Troubleshoot Fiery option activation This document contains important information about this release. Be sure to provide this information to all users before proceeding with the installation. This document describes how to troubleshoot errors that you might encounter when activating the license for an optional feature on the Fiery print controller. When you activate an optional feature, it is very important that you record the following information: Fiery print controller ID (located in BIOS Setup under Printer Setup) Name of option License Activation Code (LAC) TABLE 1: Error messages and recommended actions NOTE: For the definition of bold terms in this table, see the glossary on page 10. Message ID Error message Action From the license activation software: The code you enter is invalid, please correct it and try again. The file you selected is invalid, please select a different one and try again. Error <number> System error. Please contact Fiery dealer or EFI technical support. Error <number> Proxy configuration is incorrect or proxy server is down. Proxy setting incorrect. Connection could not be established. The LAC is not in the correct format. Try entering the LAC again. Refer to the LAC card if you have one. During manual activation, you obtained a license file from the EFI licensing website. Check that you selected the correct license file to upload. If the error still occurs, for Fiery JobMaster- Impose-Compose options, you can restore Fiery JobMaster-Impose-Compose options and try to activate again. There is a problem with the license file. Try repeating the activation process from the beginning. If the error occurs again, for Fiery JobMaster-Impose-Compose options, restore the options and try to activate again. If the error still occurs, contact technical support and provide the error code shown in the message. There is no Internet connection. Check that the proxy settings are correct and try again. If the problem persists, contact your network administrator. There is no Internet connection. Check that the proxy settings are correct and try again. If the problem persists, contact your network administrator. 2013 Electronics For Imaging 4 January 2013 45115236 *45115236*
2 Message ID Error message Action Error <number> Session expired. Please start again from Command WorkStation. Error <number> Please reinstall Fiery Software and try again. Error <number> Please reinstall Command WorkStation and try again. The license activation software was used in a different browser window more recently than this one. To continue, close this window and open a new one: If you are activating a license for an option installed on the Fiery print controller, click the Manage button in Configure (in Command WorkStation or in WebTools). If you are activating a license for a Fiery JobMaster-Impose-Compose in Command WorkStation, right-click a job and select Preview. In Preview, select Help > Manage The license activation software module is corrupted and Fiery system software must be reinstalled. Please contact technical support and provide the error code shown in the message. The license activation software module is corrupted. Reinstall Command WorkStation and try again. On Windows, go to Control Panel > Add or Remove Programs and start Fiery User Software in maintenance mode. Select the Repair option and then select Command WorkStation. On Mac OS, use Fiery Software Uninstaller to uninstall Command WorkStation, and then reinstall Command WorkStation. From the EFI licensing service: XX0004 License Activation Code is invalid. The LAC is not recognized. Check that you entered the correct LAC. Refer to the LAC card if you have one. XX0007 This option is already activated. Check that the LAC is correct for the option that you want to activate. XX0016 XX0017 License Access Code has already been used and is no longer valid. You must first choose the Request File to upload. The license has already been activated for another computer. For Fiery JobMaster-Impose-Compose, you can deactivate the license on the other computer and then activate it on this one. For Fiery print controller options, these options are not transferable. You must obtain a new LAC. You should have generated a request file on the Fiery print controller or the computer where the license will be activated. The EFI licensing website needs this request file to generate your license file.
3 Message ID Error message Action XX0018 XX0025 Call to the web service failed. Please make sure that the input file is correct. Unable to activate: Error Code <number> You submitted the wrong request file or the request file is corrupted. Try submitting a different request file. If the error occurs again, try regenerating the request file. An error occurred on the EFI licensing service. Contact technical support and provide the error code shown in the message, the LAC, and the serial number of your Fiery print controller. XX0002 Server failure. The EFI licensing website is unavailable. Try again later. XX0009 XX0006 XX0011 XX0008 Unable to determine option information. This option contains unsupported features and cannot be activated. Your system does not support some of the features included in this option. Do you want to continue? Some features of this option are already activated. Do you want to continue? The EFI licensing website is unavailable. Try again later. Check that the feature(s) activated by the LAC are correct for your Fiery print controller model. Also check that you are not trying to use an LAC for a Fiery print controller option to activate a license for Fiery JobMaster-Impose-Compose, or vice versa. The LAC activates multiple features and one or more features is not supported, as shown in the list. Obtain a new LAC that has only features that are supported. If you continue, you will not be able to use any unsupported features and you cannot use the LAC again. The LAC activates multiple features and one or more features is already activated, as shown in the list. Obtain a new LAC that has only features that are not already activated. If you continue, you will be paying twice for the same feature. From the EFI licensing service (Fiery JobMaster-Impose-Compose options only): XX0026 XX0024 Unable to deactivate: Error Code <number> Unable to reactivate: Error Code <number> Try to restore Fiery JobMaster-Impose-Compose options and deactivate again. If the error still occurs, contact technical support and provide the error code shown in the message. Try to restore Fiery JobMaster-Impose-Compose options and reactivate again. If the error still occurs, contact technical support and provide the error code shown in the message. XX0027 No ID found. No licenses have been previously activated on this computer, so you cannot restore any licenses.
