Username not found in Stats

Please note: Should you experience issues with Enscape or your subscription, and in case of any urgent inquiries/questions (e.g. regarding our upcoming licensing changes) please reach out to our dedicated support team via the Help Center or Support button as detailed here.
    • Official Post

    Generally, the indication of version <1.8 (I suppose this is also the problem here?) of Enscape means that there are currently users accessing Enscape, which can not be tracked properly by our license server.

    There are different causes for this issue:

    The version of Enscape:
    One cause might be, that the users in question might be using a version of Enscape, that is older than version 1.8. Before version 1.8, the tracking feature was not implemented yet, which is why the users can't be displayed correctly.
    At this point, we would recommend to make sure that the latest version of Enscape is installed on every machine Enscape is being used on.

    Connection via a proxy server:
    Another cause might be, that the users in question are connected to the internet via a proxy server, which also prevents our license server from gathering the correct data.
    In that case, you can also adjust the proxy settings via the "General Settings" window of Enscape on the machines in question.

    Firewall blocking our license server:
    In addition to that, the Firewall might also be blocking our license server from gathering the usage data of the users in question.
    Adding exceptions to the Firewall for the following URL's might therefore also correct this issue:

    The port for these URL’s should be set to ’80’.

    We would kindly ask you to check every machine on which you are using Enscape on for the above mentioned points and, if necessary, do the required adjustments.

    With that, all users should be displayed correctly within your License Center account.