Common Licensing Problems and Solutions

This article describes some of the common problems you may encounter with your up.time license and explains how to resolve those issues.

License key problems generally fall into one of the following areas:

1. You did not receive a trial license key.

   Go to the up.time License Extension Request page and enter all requested information to receive an updated license key.

2. You need an updated license key because a) you want to move the up.time monitoring station to a different platform or b) the HostID on your current platform has changed.

   Login to the License Portal, click "Re-host License Key" for the applicable deployment ID, and follow the instructions. This process needs to be completed by a user with License Administrator or Key Technical Contact privileges.

3. Your license key has expired or your up.time installation has been re-sized.

   Send an email to [email protected] for assistance.

4. There is a problem with the format or content of your license key.

   If there is, you should see an error on the License Info page in the up.time UI.
   The following is an example of a license key:

   FEATURE systems uptime 6.0 03-dec-2012 uncounted HOSTID=DEMO \
   NOTICE="eval20120504003851 " SN=10 TS_OK SIGN="01D0 E664 807F \
   9D71 98AF C0CA 65D8 9B56 4EB2 5F66 1203 F9D2 FC07 B884 D052 \
   62B6 8E92 F252 DC67 61C8 C2C0"

   The license key:

   • Must start with the word FEATURE.
   • Must end with a double quotation mark (").
   • Must have all lines (except the last one) end with a backslash (\) and not start with one.
5. You recently upgraded your up.time monitoring station version and up.time has stopped monitoring.

   If you are upgrading to a new major release version (e.g. from 5.x to 6.x or 6.x to 7.x), you will need to retrieve a new license key from the License Portal (login required). To complete this process, login to the License Portal, identify the Deployment that you have upgraded, select the “Upgrade my Deployment link” and follow the instructions.