Licensing troubleshooting and error codes

1000

All Associated 1000 Series Knowledge Base Articles

• Best practices for software installation
• Software installation system requirements
• Getting set up guide for installation and licensing
• Transfer software to new computer

2000 Series: Activation/Deactivation

2000

       All Associated 2000 Series Knowledge Base Articles

• Deactivate your Golden Software license
• How do I renew my software maintenance if it has expired
• How do I know if I have active maintenance
• Identify and locate your serial number or product key
• Invalid product key or serial number error during software activation
• Licensing options for Surfer, Grapher and Strater
• Managing your software subscription for Surfer or Grapher
• Place an Order Online
• Security compliance update for Surfer, Grapher, Strater, and License Administrator
• Solutions to activation error messages
• Solutions to the error "You must have Internet access to activate your license"
• Solutions to the trial version of software requesting a product key
• The difference between a serial number and a product key
• Upgrade concurrent license to the latest version
• Upgrade single user license to the latest version
• What is software maintenance and why should I renew

2001

• "Activation cannot be completed. For assistance, please visit our online support center for solutions to Error Code 2001.”
• "Activation cannot be completed. Please try again, and if the issue persists, visit our online support center for solutions to Error Code 2001.”
• "We are unable to get a license from the activation server. Please check the accuracy of the product key, and try again. If the issue persists, visit our online support center for solutions to Error Code 2001.”

• Solutions to activation error messages

2002

• "You must have internet access to activate your license. Please check that you have internet access, and try again. For assistance, please visit our online support center and refer to Error Code 2002 for solutions."
• "Activation server cannot be reached. Please check your internet connection or visit our online support center for solutions to Error Code 2002.”

• Solutions to the error "You must have Internet access to activate your license"

2003

• "Please enter your product key to continue. For assistance, please visit our online support center and refer to Error Code 2003 for solutions."

• Identify and locate your serial number or product key
• Invalid product key or serial number error during software activation

2004

• "Activation cannot be complete. This license expired on [date]. Please renew your license or purchase a new one.
  For more information, visit our online support center for solutions to Error Code 2004."
• "Your license has expired. Please renew your license or purchase a new one. Visit our online support center for solutions to Error Code 2004."

• Place an Order Online
• What is software maintenance and why should I renew

2005

• "The format of the license file is incorrect. Please make sure you are uploading the correct license file, and try again. For assistance, please visit our online support center and refer to Error Code 2005."

• Activate your Golden Software products
• Identify and locate your serial number or product key

2006

• “Your product key has already been activated [# of times], which is the maximum activations allowed.
  To activate your product key on this computer, you must first deactivate one of the prior activations through My Account.
  For assistance, please visit our online support center and refer to Error Code 2006."

• Solutions to activation error messages
• Deactivate your Golden Software license 

2007

• "An incorrect product key was entered.
  You entered a key for [Product], but this application requires a license for [Product].
  To view your licenses, visit My Account. For assistance, please visit our online support center and refer to Error Code 2007."

• Identify and locate your serial number or product key 
• Invalid product key or serial number error during software activation
• Licensing options for Surfer, Grapher and Strater

2008

• "Your [Product]-maintenance expired on [Date]. Please renew your [Product]-maintenance by visiting My Account. For assistance, please visit our online support center and refer to Error Code 2008."

• How do I renew my software maintenance if it has expired
• How do I know if I have active maintenance
• What is software maintenance and why should I renew

2009

• “Your license is already up to date. If this is not accurate, view your licenses on My Account or visit online support center and refer to Error Code 2009."

• Upgrade concurrent license to the latest version
• Upgrade single user license to the latest version

2010

• "A valid license for [Product] cannot be found. For assistance, please visit our online support center and refer to Error Code 2010.
  [Product] will now close."

• Identify and locate your serial number or product key

2011

• "The product key you entered is not valid. Please check that the full product key has been entered correctly, and try again. For assistance, please visit our online support center and refer to Error Code 2011."

• Identify and locate your serial number or product key
• Invalid product key or serial number error during software activation

2012

• "To deactivate your license, you must have internet access. For help, please visit our online support center and refer to Error Code 2012."
• "There was an error creating the deactivation request. Please visit our online support center for solutions to Error Code 2012."

