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Home > Success Center > Web Help Desk (WHD) > Purchase and activate a SolarWinds Web Help Desk license

Purchase and activate a SolarWinds Web Help Desk license

Overview

When your Demo license expires, your single Admin/Tech account remains active, but all advanced features are disabled. When you purchase and activate a commercial license, you can access all advanced features and additional Tech seats based on your purchase.

If you are running SolarWinds® Web Help Desk® version 12.0.x or earlier, contact SolarWinds Customer Support for information about purchasing and activating a license. All versions prior to 10.2.0.46 are no longer supported.

To activate your Web Help Desk license:

  1. Purchase a Web Help Desk license.
  2. Create a standard access account on the Customer Portal.
  3. Retrieve your license or activation key from the Customer Portal.
  4. Activate your license in your Web Help Desk software.

If you plan to migrate your installation to another server, deactivate your license on the original server before you activate your license on the new server.

You cannot activate your Web Help Desk license using the SolarWinds License Manager.

Environment

All WHD versions

Steps

Purchase a license

You can purchase a license from the Online Store or by contacting Customer Sales. After your order is processed, you will receive an email with your SolarWinds customer ID (SWID) and password along with your invoice (if purchased directly). After you apply a commercial license key to your Web Help Desk software, you cannot change the license back to a trial or free single-seat license

To purchase a license using a purchase order (PO), contact Customer Sales or send the PO to ordersus@solarwinds.com (within the United States) or ordersemea@solarwinds.com (outside the United States).

Create a Standard Access Account

You can now access the Customer Portal using your email address.

  1. Locate the SolarWinds SWID you received in your purchase confirmation email.
  2. Open a Web browser and log in to the Customer Portal
  3. In the Log In box, enter your SWID (customer ID) and password.
  4. Click Log in.
  5. Review the information and click Continue. 
  6. Complete the fields in the page to create your individual user account (IUA).
  7. Click Create Individual Profile.
  8. Access your email account and follow the directions in the email to verify your account.
  9. Click Continue to Customer Portal.
  10. Log out of the Customer Portal.
  11. In the Login and Password fields, enter the email address and password you entered in your individual profile.

    The Email Confirmation Screen appears, and an email is sent to the address you provided.

    The Customer Portal window appears.

If you are the administrator for your account, you can also access the company profile settings screen where you can view users who have access to the Customer Portal for your company, add users, assign roles and contact types and review other information related to your account.

Retrieve your license or Activation Key

  1. In the Customer Portal, click the License Management drop-down menu and select License Management.
  2. Above the product list, click the View drop-down menu and select Web Help Desk.
  3. In the Your Selections menu, locate your product version.
  4. Perform the appropriate procedure according to your version.

Version 12.1.0 and earlier

  1. Click Retrieve Your License Key Information.
  2. Under Web Help Desk License Key, copy the key code to a safe location.
  3. Close the pop-up window.

Version 12.2.0 and later

If you are activating your license online on a system with an internet connection, copy the Activation Key code located under License Activation Information and store it in a safe location.

If you are activating your license offline on a system without an internet connection or on a system behind a proxy or firewall that restricts access to the SolarWinds website:

  1. Click Activate License Manually.
  2. Open a second Web browser window.
  3. Log in to Web Help Desk as an administrator.
  4. Click Setup and select General > License. 
  5. Click the Lock icon.
  6. Select Offline Activation.
  7. In the Machine ID row, copy your machine ID number to a safe place.
  8. Return to the Manage License Activation screen.
  9. In the Unique Machine ID box, paste the machine ID number you copied from your Web Help Desk software.
  10. Complete the remaining fields as required.
  11. Click Generate License File.
  12. Follow the prompts on your screen to copy your offline license to a separate directory.

Activate your license

Perform the appropriate procedure according to your version.

If you plan to migrate your installation to another server, deactivate your license on the original server before you activate your license on the new server.

Version 12.1.0 and earlier

  1. Log in to Web Help Desk as an administrator.
  2. Click Setup and select General > License. 
  3. Click the Lock icon.
  4. Paste the new license key into the License Key text box.
  5. Click Save.
  6. Stop Web Help Desk.
  7. Start Web Help Desk
    Your license is activated.

Version 12.2.0 and later

  1. Click Activate license manually.
  2. In the Unique Machine ID box, paste the machine number ID you copied from your Web Help Desk software.
  3. Complete the remaining fields as required.
  4. Click Generate License File.
  5. Copy the file to a separate directory.
  6. Return to the License Settings screen in Web Help Desk.
  7. In the Offline Activation File row, click Choose File.
    A file navigation window appears.
  8. Locate and double-click the license file you created in the Manage License Activation screen.
  9. Click Activate.
    Your license is activated.
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