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3.19. Repairing a Broken Network License

Disponible en español: Reparación de una Licencia de Red Dañada

Applies to:
Palisade Concurrent Network software 6.x/7.x
Palisade Concurrent Network software 5.x with Server Manager 6.x/7.x
Palisade Concurrent Network software 8.x

My network license doesn't show in the lower window of Server Manager, but when I click the Unusable Licenses button I see it there, with a "broken" status. How can I fix it?

First, a word about prevention. If you're running a virtual server, and you have an activated license, reverting the server to a snapshot will break the license. To avoid this, assuming you want to continue using snapshots and reverting to them, contact Palisade Technical Support to exchange your activated license for a certificate license at no charge.

To repair the license, please follow this procedure:

  1. In Palisade Server Manager click the magnifying glass in the lower left corner to open the Advanced Options. Click the View Button, find your Activation ID (called "Entitlement ID" in the file), and note the adjacent Fulfillment ID. Copy/paste it with your mouse if at all possible, instead of trying to look at it and type it, because there are usually both single and double underscores.

  2. Click the Execute button. In the box that appears, paste this text, all as one line:

    -repair xxx -comm soap -commServer

    Caution! Copy/paste the whole line, including the leading hyphen.

  3. Replace the xxx in that line with the Fulfillment ID from step 1, and click the OK button.

  4. A Notepad window will open, after a delay of up to 60 seconds. Look at the last couple of lines.

    • If the word SUCCESSFULLY appears, the command succeeded. (Ignore "ERROR 0" or "Error Output".) Close the Notepad window and Server Manager. Ignore the rest of this procedure.
    • If SUCCESSFULLY does not appear, the Automatic Repair failed; continue these steps to do a manual repair.
  5. Click File » Save As and save the PalLicenseCommand.txt file to your desktop or another convenient location.

  6. Close the Notepad window, then click Execute again and paste this text, all on one line:

    -repair xxx -comm flex -gen C:\Windows\Temp\RequestRepair.xml

    Caution! Copy/paste the whole line, including the leading hyphen.

  7. Again, replace xxx with the Fulfillment ID. Click the OK button, and wait for the Notepad window to appear.

  8. Click File » Save As and save the file to your desktop as PalLicenseCommand2.txt.

  9. Close the Notepad windows.

  10. Send an email to Palisade Technical Support with your Activation ID and brief text requesting a repair. Please attach C:\Windows\Temp\RequestRepair.xml as well as PalLicenseCommand.txt and PalLicenseCommand2.txt to the email. Attach them as files; don't copy the text into the body of your email. Tech Support will send you back a response file and instructions. (This step is only valid with an active maintenance plan.)

Note: To receive Technical Support, your license must be in maintenance. If you're using perpetual licenses versions 6, 7, and 8, and it's expired, support will be denied and referred to your local sales manager for license renewal.

Last edited: 2021-11-15

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