Getting error: "Unable to install license file sent from console because the file is invalid" trying to install a license file into Symantec Mail Security for Microsoft Exchange

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Article ID: 177327

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Updated On:

Products

Mail Security for Microsoft Exchange

Issue/Introduction

While installing the license file to a Symantec Mail Security for Microsoft Exchange (SMSMSE) a window pops up with the error, “An error occurred.  Unable to install license file sent from console because the file is invalid.” 

Cause

There are multiple causes for this problem.

  • The date and time on the computer is incorrect.
  • The start date or end date of the license file is incorrect
  • There are multiple licenses in the licenses folder.

Resolution

Please work through the following sections to solve the problem:

Check the date and time on the computer:

  1. Open Control Panel.
  2. Click Date and Time.
  3. Make sure the date and time are correct.
  4. If date and time are correct, proceed to the next section.


Check the dates in the license file:

  1. Open the license file in a text editor, such as Notepad.
  2. Make sure the start date (<start_date> YYYY-DD_MM <start_date>) is not in the future.
  3. Make sure the end date, (<end_date YYYY_DD_MM <,end_date>) is not before the start date or in the past.
  4. If the dates are not correct, request a new license file from the Symantec Licensing Portal https://licensing.symantec.com or contact Customer Care Assistance at 800.721.3934.

Check the product in the license file:

  1. Open the license file in a text editor, such as Notepad.
  2. Make sure the product name (<product_name> Name of the Product </product_name>) includes the product you are trying to license.  Some "Name of Product" entries include multiple products which require checking for <name>SAVFMSE Virus Definitions</name> (SMSMSE virus definitions license) and <name>Brightmail AntiSpam Content</name> (SMSMSE Symantec Premium AntiSpam license) entries to verify that it is a valid SMSMSE license.
  3. If the product name is not correct, request a new license file from the Symantec Licensing Portal https://licensing.symantec.com or contact Customer Care Assistance at 800.721.3934.


To clear multiple licenses from the licenses folder:

  1. Go to C:\Program Files\Common Files\Symantec Shared\Licenses (32 bit) or C:\ProgramData\Symantec Shared\Licenses (64 bit)
  2. Create a new directory with a name, such as "old license files".
  3. Move only the SMSMSE licenses to the directory created in the previous step.
  4. Delete the .slf files from the following folders:
    1. C:\Program Files\Symantec\SMSMSE\<version>\Server\Spam Prevention (32 bit) or C:\Program Files (x86)\Symantec\SMSMSE\<version>\Server\Spam Prevention (64 bit)
    2. C:\Program Files\Symantec\SMSMSE\<version>\Server\UPLOADS (32 bit) or C:\Program Files (x86)\Symantec\SMSMSE\<version>\Server\UPLOADS (64 bit)
    3. C:\Program Files (x86)\Common Files\Symantec Shared\Licenses (64 bit)
  5. Install the license using the SMSMSE Console.