You may see this error if you're using multiple servers for SBM and the Serial Numbers in the Security area of Configurator for the STS, Federation Server, SSO Gatekeeper Trust Keys don't match.
The following steps can help streamline the process if there are multiple serial numbers and/or products hosted on a single Serena License Manager instance.
If another user account logs onto the machine and tries to access Araxis the receive a message to register their details. It will not accept the original serial number .
Go to “My Support Profile” and register your product Product, Serial Number and Company Name must match Serena’s records. Full website access requires a current maintenance agreement on the serial number being registered.
