KNOWLEDGE BASE ARTICLE

License Out Of Sync With Server

There may be occasions when you load the support portal from within Umango and it reports that your activation key is out of sync with the Umango license server.

A product key never changes but activation keys can and do change periodically (and automatically). If the activation key that is stored on the Umango server is different to the current key on the license server then they become "out of sync" and a license query from within Umango will report this. In this case, you may see a warning like the one below:

There are 2 main causes of this "out of sync" status:

1. Periodically throughout the life of the license, the Umango server will checkin with our license server and update its activation key. When this occurs Umango may fail to save the updated key correctly (typically due to registry permissions). This will result in the Umango server's key not being the same as the current license server key.
2. If you re-activate your Umango server (perhaps a fresh installation or after an upgrade) and you use an old key (perhaps the one provided when you first activated) then this key may have long since expired. Although the key will still work on the version it was issued on, it will not be the current key and therefore will report as "out of sync". If you have upgraded to a newer version then this will be disabled as Umango has no way of validating if their maintenance is valid and the (old) key only provides activation on the older version.

To avoid these scenarios, always ensure the following:

1. Never activate from an old activation key. If you need to re-activate then you should always do so starting with the product key not an activation key (unless advised to do so by a Umango customer service agent).
2. Always ensure that the Umango Windows Service logon account has read and write permissions to the registry key below:
   Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Umango
   This ensures that the service can save activation keys when they are automatically refreshed.
   
3.  If you see an "out of sync" issue reported in the support portal and you are certain that neither scenario above has occurred then:
   1. Close the support portal
   2. Logout and close the dashboard browser
   3. If possible (without creating user disruption) restart the Windows service
   4. Load the dashboard and login

Link to this article http://umango.com/KB?article=121