Can't install RDS CALs by using a web browser or telephone on a Windows Server 2012-based license server

Dotyczy: Windows Server 2012 DatacenterWindows Server 2012 DatacenterWindows Server 2012 Standard


Consider the following scenario:
  • You have a Remote Desktop license server that is running Windows Server 2012.
  • The server does not have an active Internet connection.
  • You try to install Remote Desktop Services client access licenses (RDS CALs) by using a web browser or telephone.
In this scenario, the RDS CALs installation fails, and you receive the following error message:
Remote Desktop Services Licensing is unable to process your request. Make sure you provided correct information. If the problem persists, try other methods of activation. Error code is 800.


This hotfix is also available at Microsoft Update Catalog.

If you are already experiencing the issue that is described in the Symptoms section, you need to perform additional steps to resolve the problem. Be sure all steps are completed in the order prescribed.

If you have RDS CALs already installed, follows these steps:
  1. From Licensing Manager, take note of the current Licensing Server ID (LSID) and currently installed RDS CALs. (For more information, see Find the License Server ID for a Remote Desktop License Server.)
  2. Install the hotfix and then restart the server.
  3. Uninstall the RD Licensing role and then restart the server. (For more information, see Uninstall the Remote Desktop Licensing Role Service.)
  4. Reinstall the RD Licensing role and activate the remote desktop server. (For more information, see Running Remote Desktop Licensing Manager and Reactivate a Remote Desktop License Server)

    Note This will generate a new LSID (compare against the LSID you previously wrote down).
  5. If you have existing CALs, you can migrate them over by using the following steps (skip this step if you do not have existing CALs and go to Step 6):

    From Licensing Manager, use the Manage CALs option to migrate the existing RDS CALs. (Note If you have an active connection, these steps can be performed through:
  6. If they are new CALs or a first-time activation of the server, you can install them using the following steps:

    Install any required new RDS CALs. (Note If you have an active connection, these steps can be performed via (For more information, see Install Remote Desktop Services Client Access Licenses).

Note Restart the server if you are prompted to do so.

If you do not have any RDS CALs installed but are encountering this error, follow the previously mentioned steps, excluding step 1 and step 5.

Note After generating CALS the Admin needs to add the users to his ADS server.

Hotfix information

A supported hotfix is available from Microsoft. However, this hotfix is intended to correct only the problem that is described in this article. Apply this hotfix only to systems that are experiencing the problem described in this article. This hotfix might receive additional testing. Therefore, if you are not severely affected by this problem, we recommend that you wait for the next software update that contains this hotfix.

If the hotfix is available for download, there is a "Hotfix download available" section at the top of this Knowledge Base article. If this section does not appear, contact Microsoft Customer Service and Support to obtain the hotfix.

Note If additional issues occur or if any troubleshooting is required, you might have to create a separate service request. The usual support costs will apply to additional support questions and issues that do not qualify for this specific hotfix. For a complete list of Microsoft Customer Service and Support telephone numbers or to create a separate service request, visit the following Microsoft Web site:
Note The "Hotfix download available" form displays the languages for which the hotfix is available. If you do not see your language, it is because a hotfix is not available for that language.


To apply this hotfix, you must be running Windows Server 2012. Additionally you must have RD Licensing role service installed on the computer.

Registry information

To use the hotfix in this package, you do not have to make any changes to the registry.

Restart requirement

You must restart the computer after you apply this hotfix.

Hotfix replacement information

This hotfix does not replace a previously released hotfix.


Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.

More Information

For more information about software update terminology, click the following article number to view the article in the Microsoft Knowledge Base:

824684 Description of the standard terminology that is used to describe Microsoft software updates

Additional file information

Additional file information for Windows Server 2012

Additional files for all supported x64-based versions of Windows Server 2012
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Date (UTC)13-May-2013
Time (UTC)07:20
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File nameAmd64_microsoft-windows-t..vices-licenseserver_31bf3856ad364e35_6.2.9200.20714_none_fae6da2341314666.manifest
File versionNot applicable
File size96,231
Date (UTC)13-May-2013
Time (UTC)07:20
PlatformNot applicable
File nameUpdate.mum
File versionNot applicable
File size1,604
Date (UTC)13-May-2013
Time (UTC)07:20
PlatformNot applicable