Hardware/controllers used - Hercules Inpulse 300 MK2
A) SUMMARY OF ISSUE:
Basically, every time I try to set everything up including my general settings, MIDI configs, etc. everything just resets when I try to open it again. All of them, simply gone and goes back to zero. On top of that, every time I open it, it gives me the same prompt of telling me to subscribe even though the account logged in has been detected to have a subscription.
B) DETAILED STEPS TO REPRODUCE:
Open djay Pro for the first time after reinstalling, log using the subscribed account, once purchase was restored, close the program then reopen it.
C) EXPECTED RESULTS:
Account and settings will remain as it was before closing.
D) ACTUAL RESULTS:
Everything resets like it was the first time being opened with my account logged in but states that I have no active subscription.
Hi @Romeot, welcome to the Community! Sorry to hear you’re experiencing this issue. In addition to the djay Pro subscription, did you also create a djay Account? If not, please refer to this FAQ.
Please make sure you are logged into your Windows device with an Administrator Account. Try signing out of Microsoft Account and Store then back in again.
Then I suggest you backup your djay Media Library database and any custom MIDI mappings, then uninstall djay, reboot your device, and reinstall the latest version of djay 5.5.1 from the official Microsoft Store.
Copy the files to a new location or external drive before uninstalling djay. After reinstallation, you can simply copy these files back to their original locations to maintain your Hot Cues, Saved Loops, My Collection Playlists, History and Queue.
When you launch djay, please log into your djay Account and “Restore Purchases” if necessary.
Retest and let me know if you issue persists. I hope that helps!
Hello @Slak_Jaw, I have tried running everything in administrator mode but to no luck. I also have already tried linking a different email address straight to my djay account which seemed to work similarly with the other scenarios, but still every thing resets when I try to close it and open it again. I have nothing yet to back up since I’m afraid my settings would then just disappear when I try to set them up.
Thanks for the follow up @Romeot. So did you try a fresh djay installation by uninstalling the current version and downloading 5.5.1 from the Microsoft Store?
Yes @Slak_Jaw, I have tried reinstalling the application from the official Micorosoft Store, with all antiviruses disabled, and the application being ran in administrator mode. Still no luck.
Thanks for the follow up @Romeot. Since this sounds repeatable, can you please capture and share a short video of the issue to help clarify what’s happening? Thanks!
Thanks for the videos @Romeot. This is very helpful.
Just to confirm, you do have an active paid djay Pro subscription and you are using the same email address to log into your djay Account as you used when you set up your subscription?
Are you using a VPN on your Windows device? If so, please try disabling it.
Yes, I am certain, and based on the attached videos, it clearly shows I have a subscription, which then goes undetected after restarting the application. I have uninstalled all applications related to VPNs, including Bitdefender itself to test different theories.
Okay, thanks for confirming @Romeot. Do you have another iOS, macOS, Android or Windows device that you can use to confirm your subscription is working properly? Perhaps your payment method has expired or something. If you sign in with your existing djay Account on another device, you can use a single subscription across multiple platforms at once. Thanks!
Also, is the Date, Time and Region set correctly on your Windows device?
Yes, I mainly DJ using my iPad, but I look for tracks using my computer, but since I recently found out one subscription works across multiple platforms, I decided to test it out, only to come across this issue. I have also tried the application on my iPhone and my other Windows laptop, they all work flawlessly with settings being saved and all. I can also confirm that my subscription isn’t expired as I just renewed it for the month.
Okay, thanks @Romeot. This is helpful additional info. Since I’m unable to reproduce this on my setup and can’t think of anything else to suggest, I need to pass this onto our engineering team to see if they can reproduce it and offer any further suggestions. I’ll report back when I have news.
In the meantime, can you please also confirm the following from above?
Hi again @Romeot, our support team informed me that they received an Official Support ticket from you. To avoid duplication of tasks, I’m going to let them take it from here. I’ll keep this topic open for others to reference though. Thanks.
Having the same issue on both Windows 10 & 11. My laptop and desktop have been having this issue for at least a month. Reinstalling, logging out and back in does nothing. Fresh installs of Windows also don’t fix this.
Same issue here. I was able to get the install to stick on my laptop, but not my desktop, which is what I actually use. Both Win 11. Latest version from windows store.
I’ve tried fully removing the user account with the license and reinstalling. Discouraging to hear reinstalling windows doesn’t even fix it.
Note, I am not a paid sub but a legacy user trying to ‘restore purchases’ to restore the functionality of the legacy djay pro. Admin, VPN, date and time all toggled just in case.
*I do have a support ticket open with videos submitted there, just adding my voice to the public chorus.
