how to manage your ati software license...accurate technologies inc. public 6 doc-000102 1 overview...

How to Manage your ATI Software License

Accurate Technologies Inc.

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ATI Global Offices and Contact Details

Corporate Headquarters Accurate Technologies Inc. 47199 Cartier Drive Wixom, Michigan 48393 USA Phone: +1 248-848-9200 Fax: +1 248-848-9016 Global Sales: [email protected] Global Support: [email protected]

Japan: ATI Worldwide LLC Shinjuku Mitsuba Building 5F Nishishinjuku 1-5-11 Shinjuku-ku, Tokyo 160-0023 Phone: +81 3-5325-6222 Fax: +81 3-5325-6223 Sales: [email protected] Support: [email protected]

France: Accurate Technologies SAS 4 Place Louis Armand (Multiburo) 75012 Paris, France Phone: +33 (0) 1 72 76 26 10 Fax: +33 (0) 1 72 76 25 99 Sales: [email protected] Support: [email protected]

Sweden: Accurate Technologies AB Flöjelbergsgatan 14C Mölndal 431 37 Phone: +46 (0) 31-773-7140 Sales: [email protected] Support: [email protected]

Germany: Accurate Technologies GmbH & Co. KG Terminalstrase Mitte 18 85356 Muenchen, Germany Phone: +49 (0) 89-9700-7121 Fax: +49 (0) 89-9700-7200 Sales: [email protected] Support: [email protected]

United Kingdom: Accurate Technologies (UK) Limited Unit 7, St. George's Tower Hatley St George, Cambridgeshire SG19 3SH UK Phone: 01767-652-340 Fax: 01767-652-341 Sales: [email protected] Support: [email protected]

India: Accurate Technologies Unit No. 208 to 216, 2nd Floor, Delta Block, Sigma Soft-Tech Park, Ramagondanahalli, Varthur-Hobli, Bangalore - 560066 Phone: +91 80 41694218 Sales: [email protected] Support: [email protected]

United States: Accurate Technologies Inc. 47199 Cartier Drive Wixom, Michigan 48393 USA Phone: 248-848-9200 Fax: 248-848-9016 Sales: [email protected] Support: [email protected]

Internet sites:

Corporate Site: www.accuratetechnologies.com

Support Site: www.accuratetechnologies.com/support

mailto:[email protected]
















http://www.accuratetechnologies.com/

http://www.accuratetechnologies.com/support


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Documentation Control

Document Category: Authors Name: Document Version:

Application Note James Mitchell 1.1

Release Type: Publish Date: Status:

Public 2020-01-13 Released

Document Number: Customer List: DOC-000102 All

Subject: How to Manage your ATI software License

Keywords: ATI License Manage Support Portal Serial Number Machine Fingerprint License File

ATI Copyright Information

© Copyright 2015 Accurate Technologies Inc. Wixom, Michigan

While Accurate Technologies Inc. takes great care to ensure the accuracy and quality of these materials, all

material is provided without any warranty whatsoever, including, but not limited to, the implied warranties of

merchantability or fitness for a particular purpose.

The data in this document may not be altered or amended without special notification from Accurate Technologies

Inc. Under no circumstances may any part of this document be copied, reproduced, transmitted, or translated into

another language without the express written permission of Accurate Technologies Inc.

Information in this document is subject to change without notice. The names and designations used in this

document are trademarks or brands belonging to the respective owners.

Published in the USA


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Contents

1 Overview.......................................................................................................................................................... 6

2 Understanding the ATI Licensing Process ......................................................................................................... 6

3 ATI Licensing: The Numbers ............................................................................................................................. 7

3.1 Serial Number.......................................................................................................................................... 7

3.1.1 Where do I get a Serial Number? ......................................................................................................... 7

3.1.2 What if I lost my Serial Number? ......................................................................................................... 7

3.2 Machine Fingerprint ................................................................................................................................ 8

3.2.1 Where do I get a Machine Fingerprint? ............................................................................................... 8

4 The ATI Support Portal ................................................................................................................................... 10

4.1 Creating an ATI Support Portal account (new users only) ....................................................................... 11

4.2 Restoring access to your ATI Support Portal account ............................................................................. 14

4.3 Logging into the ATI Support Portal ....................................................................................................... 19

5 How to register your ATI software license ...................................................................................................... 22

6 How to view your license details .................................................................................................................... 28

