Summary

This article provides steps to troubleshoot problems with the reactivation of InstallShield versions 2010 and later.

Symptoms

When InstallShield has been installed on a machine for 12 months, you may be prompted to reactivate the product when launching the software. Reactivation verifies that the product complies with the InstallShield End User License Agreement (EULA) and has not been activated on more machines than allowed.

Reactivation usually occurs automatically if you have an internet connection. However, you may still receive Error 50040 even when connected to the internet.

Proceeding with offline reactivation after receiving this error can sometimes lead to an Activation Complete dialog without allowing you to enter the response code. The steps below resolve this behavior.

Resolution

Follow the steps below to resolve the issue.

NOTE: If you are using InstallShield 2013, a Hot Fix may be available. Contact Revenera Support for details.

If Your Machine Has an Internet Connection

1. Open a command prompt and navigate to C:\Program Files\InstallShield\<VERSION NUMBER>\System. Use Program Files (x86) on 64-bit machines.
2. Run TSconfig /return. A window should confirm the license has been successfully returned.
3. Run TSconfig. Enter your product serial number and attempt activation.

If Your Machine Does Not Have an Internet Connection or is Behind a Firewall

For offline activation:

1. When prompted for reactivation, select Reactivate.
2. If you see Error 50040 or “Internet Activation Failed,” click Proceed with Offline Activation.
3. Save the generated license.request file.
4. Go to the Revenera Offline Activation page: https://revenera.flexnetoperations.com/control/inst/offlineActivation
5. Upload the license.request file and click Process.
6. Download the response.xml file.
7. Return to InstallShield, click Load, select the response.xml file, and click Activate.
8. Click Finish.

IMPORTANT: Do not email request codes. The old email address (OActivations@flexerasoftware.com) is no longer valid. For assistance, you can contact Revenera Support on the Revenera Support Hub page of the Revenera Community (login required).

To Process an Offline Activation for InstallShield Version 2014 and Up

If you select Offline Activation, follow these steps:

1. In the activation dialog, choose Offline Activation. A license.request file will be generated.
2. Click Save to store the license.request file on your machine.
3. Click Next. The dialog should indicate that an offline transaction is pending.
4. Open a browser and go to the Revenera Offline Activation page: https://revenera.flexnetoperations.com/control/inst/offlineActivation
5. Click Choose File, browse to the saved license.request file, and upload it.
6. Click Process. A response.xml file will be generated—save this file.
7. Return to InstallShield. The Offline Activation dialog should appear.
8. Click Load, select the response.xml file you saved, and then click Activate.
9. Click Finish to complete the activation.

IMPORTANT: Do not use any email addresses for offline activation; the process is now fully web-based. For assistance, you can contact Revenera Support on the Revenera Support Hub page of the Revenera Community (login required).

Returning a License and Reactivating

If the activation wizard skips to “Activation Complete” and the same reactivation prompt appears later, return the license and reactivate:

1. Open a command prompt and navigate to C:\Program Files\InstallShield\<VERSION NUMBER>\System
2. Run TSconfig /return /no_internet. A request code will appear.
3. Save the request file and process it using the Revenera Offline Activation page (same steps as above).
4. After completing the return, restart InstallShield and proceed with normal offline activation using the web-based process.

If You Do Not See the Response Window

Add a registry key to force the response window:

1. Navigate to HKEY_CURRENT_USER\Software\InstallShield\<PRODUCT VERSION>.
2. Add a new DWORD: OfflineTransactionPending = 1

CAUTION: Editing the registry can cause system issues. Back up your registry before making changes.

Registry Key Locations by Version

• InstallShield 2016: HKEY_CURRENT_USER\Software\InstallShield\23.0
• InstallShield 2015: 22.0
• InstallShield 2014: 21.0
• InstallShield 2013: 20.0
• InstallShield 2012 Spring: 19.0
• InstallShield 2012: 18.0
• InstallShield 2011: 17.0
• InstallShield 2010: 16.0

Additional Information

If you still experience issues after following these steps, then create a Support Case on the Support Hub page of the Revenera Community (login required) that includes your product serial number and full details of the problem.