# Troubleshooting licensing

{% hint style="info" %}
If you have a troubleshooting question about licensing that is not answered below, please contact [**documentation@rmhpos.com**](mailto:documentation@rmhpos.com) to request an update to this topic.
{% endhint %}

## Scenario: Customers are prompted to enter their license key again

In this scenario, a customer opens a licensed RMH app and is prompted to enter their license key to activate the app. However, the customer has previously activated the app, so they are confused about why they are being prompted to enter the license key again.

This usually happens because an employee has logged in to the computer using their Windows credentials and opened a licensed RMH app, which locks the activation signature stored on the computer under C:\ProgramData\RetailHero. If the employee locks Windows but doesn't shut down the RMH app, the app process continues running in the background and the activation signature remains locked. Later, if a different employee logs in to the computer using different Windows credentials and opens the same licensed RMH app, the app will attempt to access the activation signature. Unfortunately, the app will be unable to access the activation signature because it is locked. The app will prompt the employee to enter the license key to activate the app on the computer again (and create a second activation signature).

To resolve this issue, you can:

* Identify which employee previously logged in to the computer, and ask them to log in and close the RMH app to unlock the activation signature.
* Enter the license key to activate the app on the computer again (and create a second activation signature).
* Log in to the license management portal, locate the computer (device) where the license is activated and in use, and revoke the license for that app and unlock the activation signature. (You can also reset the license for the app. However, after the reset you will need to enter the license key to activate the app on the computer again.)

## Scenario: Activation fails with the error "Date header is not valid or set in past"

There are two situations where activation may fail:

* An RMH partner installs a licensed RMH app on a computer and enters the license key to activate the app.
* A customer opens an RMH app that was previously activated.

If the activation fails with the error "Date header is not valid or set in past" in the log file, the most likely cause is a time synchronization issue between the computer and the time server at time.windows.com.

To resolve this issue, you can:

1. Right-click the date/time in the computer's system tray and select **Adjust date and time**.
2. In the **Date & time** system settings window, locate the option to synchronize the computer's time with the time server and click **Sync now**.


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.rmhpos.com/installation/licensing/licensing-troubleshooting.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.