7 How to download your license file ................................................................................................................. 30

8 How to import your license file ...................................................................................................................... 31

9 How to move your ATI software license to a new PC ...................................................................................... 34

10 How to unregister your ATI software license .................................................................................................. 39

11 How to remove your ATI software license information .................................................................................. 42

12 USB Key Licenses ............................................................................................................................................ 45

12.1 USB key license registration benefits ..................................................................................................... 45

12.2 Obtaining the USB key license Serial Number ........................................................................................ 46

12.3 How to Register a USB key license ......................................................................................................... 48

12.4 How to update a USB key ...................................................................................................................... 52

13 Common Licensing Tasks – Frequently Asked Questions ................................................................................ 55

13.1 Licensing ATI software for the first time ................................................................................................ 55

13.2 Upgrading from an older version of ATI software which used license keys............................................. 55

13.3 Upgrading to a newly released version of ATI software ......................................................................... 55

13.4 Moving the ATI software license to a new PC ........................................................................................ 56

13.5 Transferring the ATI software license to another user ........................................................................... 56

13.6 New toolkit was added to the license .................................................................................................... 56

13.7 License not working after PC components were replaced ...................................................................... 56


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14 Troubleshooting ............................................................................................................................................. 57

14.1 Invalid serial number ............................................................................................................................. 57

14.2 Invalid machine fingerprint .................................................................................................................... 57

14.3 License has reached its maximum registered devices ............................................................................ 58

14.4 License is already registered to another user ......................................................................................... 58

14.5 License has been restricted to specific emails ........................................................................................ 58

14.6 The machine fingerprint does not match this computer ........................................................................ 59

14.7 License maintenance expiration does not allow newer version ............................................................. 59

14.8 License Import Failed – Device ID does not match ................................................................................. 60

14.9 License Import Failed – An unknown error occurred .............................................................................. 60

14.10 The license file has expired .................................................................................................................... 61

15 Record of Revisions ........................................................................................................................................ 62


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1 Overview

This document is intended to assist users with managing their ATI software license.

• The procedures and operations described in this document apply to the latest generation of ATI software

available at the time of this document release. This includes VISION 4.0 and later, CANLab 5.0 or later,

any version of Calibration Station, and may also apply to future software products released by ATI.

• For assistance with licensing older versions of ATI software, please contact ATI Support.

• Most of the information and procedures described in this document apply to Designated Device Licenses,

which is the most common license type. For information on managing USB Key Licenses, please refer

directly to the USB Key Licenses section. For assistance with managing other license types, please contact

ATI Support.

• The licensing process may change at any time without notice. Check the ATI Support Portal to ensure you

have the latest version of this document.

2 Understanding the ATI Licensing Process

Here is a general overview of the licensing process:

1. When a company purchases an ATI software license, ATI provides the company with a Serial Number for

that license. The Serial Number, information on the toolkits that were purchased, maintenance expiration

date, and license expiration date (if applicable) are added to the ATI Support Portal licensing system.

2. The company that purchased the license distributes the license Serial Number to the end user.

3. The user installs the corresponding ATI software, and obtains the Machine Fingerprint from the ATI

License Management dialog.

4. The user logs in to the ATI Support Portal, navigates to the My Licenses area, and registers the license to

their Computer using the Serial Number and the Machine Fingerprint.

5. The user downloads a license file from the portal (or has it sent to their email).

6. The user imports the license file into the ATI License Management dialog,

7. The user can now run any version of the software for which the license is eligible (based on the license

maintenance expiration date) with the functionality provided by the specific toolkits that are included

with the license.

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https://www.accuratetechnologies.com/support


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3 ATI Licensing: The Numbers

This section describes the different numbers used in ATI software licensing, and their purpose.

3.1 Serial Number

The Serial Number is the unique number for an ATI software license. ATI provides license Serial Numbers to a

company when licenses are purchased.

• Serial Numbers are not version specific. A license Serial Number can be used with any version of the

software.

3.1.1 Where do I get a Serial Number? End users typically obtain their Serial Number from a person that manages software internally at their company,

such as a manager, license administrator, or IT person.

• Users should retain their license Serial Number for their records.

• ATI software licenses are allocated and distributed by the company that purchased them; ATI Support

does not issue Serial Numbers to end users.

