Overview
in some scenarios, you can receive the "Could not retrieve license file from the web" error, regardless of the device's license is valid or not. In this article, you will learn the probable root causes for this error and the way to fix each one of them.
Solution
It is known that older versions of the software (for example, the version that comes pre-installed in the devices when we make a full recovery) don't point to the new license server and thus, you might get errors like Invalid License, License Expired, or License Retrieval Error although you have a valid license. In some other cases, you will get the same errors when the license screen doesn't display the correct license number.
In the following sections you will find the solutions for both scenarios, and what to do when none of them is the root cause of the problem.
Updating the Device's Software to the latest version
Most of the license errors are related to outdated software which has the wrong server address. You should follow the steps in this article to update the software to the latest version: Updating Software to the Latest Version
Is the License screen showing a wrong Serial Number?
The serial number of the device is the result of an algorithm that involves the MAC Address of the device directly. When the MAC Address changes, the logical serial also changes, causing mismatches between the serial printed on the label and the serial listed in the software. You should contact our Support team for fixing this behavior by creating a Support ticket.
- For more information, please check the License Screen Displaying Incorrect Serial Number article.
Contacting Financial Services
If you updated the software to the latest version and you confirmed that the license screen is showing the correct serial, but you are still getting license expired errors, then your license is indeed expired or not recognized yet (e.g. your purchase order is still being processed). You should contact our Financial team for extension or renewal of your license.
- For more information, please check the Contacting Financial services article.
Related Articles
- License Screen Displaying Incorrect Serial Number
- Contacting Sales / Finance for License Extension or Renewals
- Updating Software to the Latest Version
Priyanka Bhotika
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