Alastri Hub - License Error (couldn't refresh an existing license)

Issue

Users of versions earlier than 24.1 may experience issues with acquiring licenses, the error that would be encountered is as below;

"An error occurred while trying to get a license.

Haul Infinity: Couldn't refresh an existing license"

Solutions

Ensure you have downloaded the latest version of the Hub and have successfully signed into it.

1. Log out of the Hub
2. Open the Windows Task Manager application on your PC
3. Find any remaining Alastri products in the list, right click and End task
4. Open the Hub once more however do not log in
5. Bottom right corner select Option then Clear Cache
   
    
   
   
6. Attempt to login now
7. Attempt to open an Alastri product once more

If the above does not resolve the issue then continue to attempt the below.

1. Please try restarting your device (make sure you choose Restart and not shut down). There could be a Windows update in progress or stuck that is impacting the interface Alastri uses.

If the above does not resolve the issue then continue to attempt the below.

1. Attempt to Log into Alastri hub and access the licenses on another device that others can access Alastri hub on.

Note: If the user is able to log in and access licenses on another persons machine, then a specific hardware related issue is likely to be related to the Windows Management Interface (WMI).

If you have a bad computer or a bad update which breaks the WMI, the licensing code can crash. Sometimes it can be fixed with simple reboot. If cleaning out the recent Windows updates and starting again doesn't resolve the issue, you will most likely require your computer to be reimaged. You will be required to contact your IT department.

More about WMI can be found in the following link:
https://techcommunity.microsoft.com/t5/ask-the-performance-team/wmi-repository-corruption-or-not/ba-p/375484

If all the above steps fail to resolve your log in attempts:

9. Open File Explorer.

10. In the file path, type the following %localappdata%

11.  Select 'Alastri Hub' Folder 

12. Copy the hub*.log files

13. Contact [e-mail] and include the copied log files.