3.1.2 What if I lost my Serial Number? If your company previously provided you with a license Serial Number to use, but you no longer have a record of it,

you may be able to find it through one of the following steps:

1. If you already have a version of the ATI software that is installed and licensed, click the ATI Icon in the

Windows system tray and select Manage Product Licenses to open the ATI License Management dialog.

The Serial Number will be displayed in the dialog.

2. If you no longer have a licensed version of the ATI software installed on your PC, but the license is still

registered in the ATI Support Portal, you can view your license details, where your Serial Number will be

displayed. Unregistered licenses are not available for viewing on the ATI Support Portal.

3. If you are unable to find your Serial Number using one of the previous steps, then you will need to contact

the person at your company who issued you the Serial Number originally and ask them for your Serial

Number.


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3.2 Machine Fingerprint

The Machine Fingerprint is a unique number for your PC that is generated by ATI Client Services. It is used to bind

your license to a particular PC.

• The Machine Fingerprint is automatically generated and cannot be changed.

• NOTE: The Machine Fingerprint is NOT the same as your login ID, network ID, asset tag number, or the

Serial Number from the bottom/back of your PC. If any of these numbers are used for registering the

license, you will receive an error message when registering the license or importing the license file.

3.2.1 Where do I get a Machine Fingerprint? The Machine Fingerprint is automatically generated by ATI Client Services. As such, ATI software must be installed

in order to have access to the Machine Fingerprint. You can download software installers by visiting the Downloads

area of the ATI Support Portal.

The machine Fingerprint is displayed in the ATI License Management dialog. You can view it using the following

steps:

1. Click the ATI Icon in the Windows system tray and select Manage Product Licenses to open the ATI License

Management dialog.

• Alternatively, note that some ATI software products may automatically display the ATI License

Management dialog by default if they are not currently licensed.



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2. The ATI License Management dialog will open, and your Machine Fingerprint will be displayed.


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4 The ATI Support Portal

ATI software licenses are managed using the ATI Support Portal, where you can perform the following operations

to manage your license:

• License Registration - This process registers the license to your PC. Once a license is registered, you can

perform the other license management tasks below.

• View License Details - When your license is registered on the Support Portal, you can view the license

details, which displays information about the license including the license file download link.

• Download license file - When your license is registered on the Support Portal, you can download a license

file to enable the licensed functionality.

• Move License - The move process will transfer the license from one Machine Fingerprint to another,

under the same User Account. This operation is necessary when moving your license to a new PC.

• Unregister License – This process completely unregisters the license from the associated Machine

Fingerprint and User Account. This is necessary when you will no longer be using the ATI software license.

The ATI Support Portal located at https://www.accuratetechnologies.com/support.






4.1 Creating an ATI Support Portal account (new users only)

If you are a new user and have never used the ATI Support Portal before, you will need to create a new account.

• If you have an account on the ATI Support Portal, but do not know your login information, do NOT

attempt to create a new account. See Restoring access to your ATI Support Portal account.

1. Navigate to the ATI Support Portal located at https://www.accuratetechnologies.com/support.

2. Click the Register link in the bottom right-hand corner of the page






3. Enter all required information, and click the Register button.

• Important: Please retain your ATI Support Portal login information for your records. You will need

this information to manage your ATI software license in the future.



4. A Verification email will be sent to the email address specified in the previous step. Click on the link

provided to verify and complete the account registration processes.

• When the verification process is complete, the system will automatically log you in for the first time.

Future logins will require clicking the Sign In link, in the upper right-hand corner of the ATI Support

Portal site.



4.2 Restoring access to your ATI Support Portal account

If you have an account on the ATI Support Portal, but do not know your login information, do NOT attempt to

create a new account. You can restore your access to the ATI Support Portal using the process described in this

section. Please retain your ATI Support Portal login information for your records. You will need this information

to manage your license in the future.

1. Using your internet browser, navigate to the ATI Support Portal located at

https://www.accuratetechnologies.com/support.

• Using the latest available version of your internet browser is recommended.

• For best results, maximize your browser window so that the information on the ATI Support Portal is

readily visible.

2. Click the Sign In link in the upper right-hand corner of the page.





3. Click the Reset Password button.

4. The following page will be displayed. Enter your email address and click the Send Reset Link button.



5. The page will refresh with the following information.

6. If your email address is associated with a User Account, you should receive an email with a password reset

link. Click on the password reset link.

