Retail Pro 8.60 Keyless Licensing troubleshooting guide

Retail Pro 8.60 Keyless Licensing troubleshooting guide

A. Symptom: When trying to activate license, the system returns the message ?This node is already active?.

 

Cause: The activation limit has been reached (2) and the current machine?s hardware signature is different from the one recorded by the RPOrders site on the last successful activation.

Solution:

1. Deactivate licensing on the machine that was last successfully activated. Then activate license on the current machine.
2. If the user could not locate the last successfully activated machine, contact Retail Pro Finance department and request the activation counter to be reset. See section G. Best Practice below on how to avoid this problem.

B. Symptom: When trying to update license, the system returns the message ?This node is not activated?.

 

Cause: The current machine?s hardware signature is different from the one recorded by RPOrders site on the last successful activation.

Solution:

1. Locate the machine that was last successfully activated and perform update license there.
2. If that machine cannot be located, activate license instead of update license on the current machine. This solution is contingent on the fact that the activation limit has not been reached. See section G. Best Practice below on how to avoid this problem.

C. Symptom: Attempt to login to Retail Pro 8 returns message ?Unable to locate required licensing information.?

 

Cause: Retail Pro 8 cannot find a Retail Pro 8 license server to update/create rpro.dll

Solution:

1. Start Retail Pro V8 License Service on the machine where license server has been installed.
2. In environment variable on the machine that has the license server installed, make sure the path to both the retail and rpro directories is present. For example, if Retail Pro is installed to C:\apps\retail, the path in environment variable needs to include C:\apps\retail and C:\apps\retail\rpro.
3. Re-apply the 8.60 core update. (We have seen cases where a user would inadvertently apply an 8.52 core update onto an 8.60 install.)

D. Symptom: Retail Pro 8 is not seeing the correct licensing information (inventory/seat counts, ancillary product license, kill date, etc) after an update license has been performed successfully.

Cause: Even though licensing has been updated, the new information was not written to the rpro.dll

Solution: Have all users exit out of Retail Pro 8. In Window Explorer, navigate to the retail\rpro directory. Rename the file rpro.dll. Launch Retail Pro 8 again to force a new rpro.dll to be created with the most current licensing information.

E. Symptom: When trying to activate/update license with communication method set to TCPIP, the system prompts the user to save a license file for file drop.

Cause: Corruption in licensing related data file

Solution: Have all users exit out of Retail Pro 8. On machine where license server was installed, stop license server service. Launch Window Explorer and navigate to retail\rpro directory. Rename files LicenseManager.ini, rproaudit.dat and rprolicsets.dat. This in effect has reset all license server information. Start license server service. Launch RP8 License Manager and re-enter all the necessary information. Activate license.

F. Symptom: When trying to activate/update license via file drop method, RPOrders site is returning a response.txt file instead of a response.lic file.

Cause: 1. Company ID/password pair entered in RP8 License Manager is different from the pair in RPOrders site.

2. Activate license - the activation limit has been reached (2) and the current machine?s hardware signature is different from the one recorded by the RPOrders site on the last successful activation.

3. Update license - The current machine?s hardware signature is different from the one recorded by RPOrders site on the last successful activation.

Solution: 1. Enter the correct Company ID/password pair in V8 License Manager and generate a new request.lic.

2. See section A for solution.

3. See section B for solution.

G. Best Practice:

1. Designate only one machine to be the license server per company ID.

2. A Company ID may only be used on a single computer at a time. When moving license server from one machine to another, deactivate licensing on the old one prior to activating on the new one. This will ensure the activation counter to not reach its limit.