Post on 09-Sep-2020
How to Manage your ATI Software License
Accurate Technologies Inc.
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ATI Global Offices and Contact Details
Corporate Headquarters Accurate Technologies Inc. 47199 Cartier Drive Wixom, Michigan 48393 USA Phone: +1 248-848-9200 Fax: +1 248-848-9016 Global Sales: sales@accuratetechnologies.com Global Support: support@accuratetechnologies.com
Japan: ATI Worldwide LLC Shinjuku Mitsuba Building 5F Nishishinjuku 1-5-11 Shinjuku-ku, Tokyo 160-0023 Phone: +81 3-5325-6222 Fax: +81 3-5325-6223 Sales: sales_jp@accuratetechnologies.com Support: support_jp@accuratetechnologies.com
France: Accurate Technologies SAS 4 Place Louis Armand (Multiburo) 75012 Paris, France Phone: +33 (0) 1 72 76 26 10 Fax: +33 (0) 1 72 76 25 99 Sales: sales_fr@accuratetechnologies.com Support: support_fr@accuratetechnologies.com
Sweden: Accurate Technologies AB Flöjelbergsgatan 14C Mölndal 431 37 Phone: +46 (0) 31-773-7140 Sales: sales_se@accuratetechnologies.com Support: support_se@accuratetechnologies.com
Germany: Accurate Technologies GmbH & Co. KG Terminalstrase Mitte 18 85356 Muenchen, Germany Phone: +49 (0) 89-9700-7121 Fax: +49 (0) 89-9700-7200 Sales: sales_de@accuratetechnologies.com Support: support_de@accuratetechnologies.com
United Kingdom: Accurate Technologies (UK) Limited Unit 7, St. George's Tower Hatley St George, Cambridgeshire SG19 3SH UK Phone: 01767-652-340 Fax: 01767-652-341 Sales: sales_uk@accuratetechnologies.com Support: support_uk@accuratetechnologies.com
India: Accurate Technologies Unit No. 208 to 216, 2nd Floor, Delta Block, Sigma Soft-Tech Park, Ramagondanahalli, Varthur-Hobli, Bangalore - 560066 Phone: +91 80 41694218 Sales: sales_in@accuratetechnologies.com Support: support_in@accuratetechnologies.com
United States: Accurate Technologies Inc. 47199 Cartier Drive Wixom, Michigan 48393 USA Phone: 248-848-9200 Fax: 248-848-9016 Sales: sales_us@accuratetechnologies.com Support: support_us@accuratetechnologies.com
Internet sites:
Corporate Site: www.accuratetechnologies.com
Support Site: www.accuratetechnologies.com/support
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Documentation Control
Document Category: Authors Name: Document Version:
Application Note James Mitchell 1.1
Release Type: Publish Date: Status:
Public 2020-01-13 Released
Document Number: Customer List: DOC-000102 All
Subject: How to Manage your ATI software License
Keywords: ATI License Manage Support Portal Serial Number Machine Fingerprint License File
ATI Copyright Information
© Copyright 2015 Accurate Technologies Inc. Wixom, Michigan
While Accurate Technologies Inc. takes great care to ensure the accuracy and quality of these materials, all
material is provided without any warranty whatsoever, including, but not limited to, the implied warranties of
merchantability or fitness for a particular purpose.
The data in this document may not be altered or amended without special notification from Accurate Technologies
Inc. Under no circumstances may any part of this document be copied, reproduced, transmitted, or translated into
another language without the express written permission of Accurate Technologies Inc.
Information in this document is subject to change without notice. The names and designations used in this
document are trademarks or brands belonging to the respective owners.
