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Solution TitleEnfocus product key needs repair
Solution Number00000472
Solution Details
Question
My Product Key is in a repair state; I have tried to repair it, but the Product Key always reverts back to a repair state. What can I do to correct this?

Background
The Product Key is tied to the hardware and software fingerprint of the computer it is activated on, so if changes are made to the computer, this can break the Product Key as the computer's fingerprint no longer matches what was recorded upon activation.

This can be caused by several factors:
  • A hardware part of the system was replaced or added.
  • The virtual hardware of the virtual machine has changed.
  • There was a major OS upgrade.
  • There was a major Acrobat upgrade (in the case of PitStop Pro).
  • A system image of an activated system was moved to another system.
  • The hard disk was moved to a different system.
  • Any other change which makes the software think it is running on different hardware, compared to when it was originally activated.
Solution
Scenario 1: Original installation environment still exists

If still installed on the original hardware, you can deactivate the license from within the software. For most products you can do this via the "deactivate" functionality in the License tab of the “About” panel of the Application. For Switch, you can do this via menu Help/Manage Licenses.
If you still have the original hardware setup but the software has been removed, it is possible to deactivate the license from the system by installing the Local License Manager.
Once the license has been successfully deactivated from the original system, proceed to “Removing Broken/Repair Status” section of this Solution Article.

Scenario 2: Original installation environment does not exist
Examples are:
  • A hardware part of the system was replaced or added.
  • The virtual hardware of the virtual machine has changed.
  • There was a major OS upgrade.
  • There was a major Acrobat upgrade (in the case of PitStop Pro).
Please contact Enfocus Support via the support portal so we can help you further. Be sure to include your product key (add the computer name if linked to a Volume License) and mention that you have a “repair/broken” license message but no access to the original installation environment.

Removing Broken/Repair Status
You can remove the broken/repair license status from within the Local License Manager by clicking on a broken license and pressing the delete key. If you don’t have the Local License Manager yet, then you can download it here.
Once the broken license is removed, you can reactivate the product key in the Local License Manager or in the software.

 
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