Added second computer but only allowed to access 5 minutes/day

Discussion in 'Account and Subscription Management' started by mkim153, Aug 22, 2014.

  1. mkim153

    mkim153

    Messages:
    3
    I purchased a 2 year subscription to parallels access, and the electronic receipt I got says:

    You ordered

    Qty. Product name Delivery
    1
    2 Years of Parallels Access Service to connect up to five computers
    All your desktop applications like they were made for your mobile device

    So I presume I'm supposed to be able to install parallels access on up to 5 computers and then access them via my iPad. While I can install the parallels access agent on my second computer, when I access it via my iPad, it kicked me out after 5 minutes saying:

    Your time limit is up.
    Your subscription to Parallels Access for this computer has expired and you've reached your 24-hour limit of 5 minutes of use. For unlimited access, renew your subscription.

    When I check my subscription status it say my next renewal is in 2016...

    Thanks for any help.
     
  2. LukasFikr

    LukasFikr

    Messages:
    2
    Same problem here.
     
  3. przemek

    przemek

    Messages:
    5
    i have this same problem; do You have any solution from support?
     
  4. mkim153

    mkim153

    Messages:
    3
    Haven't heard anything yet. But it's the weekend, so I don't expect to hear anything today.
     
  5. przemek

    przemek

    Messages:
    5
    OK thank You; we are waiting...
     
  6. LukasFikr

    LukasFikr

    Messages:
    2
    Waiting for response too.
     
  7. przemek

    przemek

    Messages:
    5
    problem was in parallels server; now all works
     
  8. mkim153

    mkim153

    Messages:
    3
    Spoke with customer support. They suggested uninstalling and reinstalling the access agent on the second computer and parallels access on my iPad. Nothing changed. Said they needed to escalate to 2nd level support. So I had to go through "Report a problem..." on both of my computers (i.e. both the working and non-working one) and my iPad and send in the report IDs that were generated. They sent me an email this morning saying that they had fixed the issue "on their side" (though they didn't elaborate on what the issue was), and everything seems to be working fine now.
     
  9. przemek

    przemek

    Messages:
    5
    again not work....!!!!! i cant add 3rd computer; only 5 min connecting is possible or "new subscription"
     
  10. Maheesh@Parallels

    Maheesh@Parallels Parallels Support Parallels Support

    Messages:
    406
    Hi All,

    Please follow the steps given below and check if it helps you to resolve the issue!

    1. Reinstall Parallels Access on your iPad.
    2. Remove Parallels Access as described in this article: http://kb.parallels.com/117142
    3. Download latest version of Parallels Access from our website https://access.parallels.com/ and log in to Parallels Access.
    4. Make sure that your antivirus/firewall is not blocking Parallels Access connection. Disable it.
    5. Try to add the new computer by following the steps as suggested at : http://kb.parallels.com/116728
    7. Also make sure that necessary ports are opened as in article http://kb.parallels.com/117017
     

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