When trying to activate the product, you may get an "Activation Error" with the following message:

"TurboActivate failed to connect to the activation servers"
 

TurboActivate.exe failed to connect


You may have local security blocking the activation process (TurboActivate). This could be a local user policy, the company firewall or the antivirus / malware protection preventing the files TurboActivate.exe and TurboActivate.dll from being accessed, or it could be that proxy credentials are required for outbound communications.


Try the instructions below. Your IT department may be needed if you do not have the necessary local permissions:


For the IATA Reader


  • Try to force the IATA Reader to run as an administrator (right-click the "IATA Reader v1.0" icon on the desktop, and select "Run as administrator"), then open the publication to start the activation process. This needs to be done even if you are an administrator on the computer, as processes are not automatically elevated to administrator level.
      
  • If that didn't work, use the offline activation method, as described in the following support article: Manual / Offline Activation;
      
  • If the offline activation method wasn't successful, ask your system administrator if proxy credentials are required for outbound communications. If so, you will have to enter them in the application's control panel, found in Management section on the left. Either check the option "Detect Proxy", or click on "Set proxy parameters..." to enter the proxy information.
    Proxy 
  • It may be necessary to whitelist the TurboActivate.exe and TurboActivate.dll processes on the firewall and/or your security software. You can find these files in the IATA Reader's install folder, but they may also be extracted to the current user's local temp folder at the moment of activation: 
    • C:\Users\username\AppData\Local\Temp\Product_name
       
  • Some other local user policy or security setting might be preventing the TurboActivate.exe process from running, and your system administrator may be able to assist you in unblocking it (right-click > Properties > Unblock at the bottom), or by temporarily lowering the security settings to allow the activation.

For legacy publications (pre-2017)


  • Try to run the product as an administrator (right-click the publication shortcut and select Run as administrator);
     
  • If that didn't work, use the offline activation method, as described in the following article: Manual / Offline Activation;
     
  • If the offline activation method wasn't successful, ask your IT department if proxy credentials are required for outbound communications. If so, you will have to enter them in the application's control panel, found in the following location:
    • Start Menu > Programs > IATA > Product Name > Tools > Control Panel (or Manage proxy settings)
      Control Panel 
  • It may be necessary to whitelist the TurboActivate.exe process on the firewall and/or your security software. This file is extracted during the activation process and will be deleted when the activation stops or is canceled. After clicking the "Activate" button, the file will be temporarily located in the following folder:
    • C:\Users\username\AppData\Roaming\IATA\IATA.product_acronym\version
       
  • Some other local user policy or security setting might be preventing the TurboActivate.exe process from running, and your IT department may be able to assist you in unblocking it, by temporarily lowering the security settings, and/or logging in as an administrator.