4 Activating a Fiery option To activate a Fiery option, you need a License Activation Code (LAC) for the option. If you do not have an LAC, contact your Fiery dealer or printer manufacturer to obtain it. The activation process depends on whether there is Internet access: Use automatic activation if the Fiery print controller or the computer where the option is installed is connected to the Internet (see page 4). Use manual activation if the Fiery print controller or the computer where the option is installed is not connected to the Internet (see page 4). Automatic activation TO ACTIVATE A FIERY OPTION AUTOMATICALLY: 1 For Fiery print controller options: In Command WorkStation, go to Device Center > General > General Info and click Manage. Or in WebTools Configure, click Manage. For Fiery JobMaster-Impose-Compose options: In Command WorkStation, right-click a job and select Preview, and then select Help > Manage 2 Click Activate. 3 To agree to the terms and conditions of the license agreement, click Continue. 4 For License Activation Code, type the LAC and click Continue. 5 If the Fiery option name is correct, click Activate. The Fiery option is activated. 6 Click Finish. Manual activation If your computer is not connected to the Internet, manual steps are required to transfer data between your computer and the EFI licensing website using another computer that is connected to the Internet. TO ACTIVATE A FIERY OPTION MANUALLY: 1 For Fiery print controller options: In Command WorkStation, go to Device Center > General > General Info and click Manage. Or in WebTools Configure, click Manage. For Fiery JobMaster-Impose-Compose options: In Command WorkStation, right-click a job and select Preview, and then select Help > Manage 2 Click Activate. 3 To agree to the terms and conditions of the license agreement, click Continue. 4 For License Activation Code, type the LAC and click Continue. 5 Click Continue to proceed with the manual process. 6 Click Create Request File and save the file.
5 7 Copy the request file to a computer that is connected to the Internet. 8 On the computer that is connected to the Internet, open a browser and go to licensing.efi.com. 9 Click Browse, select the request file, and then click Upload. 10 If the Fiery option name is correct, click Continue. A license file is generated. 11 Click Download License File and save the file. 12 Copy the license file to the computer where you first entered the License Activation Code. 13 Return to the Generate License window and click Yes. 14 Click Browse, select and open the license file, and then click Activate. The Fiery option is activated. 15 Click Finish. Deactivating a Fiery JobMaster-Impose-Compose option If you want to transfer the license for a Fiery JobMaster-Impose-Compose option from one computer to another, you must first deactivate the option. Deactivation makes the License Activation Code (LAC) for the option available again. You can activate the license on another computer using the LAC. The deactivation process depends on whether your computer is connected to the Internet: Use automatic deactivation if your computer is connected to the Internet (see page 5). Use manual deactivation if your computer is not connected to the Internet (see page 6). After deactivation is complete, you can view deactivation status and LAC of an option in the deactivation history (see page 6). Automatic deactivation TO DEACTIVATE A FIERY JOBMASTER-IMPOSE-COMPOSE OPTION AUTOMATICALLY: 2 Under Activated Options, click Deactivate next to the option that you want to deactivate. NOTE: If there is no Deactivate button next to the option, the option is activated by a dongle. 3 Click Continue to confirm the deactivation. The Fiery option is deactivated, and the LAC is displayed. 4 Click Finish.
6 Manual deactivation If your computer is not connected to the Internet, manual steps are required to transfer data between your computer and the EFI licensing website using another computer that is connected to the Internet. TO DEACTIVATE A FIERY JOBMASTER-IMPOSE-COMPOSE OPTION MANUALLY: 2 Under Activated Options, click Deactivate next to the option that you want to deactivate. NOTE: If there is no Deactivate button next to the option, the option is activated by a dongle. 3 Click Deactivate to confirm the deactivation. 4 Click Continue to proceed with the manual process. 5 Click Create Request File and save the file. The Fiery option is deactivated, and the LAC is displayed. 6 Click Finish. 7 Copy the request file to a computer that is connected to the Internet. 8 On the computer that is connected to the Internet, open a browser and go to licensing.efi.com. 9 Click Browse, select the request file, and then click Upload. The LAC is available for reuse. View deactivation status and LAC TO VIEW THE DEACTIVATION STATUS AND THE LAC OF AN OPTION: 2 Click the deactivation history icon. Deactivated options and their corresponding LACs are listed. If an option is selectable, the deactivation may be incomplete. 3 To complete a deactivation, select the option, click Deactivate, and continue with manual deactivation. See Manual deactivation on page 6 for more information.
