Issue

Customers are encountering a licensing error message when exiting ProFile:
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The error reads: "Suspend License Failure. We were not able to suspend your license. Do you want to try again or exit without suspending your licenses?"

Resolution

ProgramData is a hidden folder; it is necessary to search and identify it.

1. Close ProFile.

2. Open a Windows Explorer window.

3. Enter the term  %programdata% in the folder search bar and press <Enter>:

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The ProgramData folder displays.

Select the GreenPoint folder.

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  4. Rename all files in the GreenPoint folder with the ".ecml" designation to "[FILENAME]_old.ecml".

5. Rename the file gp.dat in the directory to gp_old.dat.

6. Rename the folder titled BackupFiles" to BackupFiles_old.

7. Open ProFile.

8. Re-enter the license key previously attempted. The license is accepted and a green checkmark displays as confirmation.