Troubleshooting

Each blocking screen names its own state. Find that wording below — the cause and the fix are different for each, and the fix is usually thirty seconds.

Licence — wrong account#

The key is real and correctly signed, but it was issued for a different tenant. Almost always the wrong key was pasted — for instance a staging key into production.

Fix:edit the extension's install parameters and paste the key for this tenant. If you only have one key and are not sure which tenant it belongs to, ask us — we can confirm from the licence id.

Licence — invalid signature#

The key was altered after we sent it. In practice this means a character was added or lost in copy-paste — a leading space, or the last character cut off.

Fix: re-copy the whole string from our email, with no whitespace at either end, and paste it again. If the email is gone, we will re-send the same licence.

Licence — expired#

The contract end date has passed.

Fix: contact us to renew. Paste the new key into the same field and reload the Shell. Your screens and records are untouched — see about your licence.

Licence — revoked#

This specific licence was revoked, usually at a customer's own request after a suspected leak, or as part of a contract change.

Fix: paste the replacement key if you were issued one. If the revocation is a surprise, tell us and we will find out why.

Licence — missing#

The extension cannot read a key from its install parameters — usually left blank at install, or cleared during a manifest update.

Fix:open the extension's install parameters in FSA and confirm the License Key field is populated.

Couldn't reach the licensing service#

The browser cannot reach our validation endpoint. You may not see this immediately — the last good verdict is reused for up to 24 hours first.

Fix: use Retry. If it keeps failing, check whether your network blocks outbound traffic to the hosts the extension is served from. All of these should be on the allowlist:

• app.altiwerk.com
• s4lite-esv.vercel.app
• pwa.altiwerk.com

No seat available#

Your licence is capped by the number of people using it, and the cap is currently full. This is deliberately its own screen rather than a licence error, because it is not one — the licence is fine.

Fix: it is resolved by your own administrator, not by us. Seats explains how the count works and how to raise the cap.

The engine refuses the request#

Products that read live S/4 data go through your engine, and it applies two gates: it must be licensed itself, and the calling tenant must be one its licence covers.

• Everything S/4 fails, health checks pass — the engine is running but not licensed, or its licence has lapsed. Check its licence state endpoint; see health and versions.
• One tenant fails, another works— the failing tenant's account is not on the engine's licence. Tell us the account id and we widen it; a running engine picks that up within the hour without a restart.
• Everything fails including health checks — the engine is not running. That is your platform, not the licence.

A feature I expected is missing#

Products and screen types your licence does not carry are not shown at all — no greyed-out menu, no upsell. If a colleague can see something you cannot, compare the entitlements on the licence page.

Fix: if you want the entitlement, contact us. Upgrades are pro-rated, and the new capability appears as soon as the new key is in.

A download did not arrive#

Extensions run in a sandboxed frame that blocks downloads outright. Our exports route around that, so files do arrive — but a browser that is also blocking pop-ups aggressively can interfere.

Fix: allow downloads from the FSA host in your browser settings and retry. If it still fails, tell us which browser and version.

It worked yesterday#

If nothing changed on your side, the usual causes are: the contract expired overnight, the licence was revoked, or the seat cap filled up. Each has its own screen and its own section above — read the wording rather than guessing, because the fixes are different.