Client can't connect to their account

Rhino Rhino for Mac
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1

Have a client who e-mailed me and they have a V8 license in their cloud zoo that they want to share between a Mac and a PC. On the PC it is working fine, it found the license in their account. On the Mac it refuses to connect to their account.

I don’t remember which of the options one should use here to get past this, click on the X close button in the upper left, or on the Delete license (bottom entry in the options drop-down).

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Connect (the top entry) doesn’t work to find their account, putting in an e-mail address doesn’t either and the other two options are not applicable.

2

When those things don’t just work as they are expected to do, please contact support by phone/chat/mail. There are a dozen or so people on the other end that deal with these types of situations several times a day. It also always involves having access to personal information…
-w

3

OK, but as a reseller, I am really not fond of having to tell clients “I can’t help you, you have to call McNeel directly”…

It seemed to me there were previous cases of this reported and that there were some possible solutions, but I can’t find them right now.