Troubleshoot Fiery options

Activation generates an error message

Error messages provide details about errors and suggest actions to take.

Check Error messages for more information about the error. If the message guides you to contact technical support, you must first generate a diagnostic log file.
To generate a diagnostic log file, open the License Activation page. (See Access the License Activation page.)
Click the Advanced Settings icon in the upper-right corner, and then click Diagnostic Log to generate a diagnostic log file.
When you contact technical support, provide the following information:
- ID of the Fiery server. For more information, see Activating a Fiery option.
- Name of option that you are trying to activate
- License Activation Code (LAC)
- Diagnostic log

Activated Fiery options appear unavailable

The licensing record for Fiery options might not be available. This can happen when you reinstall the system software on your computer or revert to an earlier system state.

To restore licenses from the EFI licensing server, open the License Activation page. (See Access the License Activation page.) Click the Advanced Settings icon in the upper-right corner, and then click Restore.

Deactivated license is not available for reuse

If a license is deactivated manually and the deactivation request file is denied when uploaded to licensing.efi.com, the license will not be available for reuse.

To restore licenses from the EFI licensing server, open the License Activation page. (See Access the License Activation page.
Click the Advanced Settings icon in the upper-right corner, and then click Restore.
Retry the deactivation.
If the license cannot be restored, contact your Fiery dealer or printer manufacturer for support.

Incorrect system clock settings

If the date and time settings on the system clock are incorrect, your computer may not connect with the EFI licensing server. If this occurs, reset your computer’s clock.