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Licence won't activate NPM

I'm using npm 11.5 and i uninstalled it and formatted server computer. After installed npm 11.5 with trial 30 day i tried to activate it by old activation key. But activation failed and gave me this message "The licence you provided cannot be activated. The activation key you provided has already been used. Provide an unused key and try again". I didn't deactivate my key and on looking at the costumer portal it shows that the key is activated. is anyone to help me?

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RichardLetts

you need to open a case for this -- if you look at the customer portal there are a good number of videos on how to manage licenses, but I believe you have to start by 'releasing' the licences from the working machine before you uninstalled and formatted it...

(reformatting the machine generates a new unique ID used for licencing, so the licence manager doesn't know you have actually removed the licences.)

jstinson1

It's best to release the license before hand using the license manager tool. If you forget call the solarwinds tech support number and chose the licensing option, they will have your key released to use in around 15 minutes or less. Any other products you had installed will need to have there licensed released as well.