No ratings Portal License Key Requests - Requesting and Managing Server License Keys Portal License Key Requests - Requesting and Managing Server License Keys

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This document discusses the methods customers can use to manage their server licenses, including obtaining, updating, and troubleshooting issues surrounding license keys. This document is intended only as a summary of licensing information described in more details in other documentation and resources ( installation document, licensing contracts, and online resources (e.g. Forum and the KnowledgeBase).


 Introduction Licensing Overview

 Requesting License Key

 Implementing/Installing K2 License Keys

 Troubleshooting License Keys


This article highlights the options customers have at their disposal to manage their server licenses. It covers obtaining, updating, and troubleshooting general issues surrounding the licensing models.
Since this article is a summary of Licensing information, please refer to the following documentation resources for more detailed information:
  • Installation document
  • Licensing Contracts
  • Online resources (e.g. Forum and the Knowledgebase)
Note: The Licensing process is administered by the Sales Teams and not the Support teams. Please refer to the "Status/Escalation" section at the end of this document for all Licensing inquiries. Installation Recommendation
It is strongly recommended that all settings and configuration information be captured during the installation of in order to replicate the installation conditions at a later time. Information that should be captured is the System/Machine Key and the License Key in order to facilitate the server rebuild as quickly as possible. To avoid unnecessary delays (e.g. resubmitting a request for a key) retain all key information.

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Detailed below in the table are the 3 available licensing models. Each model has certain advantages which will benefit companies. Please ensure that you evaluate your business requirements in relation to the licensing model factoring in potential growth that may occur within your organization. License Type Generated Real-Time Renewable Description
Trial (Evaluation) 1 Yes No Used for evaluating functionality and Proof of Concepts (POCs). Can be used in the short term e.g. in emergency server rebuilds.
Managed User No Yes 3 Preferred licensing model when number of users is finite or fixed. Also used in Development environments to perform unit testing.
CPU (Server) No Yes 3 Most common and flexible licensing model. Allows for an unlimited number of users to participate in workflow processes.
1 = VPC's uses a Trial Key expiring on a quarterly basis.
2 = Referred to in this document as "expiring" or "temporary" keys.
3 = Referred to in this document as "non-expiring" or "permanent" keys.
* May be extended by Sales team in special cases. This is not an automated ("Real-Time") option.
Each licensing model allows for scaling from 1 to many processors. If a license is a single CPU (processor) license, but installed on a multiple CPU (processor) machine, only one CPU (processor) will be utilized by The 2003® Service Manager console specifies which CPU(s) must be used.
Dependencies between Servers and License Keys
The License Key is constructed as illustrated below :
* proprietary algorithms are used to generate these keys. The detailed elements are not available or disclosed.
Note: License keys can only be requested once per a machine (based on the machine's System Key).
Managing Server Change Impact on License Keys
Any changes to major components of the server (e.g. Hostname or Hardware changes), will result in the system/machine key changes. If the system/machine key changes, the License Key will be considered invalid by Service Manager, causing the server to fail to load.
Should a change occur in the server's core components, a new License Key must be generated.

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Requesting License Key
Generation of a License Key is performed by the Sales team. To obtain your license you need to submit a License Key request for a new License along with your system's ID for the request to be successful.

The system's ID can be captured during the installation of If unobtainable, it can also be access from the Service Manager.
  1. Open the transaction database ("K2")
  2. Update the license value in the "_Server" table for the respective Server.
  3. The current machine Id can be found in the [ ] field/column.
  4. Stop and restart the Server Service
Note: This value will no longer be valid if there has been a hardware modification to the machine. The Machine Key is based on various hardware specifications that may no longer be accurate.
Trial/Evaluation Key (Temporary/Key Expires)
  1. Open Internet Explorer
  2. Go to: Trial Key
  3. Capture the required user/company information.
  4. Enter the System Key referenced in the Installation.
The Trial Key will be populated and displayed on the current web page.
Named User and CPU License Keys (Permanent Keys/Non-Expiring)
  1. Open Internet Explorer
  2. Go to:
  3. Enter the user information (if not pre-populated)
  4. Select the License type
  5. Enter the Machine/System Id
The assigned Account Manager will generate a License Key and email the designated representative.
Obtaining Emergency Keys
The Trial Key is generated by an automated system and is therefore available immediately on completion of the request (see steps above: Trial/Evaluation Key ) and can be used to get the Server running for a 90 day Trial period. The License Key can then be updated with the permanent, non-expiring key.