Published in the USA
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Contents
1 Overview.......................................................................................................................................................... 6
2 Understanding the ATI Licensing Process ......................................................................................................... 6
3 ATI Licensing: The Numbers ............................................................................................................................. 7
3.1 Serial Number.......................................................................................................................................... 7
3.1.1 Where do I get a Serial Number? ......................................................................................................... 7
3.1.2 What if I lost my Serial Number? ......................................................................................................... 7
3.2 Machine Fingerprint ................................................................................................................................ 8
3.2.1 Where do I get a Machine Fingerprint? ............................................................................................... 8
4 The ATI Support Portal ................................................................................................................................... 10
4.1 Creating an ATI Support Portal account (new users only) ....................................................................... 11
4.2 Restoring access to your ATI Support Portal account ............................................................................. 14
4.3 Logging into the ATI Support Portal ....................................................................................................... 19
5 How to register your ATI software license ...................................................................................................... 22
6 How to view your license details .................................................................................................................... 28
7 How to download your license file ................................................................................................................. 30
8 How to import your license file ...................................................................................................................... 31
9 How to move your ATI software license to a new PC ...................................................................................... 34
10 How to unregister your ATI software license .................................................................................................. 39
11 How to remove your ATI software license information .................................................................................. 42
12 USB Key Licenses ............................................................................................................................................ 45
12.1 USB key license registration benefits ..................................................................................................... 45
12.2 Obtaining the USB key license Serial Number ........................................................................................ 46
12.3 How to Register a USB key license ......................................................................................................... 48
12.4 How to update a USB key ...................................................................................................................... 52
13 Common Licensing Tasks – Frequently Asked Questions ................................................................................ 55
13.1 Licensing ATI software for the first time ................................................................................................ 55
13.2 Upgrading from an older version of ATI software which used license keys............................................. 55
13.3 Upgrading to a newly released version of ATI software ......................................................................... 55
13.4 Moving the ATI software license to a new PC ........................................................................................ 56
13.5 Transferring the ATI software license to another user ........................................................................... 56
13.6 New toolkit was added to the license .................................................................................................... 56
13.7 License not working after PC components were replaced ...................................................................... 56
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14 Troubleshooting ............................................................................................................................................. 57
14.1 Invalid serial number ............................................................................................................................. 57
14.2 Invalid machine fingerprint .................................................................................................................... 57
14.3 License has reached its maximum registered devices ............................................................................ 58
14.4 License is already registered to another user ......................................................................................... 58
14.5 License has been restricted to specific emails ........................................................................................ 58
14.6 The machine fingerprint does not match this computer ........................................................................ 59
14.7 License maintenance expiration does not allow newer version ............................................................. 59
14.8 License Import Failed – Device ID does not match ................................................................................. 60
14.9 License Import Failed – An unknown error occurred .............................................................................. 60
14.10 The license file has expired .................................................................................................................... 61
15 Record of Revisions ........................................................................................................................................ 62
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1 Overview
This document is intended to assist users with managing their ATI software license.
• The procedures and operations described in this document apply to the latest generation of ATI software
available at the time of this document release. This includes VISION 4.0 and later, CANLab 5.0 or later,
any version of Calibration Station, and may also apply to future software products released by ATI.
• For assistance with licensing older versions of ATI software, please contact ATI Support.
• Most of the information and procedures described in this document apply to Designated Device Licenses,
which is the most common license type. For information on managing USB Key Licenses, please refer
directly to the USB Key Licenses section. For assistance with managing other license types, please contact
ATI Support.
• The licensing process may change at any time without notice. Check the ATI Support Portal to ensure you
have the latest version of this document.
2 Understanding the ATI Licensing Process
Here is a general overview of the licensing process:
1. When a company purchases an ATI software license, ATI provides the company with a Serial Number for
that license. The Serial Number, information on the toolkits that were purchased, maintenance expiration
date, and license expiration date (if applicable) are added to the ATI Support Portal licensing system.
2. The company that purchased the license distributes the license Serial Number to the end user.
3. The user installs the corresponding ATI software, and obtains the Machine Fingerprint from the ATI
License Management dialog.
4. The user logs in to the ATI Support Portal, navigates to the My Licenses area, and registers the license to
their Computer using the Serial Number and the Machine Fingerprint.