• If you do not receive an email, be sure to check your junk mail folder.



7. The following page will be displayed. Enter your email address, your new password, and confirm

password. Then, click the Change Password button.



8. Your password will be reset, and the page will refresh to the main Accurate Technologies website. You are

now logged into the site. Click Support to return to the ATI Support Portal (if desired).



4.3 Logging into the ATI Support Portal

Use the following process to log into the ATI Support Portal:

1. Using your internet browser, navigate to the ATI Support Portal located at

https://www.accuratetechnologies.com/support.

• Using the latest available version of your internet browser is recommended.

• For best results, maximize your browser window so that the information on the ATI Support Portal is

readily visible.

2. Click the Sign In link in the upper right-hand corner of the page.





3. Enter your email address and password and click the Login button.

• You can check the Keep me logged in box, if desired.



You are now logged into the ATI Support Portal.



5 How to register your ATI software license

Registering your license on the ATI Support Portal associates the license with your Machine Fingerprint in the ATI

Licensing System, which allows you to download a license file to run all versions of software for which the license is

eligible.

1. Log into the ATI Support Portal located at https://www.accuratetechnologies.com/support

2. Click on My Licenses

3. Click the Register New License button



4. Select I have my Serial Number, and click Next

• Note: you may need to scroll down in your browser to see the “Register My License” area.



5. Enter your Serial Number and click Next.

• If you do not have a Serial Number, see Where do I get a Serial Number?

• If you receive an error, proceed to the Troubleshooting section.



6. Obtain the Machine Fingerprint from the ATI License Management dialog.

• For more information, see Where do I get a Machine Fingerprint?

• In most cases, it is convenient to copy the Machine Fingerprint to the Windows Clipboard for pasting

into the necessary field on the ATI Support Portal (next step).



7. Enter the Machine Fingerprint obtained in the previous step. Optionally, you may also enter a note

describing the computer or location where the license will be used, which is useful for tracking purposes.

Click Next.

• The Note field is not validated in any way for the purpose of licensing. This optional information

is stored on the ATI Support portal with the license registration for reference in the future.



8. The page will refresh after it has finished processing the information, and your license information will be

displayed.

• If you receive an error message, proceed to the Troubleshooting section.

9. Click the Download license file link and save the file to a known location on your hard drive.

• Optionally, you can click the Email me this information link to have the license information and

license file emailed to you.

• License keys may be listed for older versions of ATI software. Contact ATI Support if you need

assistance with licensing an old version.

10. Once you have saved the license file to your PC, proceed to How to import your ATI license file.



6 How to view your license details

If your license is registered on the Support Portal, you can view the license details. This displays information about

the license, including the license file download link.



3. The My Licenses page will be displayed.

• If you have more than one license registered, click on the desired license.




4. The License Detail area will be displayed.



7 How to download your license file

After the initial license registration process, downloading a new license file is necessary when the license has been

updated. For example, this is necessary when your company has extended the maintenance on your license

allowing you to upgrade to newer versions of ATI software, or when a new toolkit has been added to your license.

1. View your License Details.

2. Locate the Download license file link. Click the link and save the file to a known location on your hard

drive.





8 How to import your license file

Importing the License File allows you to run any version of the corresponding ATI software for which the license is

eligible (based on the license maintenance expiration date) with the functionality provided by the specific toolkits

that are included with the license.

1. Click the ATI Icon in the Windows system tray and select Manage Product Licenses to open the ATI


Alternatively, note that some ATI software products may automatically display the ATI License




2. Click the Import License File button, and browse to select the License File.

• Alternatively, you can select License → Import License File and browse for the license file.

• The License File can also be imported by dragging it and dropping it into the Product licenses area of

the dialog.



3. The following message will be displayed. Click the OK button.


4. Your license information is now displayed in the dialog.

• If your ATI software is currently open, you must close and restart the software for the changes to

take effect.

5. Click the Close button to exit the ATI License Management dialog.



9 How to move your ATI software license to a new PC

The move process will transfer the license from one Machine Fingerprint to another, under the same User

Account. This operation is necessary when moving the license to a new PC. The process may also be necessary

when components of your PC have been replaced, causing the Machine Fingerprint to change.








4. The License detail area will be displayed. Click the Move button.



5. On the new PC, obtain the Machine Fingerprint from the ATI License Management dialog.

• For more information, see Where do I get a Machine Fingerprint?

