Alpana became “unlicensed”

You may see the following message when logging-in to a Tenant :
Alpana is currently unlicensed. Please contact your administrator.

There are several possible explanations for this.

License is managed at the Host level for all Tenants, so please login to the Host to get more information and solve the issue.

Computer not recognized

The license system fingerprints the computer where Alpana Server is installed.
When the license system doesn’t recognize the fingerprint, the license system believes that you illegitimately moved the license to a different computer.
The license then becomes invalid, and you get the message :
The system could not be identified as the one to which this license was issued.

Why this happens

In order to prevent this from happening again, you need to understand why this happens, and fix the relevant I.T. issue.

The license fingerprint is based on several hardware identifiers (CPU ID, BIOS, MAC address, etc).
So when changing these hardware components, the fingerprint changes.

When using virtualization, some of these identifiers are inherited from the virtualization host. For example, when the VM is moved to a different host, the CPU ID changes.
It is also known that some Hyper-V default settings will allocate the MAC address

How to prevent

If you know in advance that such a change will happen (for example, if you are updating the hardware, or moving the VM to a different host), you should Deactivate the license in advance.

If you identify that the MAC address is allocated dynamically, you should change this setting.

If you need help for another case, you may contact Support for help.

How to fix

To fix it, you will need to contact Support.

Once you have identified the cause with Support (see above hints), they may give you a new Activation to let you activate your license again.

In case the new Activation doesn’t work, Support may ask you to remove all license information.
When Support asks it, and only then, you may use the Clear license data button.

license clear
Last modified: Sep 13, 2021


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