5. The user downloads a license file from the portal (or has it sent to their email).
6. The user imports the license file into the ATI License Management dialog,
7. The user can now run any version of the software for which the license is eligible (based on the license
maintenance expiration date) with the functionality provided by the specific toolkits that are included
with the license.
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3 ATI Licensing: The Numbers
This section describes the different numbers used in ATI software licensing, and their purpose.
3.1 Serial Number
The Serial Number is the unique number for an ATI software license. ATI provides license Serial Numbers to a
company when licenses are purchased.
• Serial Numbers are not version specific. A license Serial Number can be used with any version of the
software.
3.1.1 Where do I get a Serial Number? End users typically obtain their Serial Number from a person that manages software internally at their company,
such as a manager, license administrator, or IT person.
• Users should retain their license Serial Number for their records.
• ATI software licenses are allocated and distributed by the company that purchased them; ATI Support
does not issue Serial Numbers to end users.
3.1.2 What if I lost my Serial Number? If your company previously provided you with a license Serial Number to use, but you no longer have a record of it,
you may be able to find it through one of the following steps:
1. If you already have a version of the ATI software that is installed and licensed, click the ATI Icon in the
Windows system tray and select Manage Product Licenses to open the ATI License Management dialog.
The Serial Number will be displayed in the dialog.
2. If you no longer have a licensed version of the ATI software installed on your PC, but the license is still
registered in the ATI Support Portal, you can view your license details, where your Serial Number will be
displayed. Unregistered licenses are not available for viewing on the ATI Support Portal.
3. If you are unable to find your Serial Number using one of the previous steps, then you will need to contact
the person at your company who issued you the Serial Number originally and ask them for your Serial
Number.
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3.2 Machine Fingerprint
The Machine Fingerprint is a unique number for your PC that is generated by ATI Client Services. It is used to bind
your license to a particular PC.
• The Machine Fingerprint is automatically generated and cannot be changed.
• NOTE: The Machine Fingerprint is NOT the same as your login ID, network ID, asset tag number, or the
Serial Number from the bottom/back of your PC. If any of these numbers are used for registering the
license, you will receive an error message when registering the license or importing the license file.
3.2.1 Where do I get a Machine Fingerprint? The Machine Fingerprint is automatically generated by ATI Client Services. As such, ATI software must be installed
in order to have access to the Machine Fingerprint. You can download software installers by visiting the Downloads
area of the ATI Support Portal.
The machine Fingerprint is displayed in the ATI License Management dialog. You can view it using the following
steps:
1. Click the ATI Icon in the Windows system tray and select Manage Product Licenses to open the ATI License
Management dialog.
• Alternatively, note that some ATI software products may automatically display the ATI License
Management dialog by default if they are not currently licensed.
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2. The ATI License Management dialog will open, and your Machine Fingerprint will be displayed.
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4 The ATI Support Portal
ATI software licenses are managed using the ATI Support Portal, where you can perform the following operations
to manage your license:
• License Registration - This process registers the license to your PC. Once a license is registered, you can
perform the other license management tasks below.
• View License Details - When your license is registered on the Support Portal, you can view the license
details, which displays information about the license including the license file download link.
• Download license file - When your license is registered on the Support Portal, you can download a license
file to enable the licensed functionality.
• Move License - The move process will transfer the license from one Machine Fingerprint to another,
under the same User Account. This operation is necessary when moving your license to a new PC.
• Unregister License – This process completely unregisters the license from the associated Machine
Fingerprint and User Account. This is necessary when you will no longer be using the ATI software license.
The ATI Support Portal located at https://www.accuratetechnologies.com/support.
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4.1 Creating an ATI Support Portal account (new users only)
If you are a new user and have never used the ATI Support Portal before, you will need to create a new account.
• If you have an account on the ATI Support Portal, but do not know your login information, do NOT
attempt to create a new account. See Restoring access to your ATI Support Portal account.
1. Navigate to the ATI Support Portal located at https://www.accuratetechnologies.com/support.
2. Click the Register link in the bottom right-hand corner of the page
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3. Enter all required information, and click the Register button.