• Deactivate your Golden Software license 

3000 Series: Single User Licensing

3000

       All Associated 3000 Series Knowledge Base Articles

• Activate your Golden Software products
• Deactivate your Golden Software license 
• Upgrade single user license to the latest version

4000 Series: License Administrator/License Manager/License Server

4000

       All Associated 4000 Series Knowledge Base Articles

• Activate your software on an offline computer
• Apply custom license and deployment settings to client computer for concurrent use licenses 
• Deactivate your Golden Software license
• Golden Software license server firewall port usage
• Information provided in the Usage Log from the License Administrator
• Is the License Administrator required to use and run a concurrent-use license?
• License Administrator functionality and version history
• License server system requirements
• Serve multiple offices in different cities using the same network license
• Set up license server for concurrent use licenses
• Solutions for the Activation tab being disabled in License Administrator
• Solutions to grayed out Usage Information tab in the License Administrator
• Solutions to the License Manager not responding
• Supported networks for Golden Software license distribution
• Update the License Manager and License Administrator on your license server
• Use a virtual machine or IPv6 network for concurrent license server
• Verify that your server is visible to client computers

4001

• "The product key you entered is not valid. Please confirm you have the correct product key, and try again. For assistance, visit our online support center and refer to Error Code 4001."

• Invalid product key or serial number error during software activation
• Identify and locate your serial number or product key
• Solutions to activation error messages

4002

• “There was a communication error with license server [Server Name]. Please reach out to your IT Administrator for assistance, or visit our online support center and refer to Error Code 4002."

• Golden Software license server firewall port usage
• Set up license server for concurrent use licenses
• Verify that your server is visible to client computers

4003

• “Cannot add the license because this license has already been added to this license server. For assistance, please visit our online support center and refer to Error Code 4003."

• Activate your software on an offline computer
• Deactivate your Golden Software license

4004

• "The license manager is out of date, which is preventing [Product] from connecting to the license server. To resolve this issue, you'll need to upgrade to Sentinel license manager version 9.7 or higher.
  For assistance, please visit our online support center and refer to Error Code 4004."

• Update the License Manager and License Administrator on your license server

4005

• "Activation cannot be completed. This product key has already been activated the maximum number of times allowed.
  If you have previously deactivated this product key, and believe you should not have received this message, please visit our online support center and refer to Error Code 4005."

• Activate your Golden Software products
• Deactivate your Golden Software license
• Set up license server for concurrent use licenses

4006

• "Cannot communicate with the activation server. Please check your internet connection and try again.
  For assistance, please visit our online support center and refer to Error Code 4006."

• Solutions to the error "You must have Internet access to activate your license"
• Update the License Manager and License Administrator on your license server

5000 Series: Concurrent Use Licensing

5000

       All Associated 5000 Series Knowledge Base Articles

• Activate your software on an offline computer
• Activate your Golden Software products
• Apply custom license and deployment settings to client computer for concurrent use licenses
• Concurrent use license disappeared from license server
• Deactivate your Golden Software license
• Deploy software remotely over the network
• License Administrator functionality and version history
• Migrate concurrent license to a new server
• A concurrent license seats is in-use when the user is not using it
• Reserve or limit access to concurrent-use license seats for specific groups, users, etc.
• Solutions to the License Manager not responding
• Use a virtual machine or IPv6 network for concurrent license server
• Using the software while disconnected from the network
• Verify that your server is visible to client computers

5001

• "The product key you entered is not for a single-user license. To use a concurrent or network license, please connect to the license server, or visit our online support center and refer to Error Code 5001."

• Activate your Golden Software products
• Convert or transfer a Golden Software license
• Set up license server for concurrent use licenses

5002

• "Your license is only valid for versions up to [Version #] For assistance, please visit our online support center and refer to Error Code 5002."
• "The license on server [Server Name] is expired. Please renew your license, or visit our online support center and refer to Error Code 5002."

