My Esri: Unfortunately your request could not be completed. Please try again

Error Message

When attempting to authorize a Concurrent Use license offline on the My Esri (Secure Site Operations) webpage, the process fails after uploading the authorization.txt file, and the following error message is returned:

Error:
Unfortunately your request could not be completed. Please try again.

Cause

• This is a known issue when using ArcGIS License Manager 2023.0 to generate the authorization.txt file, caused by BUG-000162359.
• The authorization request has exceeded the maximum number of available licenses, or the machine has undergone an incomplete recovery of licenses. This can occur if My Esri lists two different MAC addresses for the same UMN ID.

Solution or Workaround

Depending on the cause, the workarounds provided are applicable.

Note:
The Concurrent Use license type and ArcGIS License Manager were deprecated on July 1, 2025. For more information, refer to Deprecation: Concurrent Use License Type and ArcGIS License Manager.

Upgrade ArcGIS License Manager

Upgrade ArcGIS License Manager to the latest version. Refer to License Manager Guide: Upgrading License Manager software from 2018.1-2025.0 to ArcGIS License Manager 2025.1 for instructions.

Clear the trusted storage and recover the licenses

If the authorization request has exceeded the maximum number of available licenses, perform the following solution:

1. Clear the trusted storage on the machine. Refer to How To: Clear or delete trusted storage for concurrent-use and single-use licenses for instructions.
2. Recover the lost licenses. Refer to How To: Recover lost licenses from My Esri for instructions.