Home → Troubleshooting → All Products: Startup → Broken License? Do-It-Yourself Repair (No Repair Button)
Applies to:
All products, releases 6.0 0–7.5.0, standalone licenses
All products, releases 7.5.1 and newer, if you can't get back to the Repair button
If you have release 7.5.1 or newer, with a Repair button, please see Broken License? Do-It-Yourself Repair (7.5.1 or newer).
In the article "FAILURE: License is broken", you suggest emailing Technical Support for customized instructions. Isn't this something I can fix myself?
Yes, you should be able to, if you follow these directions.
Open the attached KB1395_RepairLicense file in Notepad, Microsoft Word, Outlook, or your favorite text editor.
In License Manager, highlight your Activation ID with your mouse, and press Ctrl+C to copy it.
Click Advanced Options (the magnifying glass in v6/v7) at the lower left of the License Manager window. A new dialog will open. Click View.
A Notepad window will open. Press Ctrl+F to bring up the Find dialog, then Ctrl+V to paste your Activation ID. Click Find Next to find a line consisting of your Activation ID preceded by "Entitlement ID".
Just above that line, you'll see a line consisting of "Fulfillment ID" and your Fulfillment ID, which has the format FID_1f42b49_14edacffcb3__7aea. Highlight just the ID itself, not the words "Fulfillment ID", and press Ctrl+C to copy it.
In the KB1395_RepairLicense file, in step (3), highlight xxx and press Ctrl+V to replace it with the Fulfillment ID. Repeat in step (5).
Now follow your customized instructions.
Last edited: 2020-10-23