• In most cases, it is convenient to copy the Machine Fingerprint to the Windows Clipboard for pasting

into the necessary field on the ATI Support Portal (next step).



6. The following screen will be displayed. If you agree to the terms, then check the box, enter the Machine

Fingerprint of the new PC (obtained in the previous step), and click the Move button.

• Note: The ATI Licensing agreement requires that the software has been “uninstalled or rendered

unusable” on the PC it is being moved from. See How to remove your license information for more

information.



7. The page will refresh and display the license information for your new PC. Click the Download license file

link and save the file to a known location on your hard drive.



• License keys may be listed for older versions of ATI software. Contact ATI Support if you need

assistance with licensing an old version.

8. Once you have saved the license file to your PC, proceed to How to import your license file.



10 How to unregister your ATI software license

This process completely unregisters the license from the associated Machine Fingerprint and User Account. This is

necessary when you will no longer be using the license. For example, you would unregister the license before

transferring the license to another user, so that the user can register the license under their User Account.

• Unregistering the license is not required for obtaining an updated License file to use new versions of ATI

software. See Upgrading to a newly released version of ATI software.

• If you are moving the license to a new PC, using the move process is much more convenient than

manually unregistering and re-registering the license.








4. The License detail area will be displayed. Click the Unregister button.

• Make sure you have a record of your license before you unregister, since the license will no

longer be viewable in the Support Portal once it is unregistered.



5. The following screen will be displayed. If you agree to the terms, check the box and click the Unregister

button.

• The Cancel button does not unregister the license: it cancels the process and returns to the

License Detail screen. The license will still be registered.

• Note: The ATI Licensing agreement requires that the software has been “uninstalled or rendered

unusable” on the PC it is being unregistered from. See How to remove your ATI software license

information for more information.

6. The license is now unregistered. You will be returned to the My Licenses area, where the license will no

longer be listed.



11 How to remove your ATI software license information

Removing your license information will return your ATI software to an unlicensed state on the PC. This is necessary

when you will no longer be using the ATI software license on the PC. For example, you would remove the license

information from the PC when the license is unregistered for transfer to another user, or when moving the license

to a new computer.

Although it is good practice for IT departments to ‘wipe’ PCs before they are re-deployed, this does not always

occur. Completing the steps in this section prior to turning in an old PC prevents other users from improperly using

your license.



• Alternatively, note that some ATI software products may automatically display the ATI License




2. In the License Management dialog, under Product Licenses on the left-hand side, right-click the license

and select Remove License Information.

3. The following prompt will be displayed. Click the Yes button.



4. The license has been removed.



12 USB Key Licenses

USB key licenses are different from other ATI license types. To allow the license to be shared between different

PC’s, a USB key or dongle contains the license information. Connecting the USB key to a USB port on the PC

enables the licensed ATI software functionality. When a USB key is connected, it overrides any Designated Device

license that is present on the PC. This allows for configurations where (for example) multiple users have their own

Designated Device License for basic functionality and share a USB Key License with advanced functionality that is

only needed occasionally.

Note: the corresponding ATI software must be installed on the PC in order to have the proper drivers for your USB

key as well as ATI Client Services, which provides the ATI License Management functionality described in this

section. You can download software installers by visiting the Downloads area of the ATI Support Portal.

12.1 USB key license registration benefits

Registering a USB key license on the ATI Support Portal provides the following benefits:

• Some downloads on the Support Portal are only accessible to users with a registered license.

Registering the USB key license provides access to these downloads.

• Once the USB key license is registered, a license file can be downloaded for updating the USB key.

This is sometimes necessary (for example) when the license maintenance has been extended, or

when a new toolkit is purchased and added to the license.

Since a USB key can shared by multiple users, the ATI Support Portal allows multiple users to register the license.




12.2 Obtaining the USB key license Serial Number

Each USB key license has a Serial Number associated with it. As with other license types, the Serial Number is

required for registering the USB key license.

If you do not have a record of the Serial Number of your USB key license (from the paperwork included with your

USB license or otherwise) you can obtain the Serial Number from the ATI License Management dialog when the

USB key is connected to the PC.

1. Connect the USB key to a USB port on your PC





3. The ATI License Management dialog will open, and the USB key license Serial Number will be displayed.



12.3 How to Register a USB key license



3. Click the Register New License button



4. Select I have my serial number, and click Next

• Note: you may need to scroll down in your browser to see the “Register My License” area.

