SimpleHelp Licensing Guide

SimpleHelp 6.0 changes how a server is licensed. SimpleHelp 5.5 and earlier used license files that were uploaded to the server. SimpleHelp 6.0 moves licensing to your SimpleHelp website account. You can assign licenses that are in your account to a server that will then fetch and apply them.

This guide explains the licensing differences when installing, upgrading, or operating a SimpleHelp server.

Summary of the Change

In SimpleHelp 5.5 and earlier, an administrator usually installed a license by uploading a license file to the server. Account linking existed, but it was optional and mainly allowed the server to download updated license files automatically.

In SimpleHelp 6.0, the normal activation flow is to link the server to a SimpleHelp account, choose the license to assign to that server, and allow the server to download its encrypted license. Offline licensing is still available for servers that cannot reach the SimpleHelp website, but it uses a new 6.0 license format.

Quick Comparison

Area	SimpleHelp 5.5 and earlier	SimpleHelp 6.0 and later
Normal activation	Upload a SimpleHelp license file in the Technician Console.	Sign in to a SimpleHelp account, link the server, choose the license, and let the server download it.
License file format	Text license files such as `shlicense.txt` and `rwlicense.txt`.	Encrypted 6.0 license files stored as `shlicense` and `rwlicense`
Account linking	Optional. Used to automatically download new license files when configured.	The preferred licensing path. The server uses the linked account to fetch assigned licenses.
License selection	The server used the license file that was uploaded or already present on disk.	The administrator chooses from licenses available in the linked SimpleHelp account.
Offline licensing	Upload the supplied license file.	Request or obtain an offline 6.0 license for the specific server ID, then upload it.
Remote Work licensing	Usually handled as a separate Remote Work license file or account-linked subscription.	Still licensed separately, but selected and downloaded through the same 6.0 account assignment flow.
Cyana licensing	Not part of the 5.5 licensing model.	Licensed separately, but selected and downloaded through the same 6.0 account assignment flow.
Support period checks	A newer server build required a license whose support period covered that build.	The same rule applies, and the license picker can show licenses that cannot run the current server because they are out of support.

What Changes for Administrators

You no longer rely on copying old license files

SimpleHelp 5.5 and earlier used license files such as:

shlicense.txt
rwlicense.txt

SimpleHelp 6.0 does not use legacy text license files as its active license format. A 6.0 server expects a new license format downloaded after the server is linked to your SimpleHelp account.

If you are upgrading a server, do not plan to activate 6.0 by copying the old 5.5 license files into the new installation. Link the server to your SimpleHelp account or arrange an offline 6.0 license for the server's ID before upgrading.

Licensing is assigned through your SimpleHelp account

When a SimpleHelp 6.0 server needs a license, the Technician Console guides you to sign in to your SimpleHelp account. After sign-in, the server shows the licenses available to that account and lets you assign the appropriate one.

For most servers, the expected flow is:

Start or upgrade the SimpleHelp 6.0 server.
Open the Technician Console.
Sign in to your SimpleHelp account when prompted.
Choose the licenses you wish to assign to the server.
Let the server download and apply the encrypted license files.

Internet access is recommended during upgrade

SimpleHelp 6.0 expects to contact https://simple-help.com or https://site.simple-help.com during the standard license flow. If the server can reach the SimpleHelp website, it can fetch the license after account sign-in and license assignment.

Before upgrading, check that:

Your SimpleHelp account contains the license you intend to use.
The license is active and in support for the SimpleHelp 6.0 build you are installing.
The server can reach https://simple-help.com or https://site.simple-help.com.
You have a current backup of the SimpleHelp installation and configuration.

If the server intentionally cannot reach the public internet please arrange an offline 6.0 license for the server's ID before the upgrade.

Offline servers need a 6.0 offline license

SimpleHelp 6.0 still supports offline activation, but it is not the same as reusing a 5.5 text license file.

For an offline server, use the Offline License option in the Technician Console. The server provides the Server ID needed to issue an encrypted license for that specific server. After you receive the offline license, upload it through the Technician Console.

The offline license is tied to that server ID. If the server ID changes after the license is issued the offline license may no longer match the server.

Use this path for servers that are air-gapped, firewalled from the public internet, or not allowed to connect to https://site.simple-help.com and https://simple-help.com.

What Stays the Same

SimpleHelp licensing still controls the number of concurrent support sessions your server can run. If your license is for a fixed number of sessions, that limit still applies in 6.0.

A server build still needs to be covered by the license support period. If a license is out of support for the 6.0 build you are installing, the server may reject it or the license picker may show that it cannot run the current server version. Renew or update the license before upgrading.

Remote Work remains separately licensed from the main SimpleHelp support sessions. In 6.0 it is managed through the same account-based assignment and download process, but it is still counted by machines rather than by support sessions.

Upgrade Checklist

Before upgrading from SimpleHelp 5.5 or earlier to SimpleHelp 6.0:

Sign in to your account at https://simple-help.com/account.
Confirm that your SimpleHelp license is visible on the account.
Confirm that the license support period covers the 6.0 version you intend to install.
Make sure the server can reach https://site.simple-help.com, or arrange an offline 6.0 license for the server's ID.
Back up the existing SimpleHelp installation before replacing it.
Keep administrator access to the Technician Console available for first launch after the upgrade.

After upgrading:

Open the Technician Console.
Follow the licensing prompt.
Link the server to the SimpleHelp account if required.
Select the license to assign to the server.
Wait for the server to download and apply the license.
Confirm the displayed session, Remote Work, and Cyana limits are correct.

Common Licensing Issues After Upgrading

Symptom	Likely cause	What to do
The old 5.5 license file is not accepted.	6.0 requires the new encrypted license format.	Link the server to your SimpleHelp account or request a 6.0 offline license.
No license is listed after signing in.	The account does not contain an assignable license, or the wrong account was used.	Check the account at `https://simple-help.com/account` or contact SimpleHelp support.
A license is shown as unable to run the server.	The license support period does not cover the installed 6.0 build.	Renew support or install a server build covered by the license.
The server cannot fetch its license.	The server cannot reach `https://site.simple-help.com`, `https://simple-help.com` or the account link is not valid.	Check outbound connectivity, proxy/firewall rules, then retry the refresh. Use offline licensing if internet access is not possible.
Remote Work machines are not available.	A Remote Work license has not been assigned to the server.	Reopen the license assignment flow in the Licenses section of the Administration tab and select the Remote Work license if it is available on the account.
Cyana machines are not available.	A Cyana license or trial has not been assigned.	Assign the Cyana license from the account, request a trial if available, or contact SimpleHelp support.

For licensing problems that cannot be resolved from the account page or Technician Console, contact [email protected].