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On 12/06/2012 at 15:59, xxxxxxxx wrote:
PC / Mac shouldn't be an issue (my understanding is that identifying part of the 11 serial digits is no longer used / always set to the same value).
Ask your customer to send you a screen-shot of the "Personalize" dialog when it pops up (the dialog where you enter serial numbers). It will look different IF he is in fact connecting to the License Server than it does in Stand-alone mode (there will be license server info on the left, including lease-times, etc). It may also give you additional info to help track down the problem.
If possible, a screen-shot of the License Server screen, with the (any/all) Serial Packages expanded - this will let you verify that your plugin is registered correctly there (and for the correct version of Cinema 4D, etc).