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Unable to generate a primary license manual license file

Created by Roger Lofamia, last modified by Rodim Suarez_ret on Mar 07, 2017

Views: 240 Votes: 0 Revisions: 6

Updated March 7, 2017


When generating the manual license file, you get the following error on the Customer Portal:

We're sorry, but your request could not be properly processed.

The UMID is for different product than one being activated.


VMAN 6.3.0


The license file on the VMAN appliance might be corrupted or the VMAN came from a 6.0 version upgrade.


Remove the VMAN license file so it can generate a new UMID to be used to generate the manual license file. 

  1. Access the VMAN via SSH using a SSH connection tool - Putty.
  2. Login as admin (VMAN application web console admin login).
  3. Run the sudo su - root command to change user role to root.
  4. Run the rm -rf /etc/.java/.systemPrefs/com/solarwinds/ command to remove the license file.
  5. Restart tomcat service using the service tomcat6 restart command.
  6. Login to the VMAN application web console and go to Setup > 'License information' then click on 'Unique Machine ID'.
  7. Copy the UMID and login to your Customer Portal.
  8. See the Activating a license key offline section of the Admin Guide for more details on how to generate the manual license file and apply it on the VMAN server.


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