Symantec Licensing Programs
Ordering
Activating Software
Upgrading Products
Renewals
Policies
Get Help

Product Activation FAQ

On This Page:
What is License Management?
The License Management application is the Symantec customer-facing website that allows external users to register and manage their product and maintenance licenses

Back to Top

What system requirements do I need in order to access License Management?
You require a system with web access, using Internet Explorer 5.x with 128-bit encryption

Back to Top

Can I buy software on License Management?
No. License Management is designed to assist you in retrieving licenses for software you have already purchased. To purchase Symantec Software, please contact your local Symantec Sales Team. See Local Sales Team Contact Information

Back to Top

What does Adding Licenses do?
Adding licenses allows you to add product and maintenance licenses to your license catalog, so that you can view and transact upon them (i.e., register them to get license keys, add user-defined attributes to license keys, etc.). You can add virtually any Symantec license to your catalog, but for security reasons there may be some restrictions on what you can do with a license (see next question)

Back to Top

5

I added a license to my catalog and now it's not there. Why can't I find it?
When a user registers a license and receives a license key, that user becomes the "owner" of that license. Therefore, if two users add the same license to their catalogs, the first one who registers the license becomes the owner, and the other user will no longer see the license. However, the owner of any license also has the ability to share licenses with other users. If you know who else is using the license you need, you may ask them to share that license with you

Back to Top

What information do I need to have in order to add licenses to my catalog?
In order to add licenses to your catalog, you will need to have an active Licensing Portal account, valid serial number, valid order number, and in most cases a valid customer number. This information will also allow you to generate a license key for your Symantec software

Back to Top

When would I use the "I do not have a Customer Number" radio button during adding licenses?
This should only be used for small business pack and trialware customers. These customers will not have a customer number and can be validated only with a serial number. All other customers should have a customer number in addition to a Serial Number

Back to Top

What is a Serial Number?
The Serial Number is a unique proof-of-purchase identifier for a particular software license. You will need this Serial Number in order to generate and manage a license in the License Management application. Your Serial Number(s) can be found on your Symantec Serial Number Certificate, Serial Number Notification for upgrade insurance, Appliance Software Serial Number Certificate for appliances, or LKRF

Back to Top

What is a customer number?
A customer number is how Symantec identifies a customer within its ordering and licensing systems. The customer number can be found on your Symantec Serial Number Certificate

Back to Top

What if I have more than one customer number?
A customer number is how Symantec identifies a customer within its ordering and licensing systems. The customer number can be found on your Symantec Serial Number Certificate

Back to Top

What is a Host ID?
A Host ID, sometimes called a Node ID, is a unique identifier on a UNIX system. Symantec asks for this ID during license registration and utilizes the ID to ensure that only the license owner can install and use the license

Back to Top

What is a Symantec System ID (SSID)?
The Symantec System ID is a unique identifier for a particular machine. An SSID is similar to a Host ID, except that the Symantec software adds data to the core Host ID value to create a unique string format. The Symantec System ID format varies from product to product, and across machine types

Back to Top

What is a License File?
A License File contains one or more license keys required to activate one or more features of a Symantec product. The License File is delivered via email after a customer has completed a license registration. The file has a suffix of ".slf" for "Symantec License File" and contains secure XML data

Back to Top

How do I move my software to a different machine?
Use the Move Host feature in License Management. First identify the specific license in your License Catalog that you wish to move, go to the License Details page for that license, and then click the "Move License To A New Host" link. You will then be directed through a license registration process, during which you will be asked to enter the new host information. Following the registration, you will receive a new license key (or file) to be used on the new host

Back to Top

I submitted all of the requested information but did not receive a license file email. What do I do?
Some licenses do not generate a License File following registration, but in this case the last page of the registration process should notify you that no file will be sent. If you are sure a file should have been sent, there may be a delay in the email processing, or perhaps you provided the wrong email address when registering. If you are sure you provided accurate information and should receive a License File, you may attempt to register again or you can contact License Support (ßlink to Contact Us)

Back to Top

Can the License Management application tell me which licenses I have purchased?
No. Your license catalog contains only licenses you have added or registered via the License Management application.

Back to Top

Why do I need to register my licenses?
License registration is required in order to get your License Keys. Registration allows Symantec to capture necessary data related to your licenses prior to issuing a License Key

Back to Top

What is the Symantec Agreement Number (SAN)?
The Symantec Agreement Number is very similar to a contract number. All contracts now have a SAN as a unique identifier. Any contract starting before November 2006 will continue to have the associated contract number as well. Contracts starting after November 2006 will only have a SAN as an identifier

Back to Top

What is a Maintenance License?
A Maintenance License, also called a Support Entitlement, entitles a customer to a specific level and duration of support related to a particular product license. For some products, the Maintenance License also generates a License Key to enable "content updates" (e.g., virus definitions, URL lists, etc.)

Back to Top

How do I install a License File?
Different products use different methods of license installation. Please refer to the Licensing section in your product documentation for specific instructions on how to install your License File.

