Licensing
Licensing
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Troubleshooting

Direct all support requests, Portal issues, and suspected defects to Riedel Customer Success.

Cannot Sign In

  1. Confirm the Portal URL is https://licensing.riedel.net/.

  2. Confirm the email address is the provisioned Portal identity.

  3. Select Forgot your password? if the password is unknown.

  4. If verification fails or no Customer Account appears, contact Riedel Customer Success.

Verification Code Does Not Arrive

  • Confirm the email address.

  • Check junk and quarantine folders.

  • Use Send new code if available.

  • Avoid repeated registrations with alternate addresses.

  • If the code still does not arrive, contact Riedel Customer Success.

Expected Customer Account or Device Is Missing

  • Confirm the Customer Account shown. If more than one is available, select the expected Customer Account.

  • Clear all filters.

  • Search by Product or the Device’s Serial Number.

  • Ask an Account Administrator to confirm Customer Account access.

  • If the Device is still absent, contact Riedel Customer Success.

Product, Model, or Version Is Not Supported or Listed

  1. Review Supported Products and Licensing Methods .

  2. Confirm the exact Licensed Product, Model, and installed Product Version.

  3. Do not use a Portal workflow, Request File, License File, or renewal procedure from another Product, Model, or Product Version.

  4. Contact Riedel Customer Success for guidance.

A Portal Area or Control Is Missing

  1. Confirm the Portal shows the required Customer Account.

  2. Confirm the action’s permission requirement:

    • Admin and all Account User changes require Authorize Admin.

    • Device Group creation, editing, deletion, and assignment require Authorize Admin.

    • Flex assignment operations require Authorize Admin or Authorize Flex.

  3. Ask an Account Administrator to review your Account User settings under Admin.

  4. Sign out and sign in again after a permission change.

  5. If the permission is assigned but the control remains unavailable, contact Riedel Customer Success.

See Administration for the Authorize Admin permission boundary and assignment procedure.

Device Identity Lease Will Expire Soon

Device Identity Lease Is Expired

Upload Is Unavailable or Rejected

Check:

  • A file has been selected.

  • The request type matches the Portal area.

  • The Customer Account and Device match the Request File source.

  • The request has not been superseded.

  • The file has not been renamed or altered.

Capture the displayed error without exposing Serial Numbers, Customer Account identifiers, or Request File contents.

Review the Device-matching and upload stages in Offline Activation and Renewal before retrying the upload.

Manual Device Identity Lease Request Was Accepted but No File Downloaded

The Portal does not automatically return the Confirmation File with the upload response.

  1. Remain on or reopen the same Device Page.

  2. Select Download Manual Identity Lease Confirmation.

  3. Save the .ilc file and import it into the Licensed Product that generated the .ilr Request File.

If the download action is unavailable after Device identity lease request accepted. appears, contact Riedel Customer Success.

Manual Host Signature Request Was Accepted

The Host Signature workflow does not return a Manual Identity Lease Confirmation.

  1. Select Create License File if the Portal reports that the current License File is missing or outdated.

  2. Select Download License File.

  3. Apply the .lic file to the Licensed Product that generated the .hsr Request File.

  4. Confirm activation when required.

See Manual Host Signature Licensing. If the expected action is unavailable, contact Riedel Customer Success.

Manual Identity Lease Confirmation Is Rejected

  • Confirm that the .ilc file belongs to the same Device and current .ilr Request File cycle.

  • Confirm that no newer Request File was generated and the Device did not complete Online Activation and Renewal after the original request.

  • Use the import control and terminology specified by the Licensed Product manual.

  • Do not reuse a returned file from another Device or an earlier request cycle.

  • If the current returned file is still rejected, contact Riedel Customer Success.

Do not substitute a License File for the Manual Identity Lease Confirmation expected by the current Request File cycle.

No Device Group Is Available

Ask an Account Administrator to create a Device Group from Device Groups, then return to Change Device Group. Both actions require Authorize Admin. For any missing permission or other access issue, contact Riedel Customer Success.

No Flex Options Are Displayed

  • Confirm the current Customer Account.

  • Confirm the Customer Account owns entitled Flex Options.

  • If assignments are visible but assignment controls are missing, confirm the Account User has Authorize Admin: Yes or Authorize Flex: Yes.

  • For any access issue or unexpected empty state, contact Riedel Customer Success.

Flex Unassignment Cannot Be Confirmed

  1. Confirm the assignment displays Status: Unassignment Requested.

  2. Select Download Unassignment License.

  3. Apply the downloaded License File to the currently assigned Device.

  4. Obtain the License File Activation Confirmation Code from that Device.

  5. Select Confirm Unassignment, enter the code, and select Save.

If the Portal reports that there is no activation to confirm or that the License File is not up to date, download and apply the current Unassignment License before retrying. If confirmation still fails, contact Riedel Customer Success.

No License File Is Listed

  • Confirm the Device and Customer Account.

  • Review the Device Identity Lease and Resolved Options.

  • Select Create License File when the Portal reports that the latest License File is missing or outdated and provides the action.

  • Complete the applicable Online Activation and Renewal, Offline Activation and Renewal workflow

  • Refresh the Device Page. If a License File is still not generated, contact Riedel Customer Success.

Activation Confirmation Code Is Rejected

  1. Confirm the code came from the Licensed Product after it applied the exact License File shown in the Portal.

  2. Confirm the Product, Serial Number, and License File Sequence Number.

  3. Obtain a current code from the Licensed Product if a newer License File was applied.

  4. Enter the code without adding spaces or changing characters.

  5. If it is still rejected, contact Riedel Customer Success.

License File Was Downloaded but Product Capability Is Missing

  1. Confirm that the License File Serial Number matches the Licensed Product or installation.

  2. Confirm that the current Options, Quantities, and validity information match the intended change.

  3. Complete the Product-Side Licensing Interface procedure; a Portal download alone does not apply the License File.

  4. Refresh the Product-Side Licensing Interface after the application completes.

  5. Perform a restart only when the Licensed Product manual or Riedel Customer Success instructs you to do so.

  6. Verify the expected licensed function. If it remains unavailable, contact Riedel Customer Success.

Information to Include in a Riedel Customer Success Request

  • Portal area and action attempted.

  • Licensed Product name and version, if available.

  • Masked Device identifier, with the complete value sent only through an approved secure channel.

  • UTC timestamp.

  • Exact warning or error text.

  • Online or Offline Licensing mode.

  • Whether the request was initial activation or renewal.

Open the request at Riedel Customer Success. Do not include passwords or verification codes.