This website uses cookies. By clicking Accept, you consent to the use of cookies. Click Here to learn more about how we use cookies.
Accept
Reject
  • RSA.com
  • Home
  • Advisories
    • SecurID
    • SecurID Governance & Lifecycle
  • Documentation
    • SecurID
      • Authentication Agents
        • API / SDK
        • Apache Web Server
        • Citrix StoreFront
        • IIS Web Server
        • MFA Agent for macOS
        • MFA Agent for Windows
        • Microsoft AD FS
        • Microsoft Windows
        • PAM
      • Authentication Engine
      • Authentication Manager
      • Cloud Authentication Service
      • Hardware Appliance
        Component Updates
      • Hardware Tokens
      • Integrations
      • SecurID App
      • SecurID Authenticator for macOS
      • SecurID SDK
      • Software Tokens
        • Android
        • iOS
        • macOS
        • Token Converter
        • Windows
    • SecurID Governance & Lifecycle
    • Technology Partners
  • Downloads
    • SecurID
      • Authentication Agents
        • API / SDK
        • Apache Web Server
        • Citrix StoreFront
        • IIS Web Server
        • MFA Agent for macOS
        • MFA Agent for Windows
        • Microsoft AD FS
        • Microsoft Windows
        • PAM
      • Authentication Engine
      • Authentication Manager
      • Cloud Authentication Service
      • Hardware Appliance
        Component Updates
      • Hardware Tokens
      • Integrations
      • SecurID Authenticator for macOS
      • Software Tokens
        • Android
        • iOS
        • macOS
        • Token Converter
        • Windows
    • SecurID Governance & Lifecycle
  • Community
    • SecurID
      • Blog
      • Discussions
      • Events
      • Idea Exchange
      • Knowledge Base
    • SecurID Governance & Lifecycle
      • Blog
      • Discussions
      • Events
      • Idea Exchange
      • Knowledge Base
  • Support
    • Case Portal
      • Create New Case
      • View My Cases
      • View My Team's Cases
    • Community Support
      • Getting Started
      • News & Announcements
      • Ideas & Suggestions
      • Community Support Articles
      • Community Support Forum
    • Product Life Cycle
    • Support Information
    • General Security Advisories
  • Education
    • Blog
    • Browse Courses
      • SecurID
      • SecurID Governance & Lifecycle
    • Certification Program
    • New Product Readiness
    • Student Resources
Sign In Register Now
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Search instead for 
Did you mean: 
Announcements

SecurID® Knowledge Base

Find answers to your questions and identify resolutions for known issues with knowledge base articles written by SecurID experts.
  • SecurID Community
  • :
  • Products
  • :
  • SecurID
  • :
  • Knowledge Base
  • :
  • The License/serial number being installed does not match the license/serial number stored on the ser...
  • Options
    • Subscribe to RSS Feed
    • Bookmark
    • Subscribe
    • Email to a Friend
    • Printer Friendly Page
    • Report Inappropriate Content

The License/serial number being installed does not match the license/serial number stored on the server when installing an RSA Authentication Manager license

Article Number

000013162

Applies To

RSA Product Set:  SecurID
RSA Product/Service Type:  Authentication Manager
RSA Version/Condition:  8.x

 

Issue

When replacing an Authentication Manager trial license with a production license/a refresh license the customer serial will change, causing an error.  

Cause

When replacing an Authentication Manager trial license with a production license/a refresh license, a check is done comparing the current serial number to the new one.  If the numbers do not match the following error will display:  
 
Error installing license: The License/serial number being installed does not match the license/serial number stored on the server.
Image descriptionImage description

Resolution

Before applying the new license,
  1. Login to the Authentication Manager primary server's Security Console as a super admin user.
  2. Go to Setup > License > Status and click on View Installed Licenses. 
  3. Click the context arrow next to the License ID number and choose View. 
  4. Compare the license serial number visible in the Security Console to the license number in the license .xml file you received, specifically the license:customerAccountId value.
If the license numbers are the same, the new license can be installed immediately.  Licenses for Authentication Manager are stackable, and the new license will be added on top of the existing license.

If the license numbers are the same

If the license numbers are the same, the new license can be installed immediately.  Licenses for Authentication Manager are stackable, and the new license will be added on top of the existing license.
  1. Go back to the Security Console and select Setup > License > Add New.  
  2. Browse to the folder containing the new license.xml file and select it.
  3. Click Next then verify the information regarding your license is correct.
  4. Click the Install button.
If the license numbers are different, first uninstall the old license then install the new one.  Failure to do this will cause the following error to display: 

The License/serial number being installed does not match the license/serial number stored on the server.

If the license numbers are different

CAUTION: Do not restart the server or reboot the Authentication Manager services until you complete steps 1 through 7 below.  Install the new license right away. 

  1. From the Security Console select Setup > License > Status, then click View Installed Licenses.
  2. Click the context arrow next to the license ID and choose Uninstall.
  3. Check the Yes, Uninstall License box.
  4. Click the Uninstall License button.  

At this point, do not restart the Authentication Manager server.  Install the new license right away.  Do not reboot the server or restart Authentication Manager services until you complete the next steps.  Rebooting the server or restarting the Authentication Manager services while there is not a license installed can cause irreparable harm to the server which will prevent the software from starting and may require a factory reset. 

  1. Go back to Setup > License > Add New.  Browse to the folder containing the new license.xml file and select it.
  2. Click Next then verify the information regarding the license is correct.
  3. Click the Install button. 
 

 

Notes

  • The license install process should be complete in less than five minutes.
  • The license is installed only on the Authentication Manager primary server. 
  • License changes are pushed out from the primary to the replicas in the deployment by a batch job that runs daily.
  • Once the license install process is complete on the Authentication Manager primary, it is immediately applied.
  • RSA services do not need to be restarted, and the server does not need to be rebooted after the license is installed for the new license to take effect.
  • If adding a new stack to the existing license, there will be no downtime with regard to authentication.
  • If a previous license needs to be removed, any users who are already authenticated will not have their sessions dropped.
  • Between the time that the old license is uninstalled and the new license is installed any users that try to authenticate may get an error.  Since the license install process is so quick, very few users are affected by this.
  • If you have a trial license installed and need to extend your trial period, contact RSA for a new trial before the old license expires.
  • Install the new trial license before the old one expires.
Tags (34)
  • 8.x
  • AM
  • Appliance
  • Auth Manager
  • Authentication Manager
  • Break Fix
  • Break Fix Issue
  • Broken
  • Customer Support Article
  • Error Message
  • Issue
  • Issues
  • KB Article
  • Knowledge Article
  • Knowledge Base
  • License
  • License Error
  • Licenses
  • Licensing
  • Licensing Error
  • Licensing Issue
  • Problem
  • RSA AM
  • RSA Auth Manager
  • RSA Authentication Manager
  • RSA SecurID
  • RSA SecurID Access
  • RSA SecurID Suite
  • SecurID
  • SecurID Access
  • SecurID Appliance
  • SecurID Suite
  • Version 8
  • Version 8.x
1 Like
Was this article helpful? Yes No
Share
No ratings

In this article

Version history
Last update:
‎2021-06-11 02:35 PM
Updated by:
Administrator RSA-KB-Sync Administrator

Related Content

Powered by Khoros
  • Blog
  • Events
  • Discussions
  • Idea Exchange
  • Knowledge Base
  • Case Portal
  • Community Support
  • Product Life Cycle
  • Support Information
  • Customer Success
  • About the Community
  • Terms & Conditions
  • Privacy Statement
  • Provide Feedback
  • Employee Login
© 2022 RSA Security LLC or its affiliates. All rights reserved.