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
- Open a command prompt and navigate to
C:\Program Files\InstallShield\<VERSION NUMBER>\System. UseProgram Files (x86)on 64-bit machines. - Run
TSconfig /return. A window should confirm the license has been successfully returned. - 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:
- When prompted for reactivation, select Reactivate.
- If you see Error 50040 or “Internet Activation Failed,” click Proceed with Offline Activation.
- Save the generated
license.requestfile. - Go to the Revenera Offline Activation page: https://revenera.flexnetoperations.com/control/inst/offlineActivation
- Upload the
license.requestfile and click Process. - Download the
response.xmlfile. - Return to InstallShield, click Load, select the
response.xmlfile, and click Activate. - 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 The old email address (OActivations@flexerasoftware.com) is no longer valid.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:
- In the activation dialog, choose Offline Activation. A
license.requestfile will be generated. - Click Save to store the
license.requestfile on your machine. - Click Next. The dialog should indicate that an offline transaction is pending.
- Open a browser and go to the Revenera Offline Activation page: https://revenera.flexnetoperations.com/control/inst/offlineActivation
- Click Choose File, browse to the saved
license.requestfile, and upload it. - Click Process. A
response.xmlfile will be generated—save this file. - Return to InstallShield. The Offline Activation dialog should appear.
- Click Load, select the
response.xmlfile you saved, and then click Activate. - 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:
- Open a command prompt and navigate to
C:\Program Files\InstallShield\<VERSION NUMBER>\System - Run
TSconfig /return /no_internet. A request code will appear. - Save the request file and process it using the Revenera Offline Activation page (same steps as above).
- 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:
- Navigate to
HKEY_CURRENT_USER\Software\InstallShield\<PRODUCT VERSION>. - 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.
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| Products | Region | Phone Numbers |
|---|---|---|
| FlexNet Operations FlexNet Embedded FlexNet Publisher FlexNet Connect FlexNet Code Insight InstallAnywhere InstallShield |
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+1 630-332-2513 (toll) +1 877-279-2853 (toll-free in North America) |
| Europe * |
+44 1925 944367 (toll) +44 800 047 8642 (toll-free in Europe) |
|
| Japan * | +81 3-4540-5335 (select option 2) | |
| Australia * |
+61 3 9895 2177 +61 1800 560 603 (toll-free in Australia) |
|
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Please use the Case Portal to submit your support ticket or reach out to your Revenera contact. | |
Case id: 00001065
Activity: Status change: 2 hours ago