Activation Denied Troubleshooter Follow

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Samantha Petro

Internal notes:

This article employs collapsible menus and version switching. They are ignored in Zendesk and may make this article difficult to read directly in Zendesk. You may need to open up the document in the support center to fully read the article.

As this article employs many HTML wrappers, do not edit this article without knowing how to modify the html menuing system. Please only add new information into the section below and I'll add the wrappers before publishing.

Here is some internal-only information for your use. Note you can only see this directly in Zendesk.

Information from archived articles:

  • Disabled PKC:
    • If the reason the pkc is disabled is anything but due to an upgrade (say it was returned and this could be a fraudulent use of the key), transfer to sales for assistance. Do not tell them why the key was disabled.
    • If the pkc was disabled due to an upgrade, give the customer the pkc from BOAS.

Internal articles which still exist and can be used:

The following issues should be fixed in R2:

  • BUG-2361 - Try Browser button is missing
  • BUG-2369 - Cannot activate when using a proxy
  • BUG-2362 - License Server list is empty

Add new information here for troubleshooting

New information.

End internal notes

Click on the menu option that best matches your situation

Your product key code is active on another computer

While you can activate as many copies of BarTender clients on your network, you can only have one system hosting the license (dubbed the "license host") per license key. This error message may occur if you are attempting to activate the license like a new key instead of choosing an existing license from the list.

To activate your copy of BarTender with an existing license host on your network, please follow this guide on how to connect to a license host during activation.

If you have placed a license host in a location where you did not intend, activate your client with the steps above then Move your license to a new computer.

Licensing host list is empty or the host isn't listed

Internal note: This is a workaround for BUG-2362. Please link to problem ticket 197714 if this is still happening in R2.

In the activation wizard, after entering your product key code, you may find that the Licensing Server list is empty or doesn't list the host of your license. If this happens, choose the section option to "Specify a Licensing Server":

activation_-_specify_sls.png

Here in the server text box, you can type out the name of the server or the IP address. If the Licensing Server will be hosted on the current system where you are installing the software, type in your computer or server's name, not your user name.

The default port is 5160. If you have changed this port number, also change the box here. If this is the first time you're installing the software, leave this value as 5160.

Error: The Licensing Service isn't running

During activation, you receive an error message that states the Licensing Service isn't running. In version 2019 this is a necessary service for all editions of BarTender and you cannot activate or manage the software without it.

Please follow these steps:

  1. Restart your computer.
  2. Open up the Administration console.
  3. When the Activation Wizard pops up, you can activate your software like normal.
  4. If you do not see the Activation wizard, please follow the steps for activating a new product key code here: Activating the BarTender Suite

Still not working ... contact Technical Support

If the issue persists please open a ticket with Technical Support and include the following to help us provide a quick response:

  • Product Key Code or Support Number (BarTender > Help > About)
  • Complete description of the problem
  • Steps you have already taken to resolve the issue

Click on the menu option that best matches your situation

Seagull License Server preventing activation

The Seagull License Server is not used with Basic and Professional editions of the software.

You will receive the error "An Automation or Enterprise Automation license is required to activate Seagull License Server."

To check if you have installed the Seagull License Server click on:
Start Menu in Windows>All programs>BarTender Folder>Seagull License Server

How to uninstall just the Seagull License Server

Seagull License Server already activated on another computer (Client Computers in Automation editions)

Automation editions allow unlimited BarTender client activations, but only one SLS can be activated at any given time.

The activation process will attempt to activate the entire BarTender Suite. If you have SLS already installed and activated at another location, and the version of BarTender you are attempting to currently activate also has SLS installed, BarTender will attempt to activate SLS on this computer as well. To resolve this issue, uninstall SLS.

After uninstalling SLS, you will be able to activate BarTender.

How to uninstall just the Seagull License Server

Seagull License Server is currently activated on another computer (Seagull License Server in Automation editions)

Only one (1) instance of Seagull License Server (SLS) may be activated per license. If you have already used your license to activate an instance of SLS, you must deactivate this currently activated instance of SLS before you can activate a new instance of SLS.

Moving your license to a new computer

BarTender is currently activated on another computer (Professional and Basic editions)

BarTender Professional and Basic editions are licensed per machine.  If you are receiving an activation denied message then you may need to deactivate it from another computer.

Moving your license to a new computer

Your product key code has been disabled

When you purchase an upgrade key, the previous product key code is automatically disabled during the upgrade process. If you attempt to activate with the previous key code, your activation will automatically be denied. Activate with the upgraded key code instead.

If you cannot find your current product key code, please contact Technical Support for assistance.

Your product key code is for another version

Your product key code is only good for the version you purchased. So for example, if you attempt to activate v2016 with a v10.1 product key code, you will receive this error message. Your documentation should tell you the version of your product. You can download the installer for your version here. Click "Other versions and options" to choose your version.

If you do not know which version matches your product key code, please contact Technical Support for assistance.

Still not working ... contact Technical Support

If the issue persists please open a ticket with Technical Support and include the following to help us provide a quick response:

  • Product Key Code or Support Number (BarTender > Help > About)
  • Complete description of the problem
  • Steps you have already taken to resolve the issue

 


 

How to uninstall the Seagull License Server only

You don't need to uninstall the entire BarTender Suite to uninstall Seagull License Server; instead you can modify your installation to uninstall only Seagull License Server.

  1. Open Windows Control Panel
  2. Select "Uninstall a Program"
  3. Right click BarTender > Change
  4. BarTender installer wizard opens > select Modify
  5. Uncheck Seagull License Server (leave all others checked or they will be uninstalled as well)
    Installation-wizard_Installing_SLS_only.png
  6. Click through wizard to uninstall Seagull License Server
  7. Run BarTender Activation Wizard > Activate BarTender

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