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Licensing troubleshooting and error codes

This table presents error codes applicable to Surfer versions 25.4 and later, Grapher versions 22.1 and later, as well as License Administrator versions 4.1 and later. If you encounter licensing error codes that are not listed in this table, we recommend upgrading your product to the latest version.

Alternatively, please visit License Troubleshooting and Errors Codes (Older Versions of Software) for further assistance.

 

Table of Contents:

1000 Series: Installation

2000 Series: Activation/Deactivation

3000 Series: Single-User Licensing

4000 Series: License Administrator/License Manager/License Server

5000 Series: Concurrent Use Licensing

6000 Series: Subscription Based Licensing

7000 Series: Converting Licenses

8000 Series: Offline Activation

9000 Series: Miscellaneous

 

Error Code

Associated Error Messages

Knowledge Base Articles

1000 Series: Installation

1000

All Associated 1000 Series Knowledge Base Articles

2000 Series: Activation/Deactivation

2000

       All Associated 2000 Series Knowledge Base Articles

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.”

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.”

2003

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

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."

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."

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."

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."

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."

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."

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."

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."

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."

2013

  • "Your license is only valid for versions up to [Product] [Version #]. For assistance, please visit our online support center and refer to Error Code 2013."

3000 Series: Single User Licensing

3000

       All Associated 3000 Series Knowledge Base Articles

4000 Series: License Administrator/License Manager/License Server

4000

       All Associated 4000 Series Knowledge Base Articles

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."

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."

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."

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."

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."

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."

4007

 

  • The RMS License Manager is not responding. If the license manager is on this same server, make sure the license manager service is running. If you are trying to connect to a different server that is running a license manager, change the License Server setting. 
    For assistance, please visit our online support center and refer to Error Code 4007."

5000 Series: Concurrent Use Licensing

5000

       All Associated 5000 Series Knowledge Base Articles

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."

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."

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."

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."

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."

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.”

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."

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."

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.”

6000 Series: Subscription Based Licensing

6000

       All Associated 6000 Series Knowledge Base Articles

7000 Series: Converting Licenses

7000

       All Associated 7000 Series Knowledge Base Articles

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.”

8000 Series: Offline Activation

8000

       All Associated 8000 Series Knowledge Base Articles

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.”

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."

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.”

8004

  • “Unable to complete the offline activation because the [feature/product] license has expired. Please renew your license by visiting http://shop.goldensoftware.com. For assistance, please visit our online support center and refer to Error Code 8004”

9000 Series: Miscellaneous

9000

       All Associated 9000 Series Knowledge Base Articles

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