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Home → Troubleshooting → Installation → "Invalid Key Code" (Releases 1.x and 4.x)

1.29. "Invalid Key Code" (Releases 1.x and 4.x)

Applies to:
All products, versions 1.x and 4.x

Problem:
While installing Palisade software, I type my serial number and key code when prompted, but I get the message "invalid key code".

Solution:
There are several possible causes and cures:

• Make sure you're using the right code. If it has dashes or hyphens in it, it's an ID code or an authorization code, not a key code. Your installation key code was provided when you bought the software. If you can't locate it, call or email Palisade with the serial number and we will help you.

• Check the code carefully. It contains only the digits 0 (zero) through 9 and the letters A through F. If you see something that looks like a letter I or L or O, it's actually the digit 1 or 0 (zero). If you see a dash or hyphen, it's not a key code at all.

• If you're copy/pasting the code from an email, make sure you have all the characters but no spaces or tabs. The installers consider every character, even a space, as an intended part of the key code.

• If you downloaded the installer, make sure you have the right product, the right version, and the right language.

  • @RISK for Excel is sold separately and also as part of The DecisionTools Suite, but they have completely separate installers. The installer for @RISK for Excel sold separately begins with RSK; the installer for the DecisionTools Suite begin with DTS.
  • A standard edition contains the letters STD, a professional edition contains the letters PRO, and an industrial edition contains the letters IND.
  • Non-English versions will have a two-letter suffix, such as _ES for Spanish.

  If you're not sure you have the right installer, please call or email Palisade Technical Support with the file name and your serial number and we will help you.

• Make sure you have the right key code for this serial number. Sometimes a company will buy a block of serial numbers but mix up which key code goes with which serial number. Again, if you can't sort this out we will be happy to help you.

last edited: 2011-01-24