Troubleshooting Customer Portal Errors

Error Code	Description
804	Activation is not supported for the entitlement. This usually means that when the entitlement was created, the Allow Activation ... By attribute was set to No.
806	The entitlement cannot be activated because the end date for the entitlement is in the past and the entitlement has expired.
831	There are no remaining activations. (The available quantity to activate is 0.)
1953, 10013	An internal error occurred. Contact Thales Customer Support.
15001	The C2V file is invalid or blank. This usually means that something occurred during the activation process, such as a network issue. Ask the customer to try again.
15614	The customer tried to activate a license update for a Sentinel key that was previously updated outside of the Sentinel EMS instance used by the customer. Generate a new key for the customer.
15620	The customer logged on to the Customer Portal using an email address and tried to activate multiple entitlements that cannot be activated together at the same time. Ask the customer to activate the entitlements one at a time.
15629	In the entitlement, the license model attributes are set to be applied to one or more features using the "system-specified" option (in the API request, the applyLicense parameter value is set to "4"). However, "system-specified" is not supported for the specific case. This can occur for several reasons, for example: >The license update is associated with the Perpetual license model. >The license update includes changes to the number of concurrent instances. >The activation fails for at least one product when activating a license update for multiple products simultaneously. >The license update does not include any changes to the license terms. For details, see Apply License.
15630	Sentinel EMS did not recognize the specified C2V file. If the Sentinel key was generated using a different license management system, check in the C2V file and try again or contact your system administrator for further assistance.
15631	Sentinel EMS did not recognize the specified C2V file. Ensure that the correct C2V file is used and try again, or contact your system administrator for further assistance.
15707	Sentinel EMS cannot locate the Sentinel keys in the database. The license updates may have been generated on a different instance of Sentinel EMS. Try checking in the latest C2V from the customer.
15713	The status of the specified Sentinel key is 'blocked'. You cannot perform any operations on this key. This can occur only for Sentinel keys that were migrated from Sentinel LDK-EMS in a disabled state, and only if the key was disabled using a Sentinel LDK-EMS web service prior to migration. Blocked keys are read-only and cannot receive updates. However, customers can continue using these keys with the existing data.
15715, 16003	The C2V file may be corrupted. Ask the customer to try again.
15901	An internal error occurred. Contact Thales Customer Support.
15908	The customer tried to activate multiple entitlements from different namespaces at the same time. Tell the customer which entitlements can be activated together or ask the customer to activate the entitlements one at a time.
16001	This error code covers several scenarios including: >The customer tried to activate a product that is locked to a Sentinel HL key using a Sentinel SL key or vice versa. >The customer uploaded a corrupted or invalid C2V file. >The license model for at least one product feature in the entitlement is time based (Expiration Date, Time from First Use, or Time from License Generation), which is not supported for the target Sentinel HL key. Try recreating the entitlement with a product whose Use Virtual Clock attribute set to Yes. For details on which keys support time-based license models, see Sentinel HL Data Sheet. >The customer tried to activate a product with a feature license model that supports concurrency using a Sentinel key that does not support concurrency, such as an SL-UserMode or non-network Sentinel HL (HASP configuration) key. >The customer tried to apply a license update on a machine that does not have the original product license installed. Check that the entitlement shared with the customer contains a product with at least one feature or memory file.
17003	System is out of memory. This is usually due to low RAM on the customer's machine.
17007	The Sentinel key is not available. This might occur if the Sentinel HL key was removed after the customer selected the key in the Customer Portal. Check that the key is connected correctly.
17018	The Sentinel key is not available. This might occur if the Sentinel HL key was removed after the customer selected the key in the Customer Portal. Check that the key is connected correctly.
17019	An internal error occurred. Ask the customer to retry the activation.
17020	The Sentinel LDK License Manager service may be out of date. Update Sentinel Run-time Environment on the customer's machine.
17034	An internal error occurred. Ask the customer to retry the activation.
17042	The Sentinel LDK License Manager service may be out of date. Update Sentinel Run-time Environment on the customer's machine.
17043	A communication error occurred. >For a Sentinel HL key, reconnect the key and try to activate the entitlement again. >For a Sentinel SL key, restart the Sentinel LDK License Manager serviceon the customer's machine and try to activate the entitlement again.
17048	Redeploy the Sentinel Run-time Environment on the customer's machine.
17051	This may occur if the customer tries to install the application on a virtual machine, but the license model is not configured to support virtual machines. Try recreating the entitlement with a product whose feature's Virtual Machine license model attribute set to Yes.
17078	An internal error occurred. Contact Thales Customer Support.
17086	The customer machine is vulnerable to cloning. Contact Thales Customer Support.
17500	Sentinel EMS cannot parse the error code from the Sentinel LDK License Manager service response. Contact Thales Customer Support.
17900	Contact Thales Customer Support.
17901	Cannot detect the Sentinel LDK License Manager service on the customer's machine. Try one or both of the following: >Check the configuration for the Sentinel LDK License Manager service on the customer's machine using Sentinel Admin Control Center and update as needed. >Restart the Sentinel LDK License Manager service (under Windows Services) on the customer's machine.
17902	Cannot detect the vendor ID from the backend service. Contact Thales Customer Support.
17903	A license was already generated using online activation. Help the customer to: 1.Log on to the Customer Portal using the customer's EID or email address. 2.Download the previous activation from the Downloads page. 3.Apply the V2CP file using your own utility or using Sentinel Admin Control Center > Update/Attach License page. (Click the Select File button, navigate to the downloaded V2CP file, and click Apply File.)
17904	During online activation, the Sentinel LDK License Manager service did not respond to the request to retrieve the C2V file. Contact Thales Customer Support.
17905	During online activation, the Sentinel LDK License Manager service did not respond to the request to apply the V2C file. Contact Thales Customer Support.
17906	During online activation, the Sentinel LDK License Manager service did not respond to the request to retrieve the machine's fingerprint. Contact Thales Customer Support.
17907	After the customer clicked 'Update Licenses' in the Customer Portal login screen, the Sentinel LDK License Manager service did not respond to the request to retrieve the vendor IDs. Contact Thales Customer Support.
17908	After the customer clicked 'Update Licenses' in the Customer Portal login screen, the Sentinel LDK License Manager service could not detect any vendor IDs. Contact Thales Customer Support.
17909	After the customer clicked 'Update Licenses' in the Customer Portal login screen, the Sentinel LDK License Manager service did not respond to the request to retrieve the Sentinel key IDs. Contact Thales Customer Support.
17910	After the customer clicked 'Update Licenses' in the Customer Portal login screen, the Sentinel LDK License Manager service did not respond to the request to retrieve the C2V file. Contact Thales Customer Support.
17911	After the customer clicked 'Update Licenses' in the Customer Portal login screen, theSentinel LDK License Manager service did not respond to the request to apply the V2C file. Contact Thales Customer Support.

