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SmartBear licenses - disable due to cloning -> re-activation problem

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New Contributor

SmartBear licenses - disable due to cloning -> re-activation problem

Hi SmartBears,

 

I have a problem with our licenses for TestExecute and TestComplete licenses. This problem occured at July  1, 2016, when after start of testComplete or TestExecute application this error message windows showed:

The product license installed  on your License server is bound to some other hardware. Please contact your License server administrator.

…and applications can not start. I tried to repair it, but not fully successful, see below.

 

On the License Manager application on our server with SB product I saw these information:

Disable due to: Cloning (Hardware Change)

 

But we didn`t change any hardware, we only start a new time term of Renewal Maintenance. 

 

So I everything wrote in email to 'sales@smartbear.com' and they recommended me to write my problem here. I attach my email here with all details - so there are all our licenses and from that I don`t like it, but I have no choice to report it.

 

So, I need your help to activate all  our valid and payed licenses for TestComplete and TestExecute.

Could you help me with it, please?

 

 

Best Regards,

Jana Horackova

1 ACCEPTED SOLUTION

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Community Manager

Re: SmartBear licenses - disable due to cloning -> re-activation problem

Hi Jana,

 

Thanks for posting your question here.

However, to resolve it, we need to know more license details from you. Thus, could you please submit the issue to our TestComplete Customer Care Team? 

http://support.smartbear.com/product-list/

Once you fill in the Contact Form, you can chat with our support engineers online.

Thanks in advance.

---------
Tanya Gorbunova
SmartBear Community Manager

Learn SmartBear products in a fun and easy way and prove your knowledge!
>>Participate in the TechCorner Challenge today

View solution in original post

4 REPLIES 4
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Community Manager

Re: SmartBear licenses - disable due to cloning -> re-activation problem

Hi Jana,

 

Thanks for posting your question here.

However, to resolve it, we need to know more license details from you. Thus, could you please submit the issue to our TestComplete Customer Care Team? 

http://support.smartbear.com/product-list/

Once you fill in the Contact Form, you can chat with our support engineers online.

Thanks in advance.

---------
Tanya Gorbunova
SmartBear Community Manager

Learn SmartBear products in a fun and easy way and prove your knowledge!
>>Participate in the TechCorner Challenge today

View solution in original post

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New Contributor

Re: SmartBear licenses - disable due to cloning -> re-activation problem

Hi Tanya,

 

thank you for your answer and reaction.

Now, I communicate with Debra from SmartBear Customer Care team, through Case #00182313. I think, that our problem we will solve through the Case only and this Message line here we can close.

 

Thanks and regards,

Jana

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Visitor

Re: SmartBear licenses - disable due to cloning -> re-activation problem

Hi,

 

We encountered the same issue on cloning, temporarily we generate emergency license for us to proceed testing. Can you also help use resolve the cloning issue? Do we need another license since the license we've been using was already disabled?

 

Please see attached photo.

 

Thanks!

 

Jhon

 

image.png

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Community Hero

Re: SmartBear licenses - disable due to cloning -> re-activation problem

Hi Jhon,

 

I would recommend contact Support directly via the https://support.smartbear.com/message/?prod=TestComplete form.

 

Regards,
  /Alex [Community Hero]
____
[Community Heroes] are not employed by SmartBear Software but
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and a desire to help others. Posts made by [Community Heroes]
may differ from the official policies of SmartBear Software and should be treated
as the own private opinion of their authors and under no circumstances as an
official answer from SmartBear Software.
The [Community Hero] signature is used with permission by SmartBear Software.
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