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License and Installation Troubleshooting
Question
How do I use my username and password?
Explanation
The user is entering the username and password, but the software is not accepting it. In other words, the Proceed button does not become active.
Solution
Here are a few possible solutions:
Serial numbers are operating system specific. The “W” or “M” at the end of the serial number indicates whether the serial number is for Windows or Mac. For example, if you are trying to use a serial number that ends in an “M” on a Windows machine, it will not work. The UN & SN need to be used on the OS platform they were created for.
Copy and paste the username and serial number directly from the email you received from us into the fields in the Authentication window. That will ensure no mis-typing will occur.
Conversely, if you have tried copying and pasting - try instead to type the username and serial number by hand. Sometimes, computer-related invisible characters get saved in emails, and those would interfere with proper recognition of the UN & SN.
Make sure the software you are trying to unlock is the proper software for the username and serial number. We have many versions of ColorThink and Curve software as well as others!
Question
What is the Application Integrity Check?
Explanation
I am getting a message: “Application Integrity Check has failed. Please download new copy from CHROMiX.” The integrity error shows up when the applications's signature is used to see if the application package has been altered.
Answer
Download a new copy of the software from CHROMiX and install it as usual. If you install a fresh version of the app into the same place, then it should work ok. If you are installing ColorThink onto a different computer than you downloaded onto, we recommend copying the installer files to the computer first, then open them.