An event, such as OS failure, requiring a reimage of your Exacq NVR may leave you with unlicensed exacqVision Server software. If you cannot locate a copy of the emailed license key from the time of purchase, or an exported copy of the .KEY file to use, what should you do?
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Perhaps the simplest method is to follow the steps below.
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If the import fails or you are in need of other licensing information, contact Orders as directed below.
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Orders may be contacted by phone or email. Please be prepared to offer the system’s serial number or licensed MAC address.
+1-317-845-5710 select option 3 for Orders when prompted.
exacqorders@jci.com
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Users entitled to free IP camera licensing from eligible Illustra cameras may easily claim a new license key for their exacqVision system online, without the need to contact Orders.
NOTE: It is best practice to declare your eligible cameras and apply the generated license as a first step during NVR setup to prevent those devices which may be freely licensed from consuming your paid licenses. This will save you time performing additional steps.
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When enabling an IP Device and all licenses are being used for cameras on the ExaqVision Server instance, a user will see an ExacqVision Client message indicating an error; that there are not enough available licenses to add additional devices.
This error message appears via pop-up message or Client Indicator, then does not allow the Client to enable the device and remains disabled. This is capable of happening even when an IP device does not depend on a license.
NOTE: This message will appear when more devices are in the IP Camera List than are currently enabled, then a user attempts to enable more than are currently licensed. If the number of enabled devices already matches that of the number of devices licensed, the New button is disabled.
A user is able to add devices which do not require licensing, regardless of how many licenses are being used and the user should not receive an Indicator or pop-up Error message. This is expected if using an additional IP Device(s) when all licenses are being used.
You may disregard this pop-up and continue as the pop-up suggests, which is to:
If IP device(s) do require a license, then the you must disable the same number of IP devices you are attempting to add from the IP Camera List in order to add more, or you must purchase more licenses.
The number of licenses required per IP device can be found on the device’s test records in the IP Camera Integration database.
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When importing a License from File or Exacq.com and “Server Rejected License Upgrade. Please Fix and Try Again.” error box appears.
License Error: Server Rejected License Upgrade. Please Fix and Try Again
Upon Server start, we scan for all enabled NIC’s and get their MAC addresses. If no MAC is found that matches the current license, we go into unlicensed mode. The same check occurs when trying to import a new license.
3. Make sure NIC has not been Disabled by checking Network Connections
SSA Subscription Expiration Indicator
When the license expires for an exacqVision Server, the software continues to function, and you will see an Indicator letting you know that your SSA (Software Subscription Agreement) has expired.
By default, any user with a user role of ‘Full Admin’ or ‘Power User’ will see this indicator.
When attempting to import a license key using the Import From exacq.com option, an error message “This systems’s MAC address is currently locked out.” is displayed.
From the Configure System page (Configuration > YOUR SERVER > Configure System) select the Import… icon in the License section.
A connections is made to exacq.com and the current license key is downloaded and applied
An error window appears “This systems’s MAC address is currently locked out.”
LKG has a threshold on the number of requests which can be made in a 30-minute time frame. This is based on the requesting machines IP address and is limited to 100 requests. If the threshold is met subsequent requests will be blocked and this error message is displayed.
The 30-minute time frame is on a sliding scale, wait 30 minutes from the first failed attempt and try again.
In the event the issue persists please contact technical support who will work with our LKG team to resolve.
Use Enterprise Manager to manage channel licensing, including moving available channels between ExacqVision servers or allocating from your Enterprise Manager channel pool.