Troubleshooting for Activation

Activation generates an error message

1. Check Error Messages for Activation [Link to Error Messages for Activation] for more information about the error.
2. If the message says to contact technical support,
   2-1. Click the Advanced Settings icon in the Manage Options window.
   2-2. Click Diagnostic Log to generate a diagnostic log file.
3. Provide the following information to your technical support.
   1) Serial Number of the controller
   2) Name of optional feature
   3) License Activation Code (LAC)
   4) Diagnostic Log file
   5) OS of the PC

Activated options do not appear activated or accessible

The licensing record for Fiery options might not be available. This can happen when reinstalling the system software on the PC or revert to an earlier system state.

To restore licenses from the EFI licensing server,

1. Click the Advanced Settings icon in the Manage Options window.
2. Click Restore.

A license was deactivated manually, but licensing.efi.com does not make the LAC available

If uploading a deactivation request file at licensing.efi.com to complete the deactivation, but the request is denied, the license is not available for reuse.

To restore licenses from the EFI licensing server,

1. Click the Advanced Settings icon in the Manage Options window.
2. Click Restore.
3. Retry the deactivation.

If the license cannot be restored, contact your technical support.

No Internet connection is detected, but the client PC is connected to the Internet

If the time setting on the system clock is extremely off, your PC may not connect with the EFI licensing server.

If the date and time are incorrect, reset your PC’s clock.