URGENT: Cannot connect to licencing server

WushMysterio

Hi, your products I've purchased stopped working due to error "It looks like we cannot connect to our licencing server". My cTrader instance is up and running, I'm receiving market data and can submit orders to broker, so the issue is clearly on side of your servers. Due to this issue I can't trade since I'm depending on your tools.

This is unacceptable. Why do you require constant online verification of already registered products and deactivate them when the online verification fails? This makes it susceptible to this kind of error. What if this would happen when order is in place and user would take a loss?

See screenshots in attachment. Edit: Seems like the technical issues you have impact also your forum since I can't even upload screenshot, returns error.

WushMysterio

It seems like now the verification went through and the tools are up and running again. Given this incident I'd like to see you adjust the process of continuous online verification of already registered products, so your technical errors do not affect users who purchased and using them. This is fatal flaw that, in case of unfortunate timing, can lead to trading losses.

Sophia

Thank you for your message.

Our licensing system performs a one-time verification only when cTrader first starts. There are no ongoing license checks while cTrader is running, and if a connection issue were to occur, your tools will not stop working once they’ve been verified.

We’ve checked our logs and could not identify any connection issue from your IP address. The license server is operating normally for all other customers, so it’s likely that your local machine or network is blocking the connection.

Please follow the steps in the link below to run a quick connectivity test and confirm you can reach our server:
https://help.clickalgo.com/account/connection-issues/

We also recommend that you download and install the latest versions of the two products you purchased, as this may resolve the issue.

It’s worth noting that in over 10 years of operation, our license server has maintained 99.99% uptime, so these issues are extremely rare.

WushMysterio

It's happening again! The same issue. No issues with my internet connection, can access all pages and can execute orders through cTrader and access broker. Only your paid products have this issue (free products run). I'm on last version of the products, cTrader and Windows 11.

WushMysterio

I've properly registered the product on this specific notebook before this issue occurred, so I'm looking forward to see your explanation, because it pretty much looks like you are indeed verifying the registration after the fact. And no, the product does not work in this state, since it is cbot and it is just deactivated all together once this error occurs.

WushMysterio

And again, after few minutes this error disappears on its own and the cbot switches on...

WushMysterio

And I'm experiencing the issue again, now for 30 minutes straight and this time it's not resolved...

Mike

Thank you for your detailed report. We have checked our license server, and it is fully operational with no other customers currently reporting connection issues. The behaviour you describe, temporary disconnections that resolve after a few minutes, indicates an intermittent connection problem between your machine and our remote server, rather than a licensing or registration issue.

Please note that our products perform a lightweight verification only when cTrader first starts. Once verified, there are no continuous license checks while the product is running. If your system temporarily loses the ability to reach our server during startup, you may see this message, but the product will automatically reconnect once access is restored.

Since this issue is isolated to your location (South Korea), it is most likely caused by a local firewall, antivirus filter, VPN, or ISP routing problem. We recommend the following steps to help identify the cause:

Temporarily disable your antivirus or firewall and test again.
If you are using a VPN or proxy, disable it and retry.
Run a ping or tracert test to our server domain to check for connection drops.
Ensure your Windows date and time are correct.
Try connecting from a different network (for example, mobile hotspot).

You can also use this page to test your connection to our servers:
https://help.clickalgo.com/account/connection-issues/

Once you’ve completed these steps, please let us know the results so we can assist further.

Mike

We’re currently updating our licensing system so that it performs remote checks only during the first 14 days after activation. This initial period allows us to process refunds and, if needed, deactivate a product. After the 14-day window, all license validations are handled locally, meaning your cBots and indicators will continue to run normally even if our licensing servers are temporarily unavailable or your computer has connection issues.

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