This article describes some of the common problems you may encounter with your Uptime Infrastructure Monitor license and explains how to resolve those issues.

License key problems generally fall into one of the following areas:

  1. You did not receive a trial license key.
    Please contact sales@idera.com or complete the License Extension Request form on the IDERA UIM Support site.
  2. You need an updated license key because you want to move the UIM monitoring station to a different platform, or the HostID on your current platform changed.
    This is also known as Re-hosting. For more information about this task, see Moving your license key.
  3. Your license key is expired or your UIM installation is re-sized. Send an email to licensing@idera.com for assistance.
  4. There is a problem with the format or content of your license key. If there is, an error appears on the License Info page. The following is an example of a license key: 
    FEATURE systems uptime 7.10 03-aug-2023 uncounted HOSTID=DEMO \ 
NOTICE="eval20120504003851 " SN=1000 TS_OK SIGN="01D0 E664 807F \ 
9D71 98AF C0CA 65D8 9B56 4EB2 5F66 1203 F9D2 FC07 B884 D052 
62B6 8E92 F252 DC67 61C8 C2C0"
    The license key:
    1. Must start with the word FEATURE.
    2. Must end with a double quotation mark (").
    3. Must have all lines (except the last one) end with a backslash (\) and not start with one.
  5. You recently upgraded your UIM monitoring station version and UIM stopped monitoring.
  6. If you are upgrading to a new major release version (e.g. from 5.x to 6.x or 6.x to 7.x), you must retrieve a new license key from the License Portal (login required). To complete this process:
    1. Login to the License Portal
    2. Identify the deployment that you upgraded.
    3. Click Upgrade my Deployment and follow the onscreen instructions.
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