Back to Top

How do I move my license file to a new machine ?
If your product is node-locked, you will need to complete a new registration within the License Management application using the licenses you wish to move. During this registration you will be asked to provide the new Host data. This process is also called "rehosting". For non-node-locked products, you can either use the key on the new host, making note of the additional usage, or you can complete an additional registration if you wish to track new user-defined data for the rehosted license

Back to Top

How do I reissue a license ?
First identify the license in your License Catalog that you wish to reissue, then go to its License Details page. Click the "Email This License" link to send a copy of the existing License Key or License File for the selected license to an email address

Back to Top

What if my license key does not work?
If you are having licensing issues and require assistance, please contact our License Support team. Click here to see our Contact Symantec page

Back to Top

What do I do if I've forgotten or misplaced my key How do I get a duplicate?
You can reissue your key using the License management application, or you can Contact Symantec

Back to Top

What if I cannot find my Serial Number Certificate?
If you have not received your Serial Number Certificate, please contact your reseller or Symantec sales rep to check the status of your order. If you lost your Serial Number Certificate, or you purchased an appliance that does not include an Appliance Software Serial Number Certificate, please contact your local Sales Team

Back to Top

What is a User-Defined Field?
The User-Defined Fields function allows you to add your own descriptive fields to licenses you have registered in the License Management application. These fields can then be used when generating or searching for a license key

Back to Top

What is the difference between "Node-Locked" and "Non-Node-Locked" license keys?
A "Node-Locked" license key is one that can only be used on a single host machine, which is typically identified during the license registration process. "Non-Node-Locked" license keys are not tied to a specific host machine, and therefore may be used on multiple hosts if this is allowed under your license terms and conditions

Back to Top

Will the registration process change if I use Version Upgrades to get product upgrades?
No, you still go to Version Upgrades to get the product upgrade. After accepting your invitation in the Version Upgrades application, you can go directly to your License Management license catalog and obtain your upgraded license keys.

Back to Top

How do I obtain my new Upgrade License Key?
After registering your Upgrade Notification in the Version Upgrades application, you will be redirected to the License Management application where you will view a list of all upgradeable licenses for that notification and be able to select the licenses that you wish to upgrade

Back to Top

How do I change my technical support contacts?
Contact License Support to change technical support contact information. If technical contact information was captured during registration of your entitlement, you cannot change that technical contact information in License Management again.

Back to Top

Why Have I Received Different Types of License Keys?
Symantec's Enterprise products use a variety of license enforcement technologies. Each technology uses its own unique license key format. Many products utilize what is referred to as a Symantec License File (e.g., file.slf), which contains license keys in XML format. Other products use string-based license keys (e.g., the key is made up of a string of characters: ABC-123-DEF-456). In some cases you might register multiple products together, or register a Symantec product bundle. This sometimes results in a mix of key types being delivered - one to enable each of the various products. This is normal, and you should refer to your product documentation for details on how to install your license keys

Back to Top

Why can't I see some of the licenses that I've added to my account?
Licenses are only visible in a user's account if a) the license has not yet been registered, or b) you have registered the license and become its "owner". Multiple users may add the same license to their accounts, but the first person to register the license gains "ownership", and from that point forward the owner must share the license for other users to gain access to it. Sharing enables the owner to allow other users to either view the license data, or generate license keys for the license.

Back to Top

Why has my Serial Number changed?
In some cases, primarily for older Availability (e.g., Storage) product licenses, the License Management application will convert the original license Serial Number to a new one. The new Serial Number format is always one letter followed by ten numbers, and is the only Serial Number that can be used to download product media from our FileConnect site. The original Serial Number can still be used to search for the related license, but if a new Serial Number has been produced then it will be displayed in the results

Back to Top

What is FileConnect?
FileConnect allows you to download your Symantec Enterprise Product media, and request physical media to be shipped for version upgrades

Back to Top

How do I change my shipping address?
If you choose to receive physical media, FileConnect will default to send a CD to your ship-to address. There is an option within FileConnect that allows you to alter this address before shipment

Back to Top

Why is my product not available for download on FileConnect?
Not all Symantec products are available for download at this time. Depending on your product and language specification, certain products may be available only through physical shipment. Please see the list of products available for download, which is available on the FileConnect site

Back to Top

What measures are taken to protect the privacy of my transactions and information?
For complete details, please view the Symantec Software Privacy Policy

Back to Top

Where can I go to read Symantec Legal Agreements for the License Management application?
Different legal agreements are available throughout Symantec License Management. You will be required to accept certain agreements depending upon the various activities that you perform

Back to Top

What do I do if I forgot my username or password?
Your password can be reset and forwarded to your original email address using the Forgot Your Password link from the Login page. If you forgot your username, please Contact Symantec for assistance

Back to Top

How can I change my password?
You can change an account password on the Manage Licensing Portal Account page within the Account Management section of the License Management application. You may also enter the account's username or email address on the Forgot Your Password page, which will generate a new, random password and email it to the account owner

Back to Top

If I already have a License Management account, may I use that to access other applications?
Yes, License Management and all other applications in Licensing Portal share the same login information

Back to Top