• Important: Please retain your ATI Support Portal login information for your records. You will need
this information to manage your ATI software license in the future.
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4. A Verification email will be sent to the email address specified in the previous step. Click on the link
provided to verify and complete the account registration processes.
• When the verification process is complete, the system will automatically log you in for the first time.
Future logins will require clicking the Sign In link, in the upper right-hand corner of the ATI Support
Portal site.
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4.2 Restoring access to your ATI Support Portal account
If you have an account on the ATI Support Portal, but do not know your login information, do NOT attempt to
create a new account. You can restore your access to the ATI Support Portal using the process described in this
section. Please retain your ATI Support Portal login information for your records. You will need this information
to manage your license in the future.
1. Using your internet browser, navigate to the ATI Support Portal located at
https://www.accuratetechnologies.com/support.
• Using the latest available version of your internet browser is recommended.
• For best results, maximize your browser window so that the information on the ATI Support Portal is
readily visible.
2. Click the Sign In link in the upper right-hand corner of the page.
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3. Click the Reset Password button.
4. The following page will be displayed. Enter your email address and click the Send Reset Link button.
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5. The page will refresh with the following information.
6. If your email address is associated with a User Account, you should receive an email with a password reset
link. Click on the password reset link.
• If you do not receive an email, be sure to check your junk mail folder.
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7. The following page will be displayed. Enter your email address, your new password, and confirm
password. Then, click the Change Password button.
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8. Your password will be reset, and the page will refresh to the main Accurate Technologies website. You are
now logged into the site. Click Support to return to the ATI Support Portal (if desired).
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4.3 Logging into the ATI Support Portal
Use the following process to log into the ATI Support Portal:
1. Using your internet browser, navigate to the ATI Support Portal located at
https://www.accuratetechnologies.com/support.
• Using the latest available version of your internet browser is recommended.
• For best results, maximize your browser window so that the information on the ATI Support Portal is
readily visible.
2. Click the Sign In link in the upper right-hand corner of the page.
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3. Enter your email address and password and click the Login button.
• You can check the Keep me logged in box, if desired.
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You are now logged into the ATI Support Portal.
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5 How to register your ATI software license
Registering your license on the ATI Support Portal associates the license with your Machine Fingerprint in the ATI
Licensing System, which allows you to download a license file to run all versions of software for which the license is
eligible.
1. Log into the ATI Support Portal located at https://www.accuratetechnologies.com/support
2. Click on My Licenses
3. Click the Register New License button
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4. Select I have my Serial Number, and click Next
• Note: you may need to scroll down in your browser to see the “Register My License” area.
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5. Enter your Serial Number and click Next.
• If you do not have a Serial Number, see Where do I get a Serial Number?
• If you receive an error, proceed to the Troubleshooting section.
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6. Obtain the Machine Fingerprint from the ATI License Management dialog.
• For more information, see Where do I get a Machine Fingerprint?
• In most cases, it is convenient to copy the Machine Fingerprint to the Windows Clipboard for pasting
into the necessary field on the ATI Support Portal (next step).
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7. Enter the Machine Fingerprint obtained in the previous step. Optionally, you may also enter a note
describing the computer or location where the license will be used, which is useful for tracking purposes.
Click Next.
• The Note field is not validated in any way for the purpose of licensing. This optional information
is stored on the ATI Support portal with the license registration for reference in the future.
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8. The page will refresh after it has finished processing the information, and your license information will be
displayed.
• If you receive an error message, proceed to the Troubleshooting section.
9. Click the Download license file link and save the file to a known location on your hard drive.
• Optionally, you can click the Email me this information link to have the license information and
license file emailed to you.
• License keys may be listed for older versions of ATI software. Contact ATI Support if you need
assistance with licensing an old version.
10. Once you have saved the license file to your PC, proceed to How to import your ATI license file.
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6 How to view your license details
If your license is registered on the Support Portal, you can view the license details. This displays information about
the license, including the license file download link.
1. Log into the ATI Support Portal located at https://www.accuratetechnologies.com/support
2. Click on My Licenses
3. The My Licenses page will be displayed.
• If you have more than one license registered, click on the desired license.
