Snow Licensing: Frequently Asked Questions / Who to contact to request a license key

In this article we have pulled together some of our frequently asked questions around licensing your Snow products.

Index

• Who should I contact about my licensing request?
• How do I apply my license key?
• Where do I add my Snow Integration Manager (SIM) key?
• After applying a license key do any services need restarting?
• Troubleshooting License Key Issues:
  • After applying a valid license key why am I seeing the error “The product activation key is invalid.  System has been disabled.”?
  • Snow License Manager - After applying a license key why is the license information not populating and is not retained?
  • Why is my Snow License Manager 9.7 installation reporting a "The specified license is invalid" error?
  • What happens if Snow Inventory count reaches the license limit?

Question  - Who should I contact about my licensing request?

Answer -  

Any license requests relating to a new purchase, changing the license key version, test keys or license expiry should be directed to your Account Manager.  
 

• There are a couple of exceptions which are detailed below:
  • Snow Commander
    • For Snow Commander license keys please see this article .
  • Valid Keys requiring Reactivation 
    • For example, if you have moved your Snow product to a new server the "hardware identifier" specified for your key would change.  Therefore you will need a reactivated license key to match.
    • Please request the reactivation via Snow Support.  If possible, please provide:
      • Your new hardware identifier.  The hardware identifier can be located in Snow License Manager Web Configurator on the License tab.
      • A copy of your old license key. Alternatively please note your order number / customer number.  Your unique customer number will be displayed on all orders from Snow.
  • Offline Activation
    • When a license key is applied and activated it ordinarily requires connection to the internet.  If internet access is not possible then a manual license activation can be requested.
    • Please request a manual activation from Snow Support.

Question  - How do I apply my license key?

• Instructions for Snow Commander.
• Instructions for Snow Inventory Server.
• Instructions for Snow License Manager.
• Instructions for Snow Software Recognition Service (SRS).
• Snow Atlas
  • There is no license key required to be applied by the customer on the Snow Atlas platform. Entitlements are assigned by Snow to the customer Snow Atlas environments.

PLEASE NOTE: Your license key will state which modules and usage limits you have purchased.

Question   – Where do I add my Snow Integration Manager (SIM) key?

• Answer - Your SIM key is integrated with the Inventory key.  If you have received a Snow Integration Connector (SIC) key this is generated for internal purposes only and does not need to be applied to your environment.

Question  - After applying a license key do any services need restarting?

• Answer - Please restart the Snow Inventory service and Snow Licensing service (there are two similar services next to each other on Snow License Manager (SLM) server, please restart both of them).

Troubleshooting License Key Issues

Question – After applying a valid license key why am I seeing the error “The product activation key is invalid.  System has been disabled.”?

• Answer - This error is seen when SLM performed a check of license key validity but found that the details in the database did not match with what is in the Web Configuration Tool. 
• Please see this article for further advice on how to fix this issue.

Question - Snow License Manager - After applying a license key why is the license information not populating and is not retained?

• Please see this article for further advice.

Question - Why is my Snow License Manager 9.7 installation reporting a "The specified license is invalid" error?

• Please see this article for further advice.

Question - What happens if Snow Inventory count reaches the license limit?

• Please see this article for further advice.