Specifications

7. Click Close button.

Tips and troubleshooting for Licensing

In this section are tips and troubleshooting information designed to help you use the software if

there are unexpected results.

Error messages - is the problem local or on the Web server?

On the rare occasion that you get an error message when you are manipulating licenses, if there

is an incident ID, the error is on the Web server. If there is no incident ID, the problem is local.

For example, "An error occurred while processing an

activation/deactivation/repair response. Incident ID: 1443" indicates that

there is a problem on the Web server.

Error during activation / deactivation / repair

If you get the error message: “An error occurred during

activation/deactivation/repair”, check the version of your FNP Licensing Service.

The Licensing Wizard/Assistant works with the FNP Licensing Service on both Mac and PC. The

versions of your FNP Licensing Service and of the Licensing Wizard/Assistant must match.

If deactivation fails

If deactivation of your licenses fails, resulting in disabled licenses, you should be able to clean

them up by deactivating them again.

Error when processing the response file

When your off-line activation, deactivation or repair fails after loading the response file you

downloaded from the activation website, it may be because you downloaded the file twice.

This happens when your browser blocks automatic downloads, and you click the security message

at the top of your browser window then go back to the previous page to try downloading the file

again.

This generates a second, corrupt response file, that will cause the activation / deactivation / repair

to fail.

If this happened to you, contact your Customer Service representative.

To avoid this next time you download a response file, you need to either change your browser’s

security settings, or click the direct link on the download page.