Can't insert anything from pixabay

**slavelle** · 18 November 2018, 12:26 PM

Reluctantly, I renewed my two Xara licenses because my business partner and I don't have the bandwidth to learn a different program and change our methods for doing website mockups.

One reason I went ahead was for the convenience of inserting pixabay images for those mockups from directly inside Xara.

On one pc... The main one, of course... it doesn't work, just giving me an error that the image cannot be downloaded.

I opened a ticket with xara/Magix back on October 1 but I have yet to get a solution. They have given me ideas, most of which I had already done, but nothing works.

I have Uninstalled, deactivated, deleted all of the folders and files, used revo uninstaller to get any remainders, restarted in safe mode, run as administrator, removed Antivirus, gone directly to pixabay and downloaded from there successfully, and many other things.

The other non pixabay content works. It is only the stock photos and illustrations that don't.

As many times as I have done all of these things, I have never gotten the pop-up when trying to insert one of those images asking me to accept the pixabay eula again. I got it once initially where I accepted it, but not again. Is there some kind of way to reset this eula so I get prompted again?

It feels like a permissions issue of some kind. I am two months into my 12 month subscription but still cannot use one of the features I paid for the upgrade to use.

Any ideas on what else I can do?

**gwpriester** · 18 November 2018, 12:32 PM

Go direct to Pixabay. I use a ton of content from them and prefer going direct because they also have more to select from on their site. I know that is a slight inconvenience but it works.

**Acorn** · 18 November 2018, 02:43 PM

For just these problems, I created a simple page that i keep running.
See https://www.talkgraphics.com/showthr...200#post592200.

One Previews it and uses whatever approach to download and open and image or illustration direct from Pixabay.
It doesn't require a current Update Service either.

Acorn

**slavelle** · 19 November 2018, 12:58 PM

Thanks for that tip, Acorn. I might look into that method.

In the meantime, does anyone know where the EULA acceptance is for the Pixabay service? It seems that a full uninstall and re-install would force me to accept it again, but it doesn't. Since the issue feels like a permissions problem, I am leaning on the Pixabay EULA.

Especially considering the following entries from the log file that I produced and provided to Xara as a part of this troubleshooting (that I hope will help others with the same issue, since it does seem to crop up here and again):

00000386 14.74761581 [17528] >> The server value for 'versionValid' is 'true'
00000387 14.84964275 [17528] >> AttemptConnection = 1
00000388 14.84975433 [17528] >> The server value for 'pugdate' is '2019-10-01'
00000389 42.69224167 [17528] >> Downloading file URL=https://pixabay.com/get/ef36b50a2ff61c3e81584506ef454097fe76e7d610b7134896 f3c1.jpg
00000390 43.36935043 [17528] >> Error hrState=800c0008 URL=https://pixabay.com/get/ef36b50a2ff61c3e81584506ef454097fe76e7d610b7134896 f3c1.jpg
00000391 43.47173691 [17528] >> AttemptConnection = 1
00000392 50.12966156 [12664] AuthenticationRequest destroyed

Pretty obviously seems like an authentication issue from inside of Xara. I can go directly to that Pixabay link and it works fine to show me the image. It is only through Xara that I can't get it.

I appreciate the workaround suggestions and the alternate solutions, but I'd prefer this to work correctly as I'm sure others would as well.

Dear Xara - This ticket has been ongoing since October 1. It shouldn't take 7 weeks to get to a non-answer. I sent a further follow up last Thursday and still have no response other than the bot telling me thanks for the update.

You need to fix this issue and you need to fix your support. Especially if you expect to get people to "buy in" to a subscription service. I wasn't going to, then did, with the expectation that I would be able to use the features that are not available outside of the Service period. And I can't. I know that this particular one might seem petty, but it's part of why I renewed.

**slavelle** · 27 November 2018, 10:47 AM

Can someone from Xara please look at this request? It has been another week since I heard anything back from support. I understand that this isn't a support forum, per se, but the official support channel is clearly not working with an almost 2 month old ticket and replies that seem to happen 1 time per week at best.