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How to clear TOP Server Trusted Storage: Failed to generate request [Trusted storage load failed]


WARNING: Please take note of the activation IDs listed within each individual License Utility before proceeding. This includes products TOP Server, LinkMaster, and RedundancyMaster.

The Trusted storage load failed error indicates that the underlying license service no longer trusts that it is on the same machine for which the license information was initially generated. This is typically seen along with a Broken Binding status on the license. 

This can occur if a machine is cloned, restored from a backup/image, or anything else that would manually modify the license files. For more details, please see What Can Cause a Broken TOP Server License?

NOTE: Following the steps below will remove any and all licenses currently on the system. If - for some reason - there are licenses successfully running on the system when this error is encountered they will need to be re-licensed after following the steps below. Make sure to note which licenses were running on the system.

ALL TOP SERVER LICENSES WITH A BROKEN BINDING STATUS MUST BE REMOVED FIRST AND RE-CREATED BY OUR SUPPORT TEAM

Option 1 - Reset Trusted Storage via Stopping TOP Server Processes

  1. Save a copy of your project file to a non-Software Toolbox directory by selecting File ⇒ Save As
  2. Submit a Re-Registration form to our Support Team or email support@softwaretoolbox.com
  3. Shutdown License Utility / Quick Client / Configuration Utility
  4. Stop Runtime Service
  5. Browse to C:\ProgramData\FLEXnet and delete the 3 files that begin with "kepwared"
    • Note that kepwared_0036a100_tsf.data is likely hidden, but will still need to be deleted
    • To enable visibility of hidden items in Windows explorer, select View and enable the check box for Hidden items
      4037 - HiddenItems
    • Note that if any folders or files do not exist, proceed to next step
  6. Apply a new license (or Emergency ID) following the TOP Server V6 Licensing Procedures

Option 2 - Reset Trusted Storage via Re-installation of TOP Server

WARNING Dependency - User must have matching version of install.exe in order to use Remove option

  • DO NOT use Microsoft Add / Remove Programs
  1. Save a copy of your project file to a non-Software Toolbox directory by selecting File ⇒ Save As
  2. Submit a Re-Registration form to our Support Team or email support@softwaretoolbox.com
  3. Run the install.exe and select the Remove option when prompted: How to Uninstall TOP Server V6
    • You do not need to check Remove user information
    • If the installer no longer exists on the machine it can be downloaded from the TOP Server Download Page
  4. Browse to C:\ProgramData\FLEXnet and delete the 3 files that begin with "kepwared"
    • Note that kepwared_0036a100_tsf.data is likely hidden, but will still need to be deleted
    • To enable visibility of hidden items in Windows explorer, select View and enable the check box for Hidden items
      4037 - HiddenItems
    • Note that if any folders or files do not exist, proceed to next step
  5. Reinstall TOP Server
  6. Apply a new license (or Emergency ID) following the TOP Server V6 Licensing Procedures
  7. If not automatically loaded, import your saved project file (.opf)