Troubleshoot licensing errors

Symptoms

You receive an error code or an error message when working on licensing, such as activating or deactivating a product key, or installing or uninstalling a license file.

Cause

This article describes common causes and solutions to licensing errors.

Licensing is usually performed using the Web UI or the CLEAR Engine installer (SkyAnalyzer.Engine.Installer.exe). If errors occurred during license installation, the error messages provided by the Web UI typically has a description accompanied by an error symbol (such as MALFORMED_PRODUCT_KEY), while the error messages provided by the CLI typically has a description accompanied by an error code (such as -11). As the descriptions might change, it is recommended to use the error symbol or the error code to look up the causes and solutions to error.

Resolution

You receive the error code -11 or the following error when activating a product key or creating an activation request:
```
  The product key is not well-formed. (MALFORMED_PRODUCT_KEY)
```
You receive this error because the product key is not well-formed.

Verify the product key you used is correct. If the problem persists, contact Lucent Sky support.
You receive the error code -12, -993, -996, or the following error when installing a license file:
```
  The license file is invalid. (INVALID_LICENSE_FILE)
```
You receive this error because the license file is invalid.

Perform offline activation again. If the problem persists, contact Lucent Sky support.
You receive the error code -21, -22, -29, -991, -992, or the following error when activating a product key:
```
  An error occurred while communicating with the activation server. Try again later or use offline activation. (ACTIVATION_SERVER_ERROR)
```
You receive this error because the an error occurred when contacting the activation server or when processing the activation request.

Try to activate the product key later, or use offline activation. If the problem persists, contact Lucent Sky support.

To learn more about activating a product key using offline activation, view the following article in the Lucent Sky Knowledge Base:
Install Lucent Sky AVM license
You receive the error code -31 or the following error when activating a product key:
```
  The product key has expired or exceeded its activation limit. (EXPIRED_PRODUCT_KEY)
```
You receive this error because the product key has expired or exceeded its activation limit.

Most product keys can only be activated on a single instance. If the product key has been activated on an instance, deactivate the product key on that instance and try to activate it again on the current. If unable to deactivate the product key, contact Lucent Sky support.

To learn more about deactivating a product key, view the following article in the Lucent Sky Knowledge Base:
Install Lucent Sky AVM license
You receive the error code -41 or the following error when activating a product key or installing a license file:
```
  The serial number in the license file does not match the serial number of this instance. (SERIAL_NUMBER_MISMATCH)
```
You receive this error because the serial number in the license file does not match the serial number of the current instance.

Check the license document for the serial number, then change the serial number of the instance.

To learn more about changing the serial number, view the following article in the Lucent Sky Knowledge Base:
Change the serial number of a Lucent Sky AVM instance
You receive the error code -42, -43, or the following error when activating a product key or installing a license file:
```
  An error occurred while initializing supplementary license store. (SUPPLEMENT_LICENSE_STORE_ERROR)
```
You receive this error because an error occurred while initializing supplementary license store.

The supplementary license store needs to be initialized, but the product key cannot be used to initialize the supplementary license store. Contact Lucent Sky support to request the reissuance of the product key.
You receive the error code -101, -109, or the following error when activating a product key or installing a license file:
```
  There is one or more scans in progress. (SCAN_IN_PROGRESS)
```
You receive this error because product key activation or license installation can only be performed when no scan is in progress.

Perform product key activation or license activation when there is no scan in progress.
You receive the error code -9999980 or the following error when performing certain actions after making a major licensing change, such as an SKU change:
```
  A system error occurred. (SYSTEM_ERROR)
```
You receive this error because CLEAR Engine service has not been restarted after the major licensing change.

Restart CLEAR Engine service for the changes to take effect.
You receive an error code or error message not listed above.

If you received an error code or error message not listed above, contact Lucent Sky support and include the error code, error message, and log files (if available) in your service request.