Troubleshoot License Errors
You may occasionally be shown a license error screen when accessing restricted parts of the application, namely the API or operator panel. Most of the time the error should not be a cause of concern and can be resolved by simply reissuing the license from our client area.
Below is a list of all possible error messages and suggested steps to resolve them.
Error while connecting to licensing server.
- Ensure your server has outbound port 443 access to licensing.supportpal.com
- Clear the system cache by emptying the contents of the
storage/framework/cache/folder or running the clear cache CLI command. - Click the 'Retry' button at the operator panel (on the license error page) or use the license refresh CLI command.
- If still erroring, enable Settings > Debug > Debug Mode, retry again using the above step, and then contact us attaching your application log file for the current day.
Invalid license prefix.
Ensure the license key has been copied correctly.
You can update the license key at the operator panel (on the license error page) or using the CLI command.
License not found.
Ensure the license key has been copied correctly.
You can update the license key at the operator panel (on the license error page) or using the CLI command.
License suspended.
The license has been manually or automatically suspended due to an unpaid invoice or for breach of our EULA.
Log in to our client area and ensure any overdue invoices have been paid. The license will be automatically unsuspended after any unpaid invoices are paid. If you cannot determine the reason for suspension please contact us.
Once the license is unsuspended, you can click the 'Retry' button at the operator panel (on the license error page) or use the license refresh CLI command.
License terminated.
The license has been terminated due to non-payment following several reminders and a period of suspension, or cancelled at your request.
Please purchase a new license and enter the new key at the operator panel (on the license error page) or using the license update CLI command.
The host server has been blacklisted.
The server that your license is running on has been blacklisted due to misuse or abuse. Please contact us for more information.
IP (a) does not match registered IP addresses (x, y, z).
The IP address that your license is locked to has changed. The license will lock to both IPv4 and IPv6 addresses, it determines these address locally and also based on the connection made to our license server.
If you've moved servers, simply log in to our client area, find your license under My Services and click Re-Issue License under Actions.
If your server has multiple IP addresses for example in a load balanced environment, please log in to our client area, find your license under My Services and click Upgrade/Downgrade Options under Actions. Add Multi-IP Support to your license, and then register all IP addresses and ranges used to your license.
Once the license is re-issued or registered IPs have been remediated, you can click the 'Retry' button at the operator panel (on the license error page) or use the license refresh CLI command.
Installation has moved from registered path.
This may occur if you've recently moved the application to another server or directory.
Log in to our client area, find your license under My Services and click Re-Issue License under Actions.
Once the license is re-issued, you can click the 'Retry' button at the operator panel (on the license error page) or use the license refresh CLI command.
Too many active brands (x), allowed maximum of 'y'.
This may occur when switching between licenses with a different number of additional brands.
Log in to our client area, find your license under My Services and click Upgrade/Downgrade Options under Actions. Change the number of Additional Brands on the license as necessary.
Once the license has been correctly updated, you can click the 'Retry' button at the operator panel (on the license error page) or use the license refresh CLI command.
The installed version (x) was released after your license's support & updates expired (yyyy-mm-dd).
We recommend to regularly renew your support & updates subscription in order to access the most secure and feature rich version of the software.
Log in to our client area, click Services -> View Available Addons. Order the support & updates add-on for your license, ensuring you purchase it for the right license key.
Once the support & updates subscription is up to date, you can click the 'Retry' button at the operator panel (on the license error page) or use the license refresh CLI command.