# Troubleshooting

### Installation

#### Clean uninstall

If the application does not work, perform a clean uninstall and reinstall it.

**Please make sure to delete the folder below for a clean uninstall.**

* MacOS : `/Users/<user>/Library/Application Support/StarUML` (Recommend to use [AppCleaner](https://freemacsoft.net/appcleaner/))
* Windows : `C:\Users\<user>\AppData\Roaming\StarUML`.
* Linux : `~/.config/StarUML`.

#### How to download previous versions?

You can download all the versions of StarUML from the [Archive page](https://staruml.io/archive/).

### License management

#### License is not activated

When the license cannot be activated, please check the following:

1. Check that the versions of the license and the installed StarUML are the same. (Check the version of the license in the [License Manager](https://staruml.io/license-manager), and the version of StarUML in About Dialog. You can download previous versions of StarUML from the [Archive page](https://staruml.io/archive/))
2. Check your internet connection. (If there is no internet connection or external access is restricted due to company security policies, please try offline activation)
3. Check that you have entered the license key correctly.
4. Try to deactivate license for unused devices.
5. Try [offline activation](#how-to-activate-license-in-offline).

If you tried the above methods but still failed, please contact us with the information below attached.

* OS version
* StarUML version
* Your license key
* Your Device ID (Select **Help > License Activation** menu and click **Copy Device ID**)
* Dump (or screenshot) errors in console (Select **Debug > Show Dev Tools** menu and click **Console** tab)

#### How to deactivate license

To deactivate in the application:

1. Select **Help > License Activation** menu
2. Click **Deactivate** button.

To deactivate in License Manager:

1. Login to the [License Manager](https://staruml.io/license-manager) with your email (The email address entered when purchasing the license).
2. Select **Devices** menu on the top.
3. Click **Deactivate** button on a particular device, or click **Deactivate all devices** button to deactivate all devices.

#### How to activate license in offline

1. Login to the [License Manager](https://staruml.io/license-manager) with your email (The email address entered when purchasing the license).
2. Select **Device** menu on the top.
3. Select a license. The **offline activation** guide will then appear in the area at the bottom of the page.
4. Follow the **offline activation** guide.

#### How to deactivate license in offline

1. Delete `activation.key` file from the below folder:
   * MacOS : `/Users/<user>/Library/Application Support/StarUML`
   * Windows : `C:\Users\<user>\AppData\Roaming\StarUML`.
   * Linux : `~/.config/StarUML`.
2. [Deactivate in License Manager](#how-to-deactivate-license).

#### I lost my license key

You can log in to the [License Manager](https://staruml.io/license-manager) with your email to find all your license keys.

### Reporting bugs <a href="#reporting-bugs" id="reporting-bugs"></a>

To report bugs, please contact us with the information below attached.

* OS version
* StarUML version
* Video recording of the issue (or, detailed steps to reproduce the issue)
* Screen capture of errors in console (Select **Debug > Show DevTools** menu and click **Console** tab)
* Your license key (if license-related issue)