5. Enter the Serial Number of the USB key and click Next.

• If you do not have the Serial Number for the USB key, see Obtaining the USB key license Serial

Number.

• If you receive an error, proceed to the Troubleshooting section.



6. If desired, you may also enter a note describing the computer or location where the license will be used,

which is useful for tracking purposes. Click Next.

• The Note field is not validated in any way for the purpose of licensing. This optional information is

stored on the ATI Support portal with the license registration for reference in the future.



7. Registration is complete. The page will refresh after it has finished processing the information, and your

license information will be displayed.




12.4 How to update a USB key

When a USB key license has been updated in the ATI Support Portal licensing system, the USB key must be

reprogrammed with the new information. For example, this is necessary when your company has extended the

maintenance on your license allowing you to upgrade to newer versions of ATI software, or when a new toolkit has

been added to your license.

1. If the USB key license is not registered to your ATI Support Portal account, follow the process described

under How to Register a USB key license.

2. View your license details

3. Download your license file

4. Connect the USB key to a USB port on your PC.





6. The ATI License Management dialog will be displayed. Under Product Licenses, right-click the USB license

and select Update key with new license.



7. Browse and select the license file that you downloaded in Step #3.

8. The following confirmation dialog will be displayed. Click the Yes button to proceed.

9. The following message will be displayed, indicating that the USB key was successfully updated.



13 Common Licensing Tasks – Frequently Asked Questions

13.1 Licensing ATI software for the first time

QUESTION: I am licensing ATI software for the first time. What is the process?

ANSWER: Follow the process described in the section How to register your ATI software license.

13.2 Upgrading from an older version of ATI software which used

license keys

QUESTION: I want to upgrade from an older version of ATI software that used license keys. What do I need to do?

ANSWER: With older versions of ATI software that used license keys, a “Computer ID” was used for licensing

instead of a Machine Fingerprint. In order to download a license file required to run a newer version, the license

must be re-registered using the Machine Fingerprint.

1. Install the newer version of ATI software, and obtain the Machine Fingerprint from the ATI License

Management dialog.

2. Follow the Move Process to re-register the license using the Machine Fingerprint.

13.3 Upgrading to a newly released version of ATI software

QUESTION: I want to upgrade to the latest version of ATI software. What do I need to do for my license?

ANSWER: Your license is eligible to run any version of the ATI software that is released prior to the

Maintenance/Support Expiration Date:

1. View your License Details on the Support Portal and verify that the license is eligible to run the desired

version of ATI software.

• If your license is not eligible to run the desired version of ATI software, contact the license

administrator at your company about extending the maintenance on your license.

2. To ensure the license on your PC is up to date, download your license file and import it into the ATI


• Note: If the Maintenance expiration date in the ATI License Management dialog on your PC matches

the Support Expiration Date for the license under License Details on the Support Portal, this step is

not necessary and the license on the PC is already up to date.



Once you have verified that your license is eligible to run the new version of ATI software, and the license on your

PC is up to date, then you can install and run your desired version of the ATI software.

13.4 Moving the ATI software license to a new PC

QUESTION: I had ATI software licensed on my old PC, and then I received a new PC. What do I need to do to get

the ATI software licensed on my new PC?

ANSWER: The new PC will have a different Machine Fingerprint than the old one, requiring a different license file.

You must use the move process to transfer the license to the new Machine Fingerprint.

13.5 Transferring the ATI software license to another user

QUESTION: I need to transfer my ATI software license to someone else at my company. What is the process?

ANSWER: Unregister the license, using the process described in the section How to unregister your ATI software

license. Once the license is unregistered, it is free to be registered by someone else using the process described in

the section How to register your ATI software license.

13.6 New toolkit was added to the license

QUESTION: A new toolkit was purchased for addition to my license. How do I enable it?

ANSWER: Once the information from your purchase has been processed and added to the ATI Support Portal

Licensing System, you can enable the new toolkit on your PC by downloading an updated license file and importing

it into the ATI License management dialog.

13.7 License not working after PC components were replaced

QUESTION: My PC motherboard (or other component) failed and was replaced, and my ATI software license no

longer works. How do I get my ATI software license working again?

