LP360 Licensing Troubleshooting – Unable to Get a License

This article is the primary troubleshooting guide for situations where LP360 cannot obtain a license. Follow the steps below in order. Most license issues can be resolved without reinstalling LP360 or restarting any license services.

Step 1 – Identify Your License Type

Before troubleshooting, confirm which license type you are using. The steps differ depending on the license model.

• Subscription License – Timed floating licenses managed through the LP360 Portal and checked out while signed in.
• Perpetual License (Hosted) – Floating licenses, typically with no expiration date but with a maintenance expiration date, hosted by GeoCue.

You can verify the selected license type in LP360 → File → License Manager → Credentials .

Step 2 – Confirm You Are Signed In (Required for Subscription Licenses)

Subscription licenses require you to be signed in to LP360 using your LP360 Online account. 

Optional but impactful for perpetual.

1. Open LP360 → File → License Manager or the License Manager button on the Support tab.
2. On the Activation tab -> Credentials dialog, confirm you are signed in.
3. If not signed in, sign in using the same email address used in the LP360 Portal.

If you are signed in but do not see any available licenses on the License Manager -> Licenses tab, you may not be connected to the correct license pool for your organization.

<Troubleshooting: Your Connection to Subscription License Pool>

See Step 4 – Verify the Correct License Type Is Selected

See Step 5 – Verify Network and Firewall Access (Perpetual Licenses)

If you are signed in and see licenses listed on the License Manager -> Licenses tab, if the maintenance or software expiration date is not expired (date shown in red), then they may already be in use. 

See Step 3 – Check Whether the License Is Already in Use

Step 3 – Check Whether the License Is Already in Use

Common scenarios

• The license is currently in use on another computer.
• The license was previously roamed and has not yet expired.
• A machine was retired or reimaged without checking the license back in.
• If you see a "No licenses available" message. 

Note: If LP360 or the operating system recently crashed, a floating license may appear in use temporarily. In most cases, the license will automatically recover after a short period of time. After a crash, this recovery period may take up to approximately 30 minutes.

If the license does not become available after this time, follow the license recovery steps linked below.

• Perpetual Floating License – Check license usage in the LP360 Perpetual Client Portal. Use the license recovery workflow.

Learn How to check license server status and license usage in the Perpetual Client Portal

Learn How to Recover a Floating Perpetual License

• Subscription License – Check license usage in the LP360 Portal. Use the license recovery workflow.

Learn how to use the LP360 Portal for Subscription License Management

Learn How to Recover a Subscription License

Note: Restarting the license service is not required and is often not possible in customer environments.

Step 4 – Verify the Correct License Type Is Selected

This step assumes you are already connected to the correct license pool (Subscription or Perpetual). If you have not yet verified this, return to Step 2 before continuing.

This step assumes the desired license is available. If you have not yet verified this, return to Step 3 before continuing.

LP360 can successfully obtain a license while still running with the wrong license level for your workflow. This commonly occurs when an Explorer or Viewer license is checked out instead of a full license such as LP360 Drone.

If LP360 opens successfully but required tools or workflows are unavailable, verify that the correct license level is checked out.

1. Open LP360 → File → License Manager.
2. Select the Licenses tab.
3. Review the Available Licenses dropdown.
4. Ensure the appropriate license level is selected (for example, LP360 Drone, not EVO Explorer).
5. Select Check Out License for the correct license level.

If an Explorer or Viewer license is checked out, LP360 will run but advanced tools and workflows (such as LP360 Drone processing) will be unavailable.

After checking out the correct license, close the License Manager and continue working.

Step 5 – Verify Network and Firewall Access (Perpetual Licenses)

LP360 must be able to establish a direct outbound network connection to the hosted license server specified in your license configuration. Network restrictions such as firewalls or security software are a common cause of license checkout failures.

Hosted Perpetual Licenses

• Hosted perpetual licenses require a direct outbound connection to the GeoCue-hosted license server.
• Proxy servers are not supported for hosted perpetual licenses.
• If outbound traffic is routed through a proxy, LP360 will be unable to validate or check out a hosted perpetual license. If your organization requires the use of a proxy for outbound internet access, a hosted perpetual license will not function in that environment.
• Outbound TCP access must be allowed to the perpetual server specified in your license string, "server=".
• The ports as specified in the LP360 Portal -> Admin -> Organization section must be open for outbound communication with the hosted server.
• Endpoint security or antivirus software may require exceptions to allow license validation.

If your organization uses a firewall, VPN, or proxy server, ensure these connections are not blocked. If network connectivity is restricted by organizational policy, assistance from your IT administrator may be required.

Add the required Firewall and Defender Style Program Exceptions for LP360

Network Port Filtering

LP360 requires outbound TCP access to the license server and ports specified in the license configuration. If these ports are blocked or filtered by a firewall or security appliance, license validation will fail.

This commonly results in license server or license string errors even when the license information is correct.

For detailed steps on verifying required ports, see: Troubleshooting: Invalid License Server String Error

HTTPS-only or protocol-restricted environments

In some network environments, outbound traffic may be restricted to HTTPS (TCP port 443) or subject to protocol enforcement. If direct communication to the hosted perpetual license server on the default port is blocked or filtered, LP360 may be unable to validate or check out a license.

In these cases, it may be necessary to configure the license server connection to use HTTPS. Detailed instructions are provided in the related troubleshooting article. 

Troubleshooting: Invalid License Server String Error

Step 6 – When to Contact Support

If you have completed all steps above and still cannot obtain a license, Contact Support and include:

• Your LP360 version number
• Your license type (Subscription or Perpetual)
• The exact error message shown in License Manager
• Whether the license previously worked on this machine

Providing this information allows Support to resolve the issue more quickly.

Related Articles

• Learn How to Recover a Floating Perpetual License
• Learn How to Recover a Subscription License
• Learn How to check license server status and license usage in the Perpetual Client Portal
• Learn how to use the LP360 Portal for Subscription License Management
• LP360 License Manager Overview
• Troubleshooting: No licenses available
• Troubleshooting: Invalid License Server String Error