Frequently Asked Questions

The Refinitiv Real-time License Management System (RTLMS) is a web application-based service that allows both internal Refinitiv staff and customers to generate and manage Enterprise Platform license tickets for all Enterprise Platform product releases.
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There are two main types of RTLMS users who can generate licenses:

User Type	Description
Customers or Client License Manager (CLM)	Enterprise Platform clients who can generate and manage both temporary and production licenses based on the software orders they place with Refinitiv.
Refinitiv Client License Manager (RefinitivCLM)	Refinitiv employees who perform technical/administration services, installations, and configurations for Refinitiv clients, e.g. (CUSTOMER ONBOARDING SPECIALIST), Field Service Engineers (FSE), etc. They can generate licenses on behalf of customers.

For Customers

Contact your Customer Onboarding Specialist) to create a new account. Once CUSTOMER ONBOARDING SPECIALIST registered the request in the system, the customer will receive a login name and password via e-mail.

For Refinitiv staff (e.g. Customer Onboarding Specialist, Product Manager, CTS)

Please access the Internal User Registration page, which requires a Employee ID to register.

Please access the Login page.

NOTE: If users experience an error trying to get onto the RTLMS site, users may need to clear their cache, exit out of the browsers and then log into the RTLMS site.

If you forgot your password, click the 'Forgot your password?' link on login page.
If you forgot your login name, contact the License Administrator.

After logging into Refinitiv Real-Time License Management System, click on your name on the top right to see 'My Profile' page. Then click the 'Edit My Profile' menu on the left side to edit your login name, team or password.

Refinitiv Real-Time License Management System 2.x has been fully qualified with the following web browsers:

• Internet Explorer 8 or higher
• Mozilla Firefox 12 or higher
• Google Chrome 19 or higher

As of March 2014, licensing has been integrated into the following Enterprise Platform products:

There are five different license types in Refinitiv Real-Time License Management System.

License Type	Description
Permanent	License without any expiration date. This type of license is for customers who have purchased Refinitiv software outright (i.e. once-off). It is a 'node-locked' license, meaning that it can only be used on a machine and OS.
Expiration	License with an expiration date. The expiration date indicates that the customer is under a rental contract with a term period. When the term expires, the software will still operate but will generate repeated errors indicating that the term has expired. A contract renewal needs to be signed before the customer can generate valid licenses. This license type is also a 'node-locked' license.
Temporary	This license ticket is a non-node-locked license used to facilitate product testing. The license will have a hard expiration date (typically 35 days after the date on which it was generated). After this time the product will shut down and will not allow a restart until a new license has been obtained.
Trial	Similar to the Temporary license type, except that the Trial license permits all features. This license ticket aims for external clients to use for product testing ONLY. The number of Trial licenses is limited per product version per client.
Emergency	This license ticket is no node-locked license which allow products to start for 96 hours or 4 days period in case of emergency (i.e. software must be moved to a different node and a new permanent license cannot be immediately obtained). Once the 96 hours passed, the product will shut down and the emergency license cannot be used again on that NODE ID. With this reason, the emergency license must NOT be used for software testing purposes. The EMERGECY license is available on Refinitiv Product A-Z.

Licensee is a customer's company that purchased Enterprise Platform products. Refinitiv Real-Time License Management System uses Subscriber IDs from Siebel to identify each unique licensee.

Global licensees are licensees created in Refinitiv Real-Time License Management System manually in order to support global orders (e.g. Enterprise License Agreements). When customers purchase global orders, the CUSTOMER ONBOARDING SPECIALIST (or GTM) must contact the License Administrator directly to request the global licensee creation.

License quota is a quantity of licenses that is assigned to the client account. License Quotas consist of Products, Product Features, License Types and Number of licenses that users can generate. Before any users can generate any licenses, they must ensure the proper quota has been assigned to the correct account.

Go to the 'Generate Single License' menu under License tab. Alternatively, click this link.

Go to the 'Generate Multiple Licenses' menu under License tab. Alternatively, click this link. To generate multiple licenses, the user is required to fill out the license request form, which is downloadable within the same page.

Information	Description
Subscriber ID	The unique licensee identifier.
Product and Product Version	Enterprise Platform product name and its version.
Node ID	Information of machine where the Enterprise Platform product will be installed on. This is required for 'node-locked' license types (see license types for more information). The Node ID is composed of: Host ID / MAC Address - Host ID for UNIX or Mac Address for Windows. Host name - Host name or Machine name Platform - Operating System and machine architecture (x86 or x64)
Product Features	List of product features that need for license
Requester e-mail	E-mail of person who requests the license.

The table below shows the required information for each license type.

