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asked by (12 points)
Dear X-plane 11 staff,

I have a legal copy of x-plane 11 and after the latest update to 11.34 it is asking for a serial number that is not on the receipt I received with my product key .  Previous updates have worked with no problems so why did your company require us to reactivate the software?  I have seen this question in the Q&A section of the support section, but I did not see where it was answered.  I cannot believe that the awesome software you created would be having issues with a simple update.  I am about to uninstall this software out of frustration as I have heard others do for lack of support. I would appreciate an answer to this issue as soon as possible.

Thank you for your help,

John Bianco

1 Answer

0 votes
answered by (5.3k points)
edited by

Hi John,

I am not from Laminar Research; just a flight simmer from downunder.

It is always advisable to attach your log.txt file to your question, not the XPlane installer log.txt file as it can sometimes provide a simple solution.  The required file is generated immediately after a formal shutdown or a crash.

What version of X-Plane are you running?  Is it the original and official version from Laminar Research or the steam version which is a 3rd party hybrid (modified) version not supported by Laminar. 

If you search through the X-Plane website and trawl through the "knowledge base" information area you will find that one of the requirements of running or using the digital download version of X-Plane is you need to be connected to the internet at all times when using the software.

When you are "flying" the software performs a "silent or secret" background check to determine that you are running a legal copy ie somebody else does not have the same product code, by checking you product code agrees with their records or you are not running two copies at the same time.  

Unfortunately there is also a company that sells dodgy or pirate versions of X-Plane and supplies a pirated product key.  The software will only run for 24 hours and the user is locked out.  

The software will give you a "grace period" and if you have not been connected for some time you will be asked to provide the product key as you are experiencing at present.  Alternatively it may push you back to a demo version.  The worst case situation is a total lockout.

There are 389 pages of questions with answers in this forum and I have read every Q&A since page 8 when I joined the forum.

When this forum did have a moderator full time from Laminar Research, to oversee this forum, the answer I have seen from LR staff in responding  to your problem is to make sure you are connected to the internet at all times.

In reviewing your question and re-reading the first sentence, there is no serial key provided with any update.  The original product key supplied with your original purchase is applicable for all XP11 updates. I would suggest you apply the product code and ensure you are connected to the internet at all times when flying.

If you are unsatisfied with my answer then contact Laminar Research direct at [email protected]

Good luck.