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    Dynamics License - FAQ
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    Frequently Asked Questions

     

    Question: When is a new license file required?
    Answer:
    • After initial installation of HSO Innovation Microsoft Dynamics 365 Customer Engagement modules.
    • If new HSO Innovation modules are installed in your Microsoft Dynamics 365 Customer Engagement environment.
    • If the number of assigned users exceeds the number of licensed users.   
    • If your current license is expired or is going to expire soon.
    Question: Why is the button Generate License Request File is disabled?
    Answer:

    When the button Generate License Request File is disabled, the system is missing the relevant license records which are required to generate the request file.

    There are two possible explanations for this situation:

    • The post installation process is not yet finished and the license record files are therefore not yet imported. Please check in your Power Platform Admin Centre if the installation is still 'In Progress'. Wait until the Power Platform Admin Center is displaying 'Installed' which means all background import processes are finished as well. The button will be enabled when the installation is completed and the all required license records are present.
    • The Power Platform Admin Center is showing an 'Installation Failure' which in most cases is caused by a failed execution of a background process. In this situation the license records are most likely not imported, hence the button is disabled. In this situation use the button Discover Modules which will import the required license records for your installed solutions.
    Question: Why do I get error "Error while validating the license from HSO Innovation AG please check if all License (DLF) processes and Cloud Flows are active."?
    Answer:
    • This happens when cloud flow 'DLF - License Roles Maintenance' is turned off. In Power Apps go to the solution License, select Cloud flows and turn on the cloud flow.
    • This could also happen when one or more of the DLF Processes (Actions) are turned off. In Power Apps go to the solution License, select Processes and make sure all DLF Processes (Actions) are turned on by selecting Turn on under the 3 dots.

    Question: Why do I get a error "Resource not found for the segement i.e. 'hds_DLFRequestLicense" if i use one of the buttons in the ribbon bar?
    Answer:
    • This happens when one or more of the DLF Processes (Actions) are turned off. In Power Apps go to the solution License, select Processes and make sure all DLF Processes (Actions) are turned on by selecting Turn on under the 3 dots.

    Question: Why do I get error "Unable to determine the usage for 'Solution' from HSO Innovation AG. Please run the cloud flow 'DLF - License Roles Maintenance'?
    Answer:

    This is happening when there are no License Roles detected and hence the In Use quantity cannot be calculated. Either the cloud flow has not run yet or the license roles have been deleted deliberately. In Power Apps go to the solution License, select Cloud flows and run the cloud flow 'DLF - License Roles Maintenance'.

    Question: I receive a file format error when uploading the license file, what should I do?
    Answer:

    If the error message "The license cannot be applied. File format error, contact your software vendor" comes up, the license file is corrupt.

    If this situation occurs in your environment, generate a new license request file and send it to hsonnlicenses@hso.com. We will deliver you a new license file.

    Question: I have uploaded the license file, the license records are filled correctly but I still receive license errors. What is wrong?
    Answer:

    Most likely you have imported a license file for a different org-id. As a license file is unique to an org-id, you cannot re-use a license file from a different org-id. The org-id is always visible in the name of the license file. Find the correct license file and re-import it into your environment.

    In case you do not have a license file for your org-id, generate a new license request file and send it to hsonnlicenses@hso.com.