Why is Smaart deactivated on my computer but not on the website?

Created by Casey Guli, Modified on Mon, 18 Mar 2024 at 02:33 PM by Casey Guli

Why is Smaart deactivated on my computer but not on the website?

When Smaart is deactivated, it sends a message out across the internet to our licensing server in an attempt to deactivate your Machine ID from your license. If that connection fails, Smaart will present a Block Code that can be used to manually "release" the Machine ID from your license from within your license management account.

If this message appears with a Subscription license type, please contact support right away. Subscription-based installs normally should not provide a Block Code.

First, copy the Block Code from within Smaart. If you've already closed Smaart, simply reopen it and you will be presented with the Machine ID and Block Code.

Note: please do not delete or uninstall Smaart before obtaining the Block Code or it will be lost.

If you see this message, you'll need to complete deactivation through your https://my.rationalacoustics.com account

Next, log into your account at https://my.rationalacoustics.com, which should bring you to the "Your Software Licenses" page, then click on the Smaart license code that the device was registered to (it will be hyperlinked). On this Details page, find the appropriate Machine ID in the list and click the link that says [release].

Please make sure you are "releasing" the correct install by confirming the Machine ID and Computer Name

Finally, enter the Block Code and other required information, then click "Release Installation" to complete the deactivation.

The Requestor Name and Email are for the person requesting the release, not the person who activated the install

If any issues occur, such as you receive an "Invalid Block Code" message, please contact support. You can also request a "permanent Machine ID removal" using the button on the right.

For more information on how to deactivate Smaart, please follow this Deactivation Help Guide.