Invantive Control for Excel checks its licence when Microsoft Excel starts and when a connection is made. A refusal is always reported with a message code; the code says which of the checks failed, and each failure has its own remedy. Two things are easily confused and cause a large share of the refusals: - The **licence contract code** identifies the subscription. It begins with a capital `L` followed by digits, such as `L123456789`. - The **licence key** is the key itself: roughly 2,000 characters, and it does not begin with `L`. One subscription can hold several keys. The key is in the licence key e-mail, between `-----BEGIN LICENSE KEY-----` and `-----END LICENSE KEY-----`. The surest way to load it is to select the whole message with Ctrl+A, copy it with Ctrl+C, and use "Paste License Key from Clipboard" in the licence window; the product finds the key inside the text. A few hours after issue the key is also available on Invantive Cloud under "Licensing", "License Keys". See [[Invantive UniversalSQL/General/License Registration|License Registration]]. ## The Key Is Not Accepted - `itgenlic828` and `itgenlic365`: what was pasted is not a licence key. `itgenlic828` recognises the licence contract code, `itgenlic365` a licence key identification number. Both are references to the key, not the key itself. - `itgenlic413`: the key is corrupted, in practice because the mail program broke the long line into several lines. Copy the whole message rather than the key alone. - `itgenlic894`: the key fails cryptographic validation. - `itgenlic895`: the key is malformed; it must be Base32 or Base64. - `itgenlic896`: the signature on the key is invalid. - `itgenlic897`: the key has expired. - `itgenlic898`: the local clock of the device is implausible. - `itgenlic900`: the maximum number of days of use has been exceeded. - `itgenlic899` and `itgenlic717`: any remaining reason for a disabled key. The codes `itgenlic894` through `itgenlic900` were split off from `itgenlic717` so that the cause is visible from the code alone. A release which does not know them yet reports `itgenlic717` for all of these. ## The Key Is Too Old for the Release - `itgenlic335`: the key lacks features which this release needs. - `itgenuty727`, `itgenuty728` and `itgenlhr006`: the key is in a format which this release no longer accepts. - `itgenlic040`: the key names a licence variant which this release does not know, which happens when a recent key is used with an old release. The format of the licence key changes every few years. A key is not repaired but replaced: request a new one, which is issued in the format the current release expects. Upgrading the product is the other half of the answer, since an old release cannot be taught a new format. ## The Subscription Has Ended or Is Overdue - `itgenlic155`: the key has expired, normally because the subscription ended. - `itgenlic717`: the key has been disabled on the licence server. - `itgenlic278`: a warning that support has been suspended over an overdue invoice. - `itgenlic824` and `itgenlic825`: use is blocked over an overdue invoice, or a payment holiday is about to end. An expired or disabled key cannot be re-activated; a new key is needed. Quote the licence contract code shown in the message. Changes in payment or in a payment holiday take effect within an hour. ## The Licence Server Cannot Be Reached - `itgenlic818`: the licence server is not reachable. - `itgenlic153`: activating the key failed. The attempt is made three times before it is given up. - `itgenlic903`: the same, where the cause was specifically a time-out. Check the connection of the device to the internet and any proxy or firewall in between. A licence server which is genuinely out of service is reported on the [forums](https://forums.invantive.com). ## The Licence Does Not Cover What Is Being Done - `itgenlic367`: the Excel formula requires a licence on a specific function, which is named in the message. - `itgenlic663`: running a model trigger requires the function `itgen_control_model_triggers`. - `itgenlic528` and `itgenlic529`: the subscription and the Exact Online subscription do not match. An Invantive subscription for accountants connects to an Exact Online subscription for accountants, and one for entrepreneurs to an Exact Online subscription for entrepreneurs. These are not defects but scope: the key is valid and the function is outside it. The remedy is a subscription which covers the function, or performing the action with a user whose subscription does. ## The Trial Has Run Out - `itgenlic401`: this data container was already used in an earlier trial, on the date named. A data container may be used in a trial once; afterwards it needs a subscription. The date is the start of that earlier trial and can predate the current user. - `itgenlic402`: the trial is ending, or the trial on this data container started more than half a year ago. This is a warning first and becomes a refusal on the date stated. ## A Production Key Needs Your Own Exact Online App `itgenexl053` is the most frequently reported message of all and is not a licence failure in the narrow sense: the key is valid, but a production key requires that the Exact Online app is registered by the customer rather than by Invantive. See [[Own Client ID for Exact Online]].