When you purchase a new, upgraded, extended, or add-on Kerio Connect license, the new license information is downloaded to your server automatically, usually within 48 hours. However, there may occasionally be delays in the process, and this article explains how you can resolve any licensing issues. It contains the following sections:
How Does the Kerio Connect Licensing Process Work?
Kerio Connect licenses are sold exclusively through authorized GFI partners. If you wish to upgrade, extend, add-on, or renew your Kerio Connect license, please visit GFI Software to find your nearest Kerio Distributor or Reseller.
The following steps detail the license purchase and update process:
- The customer purchases a new license, upgrade, add-on, or extension from their GFI Sales Partner.
- The order is lodged with GFI Sales, who process the order through to GFI Accounts.
- The updated license information is loaded into the Kerio customer account record system.
- The reseller or distributor emails the new license key to the customer.
- The updated license key file is automatically downloaded to the customer's on-premise server.
Note: The time it takes from when you purchase your license to when it is automatically updated on your server can be delayed by several factors outside the control of GFI. For this reason, we recommend purchasing your license upgrade at least two weeks before its expiration date.
Six Steps to Resolving Licensing Issues
Depending on the root cause, one of the below steps should resolve your licensing issue. Follow these steps in the order presented to resolve your issue efficiently.
- Check the spam or junk mail folder for your license key.
- Manually update the product registration using your license key code.
- Manually update the product registration by downloading the license key file.
- Check that your license OS matches that of your Kerio Server host system.
- Install a temporary trial license.
- Contact GFI Sales.
Check the Spam or Junk Mail Folder for Your License Key
Manually updating your license information is first going to depend on having a valid license key code, which should have been provided to you in an email by your GFI Sales Partner. You may not have received it for any of the following reasons:
- The license key email may have been trapped in your junk mail or spam folder.
- The email may have been sent to a different email address.
- Your GFI Sales partner may have made an error with your email address.
If you still don't have your license key after checking the above, please contact your GFI Sales Partner for assistance.
Manually Update the Product Registration Using Your License Key Code
Note: This process requires that you have obtained a valid license key code and that your Kerio Connect server has a working connection to the internet. If these prerequisites have not been met, then proceed to the next step in the resolution process. If you have not yet received your license key code, then please contact your GFI Sales Partner.
Open the Kerio Connect Administration console.
Select Dashboard, and then click on Update registration info.
In the Product Registration window, insert your license key code (also known as the license number) provided by your GFI Sales Partner, enter the captcha security code, and click Next. This action retrieves the license key file from GFI and downloads it to your server. The Kerio Connect license product expiration date, as well as any new add-ons or software maintenance, changes automatically.Note: If you see the error Unable to continue. The security code or license key is not entered correctly, then verify that the server has a working connection to the internet and is allowing outgoing HTTPS traffic for Kerio Connect on port
443of your firewall.
If you cannot resolve either of these issues, then proceed to the next step in the resolution process.
Manually Update the Product Registration by Downloading the License Key File
If your license information has not been automatically updated to your server yet and manually updating the product registration didn't work, you can manually update the license by following these steps:
Open the Kerio Product registration page in your web browser.
Enter your license key code in the Server license number field and the captcha code in the Code from Image field, and then click NEXT.
The next screen displays a summary of the license details. If these details are out of date or incorrect, then proceed to the Contact GFI Sales step of the resolution process for further assistance. Otherwise, click NEXT to continue.
On the next screen, choose the correct operating system for your Kerio Connect server, select the language, and then click NEXT.
The next screen (5/6) shows all of the license details. Click FINISH.
Now you are ready to download the
license.keyfile. Click DOWNLOAD THE LICENSE.
Open the Kerio Connect Administration console.
Select Dashboard, then click on Install License.
In the dialogue box, click Browse, and then select the
license.keyfile downloaded previously.
Your Kerio Connect server license is now fully registered.
Check That Your License OS Matches That of Your Kerio Server Host System
Every Kerio Connect license has a specific Operating System (OS) included in the license file. If it does not match the host system, then the license registration process will fail. If you have changed the OS of your host system (e.g., migrated from Windows Server to macOS), then read the article Changing the Operating System of a Kerio Connect License Key.
Install a Temporary Trial License
Contact GFI Sales
Let's suppose you have tried all of the above steps. You have received a new license key and invoice from your GFI Sales Partner. However, your server license registration information is still not updated, or the information is incorrect. In that case, then please contact GFI Sales directly. Be prepared to provide the following information:
- The name and company of the person who purchased the license
- Your Kerio Connect server license key
- The date of your license purchase
- A copy of the invoice issued by your GFI Sales Partner