Troubleshooting Licensing and Subscription Issues

License Shows as Expired

Symptom: The license status displays as expired, preventing access to Dermi Atlas Professional features.

Solutions:

1. Verify the subscription status in Dermi Portal. An active subscription is required for the license to remain valid.
2. If the subscription has lapsed, it can be renewed from the Plan Status Card on the Overview page in Dermi Portal using Renew Subscription or Manage Subscription, which opens the Stripe billing portal.
3. 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: A quota exceeded error appears when attempting to activate a license on a new device.

Solutions:

1. To free a license slot, open the license in Dermi Portal and use Manage License => Revoke License. This is permanent and cannot be undone. To bring a device back online, generate a new license key in Dermi Portal and enter it in Dermi Atlas Manager using Activate License.
2. If additional devices are needed, the subscription plan can be upgraded through Dermi Portal.

License Cannot Be Verified Offline

Symptom: License validation fails when the host machine has no internet connection.

Solutions:

1. An internet connection is required for initial license activation and validation.
2. After a successful online check, the installation can continue to operate offline for a limited period. Reconnecting to the internet periodically allows the license to re-validate automatically before that period runs out.

License Validation Fails After System Changes

Symptom: The license becomes invalid after hardware upgrades, OS reinstallation, or other system changes.

Solutions:

1. A license activation is tied to the specific device it was activated on. Significant hardware changes or operating-system reinstallation can invalidate the activation.
2. 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.
3. 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:

1. A disabled status indicates an administrative action. Contact support at support@dermi.ai for assistance.
2. An inactive status means the license key has not been activated on this installation. 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:

1. Verify that the host machine has a stable internet connection.
2. Ensure that infra.dermi.ai on port 443 is not blocked by a firewall or proxy.
3. Check DNS resolution for infra.dermi.ai. Incorrect DNS settings can prevent connectivity to the license server.