Error shown when I try to licence my Player?


When I try to licence my commercial Player I am getting an error message?

“Sorry your trial licence has expired and we did not find your licence pool email address in our systems or no licences were available. Please check your email address and that the date and time on your device are correct before trying again.
If you need to purchase a licence please contact your service provider.”

Possible Cause:

You may have already used all of your available Licenses.


Login to your Customer Portal account and click on ‘My Products’ and click on the appropriate licence type. The amount of licenses you own are displayed in the top right hand corner of a licence pool. Click on View Devices on the licence pool card to view all the devices that are currently licensed against the pool and ensure you have enough licenses for the amount of Displays you wish to deploy.

You may need to purchase further licenses or un-licence a device. Please see Player Licence Management for further information.

Possible Cause:

The Licence version may not be compatible with your Player version.

For example you may have recently purchased a licence which by default will be the latest version, but your Player version is 1.7


Ensure that any available licenses are suitable for the Player version you wish to licence. Please see the section regarding upgrading on the Player Licence Management page.

Further checks:

If you have confirmed you have licenses available and they are compatible with your Player version, please check the following:

Ensure that the date and time are set correctly on your device

Check to see if you are able to use the device browser to reach any website

If these checks prove to be correct then please Open a Ticket providing a screenshot of the status screen for your Player, as detailed here: Getting the Player Status

Useful Links:

Player Licensing
Licensing Issues
Upgrading Players