Applies to: All editions
Invalid or malformed key
Confirm that the key contains the expected five groups of alphanumeric characters and that no extra spaces were copied. Verify that the key was issued by Probativa for CertErase.
Activation limit reached
Deactivate an unused device, or ask the license administrator to review active devices. Do not repeatedly retry activation from new machines because that can complicate entitlement records.
License revoked
Stop using the affected entitlement and contact the organization’s license administrator or Probativa. Preserve the exact message and key identifier, but do not send the full key through an insecure channel.
Update entitlement expired
The key may be valid for an older entitled version but not the installed version. Confirm the update period and install only a version the organization is entitled to use.
Offline period expired
Reconnect through an approved network path and validate online. Confirm system date, time, and the originally activated Windows user profile.
Server or VM not permitted
Use an Enterprise and Audit license or move the workflow to a supported physical, non-server Windows system.
Integrity mismatch
Do not continue. Preserve the message, isolate the package, compare it with an authorized distribution, and follow the organization’s software-integrity incident process.
Service unavailable
Check DNS, proxy, firewall, TLS inspection, and general connectivity. Preserve the error and time in UTC. Do not weaken enterprise security controls without review; request an approved exception or support path.
Support package
Include version, edition, environment, approximate activation time, error text, and relevant non-secret identifiers. Never publish or transmit the license key.