mysterious license de-activation
Problem reported by Thalia Oster - 8/27/2014 at 10:48 AM
Submitted
Hello-
 
I have a licensed version 10.1.5283 Enterprise Edition installed on our server, and it has been working great for over 8 months now. Today, we discovered that it had somehow reverted back to the "Free" edition and our license key record was completely gone from the system.
 
I re-activated it as soon as I was aware, and it is again working, but why in the world would it do this??
I looked through the Activation log for yesterday and found this clue:
 
10:49:20 License operation 'ActivationQuery' occured.
Result=Failure
AuthEmail=myname@myemail.com
AuthPassword=****HIDDEN****
LicenseKey=#####-#####-#####-#####
MasterProductName=SMARTERTRACK
ProductVersion=10.1.5283
MachineName=WIN-DDE4FB9847H
DatabaseServer=localhost\SqlExpress
DatabaseCatalog=SmarterTrack
DatabasePrefix=ST_
IsReactivation=False
 
 
10:50:00 License operation 'ActivationQuery' occured.
Result=Success
AuthEmail=myname@myemail.com
AuthPassword=****HIDDEN****
LicenseKey=#####-#####-#####-#####
MasterProductName=SMARTERTRACK
ProductVersion=10.1.5283
MachineName=WIN-DDE4FB9847H
DatabaseServer=localhost\SqlExpress
DatabaseCatalog=SmarterTrack
DatabasePrefix=ST_
IsReactivation=False
 
 
12:37:54 License operation 'UpdateLicenseStats' occured.
Result=Success

12:37:54 Checking license restrictions for #####-#####-#####-#####

12:37:54 License operation 'UpdateLicenseStats' occured.
Result=Success

17:34:09 License operation 'UpdateLicenseStats' occured.
Result=Success

17:34:09 Checking license restrictions for #####-#####-#####-#####

17:34:09 License operation 'UpdateLicenseStats' occured.
Result=Success
 
Any ideas what might have caused this?
 
Thanks!

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0
Employee Replied
Employee Post
Hi Thalia,
 
A few items to check, if the database is on a different server and if there was a network connectivity issue this can cause an activation issue.  Also if the server name or IP address changed it will require a re-activation.
0
Steve Reid Replied
Sometimes network connectivity issues cannot be avoided, or are out of our hands. SmarterTools software should be programmed in such a way that this doesn't deactivate the license.

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