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4. The License Detail area will be displayed.
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7 How to download your license file
After the initial license registration process, downloading a new license file is necessary when the license has been
updated. For example, this is necessary when your company has extended the maintenance on your license
allowing you to upgrade to newer versions of ATI software, or when a new toolkit has been added to your license.
1. View your License Details.
2. Locate the Download license file link. Click the link and save the file to a known location on your hard
drive.
• Optionally, you can click the Email me this information link to have the license information and
license file emailed to you.
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8 How to import your license file
Importing the License File allows you to run any version of the corresponding ATI software for which the license is
eligible (based on the license maintenance expiration date) with the functionality provided by the specific toolkits
that are included with the license.
1. Click the ATI Icon in the Windows system tray and select Manage Product Licenses to open the ATI
License Management dialog.
Alternatively, note that some ATI software products may automatically display the ATI License
Management dialog by default if they are not currently licensed.
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2. Click the Import License File button, and browse to select the License File.
• Alternatively, you can select License → Import License File and browse for the license file.
• The License File can also be imported by dragging it and dropping it into the Product licenses area of
the dialog.
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3. The following message will be displayed. Click the OK button.
• If you receive an error message, proceed to the Troubleshooting section.
4. Your license information is now displayed in the dialog.
• If your ATI software is currently open, you must close and restart the software for the changes to
take effect.
5. Click the Close button to exit the ATI License Management dialog.
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9 How to move your ATI software license to a new PC
The move process will transfer the license from one Machine Fingerprint to another, under the same User
Account. This operation is necessary when moving the license to a new PC. The process may also be necessary
when components of your PC have been replaced, causing the Machine Fingerprint to change.
1. Log into the ATI Support Portal located at https://www.accuratetechnologies.com/support
2. Click on My Licenses
3. The My Licenses page will be displayed.
• If you have more than one license registered, click on the desired license.
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4. The License detail area will be displayed. Click the Move button.
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5. On the new PC, obtain the Machine Fingerprint from the ATI License Management dialog.
• For more information, see Where do I get a Machine Fingerprint?
• In most cases, it is convenient to copy the Machine Fingerprint to the Windows Clipboard for pasting
into the necessary field on the ATI Support Portal (next step).
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6. The following screen will be displayed. If you agree to the terms, then check the box, enter the Machine
Fingerprint of the new PC (obtained in the previous step), and click the Move button.
• Note: The ATI Licensing agreement requires that the software has been “uninstalled or rendered
unusable” on the PC it is being moved from. See How to remove your license information for more
information.
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7. The page will refresh and display the license information for your new PC. Click the Download license file
link and save the file to a known location on your hard drive.
• Optionally, you can click the Email me this information link to have the license information and
license file emailed to you.
• License keys may be listed for older versions of ATI software. Contact ATI Support if you need
assistance with licensing an old version.
8. Once you have saved the license file to your PC, proceed to How to import your license file.
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10 How to unregister your ATI software license
This process completely unregisters the license from the associated Machine Fingerprint and User Account. This is
necessary when you will no longer be using the license. For example, you would unregister the license before
transferring the license to another user, so that the user can register the license under their User Account.
• Unregistering the license is not required for obtaining an updated License file to use new versions of ATI
software. See Upgrading to a newly released version of ATI software.
• If you are moving the license to a new PC, using the move process is much more convenient than
manually unregistering and re-registering the license.
1. Log into the ATI Support Portal located at https://www.accuratetechnologies.com/support
2. Click on My Licenses
3. The My Licenses page will be displayed.
• If you have more than one license registered, click on the desired license.
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4. The License detail area will be displayed. Click the Unregister button.
• Make sure you have a record of your license before you unregister, since the license will no
longer be viewable in the Support Portal once it is unregistered.
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5. The following screen will be displayed. If you agree to the terms, check the box and click the Unregister
button.
• The Cancel button does not unregister the license: it cancels the process and returns to the
License Detail screen. The license will still be registered.
