Troubleshooting

This page describes common problems that may occur when installing manage.ID and how to resolve them.

License Upload Failed

Condition: manage.ID displays the error message License upload failed.

Wrong customer number

Cause: You have entered an incorrect customer number.

Remedy:

1. Check your customer number. It is listed in your license and in the email with which your license was sent to you.
2. Enter the correct customer number.

For more information, see Activating Your License.

Expired license

Cause: Your license has expired.

Remedy:

1. Check the expiry date and confirm it lies in the future.
2. If your license has expired, contact support to obtain a renewed license.

Wrong Java Version

Condition: An error message appears during installation related to the Java version.

Cause: Your device has a Java version installed that is higher than the version required by manage.ID.

Remedy: Change the Java version on your device to Java SE 19.0.1.

Web Help Not Available

Condition: You cannot access the manage.ID web help.

No internet connection

Cause: Your device does not have a stable internet connection.

Remedy: Ensure that your device has a stable internet connection.

Intranet only

Cause: Your device is only connected to an intranet without internet access.

Remedy: Ensure that your device has an open internet connection.