This article describes how to deal with a response key error: “Internal error, please restart machine and try again”
Problem:
When typing in the Response Key for a full license an error displays "Internal error, please restart machine again". The license is not accepted despite rebooting the machine and trying again.
Resolution:
This problem can be caused by a number of things. For example, a virus attack may penetrate a customer’s machine and corrupt the Net Express license which then needs to be reset.
Follow this sequence of instructions and steps to resolve the error:
- Ensure that the Net Express installation has all the latest fixpacks/wrappacks installed and also the latest license protection fixpack (as of this article's publication date, the latest fix is clu12all.exe).
- Open a Net Express DOS command prompt and type the following command:
protcfg /force_reset
This brings up the window "MICRO FOCUS License Management System Configuration".
- select Net Express and then Request Reset License which will generate a Reset Request Key
Communicate this key to SupportLine who will issue a Reset Response Key.
- Insert this new key (Reset Response Key) in the appropriate field in the License Management System Configuration window.
- Click the Generate Full License button, which will generate a second Request Key.
Communicate this key to SupportLine who will issue a Response Key for a full license.
- Insert this new Response Key into the appropriate field within the License Management System Configuration window.
This should solve the problem. If it does not solve the problem, the customer is advised to make the following changes to the registry:
- Within the registry go to: HKEY_CURRENT_USER > Software > Micro Focus > Licensing > 4.0
- Within this folder delete all the keys that begin with “MultiRequestxxx”.
- Return to the License Management System Configuration window, click on the Generate Full License button, which will generate a new Response Key.
Communicate this key to SupportLine who will issue a new Response Key for a full license.
- Insert this key into the appropriate field in the licensing window.
This should solve the problem.
Incident Number: 2261440
Date: Name: Description of change: Date: Name: Description of change:
