When we talk about activating Issuetrak, we're talking about validating your license so that you can use your site and the features that you've purchased.
Issuetrak has two methods for activation, which we can summarize below as:
- Automated - This is the default (and easy) method. It involves either entering your Site ID into the deployment tools, then clicking a "Verify License Details" button, OR it can involve you going to your License screen and clicking on the "Update License" button.
- Manual - This requires your site or the deployment tools to generate a License Request file, which you must then provide to Issuetrak Support. Support will validate the information and provide a License Activation file back, which you will apply to your site. Your Issuetrak site would then be considered Activated and ready for use.
While the automated method for updating and validating your license is mentioned here, this article focuses on providing you with manual steps for validating your license.
Automated Validation
There are a couple of scenarios for this.
Scenario 1: Deployment Tools
You're running Issuetrak's deployment tools, and you're prompted to enter your Site ID.
- Enter your Site ID, as provided by Issuetrak Support or Sales.
- Click on "Verify License Details."
- Make sure that the information that appears matches what you purchased.
If you receive the message "There was a problem verifying license details. Confirm that the Site ID is correct and that you have an active internet connection" appears, then double-check the Site ID you entered. If the problem persists, please have your Site ID handy and contact Support to complete the manual validation process for "Deployment Tools" outlined further down in this article.
Scenario 2: Updating Your License
You've been in communication with Sales, and need to update your license on your running Issuetrak site after making a change.
- Sign into your Issuetrak site as a Sys Admin.
- Click on the gear icon at the top right > click on License underneath "System".
- Click on the "Update License" button.
If you receive the message "There was a problem updating your license" then there may be a communication problem between your server and Issuetrak's license validation service. If the problem persists after verifying internet connectivity from your server, then please have your Site ID handy and contact Support to complete the manual validation process for "Updating Your License" outlined further down in this article.
Manual Validation
Manual validation also has a couple of scenarios, but the process always requires four things:
- Generate a license request file.
- Send the license request file to Issuetrak Support.
- Receive a license activation file from Issuetrak Support.
- Apply the license activation file to your site.
Scenario 1: Deployment Tools
You are running Issuetrak's deployment tools, but your server can't reach Issuetrak's validation service. The following message appears: "There was a problem verifying license details. Confirm that the Site ID is correct and that you have an active internet connection." You've already verified that your Site ID is correct, and the message still pops up when you click on "Verify License Details."
- In the Issuetrak Deployment Manager on your web server, click on Manual.
- Click Create License Request.
- Select the folder in which to save the license request file. The default behavior saves the file to the distribution's "resources" folder.
- Windows Explorer will appear with the license request file selected. You must provide this file to Issuetrak Support. Email support@issuetrak.com with the file attached and a brief explanation of what you're encountering, as well as your Site ID.
- Issuetrak Support will contact you back and verify some details, after which you will be provided with a license activation file.
- To apply the license activation file, click on the Select License Activation Folder button in the IDM and navigate to the folder where you saved the license activation file.
Once the activation file has been validated, you will be able to click on Next to continue the process of deploying your Issuetrak site.
Scenario 2: Updating Your License
In this scenario, you're on the License screen in your Issuetrak site. You need to update your license for your Issuetrak instance that is already running, but your server is having trouble communicating with the license validation service. You receive the message "There was a problem updating your license. Please contact support."
- As a refresher: Navigate to the License screen by clicking on the gear icon in the top right of Issuetrak, then click on License underneath the "System" header.
- Click on the Manual Activation button.
- In the pop-up that appears, click on Create License Request.
- Your browser will download a license request file. You must provide this file to Issuetrak Support. Email support@issuetrak.com with the file attached and a brief explanation of what you're encountering, as well as your Site ID.
- Issuetrak Support will contact you back and verify some details, after which you will be provided with a license activation file.
- To apply the license activation file, click on Upload License Activation, then select and open the license activation file you received back from Issuetrak Support.
Once the activation file has been validated, your new license will be applied to your site.