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Note: Remember to submit a request for a new permanent License Key ASAP to return the system to the correct operational status.

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Implementing/Installing License Keys
The following section describes how to implement/install the License Keys on to the server.
Installing License Key during Installation Process
The System Key is generated and presented during the installation of Server.
1) Copy the machine's System Key
2) Do a request for a License Key
3) See "Requesting License Key" on how to obtain a License Key
Updating a License Key using Service Manager
To access the form for maintaining the License Key, follow the steps below:
1) Open Service Manager
2) Select the required Server
3) Right-click and select "Properties"
4) Select the "General" tab Properties
5) Enter the License Key information
Note: Remove any dashes (-) and spaces from the License Key before pasting into the License Key field.
6) Click "Update" to save the changes
7) Click "Ok" to close the Server Properties dialog
😎 Stop and restart the Service Manager
Entering the License Key Directly into K2 Transaction Database
As a best practice this option should only be used as a last resort should all other methods of updating the License Key fail.
To retrieve this information, do the following:
  1. Click "Start>Microsoft SQL Server>Enterprise Manager"
  2. Expand the tree until such time as the "Databases" folder appears
  3. Expand the "Databases" folder and locate the "K2" database
  4. Locate the "Tables" icon and double click it
  5. Locate the table "_Server"
  6. Right click on the table and then select "Open Table>Return all rows"
Important: Back up the transaction ("K2") and Log ("K2Log") databases prior to making any changes to the databases.
Note: The example above lists two Servers hosted by a single (K2 and Log) database. In a clustered environment always confirm that changes are made the correct Server.

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Troubleshooting License Keys
The topics below describe the most common scenarios relating to License Keys.

Note: It is recommended that during the initial installation of that all configuration settings are captured and saved in case disaster recovery is necessary - this includes retaining the Licensing Key and Machine Key information.
Invalid License Key
These are the most common factors that are known to cause the "Invalid License Key" error (see below).
  • Dashes (-) in the Key were not removed before pasting into the Key field.
  • The Key entered does not apply to the System/Machine key for the current server.
  • The Key was entered incorrectly. Make sure that the Key entries are correct. does not use "O" (alpha character) - it only uses numeric zeros (0).
Server Rebuilt (No System Changes)
The previous License Key implemented can be on the restored server.
Note: This step may not be required if the K2 databases were also restored since the database contains a reference to the License Key.
Server Rebuilt (System Changes)
Most hardware changes will affect the System/Machine Key thereby affecting the License Key associated with it. A new License Key will therefore need to be generated.
Users exceed the number of licenses available
Any process with more destination users than licensed users will automatically go into an Error state when the process is run.
Note: The Managed User Licensing model is based on unique Destination Users defined in processes. Refer to the 2003 Installation documentation for more details on this licensing model.
Either purchase more user licenses, or alter the process definitions to ensure the number of Destination Users assigned Worklist tasks does not exceed the number allowed by the License.
Trial Key Expired
Trial Keys are intended for evaluating software and therefore have a limited lifespan. Once the Trial Key has expired, customers are expected to either purchase or abandon their evaluation of the software. Extensions to Trial versions of can therefore only be allowed on an exception basis by the Sales team. See "Status/Escalation" section later in this document for contact information.
Training VPC License Key Expired License Keys for VPCs (Virtual Personal Computers) are set to expire every 90 days. If the VPC has expired, obtain the current License Key from the Regional Sales team for the specific VPC (there may be multiple versions where the System/Machine Key may be differ across VPCs). Please provide the VPC's version information with the Key request. License Keys for VPCs may not be granted depending on the conditions/use of the VPC's usage. Service Manager Option not available
The most common method for updating a License Key is through the Service Manager. However in some circumstances, access to the feature to update the Licensing Key through the Service Manager may not be possible ( Service Manager available due to licensing expiration or user limit exceeded. (see Updating a License Key using Service Manager)
Lost License Key for Machine users who have Portal accounts can look up existing Server License Keys via the Portal's License Key search feature. If this feature is not available, contact the Sales team to obtain a copy of previous License Key defined/distributed associated with your organization. Please provide the server's Machine/System Key with such requests.

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The License Keys are handled by's regional team members. They will approve/decline the Key request usually within 3 business days (typically this is within 8 hours).



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Last update:
‎03-15-2022 04:07 AM
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