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This article describes some of the common problems you may encounter with your up.time Uptime Infrastructure Monitor 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.Please contact [email protected] or complete the License Extension Request form on the IDERA Uptime Infrastructure Monitor Support site.

    

2. You need an updated license key because a) you want to move the

   up.time monitoring station

   Uptime Infrastructure Monitor Monitoring Station to a different platform or b) the HostID on your current platform has changed.

   This is also known as Re-hosting, please refer to the following article Moving your license key

    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

   Uptime Infrastructure Monitor installation has been re-sized.
   Send an email to licensing@uptimesoftware licensing@idera.com 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 Uptime Infrastructure Monitor UI.
   The following is an example of a license key:

    

   FEATURE

   systems

   uptime

   6

   7.0

   03-dec-2012

   uncounted

   HOSTID=DEMO

   \

   NOTICE="eval20120504003851

   "

   SN=

   10

   1000 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:

   1. Must start with the word FEATURE.

   2. Must end with a double quotation mark (").

   3. 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

   Uptime Infrastructure Monitor Monitoring Station version and Uptime Infrastructure Monitor 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 onscreen instructions.