When your evaluation license expires, your single admin or 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.
To activate your license, you must:
You can purchase a Web Help Desk license by:
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 software, you cannot change the license back to a trial or free single-seat license.
You can now access the Customer Portal using your email address.
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:
The Customer Portal creates your offline 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.
Your license is activated.
Your license is activated.
If you plan to migrate your installation to another server, deactivate your license on the original server. Otherwise, you cannot activate the license on the new server. Your Web Help Desk license can only be active on one server. You can deactivate your license online or offline.
If you are running Web Help Desk in a clustered deployment, activate your license only when the primary node is migrated to a new node.
Your license is deactivated.
To deactivate your license offline, contact SolarWinds Support through the Customer Portal. If your server is not connected to the Internet, a support technician can manually deactivate your license.
If you lost your previous license, contact SolarWinds Support for assistance.
Servers running Microsoft Windows Server or Apple OS X will usually preserve your Web Help Desk license when the software is uninstalled and reinstalled on the same server. However, when you uninstall the software on a system running Linux, your license is deleted.
The safest method to uninstall and reinstall Web Help Desk is to deactivate your license before you uninstall the software. When completed, reactivate your license after you install the software on the new server.
If you are running Web Help Desk 32-bit and you update your software to Web Help Desk 64-bit, the software may appear to run with a Demo license. To update your Java software to the corresponding bit version, deactivate your license, install the new Web Help Desk software, and then reactive your license.
If you lose your previous Web Help Desk license, contact Customer Support through the SolarWinds Customer Portal to deactivate your license offline.
In a clustered deployment, your license is bound to the primary node (physical or virtual) in the cluster. Ensure that the primary node is always available to activate or deactivate your license.
For new installations, install the primary node and activate your license before you configure your load balancer or deploy your secondary nodes.
For an existing deployment, take all secondary nodes offline and upgrade the primary node. Be aware that if the primary node is down for longer than a week, the secondary nodes are deactivated.
If you cannot activate or deactivate your license, you may have an issue with your network connection between the primary and secondary nodes—for example, network communications are blocked or the primary node port(s) are configured incorrectly. Try to connect directly to your primary node through your Web browser (bypassing the load balancer) and manipulate the license in this location. For further assistance, contact SolarWinds Customer Support.