Unable to install

[Peter Perrin]

purchased on 06/12/2017 and received product key but unable to install on my laptops. message saying cannot run.   I will have to cancel purchase if I cannot install it

[DWright]

Hi Peter Perrin,

 

Welcome to the forum

 

Can you please let me know the full message that you are getting when installing Affinity Photo

[Peter Perrin]

Thank you DWright.  The message says "Unable to run on this machine. Please contact the product supplier"

[MEB]

Hi Peter Perrin,

Welcome to Affinity Forums

Does your computer(s) meet the minimum system requirements?

What's your system specs?

[Peter Perrin]

4 hours ago, DWright said:

Hi Peter Perrin,

 

Welcome to the forum

 

Can you please let me know the full message that you are getting when installing Affinity Photo "incorrect Affinity Account email or product key."  I have checked and rechecked this numerous times.  All details that I have entered are correct.  Thank you for your help Peter Perrin

 

[Alfred]

17 minutes ago, Peter Perrin said:

"incorrect Affinity Account email or product key."  I have checked and rechecked this numerous times

 

Are you typing those details, or are you copying and pasting from your Affinity Store account? If the latter, you may need to make sure that you aren't including any leading or trailing spaces.

 

BTW, topic tags should be short and sweet (like 'affinity photo, windows, install') so that your thread shows up in a search. An attempt to find other content tagged with 'i purchased affinity photo windows version 1.6.2 but am unable to install it on my laptops.message saying cannot run and refers me to serif. is there a chat line for affinity' is bound to fail.

 

[Peter Perrin]

thank you Alfred.  I have tried both but it does not work.  I am going to try once more and if it still doesn't work I will return the product and spend the money on something that does work.  The members  who have responded to my cry for help have been fantastic but it would have been nice to be able to chat with someone online or telephone to try to sort the problem.

[toltec]

7 hours ago, Peter Perrin said:

 I am going to try once more and if it still doesn't work I will return the product and spend the money on something that does work.

 

I would be careful about that. At least make sure you try a demo version of any software first. The problem is obviously on your laptops somewhere. I have installed Affinity products on different PCs and it installed and runs perfectly, Windows 7 or 10, although I had a problem at first (see below). Everybody on this forum has installed Affinity something, so the problem is not Affinity software, but your setup. The problem might cause you problems with any software you buy, so best to sort it if you can.

 

Assuming you have windows 7 or 10 what anti-virus software do you use? I have Bitdefender and that certainly causes problems but others can cause problems too.

 

If your laptops meet the minimum specs (as MEB asked) it could be anti-virus stopping it. I assume you have the same on both laptops ?

[Peter Perrin]

Thank you Toltec. I am running windows 10 with Scanguard anti-virus. Both laptops meet the required specs.  I will disable the anti-virus and try downloading again. Thank you all for your help and I am sorry if my frustration is so obvious.  I am no teccy but I have used computers for many years and have never had this rpoblem before.  Peter