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How to fix «CHECK CERT: HW key is failed!» error?

February 26, 2024
Dimitrii Zuikov

Dimitrii Zuikov

When trying to launch TrueConf Server and TrueConf Server Freevideo conferencing server, you may find out that once the launch process is over, it switches to the following status:

stopped, registered.

This article describes what might cause this problem.

What to Do When Your Registered Server Stops?

In this situation, the first thing you should do is to check the server log. To access it, open the TrueConf Server control panel and proceed to System → Server Log the upper right corner of the screen.


Server logs will contain the maximum amount of information if the Enable detailed logging option is checked in the Dashboard → Settings section.

Most likely, TrueConf Server has stopped since the log contains the following line:

01/01/2000 10:00:00|0| 096c| UNKNOWN| CHECK CERT: HW key is failed!

How to fix «CHECK CERT: HW key is failed!» error? 1

What is HW Key and How to Fix It?

A HW key (hardware key) is a checksum of your computer or virtual machine configuration. If you change this configuration, (for example, the information about the CPU or SSD/HDD size is changed or the operating system is either reinstalled or updated) your hardware key may “break” and, as a result, TrueConf Server will stop and won’t launch.

It can also happen when you update your TrueConf Server instance to the latest major version (i.e. the first two digits of the version number updated, e.g. from 4.7 to 5.0).

In this case, the server is stopped by security service to avoid unauthorized use of its copy.

If you are going to update your TrueConf Server instance, please make sure that your current license is eligible for updates (check our renewal policy for more details).

TrueConf technical support will fix your hardware key for free. To that end, you should submit a ticket and tell us your server ID. Once our technical support fixes the hardware key, please re-register the server.

Before resetting the registration, make sure that you have the registration key that you entered on this server last time. It can be found in the registration email letter along with server ID.

To prevent the hardware key from breaking on a physical or virtual machine, “freeze” the following parameters for this computer:

  • CPU model (please note that the number of virtual cores (vCPU) does not affect the license)
  • Storage size (SSD or HDD)
  • OS.

To select a computer that will suit your needs, check out the system requirements table and the article with examples of typical configurations.

Still have questions? Please contact our support team directly via online chat.

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