Sage 100

Having an issue trying to license Sage Intelligence and getting error re ""The Update server returned an error. It may be that the server is experiencing problems. Either try again later or contact support. The error was: - [[ERROR]:Authorisation Failed please check that your password is correct.]."" We have verified that the customer number and serial are exactly the same as on the current server. I'm guessing a network issue, but nothing on Sage's KB about it except to insist that the numbers are wrong.

Yep, every time I run into this, the numbers are wrong. It's the account number. Use the number after the 'v' and before the '_' in the serial number as the account number.

But I already have this licensed with the exact same numbers on the old server.

I don't know what to tell you. Just that I've run into this before and using that workaround fixed it. Is this an upgrade or just a move to a new server?

Move to a new server

OK, just for spits and giggles, I'm going to try it with the other customer number. And if it works, I just don't even care why. It's one of those days.

Beth--Did you get new serial numbers from Sage's website? Then, if the Sage account number doesn't work, do what Dawn said about the account number. Also, there is a document about clean uninstall and reinstall SI on the workstation. I pulled my hair out at a client until I followed the directions **explicitly**. I did this on the workstation, not server, and that workstation had SI V2013 installed and I updated her to SI V2016. I probably have the KB articles in my car and if you need them, I'll run out there and get the KB numbers.

Are you using a new repository on the new server? If same repository, are you out of licenses (which would probably throw a different error). Have you checked the keys on the portal to make sure they didn't change? Had this yesterday, it was bad serial number and they had to regenerate.

OK, so neither number is working, but it takes longer with the number that ISN'T what has been installed before. I still think it's a network issue, but no idea what. Reluctantly calling Sage.

If you think it's bad keys, go to the sales advisor group (or email them per my conversation with them yesterday). Do not let them send you to support. if you feel it's other than keys, i guess you'll need to go to support.

I'm betting it's going to be resolved at the sales advisor level. Mine has an account number that looks like 87XXXXXXXX. The serial number looks like v87XXXXXXXX_G9XXXXX. Which is odd. Usually, its the 400XXXXX account number/serial number layout for most of our clients.

I just got a new client and their serial number for Sage Intelligence is NOTHING like the current ones, like @LouWagner described. It's ERRM7-P8SIM-UGQCT-NF99T_1. And it works. ANYWAY - the solution for this other client (above) was to use the old customer number - my problem was using a capital ""V"" instead of lower case. HOWEVER, the current server is still working with the new customer number and a serial number with a capital V. I give.

I should add, the serial/customer numbers on my system now are NOT the ones I entered initially. They were automatically changed by Sage at some point, probably when I upgraded to 2016.

And if by chance you customer has Gold plan, make sure Designer unlocks, too. It should be included but sometimes they forget when they generate keys.