• Note: The ATI Licensing agreement requires that the software has been “uninstalled or rendered
unusable” on the PC it is being unregistered from. See How to remove your ATI software license
information for more information.
6. The license is now unregistered. You will be returned to the My Licenses area, where the license will no
longer be listed.
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11 How to remove your ATI software license information
Removing your license information will return your ATI software to an unlicensed state on the PC. This is necessary
when you will no longer be using the ATI software license on the PC. For example, you would remove the license
information from the PC when the license is unregistered for transfer to another user, or when moving the license
to a new computer.
Although it is good practice for IT departments to ‘wipe’ PCs before they are re-deployed, this does not always
occur. Completing the steps in this section prior to turning in an old PC prevents other users from improperly using
your license.
1. Click the ATI Icon in the Windows system tray and select Manage Product Licenses to open the ATI
License Management dialog.
• Alternatively, note that some ATI software products may automatically display the ATI License
Management dialog by default if they are not currently licensed.
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2. In the License Management dialog, under Product Licenses on the left-hand side, right-click the license
and select Remove License Information.
3. The following prompt will be displayed. Click the Yes button.
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4. The license has been removed.
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12 USB Key Licenses
USB key licenses are different from other ATI license types. To allow the license to be shared between different
PC’s, a USB key or dongle contains the license information. Connecting the USB key to a USB port on the PC
enables the licensed ATI software functionality. When a USB key is connected, it overrides any Designated Device
license that is present on the PC. This allows for configurations where (for example) multiple users have their own
Designated Device License for basic functionality and share a USB Key License with advanced functionality that is
only needed occasionally.
Note: the corresponding ATI software must be installed on the PC in order to have the proper drivers for your USB
key as well as ATI Client Services, which provides the ATI License Management functionality described in this
section. You can download software installers by visiting the Downloads area of the ATI Support Portal.
12.1 USB key license registration benefits
Registering a USB key license on the ATI Support Portal provides the following benefits:
• Some downloads on the Support Portal are only accessible to users with a registered license.
Registering the USB key license provides access to these downloads.
• Once the USB key license is registered, a license file can be downloaded for updating the USB key.
This is sometimes necessary (for example) when the license maintenance has been extended, or
when a new toolkit is purchased and added to the license.
Since a USB key can shared by multiple users, the ATI Support Portal allows multiple users to register the license.
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12.2 Obtaining the USB key license Serial Number
Each USB key license has a Serial Number associated with it. As with other license types, the Serial Number is
required for registering the USB key license.
If you do not have a record of the Serial Number of your USB key license (from the paperwork included with your
USB license or otherwise) you can obtain the Serial Number from the ATI License Management dialog when the
USB key is connected to the PC.
1. Connect the USB key to a USB port on your PC
2. Click the ATI Icon in the Windows system tray and select Manage Product Licenses to open the ATI
License Management dialog.
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3. The ATI License Management dialog will open, and the USB key license Serial Number will be displayed.
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12.3 How to Register a USB key license
1. Log into the ATI Support Portal located at https://www.accuratetechnologies.com/support
2. Click on My Licenses
3. Click the Register New License button
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4. Select I have my serial number, and click Next
• Note: you may need to scroll down in your browser to see the “Register My License” area.
5. Enter the Serial Number of the USB key and click Next.
• If you do not have the Serial Number for the USB key, see Obtaining the USB key license Serial
Number.
• If you receive an error, proceed to the Troubleshooting section.
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6. If desired, you may also enter a note describing the computer or location where the license will be used,
which is useful for tracking purposes. Click Next.
• The Note field is not validated in any way for the purpose of licensing. This optional information is
stored on the ATI Support portal with the license registration for reference in the future.
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7. Registration is complete. The page will refresh after it has finished processing the information, and your
license information will be displayed.
• If you receive an error message, proceed to the Troubleshooting section.
