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A Licensed Feature Remains Unavailable

A Licensed Feature Remains Unavailable

Diagnosis

Scenario

An administrator applies or expects a license entitlement, but the related feature remains unavailable.

Observed Behavior

The feature is hidden, disabled, or reports a license-related message.

Possible Causes

The active license may not include the required bundle or capacity entitlement, or a prepared file may not have been activated. Account permissions are a separate requirement: a license entitlement does not grant an administrative role.

Prerequisites

  • Identify the affected feature, account, hi version, and displayed license message.

  • License activation and synchronization require Licensing admin. Account-role changes require a User admin.

  • Use the release-specific licensing workflow and retain the Serial Number or Installation ID for the support request.

Resolution

Caution

Do not publish license secrets or include them in the request description. Ask Riedel Customer Success how to provide any sensitive license information they require.

  1. User: Record the unavailable feature and complete displayed message. Ask the licensing administrator to review the active entitlements against License Details.

  2. Licensing administrator: If the active license lacks the required bundle or capacity entitlement, contact Riedel Customer Success through Customer Support. Changing account roles does not add a license entitlement.

  3. Confirm the installation Serial Number. If new entitlements have been granted to an online installation, open System > Licensing, select Sync License, and verify the updated entitlements.

  4. If a prepared license file was supplied, follow Applying a License File. License Preview does not activate the file; complete the supported Upload License workflow.

  5. If the required entitlement is active but the affected account cannot use the feature, ask a User admin to check the role required by that feature.

  6. If the feature remains unavailable, contact Riedel Customer Success through Customer Support. Do not restart services to resolve a license issue without their guidance.

Verify the Result

Confirm that the expected feature is available to an authorized user and that System > Licensing shows the intended Option as Valid.

See Applying a License File for activation, Synchronize an Online License for synchronization, and Access Control for account roles.