When importing a License from File or Exacq.com and “Server Rejected License Upgrade. Please Fix and Try Again.” error box appears.
Products
exacqVision Server
exacqVision Client
exacqVision Web Server
Steps to Reproduce
Open exacqVision Client
Go to Server drop down and select select Configure System
On System Tab click import button:
Select From File if downloaded License File Key exists
Select From exacq.com to pull registered License Key information automatically
Results
License Error: Server Rejected License Upgrade. Please Fix and Try Again
Causes
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.
At times a user may disable a NIC they aren’t using for communication, but when this takes place it also removes it from our license check.
Also sometimes the MAC address may not match when they requested the license.
Troubleshooting Steps
Check to make sure Internet Access is Available
Make sure MAC Address matches the MAC Address registered to License
If you are not sure of MAC Address, to confirm:
On Windows OS open Command Prompt:
Type: ipconfig /all
On Linux OS open Terminal:
Type: ip a
After your query, confirm MAC Address is correct.
3. Make sure NIC has not been Disabled by checking Network Connections
Go to Control Panel
Click Network and Internet
Click on Network Sharing Center
Click on Change Adapter Settings
Right Click on NIC in use
If Disabled:
Go to Services
Right Click on exacqVision Server and Restart
Go back to NIC and Re-Enable
Logs
License Logs after Disabling/Enabling NIC and restarting exacqVision Server ServiceStatus updates to Bad/Invalid License – Check Server Network Adapter
The exacqVision software reads the MAC addresses for all network interfaces seen by the computer’s operating system and verifies that the license file matches the MAC address from one of the enabled NICs.
NOTE: The interface with the licensed MAC address must be enabled in the operating system.
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What If my NIC’s are Bonded or Teamed?
You can still license the MAC address of any one of the NIC’s installed on the system including the MAC of the Bonded/Teamed NIC.
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Can I license a virtual MAC address?
Yes, you can license any Network Interface Card or Virtual MAC address.
NOTE: If using VMware ESXi virtual environment, it is advised that when initially configuring this environment in order to host exacqVision systems – that a unique ID be configured for this environment (also known as “vCenter Server instance ID”). It is advised to not leave these on default settings for the locally administered MAC addresses – as these may already be in use. Leaving this on the default settings will generate MAC addresses for these virtual machines that may match systems already licensed for exacqVision use, causing potential licensing conflict.
When an EasyConnect camera is plugged into an Una POE port, the camera is automatically discovered, but never automatically addressed. This is due to the camera being discovered with an empty MAC address.
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Workaround
This issue is intermittent, so clicking to rescan or unplugging and re-plugging the camera back into the POE port may result in discovering the camera with a MAC address, which allows addressing and connection to continue.
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Resolution
Update to exacqVision Server 7.2.3.88532 or higher
exacqVision licenses are generated based on the MAC address of the server. This document describes how to determine the MAC address of a computer.
Licensed exacqVision server
To find the MAC address of an existing, previously licensed exacqVision server, the simplest method is to run the exacqVision Desktop Client and click the Config button from the top-left toolbar.
You may choose one of the following:
Option 1 – Systems
From the left-hand navigation panel, click on the Systems node at the top of the tree. The Systems panel displays a list of all added systems. MAC addresses for each system may be found in the MAC Address column.
If you do not see the MAC Address column, right-click on the column headers and toggle this column on/off from the view. Depending on the screen size you may also scroll right and left in this panel.
Option 2 – Configure System
From the left-hand navigation panel, expand the name of the server and click on the Configure System node. Click on the System tab across the top of the page. The licensed MAC Address is displayed near the license key field.
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Unlicensed server
On an unlicensed system the System tab on the Configure System page, shown in Option 2 of the Licensed exacqVision Server section above, will simply display the lowest value MAC address in the list of MAC’s found on the operating system.
If you have a brand new exacqVision Server that has no license applied yet but wish to contact Orders to add more camera licenses, which MAC should you provide? Many of our systems provide multiple network interfaces labeled Data. To avoid confusion and take advantage of any complimentary licensing** already assigned to your system we strongly recommend you stick to using the MAC for the interface labeled Management. You may also use the exacqVision License Retrieval tool to look up information for the most recently purchased license generated for your system by entering the system’s Serial Number.
For those installing exacqVision Server software on third-party machines, the interfaces do not have these labels and you may license any MAC you wish. Please review Which MAC address can I license? if you have questions about this.
Whether a Build-By-Exacq (BBE) system or third-party hardware, you can find the MAC Address for each network interface using multiple methods, seen below.
** Complimentary licensing may comprise of a given number of licenses included with the purchase of BBE hardware or licenses offered through the Illustra Advantage program.
Option 1 – exacqVision Client
Open the exacqVision Client software.
Navigate to the Configuration screen by clicking the cog wheel icon in the upper-left corner of the window.
Expand the server node on the left-hand navigation tree and select Configure System nested beneath it.
Select the Network tab from the top of the Configure System page.
Each enabled network interface detected by the operating system is listed in the Interfaces panel. Selecting them displays the Status, IP Address, and MAC address for each.
Option 2a – PowerShell on Windows
While, running ipconfig within CMD does list MAC addresses, it does not list the interface labels. Using PowerShell is just as simple and provides a command to find label and its MAC.
Open the Windows Start menu and type ‘PowerShell’, then select Windows PowerShell from the results.
At the command prompt, enter the following command: Get-NetAdapter -Name *
The results list the name of each interface, allowing you to find the Management interface, as well as the MAC in the MacAddress field, and status.
NOTE: We strongly recommend keeping licensing tied to the Management interface. Data interfaces are best to leave unlicensed to avoid confusion and be used for camera traffic or in some cases archiving/iSCSI use. Users of X-Series systems should avoid licensing MAC addresses used by iDRAC interfaces.
Option 2b – Terminal on Ubuntu Linux
Open the Terminal program.
At the prompt, type ifconfig and press Enter.
Locate the entry for Mgmt_Port.
The MAC address for this interface is found in the HWaddr field, as seen in the below example.
The exacqVision VMS software licenses a specific number of channels to a key based upon the server NIC’s MAC address.
A license includes the maximum number of IP devices, an SSA period for software updates, analog video channels for Hybrid NVRs, and the functional level for the software. The functional levels are:
If you have multiple NICs, the MAC address of only one NIC must be licensed. MAC addresses of the individual cameras are not required for a valid license.
A license key is valid for the period chosen when ordering. This license key includes a Software Subscription Agreement (SSA) allowing the software to be updated to versions released prior to the expiration date. Updates add new functionality and features, and may address bug fixes.
When an exacqVision SSA expires, no functionality of the software is lost. The system will continue to operate as is, but you will no longer be able to update to newer versions as they are released.
Additional years of SSA are available for purchase at the time of initial purchase or at a later time.
A new license key may be imported to expand he number of connected cameras, enhance the feature level, or extend the SSA period without restarting the software.
Yes. The ExacqVision software reads the MAC address for all the NICs in the computer and verifies that the license file matches the MAC address from any one of the NICs.