804

Activation is not supported for the entitlement. This usually means that when the entitlement was created, the Allow Activation ... By attribute was set to No.

806

The entitlement cannot be activated because the end date for the entitlement is in the past and the entitlement has expired.

831

There are no remaining activations. (The available quantity to activate is 0.)

1953, 10013

An internal error occurred. Contact Thales Customer Support.

15001

The C2V file is invalid or blank. This usually means that something occurred during the activation process, such as a network issue. Ask the customer to try again.

15614

The customer tried to activate a license update for a Sentinel key that was previously updated outside of the Sentinel EMS instance used by the customer. Generate a new key for the customer.

15620

The customer logged on to the Customer Portal using an email address and tried to activate multiple entitlements that cannot be activated together at the same time. Ask the customer to activate the entitlements one at a time.

15629

In the entitlement, the license model attributes are set to be applied to one or more features using the "system-specified" option (in the API request, the applyLicense parameter value is set to "4"). However, "system-specified" is not supported for the specific case. This can occur for several reasons, for example:

>The license update is associated with the Perpetual license model.

>The license update includes changes to the number of concurrent instances.

>The activation fails for at least one product when activating a license update for multiple products simultaneously.

>The license update does not include any changes to the license terms.

For details, see Apply License.

15630

Sentinel EMS did not recognize the specified C2V file. If the Sentinel key was generated using a different license management system, check in the C2V file and try again or contact your system administrator for further assistance.

15631

Sentinel EMS did not recognize the specified C2V file. Ensure that the correct C2V file is used and try again, or contact your system administrator for further assistance.

15707

Sentinel EMS cannot locate the Sentinel keys in the database. The license updates may have been generated on a different instance of Sentinel EMS. Try checking in the latest C2V from the customer.

15713

The status of the specified Sentinel key is 'blocked'. You cannot perform any operations on this key. This can occur only for Sentinel keys that were migrated from Sentinel LDK-EMS in a disabled state, and only if the key was disabled using a Sentinel LDK-EMS web service prior to migration. Blocked keys are read-only and cannot receive updates. However, customers can continue using these keys with the existing data.

15715, 16003

The C2V file may be corrupted. Ask the customer to try again.

15901

An internal error occurred. Contact Thales Customer Support.

