Troubleshooting Licensing Issues

  1. InRule Technology
  2. Decisioning
  3. Decision Platform Installation Guide
  • Updated

License Activation Errors

The following are potential errors when activating an InRule License.

Error Message Description
Activation Connection Error / Activation Error

This indicates you were unable to connect to the InRule Licensing System. It may be resolved by adjusting your firewall settings to allow connection to the licensing URL. If that is not doable, you may Activate Offline.
License key <<attemptedkey>> does not exist in the InRule Licensing System.

This indicates that you likely mis-typed the license key. There is no record of that key in the InRule Licensing System.
License key <<attemptedkey>> is not active in the InRule Licensing System.

This indicates that the key exists, but is marked as "inactive" in the InRule Licensing System. Please contact InRule for an active key.
License key <<attemptedkey>> does not unlock version <<InRuleVersionOnMachine>> of the requested product. This indicates that the license key is for a different version of InRule than the one you're attempting to activate. However, if you have license keys that do not unlock the correct version of the InRule Software, the Next or Activate buttons will most likely be disabled because the format of the key is incorrect. The InRule 5 installer and Activation Utility will not allow you to proceed with activation if you've input Version 4 formatted keys.
License key <<attemptedkey>> expired on <<expiredate>>. This indicates that the key you've entered has expired. Please contact InRule for a key with an updated expiration date.
This machine already has an <<productdescription>> activation for license key <<active>>, so you cannot activate using <<attemptedkey>>. This indicates that you already have an activation in the InRule Licensing System for the same machine and product component that you're trying to activate with a different key. Therefore, you can successfully activate the machine by using the key that is active in the InRule System. Or, if you still wish to activate with a different key, you would need to first deactivate the old key. To do so, you can reactivate with the old key, and then deactivate so that it's properly recorded in the InRule Licensing System.
Activating this machine will cause the number of allowed activations, <<quantity>>, for license key <<attemptedkey>> to be exceeded. This indicates that you're attempting to activate a machine which will put you over the purchased quantity for that license key. Therefore, you must first free up a license on another machine by deactivating. To review the list of activations for each key, please use the instructions provided in the following article, How do I view and/or deactivate licenses in the InRule Support Portal?
License key <<attemptedkey>> unlocks <<productdescription>>, but <<productdescription>> is already activated with license key <<keyalreadyactivated>> on this machine. This indicates that you're trying to activate a key which unlocks a product component which is already active on the machine under a different key. 
More than one license key was entered that unlocks the same product: <<productdescription>> - <<attemptedkey1>>, <<attemptedkey2>>, etc. This indicates that you have more than one pending activation that unlocks the same product component. You must choose only 1 key to associate to each product component.
You must enter a license key that unlocks <<productdescription>>. This indicates that you are installing (or have already installed) a product component that requires activation. If you are receiving this message for a product component you do not believe you need to have installed, you can navigate back to the component selection screen and unselect it.
<<productdescription>> license key <<attemptedkey>> was provided, but <<productdescription>> is not being installed. This indicates that you are activating a product component that is not installed. Simply remove this license key from the activation box.

To help you manage the use of your license keys, you can view your current activations at any time by going to the following page on the InRule Support website: https://support.inrule.com/hc/en-us/articles/4404857339917-How-do-I-view-and-or-deactivate-licenses-in-the-new-Support-Portal-

License Runtime Errors

Any runtime licensing errors will be displayed via the GUI (if applicable based on the product component) and will also be written to the Event log.

  • Error: Valid license file cannot be found
    • Possible Causes:
      • There is not a license file on the machine.
      • A license file exists but is invalid.
      • There is a permissions error accessing the license file.
    • Actions/Resolution:
      The account running InRule must have permission to access the InRule license file. If you are running InRule in IIS (web service), the account will be the identity of the application pool assigned to that site in IIS. If the account cannot access the InRule license file, you need to explicitly give that account permissions to the directory where we store the license file. To do this: 
      •  Locate the license file
        The license file is stored in the directory %ALLUSERSPROFILE%\InRule\SharedLicenses, which typically maps to C:\ProgramData\InRule\SharedLicenses.
      • Change your Windows Explorer settings to show hidden files
        This directory is “hidden” by default, so you may need to adjust your hidden files settings in Windows Explorer to show these files, as shown below.

        mceclip0.png
  • Error: License File is found but specific product component license does not exist
    • Possible Causes:
      • It could be that the license is not activated. For example, this error will occur if you select Microsoft Dynamics from the component screen but have not activated the license key for it.
    • Actions/Resolution:
      • Run the activation utility and activate the missing license key.
  • Error: The machine name at activation does not match the current machine name of the computer.
    • Actions/Resolution:

      This requires the license key to be reactivated. To reactivate the license key, launch the activation utility, select the license, and hit reactivate. This will update the license file on the machine.

  • Error: Number of cores on the machine now exceeds the number of cores authorized at activation time
    • Resolution:

      This requires the license key to be reactivated. To reactivate the license key, launch the activation utility, select the license, and hit reactivate. This will update the license file on the machine.

  • Error: License has expired
    • Possible Causes:

      If your license will expire in 5 days or less, a warning message will appear on the GUI (if applicable) and in the Event Log.

    • Actions/Resolution:

      • This requires the license key to be reactivated. To reactivate the license key, launch the activation utility, select the license, and hit reactivate. This will update the license file on the machine.

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