authorize offline. You will find further instructions in Live's Preferences > Licenses Maintenance > "Authorize offline."