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License Is Not Working - Key Is Invalid

Author: Luis Fernandes Updated

Overview

You have recently received a new license key for your GFI Unlimited Software Subscription and your license is not accepted by EventsManager. One of the following errors is displayed when applying the key or when you run the app:

  • The specified license key is invalid.
  • Your current license of GFI EventsManager is invalid!

Or you received an email with the message: GFI EventsManager license is invalid!

Solution

This issue may happen when:

  • You are using a license that is no longer valid (already expired) or a license for another GFI product.
  • The configuration file containing the license key or some other EventsManager file is corrupted.

Solution Steps:

1. Log in to the Accounts portal and check the expiration date of your EventsManager license.
Note: Do not use the customers.gfi.com portal - it does not contain updated information.

    • If you do not have credentials for the Accounts portal, reach out to the person from your company who purchased the EventsManager license to retrieve the updated license or create an account for you.

    • To confirm that the license key you are using is a valid EventsManager license key, click on the More Details link in My Products > GFI EventsManager to see the list of your EventsManager License keys. Ensure that the license key matches one for your GFI EventsManager license keys, license keys from other GFI products even if you have GFI Prime subscription will not work with GFI EventsManager.

      myproducts.png

    • If the license is expired, contact your GFI reseller, which can be found under the Subscriptions section. Also, you can find a new GFI reseller. Once the key is renewed, apply it in EventsManager.

      mceclip0.png

    • If the expiration date is in the future, you might be using an old license key - click More Details, copy the license key and apply it in EventsManager.
      If the license key is the same as the one you are currently using, proceed to the next step.
      Note: Verify that the license key does not have any spaces.

      mceclip1.png

2. After ensuring that the license key is valid, Replace the toolcfg_licensing.xml file:

    1. Close the EventsManager application.
    2. Stop the EventsManager services - run the Services app.
      services1.jpg

      Stop the GFI Database Server, GFI EventsManager, and GFI EventsManager Monitor services.
      services2.jpg

    3. Open the folder ...\GFI\EventsManager13\Data.
      The default installation path is C:\Program Files (x86)\.
    4. Rename the toolcfg_licensing.xml file to toolcfg_licensing.bak.
    5. Download a new toolcfg_licensing.xml file and place it in the Data folder.
    6. Unblock the file after you have downloaded it (right-click on the file >> properties >> mark Unblock >> click OK)
    7. Start the GFI Database Server, GFI EventsManager, and GFI EventsManager Monitor services.
  2. Run the EventsManager application and apply your license key.
  3. If the issue persists, reinstall the EventsManager console only (without database) and install the latest patches.
  4. Run the EventsManager application and apply your license key.
    Note: If the license is still not working, submit a request to GFI support to investigate the issue, including the affected key.

<supportagent>

Agents should log in to the Accounts portal and impersonate the customer to review the license.

    • If a license key was provided, verify that the license key is one for GFI EventsManager.
    • If the license is expired, route the customer to their reseller.
    • If the license is active, try to apply it to your local or VM EventsManager installation; if it still gives an error, reach out to the orders team. If it was applied correctly, ask the customer to replace the toolcfg_licensing.xml file and reinstall the app (if the issue persists).
    • Agents should not create xml and send it to the customer. Most customers skip the step to unblock the file after the download, and the file doesn't work.
    • If the requester is not listed on the Accounts portal, refer to the article Escalation Scenario: User Account Not Listed.

</supportagent>

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