Fiery Options Help (client)

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Troubleshoot Fiery options

If problems occur when managing Fiery options, you can troubleshoot them.

For additional information or support, registered users may start a discussion through Fiery Communities.

Parent topic: Managing licenses for Fiery options on client computers

Activation generates an error message

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

  1. 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.
  2. Open the License Activation page to generate a diagnostic log file. (See Access the License Activation page.)
  3. Click the Advanced Settings icon () in the upper-right corner, and then click Diagnostic Log to generate a diagnostic log file.
  4. When you contact technical support, provide the following information:
    • Name of option that you are trying to activate
    • License Activation Code (LAC)
    • Diagnostic log

Activated options Fiery 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.

Open the License Activation page to restore licenses from the Fiery licensing server. (See Access the License Activation page.) Click the Advanced Settings icon () in the upper-right corner, and 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.fiery.com, the license will not be available for reuse. You will need to manually download the deactivation request and reupload the file before the LAC is available for reuse.

  1. Open the License Activation page (See Access the License Activation page).
  2. Click the History icon in the upper-right corner.
  3. Find the option with the Manually Deactivated status and, under Action, click the Deactivate icon to download the deactivation request file.

    The request-Deactivation-0000x-xxxxx-xxxxx-xxxxx.dat file is downloaded.

  4. Copy the request file to a computer that is connected to the Internet.
  5. Open a browser and go to licensing.fiery.com.
  6. Click Browse, select the request file, and then click Upload.

The LAC is available for reuse.

Incorrect system clock settings

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

Adobe Acrobat Kit LAC cannot be activated on macOS

Starting with Fiery Command WorkStation 7.3, Adobe Acrobat kit LAC can no longer be activated on macOS. If you upgrade to Command WorkStation 7.3 on a Mac computer that already has an Acrobat kit activated, a warning appears letting you proceed with the upgrade or cancel. If you proceed, the LAC remains activated and visible, but the kit itself will not work on Command WorkStation 7.3. If you attempt to activate a new Acrobat kit LAC on macOS running Command WorkStation 7.3, the License Activation page blocks the activation with a message stating the kit isn't supported on macOS with your version of Command WorkStation.

The removal of support applies specifically to the following license kits on macOS:

  • Adobe Acrobat Pro 2017 and Enfocus PitStop Edit 2019

  • Adobe Acrobat Pro 2020 Option for Fiery Makeready

If you already have an Acrobat kit activated on macOS, it will continue to be detected and displayed in the Activated Options section. You can deactivate the licenses to recover the LAC for use on a Windows client computer. For deactivation on macOS, you must use the Acrobat Kit Deactivation Helper available on the Fiery Download Center.

Deactivate an Acrobat kit on macOS

You can deactivate an Acrobat kit automatically if the computer is connected to the Internet.

To complete deactivation, you must download the Acrobat Kit Deactivation Helper from the Fiery Download Center.
  1. Open the License Activation page. (See Access the License Activation page.)
  2. Under Activated Options, click Deactivate next to the option you want to deactivate.
  3. In the error message, click Download Center.
  4. Download and install the Acrobat Kit Deactivation Helper from the Download Center.
  5. Return to the License Activation window, click Retry.
  6. Click Deactivate to confirm the deactivation.
  7. Click Finish.

Deactivate an Acrobat kit manually on macOS

If the computer is not connected to the Internet, you must manually transfer data between the computer and the Fiery licensing website to make the Acrobat kit available for activation on another computer.

To complete deactivation, you must download the Acrobat Kit Deactivation Helper from the Fiery Download Center.You will need a storage device to transfer the software between computers.
  1. Open the License Activation page. (See Access the License Activation page.)
  2. Under Activated Options, click Deactivate next to the option you want to deactivate.
  3. In the error message, click Download Center.
  4. Copy the Download Center URL to a computer that is connected to the Internet.
  5. Download the Acrobat Kit Deactivation Helper from the Download Center.
  6. Use a storage device to transfer the Acrobat Kit Deactivation Helper to your original computer.
  7. Install the Acrobat Kit Deactivation Helper.
  8. Return to the License Activation window, click Retry.
  9. Click Deactivate to confirm the deactivation.
  10. Click Create Request File and save the file.

    The Fiery option is deactivated.

  11. Copy the request file to a computer that is connected to the Internet.
  12. Open a browser and go to licensing.fiery.com.
  13. Click Browse, select the request file, and then click Upload.

    The Acrobat kit is available for reuse.