FAQ - Licensing

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February 9, 2021

Last modified: 09/03/2023, 6:06 pm

Knowledge Base Article FAQ Licensing Management Console HP Anyware Remote Workstation Card

This FAQ provides questions and answers on how to order, manage and troubleshoot licenses for PCoIP products

FAQ - Purchasing

  1. Order: How can I purchase or obtain a license?
  2. Change Order: How can I change an existing order (split, merge, extend, renew, co-term)?
  3. Account: How can I see the licenses that I have purchased?

FAQ - Setup

  1. Setup: Need help setting up and installing licensing

FAQ - Activating

  1. Online Activation: I need help activating my license?
  2. Darksite Activation: I need help activating my license using a darksite process

FAQ - Troubleshooting

  1. Cannot Connect: I'm getting licensing errors when trying to establish a PCoIP connection.  How do I fix?
  2. Delete: How to return or recover licenses from deleted VMs.
  3. Transfer: How do I transfer a licenses from one virtual host to a different virtual host?
  4. Download: I cannot download the firmware/software.  How can this be fixed?

FAQ - Related Articles

FAQ - Answers

Order: How can I purchase or obtain a license?

Your account team can assist you in purchasing licenses either via a local Teradici distributer or via the Teradaci e-Store.  If you have purchased a Zero Client or Workstation Access Card recently, you are eligible for a complementary Desktop Access or HP Anyware Subscription.

Details:

Change Order: How can I change an existing order (split, merge, extend, renew, co-term)?

To make a change to an existing order, submit a change order request and provide the following information: 

  • Provide the license activation keys that you would like to change.
  • Describe in detail, what you would like changed.

We will review the request and provide guidance for how to accomplish your change order goal.

Note on early renewals:

  • The new licenses take effect from the day the new licenses are issued.
  • The old licenses are provided 2 weeks of grace period before expire, e.g. their expiry dates will be reset as the new effective date + 14 days of grace period.
  • The new licenses are required to get activated within the 14 days of grace period in order to avoid licenses out of order.

Account: How can I see the licenses that I have purchased?

Summary:

Contact your internal license administrator as they do have access to all licenses via the Teradici secure license portal or login to your portal to see all licenses.

Details:

Setup: Need help setting up and installing licensing 

Summary:

If using management console, the license are installed directly on the MC console. 
If using HP Anyware, you can use either a local license server or a cloud based licensing service.

Recommendation:

These link will take you to a FAQ that shows the installs steps. 

Online Activation: I need help activating my license?

Cause:

A license may not activate if it has expired, been activated on another machine, or if the access to the Teradici license activation server is being blocked.

Recommendations:

Related Information:


Offline Activation: I need help activating my dark site license?

Summary:

  • Option 1: The easiest way to activate your license is to use the online activation process.  Once licenses are activated, you machine can be moved to a dark site environment (i.e. restrict ability to access the internet)
  • Option 2: If opening up the machine to the internet for a short period of time to allow activation is not an option, then there are dark site activation processes for both HP Anyware and Management Console.  The details link will provide the steps.

Details:

Cannot Connect: I'm getting licensing errors when trying to establish a PCoIP connection.  How do I fix? 

Cause:

The PCoIP session could not be established since the PCoIP Agent was unable to checkout a license from its license pool.   This happens when:

  • All available licenses are already in use, or have expired.
  • The PCoIP Agent or the local license server is not started or not configured correctly (config problem)
  • The local license server or cloud licensing service could not be reached (network problem, ports not open)
  • The VMware Horizon agent is installed on the same machine as the HP Anyware Agent.

Recommendations:

To fix follow the licensing troubleshooting guide.

Delete: How to recover licenses from deleted VMs.

If you delete your Management Console or your Local License Server then you license will still be locked.
To recover the licenses, you will need to create a case.  Provide details on the machine that was deleted and also provide the license activation code that was deleted.  Teradici support will respond with corrective actions.

Transfer: How do I transfer a licenses from one virtual host to a different virtual host?

Summary:

License can be transferred from one host to another host.

Recommendations:

Management Console:

HP Anyware: