can't update

I am trying to help a friend that just bought ess 4 the store that they bought their system at sold them the anti virus. i myself do not run it choosing avg but that is here nor there. the problem is they had staples install your software they didn't activate it, i had them go through your activation online and cut and paste the username and password put those both in and still no update. the programing is only a week old. when i try to up date i get a quick flash of 'update.ver' and thats it no update comes down. any ideas?

 

Try entering the Username and Password manually. When cutting and pasting it's possible to accidently add a space to the end of the username or password.