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

Konstantin Olmezov
February 7, 2019
Konstantin Olmezov
Categories: Knowledge Base

When trying to launch TrueConf Server or and TrueConf Server Free video 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 acess it, open 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 Enable detailed logging option is enabled in 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!

What is HW Key and How to Fix It?

A HW key (hardware key) is a checksum of configuration of your computer or virtual machine. If you change this configuration (e.g. by editing your CPU information, MAC address of the network card, or reinstalling the operating system), your hardware key may “break” and, as a result, TrueConf Server will stop and won’t launch. In this case, the server is stopped by security service to avoid unauthorized use of its copy.

TrueConf technical support will fix your hardware key for free. To that end, you should submit a ticket and tell us whether changes have been made to the configuration of your physical or virtual machine (specify its type). 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 the virtual machine, set the following operating parameters for your computer:

  • Hard disk size
  • Serial number (SMART)
  • MAC address of the network card (MAC)
  • Physical memory (MEM) size

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

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