FAQ: License Errors

What is a License Error?

A license error occurs when the license management software is unable to verify if a license is being used under valid conditions. These errors typically appear during activation and can prevent users from accessing the software on their current machine.

License errors are usually the result of one or more of the following:

• An incorrect or expired license key
• Network issues preventing license validation
• The software being installed on more devices than the license allows
• Corrupt license files or configuration
• Server-side issues or downtime

Understanding the cause of the error is the first step to resolving it. This FAQ outlines common error messages and provides general troubleshooting steps to help you get back on track.

Error -1

This error occurs when the license files configuration is corrupt. There are many possible causes to this issue, and different varieties depending on operating systems and user circumstances. 

When opening the software, the License Wizard will try to install the service that verifies your license. This requires administrative privileges, as well as access to your main drive. In some cases there are antiviruses that block this access, and a new security policy also limits this access on non-local Windows users. The result is this -1 error code.

On Windows, the following steps can help fix this error:

1. Uninstall the Toon Boom product.
2. If there is an antivirus installed on the computer, temporarily disable it.
3. Reinstall the Toon Boom product.
4. Open the Toon Boom product in administrator mode
5. Try activating your license.

On macOS, the error code may be encountered if permissions were not given to the License Wizard upon launching it for the first time. In order to reset these permissions, the license service must be reinstalled. This can be done by going to the /Library/Application Support/ hidden folder and deleting the FLEXnet Publisher folder, and then opening the software again.

Errors 201 / 202 / 203 / 301 / 302 / 303

These errors usually happen because of a problem with login details. Follow the general steps below to solve the issue: 

1. Close any open instances of the Toon Boom Activation Wizard.
2. Close any open web browsers and tabs, and open a new one.
3. Follow the steps in the How do I reset my Toon Boom account password? article.
4. On the Toon Boom Store page, log off and log in again with the new login details.
5. Once logged into the Toon Boom Store page, go to the Toon Boom Account Overview page and ensure that you can log in using the same details.
6. Once you are able to log into both sites, try activating the license again. 

Error 7288

This error indicates that the activation of the license has been denied. The cause for this is because the license has already been activated for the maximum number of systems allowed by its seat count.

In order to fix this error message, please make sure to deactivate licenses on other machines to free up seats. More information and step-by-step guides on how to accomplish this can be found in the following articles:

• How do I return a license via the internet?
• How do I return my license via email?

Error 7466

This error indicates that the return of the license is denied by the return policy. The most common cause for this error is that the licenses have been returned more than 5 times in a 48-hour period. 

In order to fix this error message, please wait until the 48-hour period has passed since the license was returned for the first time.

Error 7284

This error occurs when trying to return a license activation that is marked as inactive in our licensing system. In this case, it is likely that a manual return was performed for your license, making the activation record on the machine inactive.

To fix this issue, please contact Toon Boom Support with the details of the error message that you’ve obtained. Please specify your operating system, and whether you are comfortable with using a Command Prompt window to execute simple instructions on your system.