IES FAQ Answers
License Problems
Licenses are machine-locked. If the hardware, or network settings or operating system changes, licenses can break. To prevent issues, deactivate licenses before making major changes. If they are broken, you will need to re-activate your licenses, which may require you to contact IES sales.
You will need to deactivate your license on a machine before activating a new one. If your machine is dead or the product already uninstalled, you may manually deactivate the machine from within the self service portal. If you have continued difficulty, please contact IES sales for assistance with your license ID and any other relevant information about the problem.
There are a limited number of deactivations for licenses, provided to help you deal with hardware changes or machine failures. If you run out of deactivations, you should contact IES sales to explain and we can reset the system for you.
Should you encounter unusual errors, or corrupted files, you may need to manually delete them. You will find the license files in this (hidden) folder. Turn on the display of hidden folders or type the path into Windows Explorer:
C:\Users\<Your.Login>\AppData\Local\IES\License
You can safely delete the license files associated with the troublesome product. You will then need to reactivate that license.
If your machine is renamed, hardware is added or removed, or your network changes, an installed license may become broken. Similarly, renaming a share-folder or server name will break network licenses. You can deactivate before making changes to avoid problems. Otherwise you may need to delete the license, manually deactivate, and then reactivate the license.
If you cannot activate, please double-check your license IDs and activation passwords in the Customer portal. Check to see if you have any activations remaining for your licenses.
With network licenses, all users need to be able to read, write and delete files in this folder for the licensing to work. You may need to change user permissions on the share folder.
If activation fails, it could be due to some blocking of ports or communication with our 3rd-party licensing server.
IES products and ManageIT require Internet connection to check licensing status. The software may try to connect (through https) to any of these web sites:
If you receive a message about "no Internet" or "cannot connect" from one of our tools or products, and the machine-itself can access these sites (say through Internet Explorer), then you may have additional security systems in place that need to be bypassed.
The Windows Firewall or Defender system can allow a particular program (e.g. ManageIT.exe or VisualAnalysis.exe) through the firewall, without opening your whole system up. Go to Control Panel, System & Security, Windows Firewall, and then allow the relevant program to communicate through the firewall. For https or SSL communication, systems typically use TCP port 443.
You may also have a 3rd-Party security system or anti-virus tool in place that is causing the blockage. In these instances you need to consult the Microsoft or 3rd party documentation to allow the licensing access.
International customers: If you try to activate a license and it fails to save or load from your machine. It could be that your Windows region settings are not set to English. Certain character settings may prevent the completion of the activation.