SYMPTOMS
When attempting to install an Individual Login-based license, there should be a small checkbox on the left side of the table, and when enabled, will allow the Install button to be selected. However, this checkbox sometimes does not appear as expected, and prevents the license from being installed, as seen in the example below:
CAUSE
Currently, we have not been able to reproduce this issue internally, so we cannot guarantee the exact cause of this issue. However, we have seen similar issues in the past wherein when something on an already licensed machine changes, such as the system ID, the license can become invalid. Any old invalid license or login information stored on the machine could then cause issues that may present in this way.
RESOLUTION
You may be able to restore the checkboxes using the following method, which refreshes your system’s settings and processes:
- Launch the software and attempt to license it via these steps: Q100585 How to activate your Individual Login license
- When you see the blank text box log out via the licensing dialog in-software.
- Close the software
- Reopen the software.
- When prompted, attempt to install your Login-based license.
If the above steps do not resolve the issue, please try deleting your tokens. Steps to delete your tokens can be found in the following guide: Q100285: Initial steps to help solve issues with Individual Login licensing.
FURTHER READING
More information for troubleshooting licensing issues can be found in the following articles on the Support Portal:
- Q100585: How to activate your Individual Login license
- Q100285: Initial steps to help solve issues with Individual Login licensing
If you are still experiencing difficulties, please create a support ticket to let us know the exact issue encountered and the troubleshooting steps that have been taken.
For more information on how to open a support request, please refer to this article: Q100064: How to raise a support ticket
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