The most common cause of an activated Surfer, Grapher, or Strater license disappearing from the license server is a change in the locking code for the server computer. Our concurrent-use licenses are locked to the MAC Address and UUID (Note: licenses created before 8-March-2023 were created with a standard locking criteria of - Ethernet Address + CPU Info String + UUID). If any of these criteria change then the locking code for the server computer will change and previous activation will no longer be recognized as valid.
To restore the license to your computer, deactivate the previous activation through our My Account portal and then activate the license again in the License Administrator.
If the server change that caused the change in locking codes will occur routinely, please contact our support team to let us know. We can then create a custom license that will better accommodate your server setup.
If your licenses are no longer listed in the License Administrator, but you do not believe the locking code is the cause, please click the Create licensing support file link on the Settings page and send in the ZIP file for further investigation.
Related: Expired trial message after routine use
Updated March 2022
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