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How To: Recover lost licenses from My Esri

Summary

This article describes the steps to recover lost licenses from My Esri.

Procedure

There are two methods to recover lost licenses:

  • Recover licenses on a machine by searching for the relevant ArcGIS product
  • Recover licenses by using a machine's Unique Machine Number (UMN)
Note:
To perform the following steps, the 'Esri Admin' or the 'Take Licensing Actions' permission is needed.  Sensitive information such as machine IDs, license numbers and other personal information have been obfuscated in the following screenshots. 
Note:
If the affected machine can still be accessed, do not use the Recover Lost Licenses option on My Esri. Follow the instructions in the articles listed in the Related Information section, below to deauthorize the license(s) instead. 
Warning:   
The Recover Lost Licenses is a process to retrieve licenses from a machine which is no longer accessible due to a system failure, system loss or destruction. The License Recovery process requires the signature of the organization’s License Administrator in a Certificate of Destruction. This process is irreversible and is used as the absolute last option when all other solutions to rectify the problem have failed.

Recover licenses on a machine by searching for the relevant ArcGIS product
  1. Log in to My Esri and click the My Organizations tab.

    Image of the My Esri My Organizations tab.
     
  2. Click the Licensing tab. This brings up the Licensing Overview page. With the correct permissions, the Recover Lost Licenses option is shown.

    Image of the Licensing tab
     
  3. Click Recover Lost Licenses.
  4. Under Step 1: Find Your Machine, select the first option, I know of at least one Esri product on the machine.

    Image of the Recover Lost Licenses page
     
  5. Search for the machine by populating the drop-down boxes. Click Search.

    Image of the Recover Lost Licenses machine search page.
     
  6. A list of results is shown. Select the machine from which to recover the license.

    Image of the search results page.
     
  7. Review the selected machine to ensure it is the correct machine.

    Image of the Review Selected Machine page.
     
Note:
After reviewing the selected machine, the options to go back if this is not the correct machine, or to proceed with the license recovery process are presented.
  1. Review and agree to the terms and conditions. Click Next.

    Image of the 'Accept Terms and Conditions' page.
     
  2. Fully review the selected licenses to return. If the selection is correct, click Process Return. A confirmation screen showing the status of each recovered license is returned.

    Image of the selection review and the Process Return page.
Image of the license return status.
 
Recover licenses on a machine by searching for the machine's UMN
  1. Log-in to My Esri and click the My Organizations tab.

    Image of the My Esri My Organizations tab.
     
  2. Click the Licensing tab. This brings up the Licensing Overview page. With the correct permissions, the Recover Lost Licenses option is shown both in the Licensing panel as well as a card.

    Image of the Licensing tab
     
  3. Click Recover Lost Licenses.
  4. Under Step 1: Find Your Machine, select the second option, I have the machine's UMN IDs.

    Image of the Recover Lost Licenses page
     
  5. Enter the UMN for the machine and click Search.

    Image of the Select Machine page
     
  6. A single result is returned. Click Select.

    Image of the search results page.
     
  7. Review the selected machine to ensure it is the correct machine from which to recover the license .

    Image of the Review Selected Machine page.
Note:
After reviewing the selected machine, the options to go back if this is not the correct machine or to proceed with the license recovery process are presented.
  1. Review and agree to the terms and conditions. Click Next.

    Image of the 'Accept Terms and Conditions' page.
     
  2. Fully review the selected licenses to return. If the selection is correct, click Process Return. A confirmation screen showing the status of each recovered license is returned.

    Image of the selection review and the Process Return page.
     
The recovered licenses can now be used to authorize a different machine.

In the event of licenses not returned successfully, a summary of licenses returned and not returned is presented. In this case, work with Esri Customer Service or your local distributor to finalize the recovery process.

Related Information