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This page contains some common activation questions and their answers.

Q. What do I do with a 12-digit Activation Key?

You will not receive an Activation Key or Serial Number if you simply want a 15-day trial of Yenka or a free home licence. Activation Keys are only used if you have purchased a licence or have a free school product.

When you run the Yenka plug-in for the first time, you will be asked to enter your 12-digit key to activate your licence. Click here for full instructions.

Note: Customers receive a Serial Number only if they purchased a Yenka Product. A Serial Number contains 16 digits and is used to add a purchased product to your account on the Yenka.com website. After adding a Serial Number to your account, you will receive an Activation Key, which contains 12 digits. Use 16-digit Serial Numbers on the website; use 12-digit Activation Keys in the software. For free licences, you will be issued an Activation Key, but not a Serial Number.

Q. When I try to activate my product I get an error message saying 'Downloaded, but could not set the licence'. Why can't Yenka set my licence?

A. If Yenka is installed locally, this means that you may be trying to activate the product without administrator privileges.

If you are using Windows XP run the application as an administrator user so you have permission to write the licence file. On Windows Vista or later, you should right-click on the Yenka application and choose 'Run as administrator', then go through the normal activation process to license the product.

You may also see this error if you are trying to run and licence Yenka from a shared network drive without full read/write file permissions. Again, you should ask your administrator to license the product on the host computer as above.

If you are licensing Yenka through a proxy server, you could also get this error by entering incorrect proxy details. Please check that you have followed the Proxy Server instructions, and try again.

Q. Why do I get a proxy/connections settings error when I try to license/activate the software?

A. This is a common issue for users on a network with restricted internet access and for systems without an internet connection. Yenka needs to be able contact our server over the Internet in order for your license to be verified and the software activated (it uses standard http port 80, exactly the same as a standard web browser).

If you have a firewall, you may need to tell it about Yenka. To do this, change your firewall settings to allow the Yenka application to access the Internet, including yenka.com. If you have content filtering or parental control software, please ensure that yenka.com is on the list of allowed websites (in schools, you will need to ask your IT administrator to do this).

If you connect to the Internet via a Proxy Server (common in school networks), then you will need to tell Yenka about it. Click here for full instructions.

We've also seen problems involving Microsoft's ISA Server solution in some networks - these solutions sometimes cause http traffic to be directed over a different port number. If you know that your school has a deployment of this (or similar products), please get in touch with us at support@yenka.com, and we can advise on how to reconfigure Yenka to accommodate this.

Q. Why does Yenka show the proxy/connection settings dialog when I have no proxy?

A. If Yenka cannot connect to the internet (to download/activate a licence or to access online components) it gives you an option to update the proxy/connection settings even if you don't have a Proxy Server. This is because proxy settings are one of the most common reasons for connection problems.

If you know you have no proxy and are seeing this, please review the points in the connection settings FAQ, as it is likely that one of these is affecting you.

Q. Why is Yenka repeatedly showing the proxy authentication dialog when I have already entered valid details for our proxy server?

A. For users with an authenticated proxy server, this problem can seem to occur when there are other underlying connection problems.

If you know you have correctly entered your proxy username and password correctly and are seeing this, please review the points in the connection settings FAQ, as it is likely that one of these is affecting you.

Q. When I try to start my product I get an error message saying "Error: cannot write files to the installation directory on your disk...". Why can't Yenka write to the directory?

A. If Yenka is installed locally, this means that you're running the product without administrator privileges. If you have access to the administrator account on your machine, run the application using that account, otherwise ask your administrator to license the product.

You will see this error if you are trying to license and run Yenka from a shared network drive without full read/write file permissions. You should ask your administrator to license the product on the host computer.


If you need more information or you cannot find an answer to your question here, please email your query to support@yenka.com.