How do I deactivate Smaart if I cannot open or access it?

Created by Liz Paglione, Modified on Tue, 9 Jun at 12:15 PM by Jake Bedard

How do I deactivate Smaart if I cannot open or access it?

This process disables a Smaart Machine ID, preventing activation. If you wish to reactivate a computer you have manually removed using the steps in this article, you will need to submit a ticket to reverse this.

If your computer has been lost / stolen / destroyed, and Smaart can no longer be accessed to deactivate normally (About Menu > Deactivate this Installation), you can follow the steps below to manually remove a computer from your license by remotely disabling it.

Some important considerations:

Do not follow these steps if you will be reactivating Smaart. Follow the steps to deactivate through the program instead. If Smaart's Machine ID has changed and you cannot deactivate the old Machine ID, you can proceed with using this form.
Only a limited amount of manual removals are permitted per license, per year. If you exceed this limit, you will need to submit a ticket and provide us the details of your request.

1. Log in to your license management account at my.rationalacoustics.com.

2. Click Software Licenses

3. Click the Smaart license that contains the computer you wish to disable

4. Under "Active Machine Details", find the computer and click Deactivate

5. You will be brought to a page with a disclaimer and reminder instructions on how to deactivate Smaart through the software. Since you are unable to access the computer with Smaart installed on it, click on the "click here" link at the bottom of the page under "Troubleshooting".

6. Fill out the form and click Remove Machine. You will be presented with a few options under "Reason for Cancellation". If your specific situation isn't listed, choose the reason that best fits.

The computer will be immediately removed and you will have a free seat to activate Smaart on a different computer.

If you are unable to submit the form, please submit a ticket with the following information:

The Account Name or email address for the my.rationalacoustics.com account the license is registered to
- You can instead provide the license code itself
The Machine ID (or Machine Name) to remove
- If you are replacing an install, also send the new Machine ID you'll activate in its place
The reason for removal (why you cannot deactivate it normally)