Two different Macs are depicted as one computer in the account

[Opalennyi]

Hello! I've installed AdGuard on a clear MacBook (it was previously used by me, and I'm handing it to my mom now), and AdGuard starts working without any actions needed. When I revoke the license on another MacBook and update on the first one, it stops working. When I login into my account, two MacBooks look like one, so they're kind of interconnected in terms of AdGuard license.

I will use 'MacBook Air' (an old one; I used AdGuard there before, but I've formatted the disk and reinstalled the system) and 'MacBook Pro' (the one I use now, kind of a new Mac of mine) below.

Steps to reproduce

1. Install AdGuard on MacBook Air. It starts working with no license activation needed.
2. Reset license key on MacBook Pro. 'Refresh status' on MacBook Air. It stops working.
3. Enter license key/login to account on MacBook Air. In the web account it looks like MacBook Pro, the same name of the computer.
4. 'Refresh status' on MacBook Pro. It works again.

Expected behavior

I believe they should act as different computers and mustn't be interconnected.

Customer ID

608608

Your environment

• Environment name and version: (e.g. Chrome 59): macOS Monterey 12.4 on both
• Any specific potentially conflicting software installed: Nothing I believe

[maxikuzmin]

@Opalennyi could you go into AdGuard from your Macbook Air, update your personal account and take a screenshot, then attach it here? We can see that you logged into AdGuard under Macbook PRO and IMac (if you didn't change the names). Regarding logging in without data entry after reinstalling, it's hard to say since we don't know exactly how you reinstalled the system, under certain scenarios the AdGuard data could have remained in the system.

[maxikuzmin]

@Opalennyi ping

[Opalennyi]

Hi @maxikuzmin, Sorry, it's been hectic weeks with a relocation back and forth, I didn't have enough time and focus to do all that. What do you mean by updating personal account?. I'm attaching a screenshot on how the licensing pad looks like on MacBook Air.

We can see that you logged into AdGuard under Macbook PRO and IMac (if you didn't change the names). That's exactly the issue I'm trying to solve. Somehow MacBook Pro and MacBook Air are interconnected though it's two different devices. But when I revoke the license on MacBook Pro, it gets revoked on MacBook Air as well, and vice versa.

Regarding logging in without data entry after reinstalling, it's hard to say since we don't know exactly how you reinstalled the system, under certain scenarios the AdGuard data could have remained in the system. I followed the official Apple guide: https://support.apple.com/en-gb/HT201065

[Opalennyi]

@maxikuzmin, can we re-open the ticket please? Thanks.

[maxikuzmin]

@Opalennyi this is strange because we see 2 computers and there are free slots for other devices as well. Let's try to record logs when the account is logged out Here's what we need you to do:

• Click AdGuard icon in the menu bar --> Gear --> Advanced --> Logging level --> Debug;
• Reproduce the issue and remember the exact time it happened;
• Menu --> Advanced --> Export Logs and System Info...;
• Send the archive to apple@adguard.com and mention this issue number in the subject.

[Opalennyi]

Thanks @maxikuzmin. Unfortunately, I've moved to another country and don't have a direct access to MacBook Air now, so it will take a while for me to collect the logs. Should I collect them on both, MacBook Air and MacBook Pro, or one machine only?

[maxikuzmin]

@Opalennyi Ideally from both, but for now you could try sending from at least one so we can see what's going on

[maxikuzmin]

@Opalennyi any news?

[Opalennyi]

Hi @maxikuzmin, Apologies, I was on leave and didn't take my MacBook with me. I've just sent the logs to the email, I pretty much did everything (reset the license + reactivated the account) at 17:07 Yerevan (my MacBook) time. Will try to get the logs from MacBook Air ASAP as well.

[maxikuzmin]

@Opalennyi we're looking into the problem. Please wait