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Frequently Asked Questions

Question: What is "My Kepware"?
Answer: The My Kepware portal provides customers access to the following:

  • Performing all Licensing Operations
    • Activations
    • Transfers
    • Upgrades
    • Renewals
  • Submit a support case
  • Direct Downloads of KEPServerEX / LinkMaster / Redundancy Master / Client Ace

Question: What is an "Activation ID / License Number"?
Answer: The 36 character ID associated with your product purchase

Question: What is an "Emergency Activation ID"?
Answer: Every permanent license is associated with an Emergency Activation ID which is intended for use when licensing issues have been encountered during non-business hours.  Activating this ID will restore functionality to the server for a period of 7 days, giving us time to expedite your issue once you have submitted a Support Ticket

Question: How do I activate the "Emergency Activation ID"?
Answer: The "Emergency Activation ID" is activated in the same manner as the Permanent Activation ID.  For more information on how to activate a license, please see our Licensing Instructions here: https://www.kepware.com/en-us/support/licensing/

Question: Where can I find my Emergency Activation ID?
Answer: a) Upon order fulfillment, an email is sent to the customer containing both the Permanent and Emergency Activation IDs for your product.
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              b) Logon to the My Kepware portal, then enter the 36 character Permanent Activation ID into the "License Information" field and then select "Look Up".  


Question: What is a "Support Renewal File"?
Answer: Upon purchase of a new Support and Maintenance agreement, a .LIC file is created containing the necessary information needed in order to update the License Information on the server itself.