Licensing and Account FAQs

What happens after my order is processed?

 

  • Immediately after your order is processed, you will receive an email with your customer ID and password along with your invoice (if purchased directly).
  • Please allow 2-3 business days for the license to be allocated to your account but we ask that you check your account continuously after you receive your email with your logon details.
  • The start date for maintenance begins on the day the order is processed. It does NOT begin on the date the software is downloaded.
 

How do I reset a license?

SolarWinds License Manager provides users the following capabilities:

  • Easily migrate licenses from one computer to another without contacting SolarWinds Customer Service
  • Upgrade from one production license level to another
  • Upgrade from evaluation licenses to production licenses

Requirements

The following needs must be satisfied in order to successfully run SolarWinds License Manager. Please note that you must have active maintenance on your products in order to use the License Manager.

Need Item
Install Location SolarWinds License Manager must be installed on the same computer as the products to be migrated.
Connectivity Computer must have access to the internet
.net Framework v2.0 or later, links to the framework are included in the installation
Operating System The following operating systems are supported:
  • Windows 2000 SP4 with Update Rollup 1 or later
  • Windows Server 2003 SP1 and higher, including R2 (32-bit & 64-bit)
  • Windows XP
  • Windows Vista
 
Browser The following browsers are supported:
  • Internet Explorer 6 or later
  • Firefox 2.0 or later
 

Notes:

  • SolarWinds License Manager does not reset Kiwi, ipMonitor, or LANsurveyor product licenses. You can reset your ipMonitor verstion 9.x.x license by launching the ipMonitor Configuration Program, clicking Software Licensing, and then clicking Park License. To reset your ipMonitor version 10.x and greater, you must contact customer support.
  • License Manager must be installed on a computer with the correct time. If the time on the computer is off 24 hours in either direction from the Greenwich Mean Time clock, you will be unable to reset licenses. Time zone settings do not affect and do not cause this issue.

Installing License Manager

Install License Manager on the computer from which you are uninstalling currently licensed products.

To install License Manager:

  1. Click here to download License Manager
  2. Unzip the downloaded file, and then run LicenseManager.exe.

Using License Manager

You must run License Manager on the computer where the currently licensed SolarWinds product is installed.

To deactivate currently installed licenses:

  1. Start the License Manager from the SolarWinds Program group
  2. Check the products you want to deactivate on this computer
  3. Click Deactivate
    Note: Deactivated licenses are now available for activation on a new computer.

When you have successfully deactivated your products, log on to the computer where you want to install your new implementation and install the product. When asked to specify your license, provide the appropriate information. The license you deactivated earlier is assigned to the new implementation.

To upgrade currently installed licenses:

  1. Start the License Manager from the SolarWinds Program group
  2. Click Upgrade in the Action column next to the products for which you want to upgrade the license on this computer
  3. Complete the Activation Wizard to upgrade your license.

To activate a currently installed evaluation and license the product:

  1. Start the License Manager from the SolarWinds Program group
  2. Click Activate in the Action column next to the products you want to register as licensed products on this computer
  3. Complete the Activation Wizard to upgrade your license.

If you are unable to use License Manager for your license resets, please submit a ticket to Customer Service via your customer portal or on www.solarwinds.com/support/ticket/.

How do I merge multiple accounts that are registered to me or to my organization?

If you have multiple accounts and would like them merged please fill out the Merger Request Form and return to customerservice@solarwinds.com

Please note that this request can take up to two weeks to fulfill.

How can I change the account name of my Company?

Please fill out the Company Name Change Form and return to customerservice@solarwinds.com.

Please note that this request can take up to two weeks to fulfill.

How can I transfer a product from one account to another?

Please fill out the Asset Transfer Form and return to customerservice@solarwinds.com.

Please note that this request can take up to two weeks to fulfill.

For all other sales queries please contact your sales team for your region.