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Failed deactivation attempt prevents license from being deactivated or activated on a new PC


QAID # 22718 Published

Question / Problem:

A failed attempt to deactivate a Kofax Express 3.x license prevents the license from being deactivated or activated on a new PC.

Further attempts to deactivate the Kofax Express 3.x license result in the following error message:

9157 - Can’t reach license server

Answer / Solution:

This issue can occur if communications from Express to the Kofax License server succeed, but communications from the Kofax License server back to Express fail due to network issues or blockage.

To resolve this issue:

  1. Close Kofax Express.
  2. Navigate to the following folder:
    C:\ProgramData\Kofax\Kofax Express Licensing
  3. Back up and delete KofaxLicenseManager.xml file
  4. Launch Kofax Express, which will automatically recreate the KofaxLicenseManager.xml file.

On the Help ribbon the Activate button will appear in the License section, confirming that the license has been deactivated on the local machine.

Applies to:

Product Version
Express 3.1
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