Activation Troubleshooting

Resolving Product Activation Issues

Find troubleshooting tips for resolving InstallShield and AdminStudio activation issues in the user documentation for that release.

  1. Open the Flexera Software HelpNet website:
    http://helpnet.flexerasoftware.com
  2. Open the AdminStudio or InstallShield help library by clicking on the appropriate link.
  3. Click on Search in the menu and search for “Product Activation for InstallShield” or “Product Activation for AdminStudio”.

Activation FAQs

Find answers to common activation questions in these FAQs linked to Helpnet articles.

Where can I find more information regarding activation issues?
Activation Resources
Reactivation fails with "License key in use on another computer" error or "Error 20653: The number of activations allowed for this account has been exceeded".
Reactivation Process for InstallShield 2010 & Later
Reactivation fails for InstallShield 2013.
InstallShield 2013 Reactivation Problems Hotfix
Reactivation fails with "Error 50040 - An unexpected error occurred".
InstallShield Reactivation - Error 50040
Activation fails with "Error 51311", "Error 51314", or repeated "Activation Successful" messages.
InstallShield 2014 Activation - Error 51311, 51314, & Repeating Activation Successful Message
Licensing/Activation terms and concepts defined.
Licensing Info of InstallShield 2010 and Later
How to proceed when a build returns error -7159 "The product license has expired or has not yet been initialized"?
Fatal Error -7159
Reactivation fails with "Error 0 - Trying to return a fulfillment issued to a different machine."
Activation Error - Trying to Return a Fulfillment Issued to a Different Machine
What is the life cycle of a node locked license?  Why do I have to reactivate my perpetual license?  Why did my perpetual license expire?
Overview of the Life Cycle of a Node-Locked License
Where can I find more information regarding the activation process?
Activation FAQs
Where can I find more information regarding downloading and licensing my product?
Product Downloads and Licensing
What should I do if the machine on which InstallShield was activated is no longer available?
If the machine InstallShield was previously activated on is no longer available please contact our Technical Support* team by sending an email to support@flexerasoftware.com. Please include your serial number and full details of the issue you are experiencing. A support case will be raised automatically and you will be emailed by a member of our support team who will assist you further.
What should I do if I am unable to return a license due to reaching the maximum returns allowed?
If you have reached the maximum number of returns for your license please contact our Technical Support* team by sending an email to support@flexerasoftware.com. Please include your serial number and full details of the issue you are experiencing. A support case will be raised automatically and you will be emailed by a member of our support team who will assist you further.
What should I do if I do not see the Return option in the Product and License Center for a standalone build license?
When returning a license for the InstallShield Standalone Build you can do this via the Product and License Center. If you cannot see the 'Return License' option for the license you would like to return please contact our Technical Support* team by sending an email to support@flexerasoftware.com. Please include your serial number and full details of the issue you are experiencing. A support case will be raised automatically and you will be emailed by a member of our support team who will assist you further.
What should I do if the offline activation request dialog is blank?
InstallShield Offline Activation Request Dialog is Blank

*Helpful Hints When Contacting Technical Support

To help us server you better, please include answers to these questions when you email Technical Support about Activation issues:

  1. What is your InstallShield serial number?
  2. Is this the only version of InstallShield you use on this machine?
  3. What activation window do you see when you first open InstallShield? (Please send a screenshot)
  4. Are you activating on a new machine or reactivating on the same machine?
  5. Open a command prompt and cd to 'C:\Program Files\InstallShield\[VersionNumber]\System' (This will be Program Files (x86) on a 64 bit machine)
  6. Type 'TSconfig /info' and push enter - A window should appear, please copy all of the contents in the window into a .txt file and send it in your reply.