15908

The customer tried to activate multiple entitlements from different namespaces at the same time. Tell the customer which entitlements can be activated together or ask the customer to activate the entitlements one at a time.

16001

This error code covers several scenarios including:

>The customer tried to activate a product that is locked to a Sentinel HL key using a Sentinel SL key or vice versa.

>The customer uploaded a corrupted or invalid C2V file.

>The license model for at least one product feature in the entitlement is time based (Expiration Date, Time from First Use, or Time from License Generation), which is not supported for the target Sentinel HL key. Try recreating the entitlement with a product whose Use Virtual Clock attribute set to Yes. For details on which keys support time-based license models, see Sentinel HL Data Sheet.

>The customer tried to activate a product with a feature license model that supports concurrency using a Sentinel key that does not support concurrency, such as an SL-UserMode or non-network Sentinel HL (HASP configuration) key.

>The customer tried to apply a license update on a machine that does not have the original product license installed. Check that the entitlement shared with the customer contains a product with at least one feature or memory file.

17003

System is out of memory. This is usually due to low RAM on the customer's machine.

17007

The Sentinel key is not available. This might occur if the Sentinel HL key was removed after the customer selected the key in the Customer Portal. Check that the key is connected correctly.

17018

The Sentinel key is not available. This might occur if the Sentinel HL key was removed after the customer selected the key in the Customer Portal. Check that the key is connected correctly.

17019

An internal error occurred. Ask the customer to retry the activation.

17020

The Sentinel LDK License Manager service may be out of date. Update Sentinel Run-time Environment on the customer's machine.

17034

An internal error occurred. Ask the customer to retry the activation.

17042

The Sentinel LDK License Manager service may be out of date. Update Sentinel Run-time Environment on the customer's machine.

17043

A communication error occurred.

>For a Sentinel HL key, reconnect the key and try to activate the entitlement again.

>For a Sentinel SL key, restart the Sentinel LDK License Manager serviceon the customer's machine and try to activate the entitlement again.

17048

Redeploy the Sentinel Run-time Environment on the customer's machine.

17051

This may occur if the customer tries to install the application on a virtual machine, but the license model is not configured to support virtual machines. Try recreating the entitlement with a product whose feature's Virtual Machine license model attribute set to Yes.

17078

An internal error occurred. Contact Thales Customer Support.

17086

The customer machine is vulnerable to cloning. Contact Thales Customer Support.

17500

Sentinel EMS cannot parse the error code from the Sentinel LDK License Manager service response. Contact Thales Customer Support.

17900

Contact Thales Customer Support.

17901

Cannot detect the Sentinel LDK License Manager service on the customer's machine. Try one or both of the following:

>Check the configuration for the Sentinel LDK License Manager service on the customer's machine using Sentinel Admin Control Center and update as needed.

>Restart the Sentinel LDK License Manager service (under Windows Services) on the customer's machine.

17902

Cannot detect the vendor ID from the backend service. Contact Thales Customer Support.

17903

A license was already generated using online activation. Help the customer to:

1.Log on to the Customer Portal using the customer's EID or email address.

2.Download the previous activation from the Downloads page.

3.Apply the V2CP file using your own utility or using Sentinel Admin Control Center > Update/Attach License page. (Click the Select File button, navigate to the downloaded V2CP file, and click Apply File.)

17904

During online activation, the Sentinel LDK License Manager service did not respond to the request to retrieve the C2V file. Contact Thales Customer Support.

17905

During online activation, the Sentinel LDK License Manager service did not respond to the request to apply the V2C file. Contact Thales Customer Support.

17906

During online activation, the Sentinel LDK License Manager service did not respond to the request to retrieve the machine's fingerprint. Contact Thales Customer Support.

17907

After the customer clicked 'Update Licenses' in the Customer Portal login screen, the Sentinel LDK License Manager service did not respond to the request to retrieve the vendor IDs. Contact Thales Customer Support.

17908

After the customer clicked 'Update Licenses' in the Customer Portal login screen, the Sentinel LDK License Manager service could not detect any vendor IDs. Contact Thales Customer Support.

17909

After the customer clicked 'Update Licenses' in the Customer Portal login screen, the Sentinel LDK License Manager service did not respond to the request to retrieve the Sentinel key IDs. Contact Thales Customer Support.

17910

After the customer clicked 'Update Licenses' in the Customer Portal login screen, the Sentinel LDK License Manager service did not respond to the request to retrieve the C2V file. Contact Thales Customer Support.

17911

After the customer clicked 'Update Licenses' in the Customer Portal login screen, theSentinel LDK License Manager service did not respond to the request to apply the V2C file. Contact Thales Customer Support.