ANSWER: When a PC component such as a motherboard is replaced, the Machine Fingerprint of the PC may

change, requiring a new license file. The process is the same as moving the license to a new PC: you must use the

move process to transfer the license to the new Machine Fingerprint.



14 Troubleshooting

14.1 Invalid serial number

PROBLEM: The Serial Number entered into ATI Support Portal is not valid.

SOLUTION: Verify that the serial number that you entered is correct and formatted properly, including the

dashes. Example: 000-00020-092490-896244. If the license was provided to you by a license administrator at

your company, ask them to check and make sure the number is correct.

14.2 Invalid machine fingerprint

PROBLEM: The Machine Fingerprint entered into ATI Support Portal is not valid.

SOLUTION: Verify that you are using the correct machine fingerprint, as displayed in the ATI License

Management dialog. For more information, please refer the Machine Fingerprint section.

Ensure that the Machine Fingerprint you are entering is formatted properly. Example: 1221022//85E7-B463-

6B99-BD2F-A955-7C27-5092-40A0.

• NOTE: The Machine Fingerprint is NOT the same as your login ID, network ID, asset tag number, or

the Serial Number from the bottom/back of your PC. See the Machine Fingerprint section for more

information.



14.3 License has reached its maximum registered devices

PROBLEM: An ATI software license can only be used on the number of PC’s allowed by the license – and this

license has reached its maximum.

SOLUTION: If you are moving the license to another PC, use the move process. If you need to use ATI software

on additional PC’s beyond the number allowed by the license, then you would need to obtain an additional

license (contact the license administrator at your company).

14.4 License is already registered to another user

PROBLEM: The ATI software license Serial Number you are attempting to register is already registered under a

different User Account.

SOLUTION: If the license was previously being used by someone else, ensure that they have followed the steps

under How to unregister your ATI software license. If the license was provided to you by a license

administrator at your company, ask them to check and see if the license is being used by someone else.

14.5 License has been restricted to specific emails

PROBLEM: The license administrator at your company has restricted the license to specific email address

domains.

SOLUTION: Make sure to use your company-assigned email address for registering the license – not a personal

email address.



14.6 The machine fingerprint does not match this computer

PROBLEM: The machine fingerprint of the PC has changed since the license file was applied. This can occur

when certain components of the PC are replaced, such as the motherboard.

SOLUTION: Use the move process to register the license under the new machine fingerprint.

14.7 License maintenance expiration does not allow newer version

PROBLEM: The version of ATI software you are attempting to run was released after the license maintenance

expiration date in the license on your PC.

SOLUTION: View your license details, and look under License Details to see if your maintenance has been

extended beyond the ATI software release date:

• If your maintenance has been extended, then download your updated license file and import it into the

ATI License Management dialog.

• If your license maintenance has not been extended, contact the license administrator at your company to

ask about extending the maintenance on your license.



14.8 License Import Failed – Device ID does not match

PROBLEM: The Machine Fingerprint used to register the license does not match the computer.

SOLUTION: View your license details, and compare the registered Machine Fingerprint to the Machine

Fingerprint displayed in the ATI License Management dialog. If you registered your license using the wrong

Machine Fingerprint, use the Move process to move your license to the correct Machine Fingerprint.

14.9 License Import Failed – An unknown error occurred

PROBLEM: The License File you are attempting to import is invalid or corrupt.

SOLUTION: Verify that you are using a valid license file. Occasionally, files can become corrupt when

transferred over a network. If you received your license file as an email attachment, try downloading your

license file directly from the My Licenses area of the Support Portal (or vice-versa).



14.10 The license file has expired

PROBLEM: You were using a non-perpetual license, which has expired.

SOLUTION: First, check and make sure that the license file you are using on your PC is up-to-date. View your

license details, and check the License Expiration Date:

• If the License Expiration Date displayed on the Support Portal is later than the License expiration

displayed in the ATI License Management dialog on your PC, then download your updated license file and

import it into the ATI License Management dialog.

• If the License Expiration Date displayed on the Support Portal is the same as the License expiration

displayed in the ATI License management dialog on your PC, then the license is expired. Contact the

license administrator at your company about having your non-perpetual license extended.



15 Record of Revisions

Date Revision Description Revised By Affected Pages

9/23/19 1.0 Initial Release J. Mitchell All

1/13/20 1.1 Revision J. Mitchell 6, 52

how to manage your ati software license...accurate technologies inc. public 6 doc-000102 1 overview...

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