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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.

The English (United States) version of this hotfix installs files that have the attributes that are listed in the following tables. The dates and the times for these files are listed in Coordinated Universal Time (UTC). The dates and the times for these files on your local computer are displayed in your local time together with your current daylight saving time (DST) bias. Additionally, the dates and the times may change when you perform certain operations on the files.

Windows Server 2012 file information notes Important Windows 8 and Windows Server 2012 hotfixes are included in the same packages. However, only "Windows 8" is listed on the Hotfix Request page. To request the hotfix package that applies to one or both operating systems, select the hotfix that is listed under "Windows 8" on the page. Always refer to the "Applies To" section in articles to determine the actual operating system that each hotfix applies to.

  • The files that apply to a specific product, milestone (RTM, SPn), and service branch (LDR, GDR) can be identified by examining the file version numbers as shown in the following table:




    Service branch

    6.2.920 0.20 xxx

    Windows Server 2012



  • The MANIFEST files (.manifest) and the MUM files (.mum) that are installed for each environment are listed separately in the "Additional file information for Windows Server 2012" section. MUM and MANIFEST files, and the associated security catalog (.cat) files, are extremely important to maintain the state of the updated components. The security catalog files, for which the attributes are not listed, are signed with a Microsoft digital signature.

For all supported x64-based versions of Windows Server 2012

File name

File version

File size

















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

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