Exact Globe

Overview of possible reasons a license cannot be downloaded

Introduction

while trying to download a license to create a new company in Exact Globe or to update the license in Exact Globe, following message is shown:

"A new license file could not be downloaded. There are multiple reasons why no new license could be downloaded. Please check document 28.974.503 in the Exact customer portal for an overview of possible reasons. In case of questions you can contact the support department of Exact or your Exact Partner." 

This message can be shown for different reasons, the possible reasons are explained in this document.

• You are trying to download a license to create a new company or to update the license in the Exact Globe database using credentials from a contact person without "view all customer's documents" rights in the Exact Customer Portal 
• You are trying to update the license in the Exact Globe administration using credentials which belong to a different account in the Exact Customer Portal than the license in currently in the Exact Globe administration belongs to
• You are trying to download a license to create a new company or to update the license in Exact Globe database for a contract which is not active or does not have a license.elcx available in the Exact Customer Portal
  

During the license update the following messages may appear:

This database was created with a license download using Exact reseller or Exact employee credentials. The license is valid for a limited period of time and has now expired.

During the creation of the database/company a license is used that was downloaded via the credentials of an Exact reseller or an Exact employee. In this case the license is only available for a limited period, which has expired. To continue you have to manually update the license via the portal by using your own login credentials. For more information, see: 

• How-to: Keeping your Exact Globe Next license up to date
• How-to: Keeping your Exact Synergy Enterprise license up to date
• How-to: Keeping your Exact Lightweight Integration Server (ELIS) license up to date

Unable to connect to the server, please make sure using an active account.

The credentials that you are using to download the license, belong to an account that is inactive. Check if you are using the correct credentials and try again.

Unable to connect to the server. Authentication failed.

The credentials that you are using to download the license are incorrect. Check your username and password and try again.

There is no new license available. Update license is only available using customer credentials.

There is nu no new license file available. Check if you are using the correct credentials and try again.

The downloaded license certificate does not match the current license.

The license that is currently available in your company/database, does not match the new license your are trying to download. Check if you are using the correct credentials and try again. To check which license is currently present in the company/database check the following:

• Exact Globe Next: Go to ? ➔ About and click License.
• Exact Syenergy Enterprise: Go to Modules ➔ System ➔ Setup ➔ License ➔ Info.
• Exact Lightweight Integration Server (ELIS): Go to [Server name] ➔ Settings ➔ License