Concurrent use license disappeared from license server

If you receive an expired trial message after successfully activating and using the software, this indicates that the license is no longer recognized as valid or has been removed from the computer.

Common cause for license disappearance

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. Surfer and Grapher concurrent-use licenses are locked to the MAC Address and UUID, while all Strater concurrent licenses are locked to 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.  

Important information for older licenses

Surfer and Grapher licenses created before 8-March-2023 were created with a standard locking criteria of - Ethernet Address + CPU Info String + UUID. 

If a change in locking criteria may occur routinely

If you believe that the event that caused the change in locking criteria will occur routinely, please contact our Customer Success Team to let us know. Our Customer Success Team will create a custom license that will better accommodate your computer setup.

Restore the license on your computer

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.

Additional support

If your licenses are no longer listed in the License Administrator, but you do not believe a change to the locking code is the cause, please click the Create licensing support file link in the lower right corner of the Settings page and email the support file to our legendary Customer Success Team for further investigation. They will help troubleshoot your licensing issue, and have your software running promptly.

Related: Expired trial message after routine use