Troubleshooting Licensing and Subscription Issues

Subscription Expired

Symptom: The License Status card on the Atlas Status page in Dermi Atlas Manager reads Subscription Expired with "The subscription has expired. Renew it in the Dermi Portal."

Solutions:

1. Select Renew Subscription on the card, or open the plan card on the Overview page of the Dermi Portal. The button there follows the subscription state: Manage Subscription while it is active, Renew Subscription with Manage Billing when it is set to cancel at the end of the period, Update Payment Method when a payment is past due, and Renew Subscription once it has been canceled.
2. Atlas Manager checks the license again whenever it has an internet connection. Refresh on the License Status card checks at once.

License Limit Reached

Symptom: The License Status card reads License Limit Reached, and the license card in the Dermi Portal reads Quota Exceeded with "This license exceeds the license limit of your plan. Revoke another license, or contact Dermi support to add licenses." This follows a plan change that reduced the number of licenses.

Solutions:

1. Add licenses: Contact Dermi support to add licenses to the plan, then create the key with Generate New License in the Dermi Portal.
2. Move a license: While the original computer is available, open the Administration page in Atlas Manager on it and select Clear License under Maintenance. The key can then be activated on another computer.
3. Remove a license: Open the license in the Dermi Portal, select Manage License, then Revoke License. Revoking cannot be undone. The team's member records stay on the account and re-attach when a replacement license from the same account is activated on the same installation.

Creating a license beyond the plan is refused with "You have reached the license limit of your plan (N of M in use). Revoke an existing license, or contact Dermi support to add licenses." While every license is in use, the Overview page notes "All licenses on your plan are in use."

Seat Limit Reached When Inviting or Promoting a Member

Symptom: An invitation, or a Change Member promotion from Assistant to Clinician, is refused in the 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, and the base plan includes one Clinician account and one Assistant account. Invited, claimed, and restricted members and pending promotions all count, so an unclaimed invitation holds a seat until it is claimed or withdrawn.

Solutions:

1. Buy the seat in the request: Where a purchase is offered, the refusal completes the original action once the purchase completes: the invitation is sent, or the promotion is staged.
2. Free a seat: Removing a member frees a seat, and a change from Clinician to Assistant frees a clinician seat.
3. Adjust the seats: Manage Seats on the plan card adds or reduces purchased seats for each account type.

More Members than Seats

Symptom: The license card in the Dermi Portal shows a More Members than Seats notice with the seats in use for each account type, followed by "Every member keeps access until" and a date.

This happens when a license carries more members than seats, for example after a plan change reduced the seats. Nobody loses access before the date, which falls 30 days after the excess was recorded.

Solutions:

1. Purchase the missing seats before the date, from the notice where a purchase is offered, or from Manage Seats on the plan card.
2. Select Remove Member on members until the team fits the seats. The member's access ends at the installation's next check-in, and everything they documented stays with the team.
3. Change a member from Clinician to Assistant with Change Member, which frees a clinician seat.

If the date passes with the team still over its seats, the most recently added members beyond the seats are restricted and cannot sign in, as described in Troubleshooting Account and Authentication Issues. Adding a seat or removing another member lifts the restriction at the next check-in, or at once with Sync Now on the User Accounts card under Administration in Atlas Manager.

Atlas Is in Limited Access Mode

Symptom: Atlas shows a Limited Access Mode card with "The license could not be validated because this system is offline. Reconnect to the internet to restore access." Changes are refused with a "License expired" notification, and image upload shows License Required for Image Management.

After seven days without a successful license check, Atlas keeps records viewable and exportable but refuses creating, changing, or deleting them. When the subscription is active, the license only needs to be checked again, although the notification reads "License expired".

Solutions:

1. Reconnect the host computer to the internet. Atlas Manager checks the license on its own, or at once with Refresh on the License Status card. In Atlas, Refresh Status on the card applies the result.
2. If the card reads "The license could not be validated because the license server could not be reached. Access is restored after a successful check.", the host computer is online but cannot reach Dermi; see Cannot Reach the License Server below.
3. If the License Status card reads Subscription Expired, License Limit Reached, License Disabled, or License Inactive, follow the section for that status.

License Disabled, Inactive, or Unknown

Symptom: The License Status card reads License Disabled, License Inactive, or License Status Unknown.

Solutions:

1. License Disabled ("This license has been disabled. Please contact Dermi support.") follows an action by Dermi. Contact support at support@dermi.ai.
2. License Inactive ("No license has been activated. Please enter a license key.") means no key is active on this installation. Enter the key on the License Status card and select Activate License.
3. License Status Unknown ("The license status could not be determined. Please try again.") clears with Refresh once the host computer is online.

License Refused After Hardware or System Changes

Symptom: The license stops working after a hardware upgrade or an operating system reinstallation.

Solution: A license is tied to the computer it was activated on, and major changes can end that tie. Open the license in the Dermi Portal, select Manage License, then Revoke License, create a replacement with Generate New License, and enter it in Atlas Manager with Activate License. Revoking cannot be undone.

Cannot Reach the License Server

Symptom: License checks fail with connection errors.

Solutions:

1. Check that the host computer has a stable internet connection. Checks can fail intermittently on a slow or unstable connection.
2. Check that a firewall or proxy does not block infra.dermi.ai on port 443.
3. Check that the host computer resolves infra.dermi.ai; incorrect DNS settings prevent the connection.

Related Articles

• Seats and Team Billing for how seats are counted, purchased, and reduced
• Inviting and Managing Team Members from the Dermi Portal for invitations, member changes, and removals
• Troubleshooting Account and Authentication Issues for the sign-in messages a restricted or removed member sees