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How to Update Agility Licenses or add modules to Contract

This article explains how to update a customer's Agility device or seat license/contract when they purchase additional (or reduce existing) licenses, or add a new module. Support techs use this when a customer contacts us after receiving a license order confirmation email from Sales, or when walking a customer through activating a change that has already been quoted and approved.

When to use this article:

  • Customer is increasing or decreasing device licenses (Agility 360, Agility Mobile)
  • Customer is increasing or decreasing seat licenses (Agility Explorer)
  • Customer is adding a new module (e.g., MRP, Shipping, Quality)

⚠️ License changes are always driven by an approved quote/order from sales@wisys.com. Do not increase a customer's license count without a corresponding order on file — the contract record and the license file must stay in sync.

License Types

WiSys/Agility licensing is tracked in three ways on a customer's contract. Confirm which type(s) are changing before you touch the Product Updater — the process is the same, but it's worth knowing what you're counting:

Type Applies To Counted As
Device licenses Agility 360, Agility Mobile Per handheld/device connecting to the system
Seat licenses Agility Explorer Per named user/workstation session
Add-on modules e.g., MRP, Shipping, Quality, Advanced Costing Enabled/disabled as a feature flag on the license, not counted per-user

A single order can include more than one of these — for example, a customer might add 5 Agility Mobile device licenses and the MRP module in the same contract update.

Request Process
  1. Customer submits a request — the customer emails sales@wisys.com (or their WiSys account rep) asking to increase/decrease license counts or add a module.
  2. Sales issues a quote and, once approved, processes the order internally.
  3. WiSys sends a confirmation email to the customer's primary contact (see sample below) confirming the new license count and updated contract information.
  4. Customer (or Support, on a call) applies the change using the WiSys Product Updater — see Updating Licenses via WiSys Product Updater below.

If a customer calls Support asking to increase their own license count without a confirmation email on file, check the ticket/contract history first. Do not apply a license increase without a corresponding approved order — escalate to Sales/Order Processing if one can't be found.

Sample Confirmation Email

This is the format Sales sends after processing a license order. All names, company info, and contract numbers below are placeholders for this KB article — never copy real customer data into documentation.

From: Sales Team <sales@wisys.com> To: [Customer Contact Name] <[contact@customer-domain.com]> Cc: WYS - DL - Orders

Hello, [First Name],

Thank you for your recent order for additional Agility [Shipping / Mobile / Explorer] licenses. This order takes you from [10] to [20] licenses.

Please click the Update License link on your WiSys Product Updater to add the new licenses.

Your Contract Information:

Product information for using WiSys Company Name: [Customer Company Name] Contract Number: [XXXXXX:XXX] Release: [3.0]

http://support.wisys.com/documentation/#t=UPDATE_LICENSE.htm

What to confirm with the customer before proceeding:

  • The Company Name and Contract Number match what's on file in HubSpot/the CRM
  • The new license count matches the approved order
  • Whether this is a device, seat, or module change (or a combination)
Updating Licenses via WiSys Product Updater

Once the customer has the confirmation email in hand (or Support has verified an approved order), apply the change on the customer's server:

  1. Run the WiSys Product Updater as Administrator. Right-click the WiSys Product Updater shortcut on the desktop and select Run as administrator. Running elevated is required — the updater needs write access to the license file and, on some environments, to Startup.xml.
  2. Enter the SQL Server credentials. When the SQL Server Credentials dialog appears, enter:
  • SQL Server: the customer's Macola/SQL instance name (e.g., [CUSTOMER-SQL-SERVER])
  • Login Name: the SQL login used for updates (typically sa or a WiSys service account)
  • Password: the corresponding password

Click OK.

  1. Open the Update menu and select License. From the menu bar, click Update, then choose License from the dropdown (it sits below Update Current / Update All / Client Updater and above Menus… / Projects…).
  2. Confirm the contract details on screen — Company, Contract Number, and Release should match the confirmation email — then click Update.
  3. Verify the new count by reopening the License screen or checking the relevant module in Agility Explorer/360/Mobile to confirm the new licenses are active.

💡 If the customer only has one company/server, steps 1–2 are usually all that's needed before the License option appears already populated with their contract info.

Adding a New Module (e.g., MRP)

Adding a module follows the same License update process above, with one important difference:

  • A pure license count change (more devices or seats) usually just needs the License update.
  • A new module may require the components for that module to actually exist on the client first. Before or after updating the license:
  1. From the Update menu, run Update Current (or Update All (Regardless of Date) if the customer hasn't updated in a while) to pull down the current code, including any files needed for the new module.
  2. Then apply the License update as described above so the module shows as enabled.
  3. Confirm the new module appears/functions correctly in the relevant Agility application before closing out the ticket.

⚠️ If you update the license for a new module but skip the code update, the module may not appear or may error out — always run Update Current/All first for module additions.

Troubleshooting Tips
  • Updater won't launch / access denied: Confirm it was launched with Run as administrator — this is the #1 cause of failed license writes.
  • Can't connect to SQL Server: Verify the server name and credentials match what the customer's other WiSys apps use. If this is a "Unable to Connect to Database" error, see the separate KB article on stale Startup.xml entries.
  • License updated but count still shows old value in Agility: Have the user fully close and relaunch the Agility application (Explorer/360/Mobile) — the license count is read at startup.
  • New module added but not visible: Confirm Update Current/All was run before checking for the module (see previous section) — a license-only update won't push new module code.
  • Wrong Contract Number or Company on screen: Do not proceed. Verify with the customer and check HubSpot for the correct contract before applying any change — applying a license update to the wrong contract record is a data integrity issue.