Blank Activation Window in Prism 10
The Problem
In rare cases, when trying to activate Prism 10 on Windows, the activation window may appear blank. As a result, you cannot proceed with the activation.
What can I do?
1. Update Prism
A workaround for this issue was introduced in Prism 10.0.3. If you are using a version of Prism 10 older than 10.0.3, please skip to this section. If you are using Prism 10.0.3 and see a blank activation screen, perform the following steps:
- Hold the ALT key while closing the blank activation window shown above by pressing the X (close button) in the top right corner of the window
- The "License validation error" alert will appear and - if you correctly performed step 1 above - will display two additional buttons: "Activate in System Web Browser" and "Enter Serial Number"
- If you have a Serial Number in a format such as GPS-9872345-LAT1-##### or GPA-6541968-NYT2-#####, click "Enter Serial Number". A new "Register Prism" dialog window should then appear. Follow the instructions in this dialog to complete Prism activation.
-OR-
If your license does not have a Serial Number, click "Activate in System Web Browser". This will open a page in your default web browser. Once the page loads, click "Email Sign In (Named-user Licenses)" and follow the on-screen instructions
- After completing the Activation process, start Prism
If you are experiencing this issue with an older version of Prism 10 (10.0.0, 10.0.1, or 10.0.2)
Download Prism 10.0.3 (or newer)
The best solution is to download Prism 10.0.3 (or newer) by visiting our Updates page and downloading the appropriate installer there. Install the latest version of Prism, then follow the instructions in the previous section.
If you cannot update to the latest version of Prism
If for some reason you are unable to download and install the latest version of Prism, please contact us at help.graphpad.com and we will be able to assist you further.
2. Check if Antivirus Software Blocks the Connection
We recently received a report that the blank activation window might appear due to antivirus software, particularly Symantec Endpoint Protection. To troubleshoot this issue, try adding Prism to the exceptions list in your antivirus software. Keep in mind that other antivirus programs may also affect the activation process if they block any of the necessary endpoints for Prism's activation. If feasible, you may also try temporarily disabling your antivirus program while activating Prism, then re-enabling it once activation is complete.
Why does this happen?
Aside from the report that we've received about antivirus software blocking activation, the source of this issue has not yet been identified, and we are actively investigating.