• Upgrade concurrent use license to the latest version
• Security compliance update for Surfer, Grapher, Strater, and License Administrator
• What is software maintenance and why should I renew

5003

• "Unable to connect to the license server [Server Name]. Please check that you are connected to the same network as the server. For assistance, please visit our online support center and refer to Error Code 5003."
• "Unable to retrieve a license due to a license locking error on the license server. Please reach out to your IT Administrator. For assistance, visit our online support center and refer to Error Code 5003."

• Activate your Golden Software products
• Set up client computers to automatically connect to the license server
• Verify that your server is visible to client computers

5004

• Server [Server Name] does not contain a license for [Feature Name]. Please try connecting to another server. For assistance, please visit our online support center and refer to Error Code 5004."

• Activate your Golden Software products
• Upgrade concurrent use license to the latest version
• License Administrator functionality and version history
• Security compliance update for Surfer, Grapher, Strater, and License Administrator

5005

• "Unable to communicate with the license server [Server Name]. Please reach out to your IT Administrator. For assistance, please visit our online support center and refer to Error Code 5005."

• Activate your Golden Software products
• Solutions to the License Manager not responding
• Verify that your server is visible to client computers

5006

• "The license you are trying to add is for concurrent use, and can only be added to a license server. For assistance, please visit our online support center and refer to Error Code 5006.”

• Activate your Golden Software products
• Set up license server for concurrent use licenses

5007

• "An invalid amount of commuter days was selected while checking-out a seat for [Product]. The number of days to check-out a license must be between 1 and [Max Commute Days]. Please try again.
  For assistance, please visit our online support center and refer to Error Code 5007."

• Using the software while disconnected from the network

5008

• "Communication error with license server. Confirm you are on the same network. For help, visit our online support center and refer to Error Code 5008."
• “[Product] is unable to check in license. Please contact your IT Administrator or visit our online support center and refer to Error Code 5008."
• “[Product] is unable to check out the license. Please contact your IT Administrator or visit our online support center and refer to Error Code 5008."

• Activate your Golden Software products
• A concurrent license seats is in-use when the user is not using it

5009

• “A valid license was not found after checking it in. For assistance, please visit our online support center and refer to Error Code 5009.”

• Activate your Golden Software products
• Concurrent use license disappeared from license server

6000 Series: Subscription Based Licensing

6000

       All Associated 6000 Series Knowledge Base Articles

• Convert or transfer a Golden Software license
• Managing your software subscription for Surfer or Grapher

7000 Series: Converting Licenses

7000

       All Associated 7000 Series Knowledge Base Articles

• Convert or transfer a Golden Software license

7001

• “The product key you entered is for a single-user license. To continue using the License Administrator, please enter a product key for a concurrent use license. For assistance, please visit our online support center and refer to Error Code 7001.”

• Convert or transfer a Golden Software license
• Activate your Golden Software products

8000 Series: Offline Activation

8000

       All Associated 8000 Series Knowledge Base Articles

• Activate your software on an offline computer
• Solutions to the error "You must have Internet access to activate your license"
• Using the software while disconnected from the network

8001

• “Unable to update your license. This license may have been added manually rather than activated online. For assistance, please visit our online support center and refer to Error Code 8001.”

• Activate your Golden Software products
• License Administrator functionality and version history
• Set up license server for concurrent use licenses

8002

• "The license string you entered is not valid. Please verify that you are entering a license string provided by Golden Software.
• For assistance, please visit our online support center and refer to Error Code 8002."

• Activate your software on an offline computer

8003

• "An error was encountered when trying to validate the license. For assistance, please visit our online support center and refer to Error Code 8003.”
• ”The license for [Product] cannot be updated without a product key. This license may have been added manually, rather than online. For assistance, please visit our online support center and refer to Error Code 8003.”

• Activate your software on an offline computer
• Using the software while disconnected from the network

9000 Series: Miscellaneous

9000

       All Associated 9000 Series Knowledge Base Articles

• Apply license settings without user interaction
• Convert or transfer a Golden Software license
• Expired trial message after activation and routine use
• Locate support code for Surfer and Grapher
• Locate the full version of your Golden Software products
• What licensing options are available?