topic Re: Deauthorize ArcGIS Pro on crashed computer 2022 (personal use) in ArcGIS Pro Questions

Deauthorize ArcGIS Pro on crashed computer 2022 (personal use)

JohnZastrow — Fri, 02 Dec 2022 17:23:15 GMT

The computer I recently installed ArcGIS Pro 3 on crashed. It seems I had set the license for offline use. I can read the files on the harddrive, but it will not boot. I believe I need to deauthorize the license so that it is available to activate on my newly installed computer. However, I cannot run the ArcGIS Pro seat on the crashed computer to manually put the license back into the pool.

I found this link

Recover Lost Licenses from My Esri - Esri Community

But it doesn't seem to match what I see today. Apparently as a Personal Use license holder I'm not able to request support here.
Request Case | My Esri

How should I proceed? Is there a file on the old hard drive that I could recover to release the license for reuse? My searches indicate that recovery is something I need to do through Esri support.

Re: Deauthorize ArcGIS Pro on crashed computer 2022 (personal use)

Robert_LeClair — Fri, 02 Dec 2022 20:37:48 GMT

John - somewhat related workflow here, but can you go to the ArcGIS Online account that you purchased the Personal Use version from and work within the tab structures to see what your licensing is? You can learn more about it here. I don't know if there's an area in the online account to return checked out licenses. But my guess is that you'll need to have your license reset by Support Services. Or perhaps, recover lost licenses from My Esri.

Re: Deauthorize ArcGIS Pro on crashed computer 2022 (personal use)

JohnZastrow — Fri, 02 Dec 2022 21:49:41 GMT

Robert, thank you so much for the reply. It seems things have changed since that documentation was posted, or for some reason I have different options. I'm not seeing most of what that documentation describes (attached).

Re: Deauthorize ArcGIS Pro on crashed computer 2022 (personal use)

Robert_LeClair — Fri, 02 Dec 2022 22:11:53 GMT

Certainly. Yes it does appear that graphics/documents have changed over time. In your screen grabs, there appears to be a Support tab. With the ArcGIS for Personal Use, you do get 90 days of installation and licensing support. I would recommend trying that avenue first.

Re: Deauthorize ArcGIS Pro on crashed computer 2022 (personal use)

JohnZastrow — Fri, 02 Dec 2022 22:35:24 GMT

Thank you. I'm ahead of you as I was aware of the 90-days of support as well. Again it seems my org is different than a traditional business account. Attached is what you get if you click on that link. However, I just eventually I found a link somewhere (not there) that let me submit a request for support and I did that. I'll report back here what I find out.

Re: Deauthorize ArcGIS Pro on crashed computer 2022 (personal use)

JohnZastrow — Mon, 05 Dec 2022 14:45:37 GMT

Love it. I got the welcome email with my customer service case number. I saw someone open it and held it open until late on Friday. Today I logged in and found customer service closed my case without any note to me and when I search the case no longer appears. Sigh...

Re: Deauthorize ArcGIS Pro on crashed computer 2022 (personal use)

Robert_LeClair — Mon, 05 Dec 2022 14:52:35 GMT

John - I'm not sure why that happened as I don't think this workflow is normal procedures. I'd recommend contacting Esri Support Services with your old customer service case number, mention what occurred over the weekend, and hopefully get a solution to this licensing issue. Apologies for the mess up.

Re: Deauthorize ArcGIS Pro on crashed computer 2022 (personal use)

JohnZastrow — Wed, 07 Dec 2022 18:22:18 GMT

Let me follow up. After my case with customer service mysteriously disappeared on Friday with no notice to me, on Monday I was contacted by Esri Technical Support with a new case number. Eventually I needed to be handed off to a licensing specialist who was able to release my license on the backend at ArcGIS.com. I'm back in business.

Re: Deauthorize ArcGIS Pro on crashed computer 2022 (personal use)

SE_GIS_BWDB — Tue, 14 Nov 2023 12:14:02 GMT

It seems to me that ESRI South Asia does not give access to their client the privilage to manage license in myESRI, as for me, my pc broke-down and I am in the same boat you were in

Re: Deauthorize ArcGIS Pro on crashed computer 2022 (personal use)

LuisBenavides1 — Tue, 16 Jan 2024 15:41:36 GMT

The same thing happens to me, in my My ESRI environment the indicated options do not appear.

Re: Deauthorize ArcGIS Pro on crashed computer 2022 (personal use)

LuisBenavides1 — Tue, 16 Jan 2024 16:01:45 GMT

In my case, I am the ESRI license administrator in my organization, but at the moment I do not have technical support active and I am currently facing the same problem. A colleague left the institution and a computer also broke down, I also tried to install another license that I had free and this one was blocked, so there are 3 to unlock.