License Type	Subscriber ID	Product and Product Version	Node ID	Expiration Date	Product Features	Requestor e-mail
Permanent	✓	✓	✓		✓ *	✓
Expiration	✓	✓	✓	✓	✓ *	✓
Temporary	✓	✓		✓	✓ *	✓

* Features are dependent on product

To get the correct Node ID information, users can download the Node ID script provided in the nodeid-win.zip or nodeid-unix.zip file.

In case the node ID is changed (e.g. by the change of Host name, Host ID, NIC or OS), the old license needs to be returned and then a new one can be generated. You can search for the old license by going to the 'Manage License History' menu and then select the license and click the 'Return' button. After that, process the same steps with a new node ID value to generate a new license.

Complete all required information (*) in the 'Request Form' sheet and click the 'Export' button to get a CSV file format. Do not use 'Save As' to CSV format in Microsoft Excel to avoid an error while uploading the request form.

Make sure that you get a CSV file using the 'Export' button in the request form, not 'Save As'. Below are the common messages you may get.

Error Message	Description
"No Quota" or "Out of quota allowance for this product's license type"	The quota is not enough to generate licenses. You need to provide software purchase information (e.g. quote/order number or contract signed of that product) and contact the License Administrator.
License type is not allowed	License type can be only PERMANENT, EXPIRATION and TEMPORARY.
Invalid subscriber ID	Subscriber ID is not valid for global licensee.
Invalid feature pattern	Feature value should not empty.
Invalid feature ID or Name pattern	Feature ID is not an Integer.
Duplicate Feature	Some features are duplicated.
Feature value is not in integer range	Feature value is unable to convert to integer.
Feature value and type does not match	Feature value for BOOLEAN can only be "ENABLED".
Feature value must be within 190	Feature value exceed limit length.
Host ID must be within 12	Host ID exceed limit length or not a valid HEX characters.
Invalid OS	OS is not valid for the product.
License incomplete or License Type is not support	Unable to parse CSV records.

Go to the Manage License History menu under the License tab, where you can select the criteria for your query. Every user account can see their own license history by default. Only users with the 'See all license history' privilege will be allowed to see license history generated by other users.

Some products provide a 'Free Upgrade' option. Just follow these steps:

1. Go to the 'Upgrade Multiple Licenses' menu under License tab.
2. Upload an existing license file that you would like to upgrade license(s).
3. Select a new version that you would like to upgrade license(s).

E-mail to the License Administrator with purchase information, e.g. Subscriber ID, Siebel's quote, Siebel's order, signed contract etc.

You must ensure that the following information inside the license file is correct:

• Product Name and Product Version
• Node ID which consists of Host ID, Host name, Platform
• Expired date

Please ensure that there is no license content modification, which leads to license key mismatch. If all the information above is correct but the license file still does not work, please contact the regular Refinitiv Real-Time Distribution System support channel to investigate your issue.

In case the software contract is still active, please generate (reissue) a new license.
In case that the software contract has expired, please contact your Refinitiv sales representative or Customer Onboarding Specialist to extend the contract.

For Single License Generation: Go to the 'Generate Single License' menu under License tab, select a licensee from the 'Global Licensee' tab, and select a 'Subscriber ID' on which the license will be installed in the last step.

For Multiple License Generation: Go to the 'Generate Multiple License' menu under License tab, download a license request form and complete the form by selecting a licensee from the 'Global Licensee' tab and selecting a 'Subscriber ID' on which the license will be installed, and upload the request form.

If you encountered with a license quota problem, please e-mail to the License Administrator

From March 2014 onwards, Refinitiv Real-Time License Management System will send e-mail notifications to inform all related people in a licensee of the license activities listed below:

• A new license is generated.
• An existing license is inactivated or returned.
• An existing license is going to expire in 60, 30, 15, 7 and 1 days, respectively.

From March 2014 onwards, the people listed below will automatically receive e-mail notifications from Refinitiv Real-Time License Management System:

• People who are listed as "Customer Implementation Specialist", "Direct Technical Specialist", "Sale Specialist", and "CUSTOMER ONBOARDING SPECIALIST" under Account Team in Siebel system.
• Client License Manager (CLM)
• License Requester (specified in Requester e-mail field when request a license)

The 'E-mail Notifications' tab under Licensee Definition window contains a list of eligible people who will receive e-mail notifications from Refinitiv Real-Time License Management System. To enter the 'Licensee Definition' window, go to the 'Manage Licensee' menu under the Administration tab

Refinitiv staff can also subscribe to Refinitiv Real-Time License Management System e-mail notifications manually to get informed on the license activities through the 'Manage My E-mail Notifications' menu under the Administration tab.

Go to the Manage My E-mail Notifications menu under the Administration tab, and add or remove the licensee you would like to subscribe to or unsubscribe from.

Another way to manage your subscription list is by clicking a link provided with the e-mail notification.