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12.4 How to update a USB key
When a USB key license has been updated in the ATI Support Portal licensing system, the USB key must be
reprogrammed with the new information. For example, this is necessary when your company has extended the
maintenance on your license allowing you to upgrade to newer versions of ATI software, or when a new toolkit has
been added to your license.
1. If the USB key license is not registered to your ATI Support Portal account, follow the process described
under How to Register a USB key license.
2. View your license details
3. Download your license file
4. Connect the USB key to a USB port on your PC.
5. Click the ATI Icon in the Windows system tray and select Manage Product Licenses to open the ATI
License Management dialog.
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6. The ATI License Management dialog will be displayed. Under Product Licenses, right-click the USB license
and select Update key with new license.
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7. Browse and select the license file that you downloaded in Step #3.
8. The following confirmation dialog will be displayed. Click the Yes button to proceed.
9. The following message will be displayed, indicating that the USB key was successfully updated.
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13 Common Licensing Tasks – Frequently Asked Questions
13.1 Licensing ATI software for the first time
QUESTION: I am licensing ATI software for the first time. What is the process?
ANSWER: Follow the process described in the section How to register your ATI software license.
13.2 Upgrading from an older version of ATI software which used
license keys
QUESTION: I want to upgrade from an older version of ATI software that used license keys. What do I need to do?
ANSWER: With older versions of ATI software that used license keys, a “Computer ID” was used for licensing
instead of a Machine Fingerprint. In order to download a license file required to run a newer version, the license
must be re-registered using the Machine Fingerprint.
1. Install the newer version of ATI software, and obtain the Machine Fingerprint from the ATI License
Management dialog.
2. Follow the Move Process to re-register the license using the Machine Fingerprint.
13.3 Upgrading to a newly released version of ATI software
QUESTION: I want to upgrade to the latest version of ATI software. What do I need to do for my license?
ANSWER: Your license is eligible to run any version of the ATI software that is released prior to the
Maintenance/Support Expiration Date:
1. View your License Details on the Support Portal and verify that the license is eligible to run the desired
version of ATI software.
• If your license is not eligible to run the desired version of ATI software, contact the license
administrator at your company about extending the maintenance on your license.
2. To ensure the license on your PC is up to date, download your license file and import it into the ATI
License Management dialog.
• Note: If the Maintenance expiration date in the ATI License Management dialog on your PC matches
the Support Expiration Date for the license under License Details on the Support Portal, this step is
not necessary and the license on the PC is already up to date.
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Once you have verified that your license is eligible to run the new version of ATI software, and the license on your
PC is up to date, then you can install and run your desired version of the ATI software.
13.4 Moving the ATI software license to a new PC
QUESTION: I had ATI software licensed on my old PC, and then I received a new PC. What do I need to do to get
the ATI software licensed on my new PC?
ANSWER: The new PC will have a different Machine Fingerprint than the old one, requiring a different license file.
You must use the move process to transfer the license to the new Machine Fingerprint.
13.5 Transferring the ATI software license to another user
QUESTION: I need to transfer my ATI software license to someone else at my company. What is the process?
ANSWER: Unregister the license, using the process described in the section How to unregister your ATI software
license. Once the license is unregistered, it is free to be registered by someone else using the process described in
the section How to register your ATI software license.
13.6 New toolkit was added to the license
QUESTION: A new toolkit was purchased for addition to my license. How do I enable it?
ANSWER: Once the information from your purchase has been processed and added to the ATI Support Portal
Licensing System, you can enable the new toolkit on your PC by downloading an updated license file and importing
it into the ATI License management dialog.
13.7 License not working after PC components were replaced
QUESTION: My PC motherboard (or other component) failed and was replaced, and my ATI software license no
longer works. How do I get my ATI software license working again?
ANSWER: When a PC component such as a motherboard is replaced, the Machine Fingerprint of the PC may
change, requiring a new license file. The process is the same as moving the license to a new PC: you must use the
move process to transfer the license to the new Machine Fingerprint.
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14 Troubleshooting
14.1 Invalid serial number
PROBLEM: The Serial Number entered into ATI Support Portal is not valid.
