FAQ: Licensing and updating
Some customer concerns deal with licensing and updating issues. Explore this good resource for licensing and updating help, or call the Technical Support department for further assistance.
How to license Observer and GigaStor
To license and activate a compatible GigaStor, Observer, or Probe:
1. Install and launch the application.
2. After launching the application in DEMO mode, click the Help menu and select License Observer.
3. Click the Enter Name button in the lower left corner.
4. Type into the Contact/Department and Company boxes exactly what is listed in your license document.
5. Click OK, and then click Accept on the confirmation dialog.
6. Ensure the Identification Number matches the number on your license document. If they do not match, click Re-Type Name? to correct any mistakes.
7. Type the license number, from your license document, into the License Number box.
8. Click OK.
You successfully licensed and activated your product.
If licensing and activating your product remains unsuccessful, please contact Technical Support.
How to update your license
If Observer or GigaStor is already licensed and you need to modify, update, or change that license, you can do so.
This task requires you have already licensed your Observer or GigaStor.
This task cannot be completed if the license to your Observer or GigaStor is managed by OMS. Instead, refer to How to edit an asset license.
Updating your license refers to changing, editing, or updating the license that is already applied to your product. Some reasons for needing to do this can include:
Activating a new license. The new license might provide different or increased functionality over your existing license, like increased data storage for a GigaStor Software Edition (GSE).
Changing a license. Perhaps you accidentally applied the wrong license to your product and need to change it.
To update a license:
1. Click the File tab, and click Info > License Observer.
2. Click OK to confirm you want to re-license.
3. Type the license number, from your license document, into the License Number box.
4. Click the Re-Type Name? button in the lower left corner.
5. Type into the Contact/Department and Company boxes exactly what is listed in your license document.
6. Click OK, and then click OK on the confirmation dialog.
You successfully updated your license. Observer begins using the license the next time Observer is launched.
Close and restart Observer for the new license to take effect. You may need to coordinate a suitable time to do so if restarting would affect many users or significantly interrupt your data collection.
Why is my license number not working?
Each license number is case-sensitive, so be sure to type it in exactly the way it was given to you. Also, if you copy-pasted the license number into the activation prompt, be sure you did not introduce a leading or trailing space character—those are not part of your license number.
Ensure you are licensing the correct version of Observer. License numbers are version-specific. License numbers work within equal major version numbers of the product only. For example, an 17.0 license can be used to activate 17.x versions but not 16.1, 16.0, 15.1, 15.0, etc.
Could I have my license re-sent to me?
Yes. If you lost the original information containing your license number, please contact us so we can resend your license document(s).
What type of license do I have?
The type of license you have is described in your license document. Each license document contains a license number, and the document describes which software version the license number applies to. If it does not, or you notice any other error, please call our support team for assistance.
Should I uninstall Observer before updating it?
If you wish to update your existing Observer software to a newly released version within the same major release number, you do not need to uninstall your existing version for the update process to succeed. Simply install the new version over the old.