Problem

Niagara AX 3.8 license won't activate even though there's an active Software Maintenance Agreement (SMA) and the Host ID is correct. Common on upgrades or VM migrations.

Root Cause

AX reached end-of-life (EOL) and activation may be blocked by newer license servers. Alternatively, the Host ID changed due to network card replacement, VM migration, or OS reinstall.

Solution

1. Verify Host ID hasn't changed:

   • In AX Workbench, go to Help → About and note the Host ID
   • Compare this to your license file—they must match exactly
   • If different, the license is keyed to the old hardware/VM and won't work

2. If Host ID matches but activation still fails:

   • Check that your SMA is valid and covers the date you're activating (not expired)
   • AX grandfathered licenses should still work if signed up before EOL
   • Contact Tridium support with proof of SMA; they may manually validate or provide a new Host ID-specific license

3. If Host ID is different (migration/hardware change):

   • You'll need a new license file tied to the new Host ID
   • Request from original integrator or Tridium support—be prepared to provide:
     • Original license serial number
     • Old Host ID
     • New Host ID (from Help → About)
     • Proof of SMA or purchase contract

4. For VM migrations specifically:

   • AX licenses are often hardware-locked; moving to a new VM will change the Host ID
   • Plan ahead and notify your licensing contact before VM cutover

5. As a last resort:

   • Consider upgrading to Niagara 4.x if AX is critical to your operation
   • AX support is limited and new license activations are increasingly restricted