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Home > Success Center > Web Help Desk (WHD) > Web Help Desk 12.5 Administrator Guide > Set up the application > Activate your license

Activate your license

Created by Steve.Hawkins, last modified by Anthony.Rinaldi on Jul 18, 2016

Views: 340 Votes: 0 Revisions: 4

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:

  1. Purchase a Web Help Desk license.
  2. Retrieve your license or activation key.
  3. Activate your license.
  4. 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. 

Purchase a license

You can purchase a Web Help Desk license by:

  1. Using the Online Store.
  2. Contacting Customer Sales
  3. Submitting a purchase order to ordersus@solarwinds.com (within the United States) or ordersemea@solarwinds.com (outside the United States). 

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.

Create a standard access account

  1. Locate the SolarWinds SWID in your purchase confirmation email.
  2. Go to customerportal.solarwinds.com
  3. Under the Register tab, 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.

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

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.

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.

    The Customer Portal creates your offline license.

  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.
  8. Locate and double-click the license file you created in the Manage License Activation screen.
  9. Click Activate.

    Your license is activated. 

Migrate your installation to a different server

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. 

Deactivate your license online

  1. Log in to Web Help Desk as an administrator.
  2. In the user interface, click Setup and select General > License. 
  3. Click the Lock icon.
  4. Click Deactivate.

    Your license is deactivated. 

Deactivate your license offline

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. 

Reinstall a license on the same server

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. 

Change the Java bit version on Microsoft Windows servers

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.

Activate your license in a clustered deployment

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. 

 

 
Last modified
14:37, 18 Jul 2016

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