7 Reactivating a Fiery JobMaster-Impose-Compose option If the license for a Fiery JobMaster-Impose-Compose option is corrupted, the option does not function even though it appears to be activated. When your computer starts, it attempts to reactivate a corrupted license by contacting the licensing server. If reactivation fails (because of a network interruption, for example) you can try to reactivate the option. You do not need to enter the LAC. The reactivation process depends on whether your computer is connected to the Internet: Use automatic reactivation if your computer is connected to the Internet (see page 7). Use manual reactivation if your computer is not connected to the Internet (see page 7). Automatic reactivation TO REACTIVATE A FIERY JOBMASTER-IMPOSE-COMPOSE OPTION AUTOMATICALLY: 2 Under Activated Options, click Reactivate next to the option that you want to reactivate. The Fiery option is activated. 3 Click Finish. Manual reactivation If your computer is not connected to the Internet, manual steps are required to transfer data between your computer and the EFI licensing website using another computer that is connected to the Internet. TO REACTIVATE A FIERY JOBMASTER-IMPOSE-COMPOSE OPTION MANUALLY: 2 Under Activated Options, click Reactivate next to the option that you want to reactivate. 3 Click Continue to proceed with the manual process. 4 Click Create Request File and save the file. 5 Copy the file to a computer that is connected to the Internet. 6 On the computer that is connected to the Internet, open a browser and go to licensing.efi.com. 7 Click Browse, select the request file, and then click Upload. A license file is generated. 8 Click Download License File and save the file. 9 Copy the license file to the computer where you are reactivating the license.
8 10 Return to the Generate License window and click Yes. 11 Click Browse, select and open the license file, and then click Activate. The Fiery option is reactivated. 12 Click Finish. Restoring activated Fiery JobMaster-Impose-Compose options If the licensing record for Fiery JobMaster-Impose-Compose options is not available (because you reinstalled the system software on your computer, for example) previously activated options do not appear to be activated. When your computer starts, it attempts to restore the licensing record by contacting the licensing server. If the restore fails (because of a network interruption, for example) you can try to restore the options. The restore process depends on whether your computer is connected to the Internet: Use automatic restore if your computer is connected to the Internet (see page 8). Use manual restore if your computer is not connected to the Internet (see page 8). Automatic restore TO RESTORE PREVIOUSLY ACTIVATED FIERY JOBMASTER-IMPOSE-COMPOSE OPTIONS AUTOMATICALLY: 2 Click the link in the message about restoring licenses. The Fiery JobMaster-Impose-Compose options are restored. 3 If you have no additional options to activate, click OK. Otherwise, to activate additional options, click Continue. Manual restore If your computer is not connected to the Internet, manual steps are required to transfer data between your computer and the EFI licensing website using another computer that is connected to the Internet. TO RESTORE PREVIOUSLY ACTIVATED FIERY JOBMASTER-IMPOSE-COMPOSE OPTIONS: 2 Click the link in the message about restoring licenses. 3 Click Continue to proceed with the manual process. 4 Click Create Request File and save the file. 5 Copy the file to a computer that is connected to the Internet.
9 6 On the computer that is connected to the Internet, open a browser and go to licensing.efi.com. 7 Click Browse, select the request file, and then click Upload. A license file is generated. 8 Click Download License File and save the file. 9 Copy the license file to the computer where you are restoring options. 10 Return to the Generate License window and click Yes. 11 Click Browse, select and open the license file, and then click Restore. The Fiery JobMaster-Impose-Compose options are restored. 12 Click Finish. Configuring a proxy server When your computer tries to connect to the licensing server and finds no Internet connection, it may be because your organization uses a proxy server to connect to the Internet. You can configure the proxy server settings and then proceed with licensing. TO CONFIGURE A PROXY SERVER: 1 When you are trying to contact the licensing server and no Internet connection is detected, click Configure network setting. 2 Type the requested values and click Apply.
10 Glossary activated options activate available options Options shown as activated are ready to use. Make a Fiery option ready for use through licensing. Options shown as available are supported by your Fiery print controller and can be activated after purchase. deactivate Remove an activated Fiery JobMaster-Impose-Compose option from Command WorkStation. LAC License Activation Code. This unique code activates a Fiery option that you have purchased. license file For manual activation, you receive a license file from the EFI licensing website in response to the request file that you have submitted. manual activation The process of obtaining a license for a purchased Fiery option in order to activate the option. Manual activation is needed if the computer where the license is to be activated is not connected to the Internet. reactivate If the license for a Fiery JobMaster-Impose-Compose option is corrupted, the option does not function even though it appears to be activated. In this case, you can reactivate the license to make its function available again. request file For manual activation, you generate a request file and submit it to the EFI licensing website to obtain a license file. restore If the licensing record for Fiery JobMaster-Impose-Compose options is not available, previously activated options do not appear to be activated. In this case, you can restore the licenses to make the previously activated options functional again. To restore, open the Help in the Fiery JobMaster-Impose-Compose license activation software and click the link in the Troubleshooting section.