Live and Show tabs no longer function

Hi, did you ever purchase the FULL license? If it worked before but now doesn't then maybe you only had the 30-day free trial or only purchased  the Year license and it didn't renew?
you can open hardware manager from the Tools menu and look in the SUT section to see your license type.

Our supplier indicated that we had it for life and that's what the the startup screen indicates. I checked with hardware manager and I'm wondering if a firmware update would help. We've had this system for a couple of years now.

Hi, your current license as shown in your screen-shot indicates you have EXPRESS for Life, not the FULL license for life.
With Express you do not have MIDI, 3D, or the Show Tab.. you must have had a yearly license  that didn't renew or you only hada 30-day trial.
you can log into the store.dmxsoft.com and look at your account as well as find your 6 digit SN# and make a support ticket and ask them what licenses you've paid for.

I'll look into that. Our supplier has disappeared into silent mode for some reason which is why I'm trying to figure this out on my own. I understand what you're saying about why Show mode isn't working but is there still a problem with why our Live mode is also not working? Thanks.

Looking at the screenshots, i see some "?" on the bottom of some channels, when you are LIVE try to not select any fixtures and manipulate the channels, i would go to live mode turn off all the scenes and then go to the far right panel where the blackout is and where it says Reset, click "ALL"
See if that helps.

No luck. I'm thinking I might just buy a year's subscription to see if that resolves things. I tried to create an account yesterday but the phone number kept failing when I was registering. Is there a particular format that's required? I tried a number of options but not were accepted.

I'm not aware of any specific phone number needed, do you mean the serial number? You will need the internal SN# as it shows up in hardware manager to register the device, but typically this device would have already been registered to use it.
If you have licensing issue or have trouble getting to your account it is best to go to the store.dmxsoft.com website and try to log in or make an account and then if you have issue make a support ticket. 

Good day. We've sorted out our licensing issue and we now have a full license. Our live tab is still not working. Same as before; no scenes are working and we can still select multiple scenes within a group. Any suggestions?
Thank you.

Hi, in each scene button there is a setting for "Release mode" if a entire group of scenes is set to release mode off, then multiple buttons within the group can be turned on at a time, if the release mode is set to Group, then only one scene at a time in that group can be turned on.
See the screenshot example attached.
On your screen shot it looks like  you have global fade time set to OFF, where the button is white in the Live tab to the far right.
Have you gone into settings or preferences to ensure that your hardware is detected and is set to output DMX?
Maybe best if you made a short video showing me the whole screen and in your settings for devices.
The Show tab is where you can make custom buttons to trigger scenes in the Live tab.
I hope this helps.

I'll have a look. Thank you.