SOLUTION: Verify that the serial number that you entered is correct and formatted properly, including the
dashes. Example: 000-00020-092490-896244. If the license was provided to you by a license administrator at
your company, ask them to check and make sure the number is correct.
14.2 Invalid machine fingerprint
PROBLEM: The Machine Fingerprint entered into ATI Support Portal is not valid.
SOLUTION: Verify that you are using the correct machine fingerprint, as displayed in the ATI License
Management dialog. For more information, please refer the Machine Fingerprint section.
Ensure that the Machine Fingerprint you are entering is formatted properly. Example: 1221022//85E7-B463-
6B99-BD2F-A955-7C27-5092-40A0.
• NOTE: The Machine Fingerprint is NOT the same as your login ID, network ID, asset tag number, or
the Serial Number from the bottom/back of your PC. See the Machine Fingerprint section for more
information.
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14.3 License has reached its maximum registered devices
PROBLEM: An ATI software license can only be used on the number of PC’s allowed by the license – and this
license has reached its maximum.
SOLUTION: If you are moving the license to another PC, use the move process. If you need to use ATI software
on additional PC’s beyond the number allowed by the license, then you would need to obtain an additional
license (contact the license administrator at your company).
14.4 License is already registered to another user
PROBLEM: The ATI software license Serial Number you are attempting to register is already registered under a
different User Account.
SOLUTION: If the license was previously being used by someone else, ensure that they have followed the steps
under How to unregister your ATI software license. If the license was provided to you by a license
administrator at your company, ask them to check and see if the license is being used by someone else.
14.5 License has been restricted to specific emails
PROBLEM: The license administrator at your company has restricted the license to specific email address
domains.
SOLUTION: Make sure to use your company-assigned email address for registering the license – not a personal
email address.
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14.6 The machine fingerprint does not match this computer
PROBLEM: The machine fingerprint of the PC has changed since the license file was applied. This can occur
when certain components of the PC are replaced, such as the motherboard.
SOLUTION: Use the move process to register the license under the new machine fingerprint.
14.7 License maintenance expiration does not allow newer version
PROBLEM: The version of ATI software you are attempting to run was released after the license maintenance
expiration date in the license on your PC.
SOLUTION: View your license details, and look under License Details to see if your maintenance has been
extended beyond the ATI software release date:
• If your maintenance has been extended, then download your updated license file and import it into the
ATI License Management dialog.
• If your license maintenance has not been extended, contact the license administrator at your company to
ask about extending the maintenance on your license.
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14.8 License Import Failed – Device ID does not match
PROBLEM: The Machine Fingerprint used to register the license does not match the computer.
SOLUTION: View your license details, and compare the registered Machine Fingerprint to the Machine
Fingerprint displayed in the ATI License Management dialog. If you registered your license using the wrong
Machine Fingerprint, use the Move process to move your license to the correct Machine Fingerprint.
14.9 License Import Failed – An unknown error occurred
PROBLEM: The License File you are attempting to import is invalid or corrupt.
SOLUTION: Verify that you are using a valid license file. Occasionally, files can become corrupt when
transferred over a network. If you received your license file as an email attachment, try downloading your
license file directly from the My Licenses area of the Support Portal (or vice-versa).
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14.10 The license file has expired
PROBLEM: You were using a non-perpetual license, which has expired.
SOLUTION: First, check and make sure that the license file you are using on your PC is up-to-date. View your
license details, and check the License Expiration Date:
• If the License Expiration Date displayed on the Support Portal is later than the License expiration
displayed in the ATI License Management dialog on your PC, then download your updated license file and
import it into the ATI License Management dialog.
• If the License Expiration Date displayed on the Support Portal is the same as the License expiration
displayed in the ATI License management dialog on your PC, then the license is expired. Contact the
license administrator at your company about having your non-perpetual license extended.
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15 Record of Revisions
Date Revision Description Revised By Affected Pages
9/23/19 1.0 Initial Release J. Mitchell All
1/13/20 1.1 Revision J. Mitchell 6, 52