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Article ID: 3776, created on Feb 8, 2008, last review on Apr 11, 2018

  • Applies to:
  • Helm

Symptoms

When trying to update my licence through the Configuration Tool, it tells me that it is Unable to Update Licence Information when I click the update button.

Resolution

1) Can you get to this address?

http://licencing.webhostautomation.com

It should say Connection Attempt OK

2) If yes, can you make sure that XML 4.0 is installed? Go into Add/Remove programs and look under MSXML 4.0 SP2. Choose Change and then choose Modify. Is the XML SDK installed? If not, select it and install. Now try to update the licence in the Configuration Tool.

3) If you still cannot connect, it can be a personal firewall or other 3rd party application which is preventing connection to the licencing server. It should be disabled.

4) Please try to ping the licensing server directly:

PING licensing.webhostautomation.com (199.115.107.68) 56(84) bytes of data. 64 bytes from old-licencing.webhostautomation.com (199.115.107.68): icmp_seq=1 ttl=105 time=264 ms

If licensing server does not respond to ping command, please contact Odin Customer Service at:

https://www.odin.com/support/request/

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