Support

Common licensing/activation issues and their solutions

Article ID	1045	Posted Date	8/9/2005
Product(s)		Updated Date	8/9/2005

The licensing scheme used by Ultimate Survey survey software is designed to be transparent to the end user and simple to configure for the system administrator. However, due to the nature of web-based applications, certain issues occasionally crop up with licensing and the activation process. This document presents the most common issues seen when installing and activating Ultimate Survey Enterprise survey software along with their solutions.

Problem:
When Ultimate Survey starts, you see an error message that the license file cannot be found: No license file was found for this installation of Ultimate Survey Enterprise

Solution:
Ensure that the license file is present in the /bin directory under the application root directory of your installation. The extension of the file must be .lic; Internet Explorer sometimes adds a .xml extension to the file that must be removed. If you do not have a license file, you may download one from the Prezza support customer area.

Problem:
When Ultimate Survey starts, you see an error message that the license cannot be validated: The current license is not valid for the installed version of Ultimate Survey Enterprise

Solution:
The Ultimate Survey license file is digitally signed, so that any changes to the file cause it to become invalid. It is possible for the license file to be inadvertently changed as some programs insert extraneous characters at the start or end of a file when opening or saving it. Examples of ways the file could become changed include opening it in some text editors or downloading it via a download manager. If your license file becomes corrupt and cannot be validated, download another copy from the Prezza customer support area.

Problem:
License cannot be activated using the automatic online activation system.

Solution:

To activate online, your installation of Ultimate Survey must be able to communicate with the Prezza Activation Service. Ensure that your server has internet connectivity and can connect to www.prezzatech.com.

If you are able to connect to the Prezza website from your server and still receive an error, ensure that the internet guest account on your server (IUSR_[ServerName]) has write permission on the license file, and try to activate again. This permission can (and should) be removed from the file once the activation process has succeeded.

Rarely, the Prezza Activation Service may be unavailable due to maintenance. If you are certain that you have addressed the above issues, use the “Request Activation” button to request a manual activation. You may continue to use the application while your request is processed.

Problem:
License cannot be activated using the manual activation system.

Solution:
Ensure that the internet guest account (IUSR_[ServerName]) has write permission on the license file. This permission can (and should) be removed from the file once the activation process has succeeded.