License Shows as Expired
Symptom: The license status displays as expired, preventing access to Dermi Atlas Professional features.
Solutions:
- Verify the subscription status in Dermi Portal. An active subscription is required for the license to remain valid.
- If the subscription has lapsed, it can be renewed from the Plan Status Card on the Overview page in Dermi Portal. The button shown depends on the subscription state: an active subscription shows Manage Subscription, a subscription set to cancel at the end of the period shows Renew Subscription with Manage Billing beside it, and a past-due subscription shows Update Payment Method; each of these opens the Stripe billing portal. For a canceled subscription, Renew Subscription opens Stripe Checkout.
- Dermi Atlas Manager re-checks license status against the license server whenever it has internet access. Restarting Dermi Atlas Manager or selecting Refresh on the License Status card triggers a fresh check when online.
License Limit Reached (Quota Exceeded)
Symptom: The license shows Plan Upgrade Required in Dermi Atlas Manager, or Quota Exceeded in Dermi Portal, after a subscription change reduced the number of licenses the plan allows. Creating more licenses than the plan allows is refused in Dermi Portal with a license limit message.
Solutions:
- If additional licenses are needed, contact Dermi support to have them added to the subscription; each license is billed separately. The additional license key can then be generated in Dermi Portal.
- To move a license while the original device is still available, open the Administration page in Dermi Atlas Manager on that device and select Clear License under Maintenance. This releases the installation slot and leaves the license key reusable on another device.
- To remove a license permanently, open it in Dermi Portal and use Manage License => Revoke License. This cannot be undone. To bring a device back online afterwards, generate a new license key in Dermi Portal and enter it in Dermi Atlas Manager using Activate License.
Seat Limit Reached When Inviting or Promoting a Member
Symptom: An invitation, or a Change Member promotion from Assistant to Clinician, is refused in Dermi Portal with the seats in use for that account type, for example "All 2 clinician seats on this license are in use." Seats are counted per named person on the license, and the base plan includes one Clinician account and one Assistant account.
Solutions:
- Buy the seat inside the request. Where a purchase is available, the refusal panel offers it and completes the original action afterwards: the invite is sent once the purchase completes, and a promotion is staged once it completes.
- Free a seat instead. Removing a member frees a seat without a purchase, and a downgrade from Clinician to Assistant frees a clinician seat.
- Adjust the seats directly. Manage Seats on the plan card in Dermi Portal adds or reduces purchased seats for each account type.
Note: Invited, claimed, and restricted members and pending elevations all count toward the seats. An invitation that was sent and not yet claimed therefore holds a seat until it is claimed or withdrawn.
More Members than Seats
Symptom: The license card in Dermi Portal shows an amber More Members than Seats notice listing the seats in use for each account type, followed by "Every member keeps access until" a date, and the statement that after that date the most recently added members beyond the seats are restricted until a seat is available.
This happens when the members already on a license exceed the seats it carries, for example after a subscription change reduced the seats or after an existing deployment was adopted onto the team. Nobody loses access while the notice stands: a 30-day window runs from the point the over-allocation was recorded, and the notice names the exact date it ends.
Solutions:
- Purchase the missing seats before the date, from the notice itself where a purchase is offered, or from Manage Seats on the plan card.
- Remove members until the team fits the seats. Remove Member ends that person's access at the deployment's next check-in and leaves everything they documented with the team.
- Downgrade a member from Clinician to Assistant with Change Member, which frees a clinician seat and applies at the next check-in.
If the date passes with the team still over its seats, the most recently added members beyond the seats are restricted. Those members can no longer sign in and see "Restricted" instead, described in Troubleshooting Account and Authentication Issues. The restriction is lifted by adding a seat or removing another member, and it clears on the deployment at its next check-in, or immediately with Sync Now on the User Accounts card under Administration in Dermi Atlas Manager.
License Cannot Be Verified Offline
Symptom: License validation fails when the host machine has no internet connection.
Solutions:
- An internet connection is required for initial license activation and validation.
- After a successful online check, the license token carries a check deadline, seven days by default, and that deadline is renewed automatically whenever the host is connected. Past the deadline, the system enters limited access: existing records remain viewable and exportable, and creating new records is blocked until connectivity is restored.
License Validation Fails After System Changes
Symptom: The license becomes invalid after hardware upgrades, OS reinstallation, or other system changes.
Solutions:
- A license activation is tied to the specific device it was activated on. Significant hardware changes or operating-system reinstallation can invalidate the activation.
- Open the affected license in Dermi Portal and use Manage License => Revoke License to free the slot. This is permanent and cannot be undone. Then generate a new license key in Dermi Portal and enter it in Dermi Atlas Manager using Activate License.
- License validation can fail intermittently on slow or unstable internet connections.
License Shows as Disabled or Inactive
Symptom: The license status appears as disabled or inactive in Dermi Atlas Manager.
Solutions:
- A disabled status indicates an administrative action. Contact support at
support@dermi.ai for assistance.
- An inactive status means the license key has not been activated on this installation, or has been deactivated. Activate it in Dermi Atlas Manager by entering the license key on the License Status card and selecting Activate License.
Cannot Connect to License Server
Symptom: Network errors occur during license validation, preventing verification.
Solutions:
- Verify that the host machine has a stable internet connection.
- Ensure that
infra.dermi.ai on port 443 is not blocked by a firewall or proxy.
- Check DNS resolution for
infra.dermi.ai. Incorrect DNS settings can prevent connectivity to the license server.
Related Resources
- Seats and Team Billing for how seats are counted, purchased, and reduced
- Inviting and Managing Team Members for invitations, member changes, and removals
- Troubleshooting Account and Authentication Issues for the sign-in messages a restricted or removed member sees