Customer Service

Invalid Activation Key when activating an offline license

The article explains a possible cause for seeing the message Invalid Activation Key when activating an offline license.

First published date

1/9/2021 12:24 PM

Last published date

3/8/2025 5:22 AM

Overview

On the customer portal, when you try to create an offline license, you get the message Invalid Activation Key.

Product section

Customer Service

Cause

The UMID is not in the correct format as it contains 0000-0000-0000-0000 at the end.




The user navigated to Settings > All Settings > Details > License Manager and clicked the Add License tab. Instead, they should have selected a license and used the Activate/Upgrade option. 

Resolution

Follow the below steps to be able to complete the manual registration:

  • To retrieve the UMID that will work in the customer portal, go to Settings > All Settings > Details > License Manager in the SolarWinds Web Console.
  • Click on the box to the left of the license (e.g NPM)) and either click the activate/upgrade option. That UMID will not have 4 sets of 0000 at the end and will be usable the customer portal so you can complete the manual registration yourself.

 

Notes:

  • If you see Orion Scalability Evaluation on your License Manager, please click on the Activate button to the right to gain the UMID for APEs, AWS, and HAs manual registration that will work in your customer portal.
  • You can use that same UMID for however many APE licenses you need to register on that main poller.
  • For the temporary key activation, only 1 temp key is needed for multiple APEs and AWS.
  • If APE is stackable, do inform Customer Service to provide stackable temporary keys instead.