License Activation Stuck on Loading

[Obi_1_Cinobi]

Issue

When attempting to activate a new Lansweeper license, the license key is seemingly accepted, but the activation screen remains stuck on the loading icon for more than 15 minutes. No error message is displayed, and the activation never completes.

• Lansweeper server is running the latest version
• Environment is air-gapped or has no internet access

Affected Versions

• Lansweeper version 12

Cause

This is a known issue tracked internally as LAN-18039.

In Lansweeper v12, license activation requires access to the Lansweeper activation endpoint. In air-gapped environments, or environments where required URLs are not reachable or not whitelisted, the activation process cannot complete and remains stuck in a loading state.

Specifically, the failure is linked to the inability to reach: https://lansweeper.azure-api.net

Resolution

Air-Gapped Networks

A permanent fix is currently under development to restore proper license activation in air-gapped environments.

Workaround (Supported): The license can be manually set directly in the Lansweeper database. Manual database changes should only be performed with guidance from Lansweeper Support. Please contact Lansweeper Technical Support to apply this workaround safely: https://www.lansweeper.com/contact/contact-support/

Non Air-Gapped Networks - License Activation Requirements

If your environment is not air-gapped, ensure the following requirements are met.

1. Server Connectivity

Both the Lansweeper Sync Server and the Lansweeper Web Server must be able to establish a secure outbound connection to the Lansweeper cloud platform.

• Only one Sync Server exists per on-prem installation
• If multiple scan servers are present, one is designated as the Sync Server

2. TLS 1.2 Configuration

TLS 1.2 must be fully enabled on:

• Lansweeper Sync Server
• Lansweeper Web Server

Recommended Validation Tool

You can verify and enable TLS 1.2 using the free IIS Crypto tool: https://www.nartac.com/Products/IISCrypto

Steps:

1. Run IIS Crypto as Administrator
2. Click Best Practices
3. Click Apply
4. Reboot the server to apply changes

3. Whitelist Required URLs

Ensure the following URLs are allowed in any firewall, proxy, or network security software:

https://edge.lansweeper.com
https://id.lansweeper.com
https://app.lansweeper.com
https://installerapi.lansweeper.com
https://login.lansweeper.com
https://lansweeper.azure-api.net/
https://lansweeper.azure-api.net/ls-instances/activationurl

Failure to allow these endpoints may result in license activation issues.