Troubleshooting License Installation Issues
If you receive an error message when installing a license, investigate the source of the issue and try again.
Message | Cause and Solution |
The customer account identifier in the license does not match that stored in the system. | The customer account identifier must be the same for all of the licenses installed in your RSA Authentication Manager deployment. The customer account identifier is the number in the license ZIP filename and the first number in the license XML filename. In the license XML file, the customer account identifier is called the customerAccountId. In communications from RSA, such as emails and purchase orders, the customer account identifier is called the license serial number. Contact your RSA Sales Representative if your license was not ordered under the correct customer account. |
The submitted license file is not compatible with the current version. Please upload a compatible license file. | The license file cannot be used with the current version of AM. For AM 8.0 or later, earlier licenses can be used with later versions of AM, but later licenses cannot be used with earlier versions of AM. For example, RSA Authentication Manager 8.2 can use a version 8.0 license, a version 8.1 license, a version 8.2 license, or any combination of these licenses; However, RSA Authentication Manager 8.0 cannot use a version 8.1 or later license. In the license XML file, the productVersion element shows the version number. To see license version numbers in AM, a Super Admin can do the following:
To see the AM version number, log on to the Security Console, and click Software Version Information. Contact your RSA Sales Representative if the license was not ordered for your version of RSA Authentication Manager. |
The license is already in use. | You tried to import the same license twice. The license serial number is unique, so this message indicates that the license was already imported. The license serial number starts with the letters LID. It is the last number in the license XML filename, and it is referred to as the id attribute in the root node of the license XML file. In communications from RSA, such as emails, purchase orders, and the user interface on Download Central, the license serial number is called the License ID. To see a list of installed licenses, a Super Admin can do the following:
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