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Issue

The installation or setup program displays the message “K0021”

The error may occur:

•During installation

Cause

Your system, identified by a serial number, can be installed and used on several computers (usually 2) at the same time.

When you have already used all the licenses available for your serial number and try to install on a new computer, the system displays the error K0021.

Please note that we identify your computers using an electronic fingerprint based on some hardware components of the computer. When replacing important parts of the computer, such as the hard disk or network components, it is quite possible that the electronic fingerprint changes and the computer will be recognized as a different one and this error code will also appear.

How to Proceed

Through the Area for Users you can remove the association between a license and a specific computer and thus use that license to be installed on a different computer.

- Log in into the Area for Users and navigate to the Products & Services page.

- Look for the serial number into the My Products - Perpetual Licenses list and click on the + symbol

- At the bottom of the pop-up box you will find the Licenses list. Identify the computer whose association you want to remove and click the Unlink icon on the Actions column. Then, confirm the action.

Once you compete this process, you will be able to install and run the product in the new computer.