Can not activate our license, getting an exception

[Valem]

Hello

When activating our new license I get an exception (see attachment). Can you help with this?

Thanks!
Luciano

[KodrAus]

Hi @Valem 👋 Would it be possible to grab a diagnostic report via Diagnostics > Download a Full Diagnostic Report and send that through to our support email? We’ll take a look for you.

[Valem]

Hi @KodrAus

Thank you, I've sent an email to your support email.

[nblumhardt]

Hi @Valem, thanks for sending that through! The underlying error is:

System.FormatException: The input is not a valid Base-64 string as it contains a non-base 64 character, more than two padding characters, or an illegal character among the padding characters.

The Signature: block is base64 encoded; it looks from the portion that's visible in your screenshot like whitespace might not have been preserved when copying/pasting the certificate, while the license parser uses indented trailing lines to detect/read the full Signature: paragraph. Each of the signature lines should be space-indented.

If this is not the issue, checking to make sure that the full signature is copied, and that there are no additional/trailing characters in there, would be the next step.

If this doesn't resolve it, could you please expand the text area containing the license certificate and send a screenshot through on our support thread? Many thanks!