000013163 - Authentication Manager 7.1 - Error Installing License: The customer account identifier in the license does not match that stored in the system.

Document created by RSA Customer Support Employee on Jun 14, 2016Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000013163
Applies ToAuthentication Manager 7.1
Microsoft Windows 2003 Server
License upgrade
IssueCorrect error regarding 'customer account identifier in license does not match'.
new license is not stacking
Error Installing License: The customer account identifier in the license does not match that stored in the system.
Stack licenses in 7.1, in other words if original license was for 100 users, and you had a new license for 125 additional users, 7.1 allows you to stack these licenses to get a total of 225 active users, unlike 6.1 which did not allow this.
CausePrior to August 26th, 2008 some licenses were issued with incorrect Account ID's.  This issue has since been resolved, but the license upgrade will now fail because the current Account ID doesn't match the original. This means you cannot stack licenses as you should be able to in 7.1
ResolutionIf you are applying a replacement (full) license you can uninstall the current license and install the replacement.  If you are adding an additional license (for additional features or users) and you are getting the error above, you will need to obtain an updated license first, Click here to download your license  then follow the procedure below.
License uninstall:
From the Security Console goto Setup -->  License --> Status, then click on view installed licenses.  Left click the license ID and choose Uninstall.  Check the yes, uninstall license box and click on uninstall license button.  Do not restart the server, install the new license right away.
License install:
From the Security Console goto Setup --> License --> Add New.  Browse to the folder containing your license and select the license file. (it ends in xml)  Click next then verify the information regarding your license is correct and click the install button. 
Legacy Article IDa42104

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