View Activation History is blank after banking a license

[SN_8968066]

Today, I created a transfer file from the old PC running Kepware server and uploaded it to the my.Kepware account. The transfer message indicated that the license has now been "Banked". When I go to the "View Activation History" I see 1/0, but I see no other details. The screen is blank otherwise. There is no Kepware license code appearing for the newly banked license that was transferred today. I want to transfer this license to a new PC, as the old hardware has died.

How can this be fixed?

[AKshara]

I will highly recommend opening a support ticket with us.

https://www.ptc.com/en/support/article/CS382681

[SN_8968066]

Status Update:

I submitted a support ticket, after your last post.  The Support Team informed me that the licensed banked correctly even though the "View Activation History" window shows incorrectly; not showing a license number and status, etc. like normal. They told me to activate the license using the license utility tool to activate it on the new PC, and to bank the 30-day emergency license first.  After activating the old license on the new PC, the license information now appears correctly in my "View Activation History" window.  The old license shows that it activated successfully and has a status of "Good" in the license utility application. See photo below.

The bad thing is that the Configuration tool does not recognize the license, as limits the Ethernet communication to ~2hours like when there is no license at all.

The Support Team is not will to help as my support subscription has expired for this license. So, I am stuck now.  My customer will either need to pay for Support or buy a new license.

This is where I am at.

[AKshara]

What was the case number? However, the license has to really go to the Support Sales for the support contract renewal. If I get the case number, I can check what the status is.

-Thank You

[AKshara]

We have found the case details internally, and sent the case to the renewals team, and shortly you will be receiving the support that is needed on a priority basis.

Appreciate your patience!

-Thank You

[SN_8968066 · Accepted solution]

Status update on this item:

• The original Kepware software license did not work anymore.  What I mean by that is the Kepware License Utility Tool accepted the license, but the Configuration Application did not recognize it and maintained the Ethernet device 2-hour limitation on the application. This issue in my opinion is a Kepware application issue and not an end-user issue. My proof is, that in the end, a new license key worked just fine and the original license key didn't work.  I wonder now in reflection, if the old license key would have worked if I had tried using it on an older version of the Kepware software. I am thinking that something must have changed between 2022 and now 2025 in the Kepware application software's regarding the licensing.
   
• In the end, the company I work for explained this to the customer and explained to customer their options: 1) purchase a 1-year support subscription or 2) purchase a new software license or 3) purchase a hardware license key. 
  
  
• The customer was concerned regarding the cost of a new license and what they could do to prevent having to buy a new Kepware license in the future if the PC dies again some day in the future.
  
  
• The customer decided on option #3, which was to purchase a hardware license key.
  
  
• The customer is now up and running

This case is now resolved and this will be my last post.