Q&A

I would like to request a revision or an integration. Who do I contact?

If our software does not support the feature you need, you can request it on our website under Help → Feature Request or make the improvement yourself.

Requests with the most votes in the Features Request service get priority when development plans are formed.

In addition, options of designing a custom solution can be considered individually on a paid basis. To clarify the details of a paid custom solution, please contact our technical support team.

How do I report a bug in my product?

Make sure that the problem is not caused by a wrong server setting or any other external factors. If the cause of the problem is a bug in our software, you can report it to technical support through your client area.

Why do I need to switch from the 5th generation to the 6th generation?

This transition is required for BILLmanager, DCImanager 6 and VMmanager 6 to download the latest product updates and receive technical support. 

Generation 5 products are in various stages of EOL or already approaching the ultimate EOL date. This means that the development of such products is stopped and only critical updates are available for them. There is no support for these products, as possible technical problems may have been fixed in new versions.

How do I upgrade from the 5th generation of ISPsystem software to the 6th generation?

To switch to BILLmanager 6 from version 5, you need to update the panel.

For VMmanager 5 and DCImanager 5 platforms, upgrading to version 6 requires migration:

• VMmanager 6 instructions;
• DCImanager 6 instructions.

Can I install an existing license on another server?

Yes, you can. If you change servers, there is no need to order a new license.

To use an already activated BILLmanager, DNSmanager or IPmanager license on a new server, follow these steps:

1. Install a trial panel on the new server.
2. If the old server has data, transfer it to the new server via data import. For example, to import between two BILLmanager servers, see the article Migration between servers.
3. In your client area license settings, enter the IP address of the new server.
4. Update the license file: enter Help → About → Renew license button, or download the license manually with the following command:

/usr/local/mgr5/sbin/licctl fetch mgrName

To activate VMmanager 6, DCImanager 6 licenses you will need a token to update the license information. Read more in the documentation:

• How to change the VMmanager 6 license?
• How to change the DCImanager 6 license?

How do I change the IP address of my license?

1. Enter your ISPsystem client area or the client area of the partner from whom you purchased the license.
2. Enter Products → ISPsystem licenses.
3. Select the required license and click on it.
4. In the form that appears, enter the new IP address.

The IP address of the license can be changed once a month. It is possible to change more often, but only for objective reasons and through a request to the client service department in your client area.

Why am I unable to activate the trial version?

If you get the error "Failed to get license" when trying to activate BILLmanager, DNSmanager or IPmanager trial license, it means the following:

1. A trial license was previously activated on this server. 
2. A commercial version was previously activated on the server.
3. There is no connection to the license servers.

Other reasons are also possible. To view the details, check the log /usr/local/mgr5/var/licctl.log. If you are unable to solve the problem yourself, contact our technical support for advice. 

If you have problems with activating the trial version of VMmanager, DCImanager 6, feel free to contact ISPsystem's technical support.

How to renew monthly and annual licenses

You can renew your monthly or annual license in your client area.

1. Log in to your client area.
2. Enter ISPsystem Licenses.
3. Select a license and click on its name.
4. Press the Renew button in the header of the license management window.
5. Select the period and payment method.

If the license is still active, it will be renewed from the date it is scheduled to stop. If the license is in Stopped status, it will be renewed from the current date.

What happens if you do not pay for the VMmanager 6 license

If the license is not renewed, all lists are blocked on the platform, except for those in the Nodes, Images and Virtual Machines sections. Only the delete function will be available in them. To resume operation of VMmanager, renew your license and press Update Information in the pop-up message about the license locking.

What happens if you do not pay for the DCImanager 6 license

If the license is not renewed, the platform will be locked out of equipment management. In this case, the equipment will continue to work and the settings will be saved. To resume operation of DCImanager 6, renew your license and press Update Information in the pop-up message about the license locking.

What happens to the license after the stop

If the license is not renewed, it becomes inactive and logging in to the panel interface is blocked. In this case, all data and settings made with the panel are saved. You will be able to manage them via the command line or third-party services.

How to restore a deleted license

If you want to continue to use a platform whose license has been deleted, simply order a license again for the same server IP address. Access to the platform will be restored and you will be able to continue your work through the web interface. All settings previously made on the server will also be saved.

If you have deleted a perpetual license or a license that has not yet expired and you want to restore it, contact our client service department.