Cascade Pilot 10.5 does not retrieve the product key from a previous installation of the Cascade Pilot/PE

Customer has to un-install previous version of Cascade Pilot/PE to install version 10.5. When Cascade Pilot/PE version 10.5 is run for the first time, it will prompt the user to enter the product/license key. This is the same product key that was provided during the installation of the previous version. Unlike the installers for version 10.0.x, Cascade Pilot/PE version 10.5 does not automatically retrieve and auto populate the product key from previous installation. Customer has to manually enter the key.

Customer can retrieve their Cascade Pilot/PE product key by one of these ways

1) Retrieve the product key from the previous version before uninstall

Prior to update , launch the previous version of Pilot/Pilot PE and access the Help dialog as shown below to retrieve the product key.

The product key can be copied from the Help dialog

2)  Retrieve the product key from windows registry

If the previous version was already un-installed, the product key can be retreived from the windows registry.Depending on the system architecture, the product key is stored in either of these registry keys.

• 32bit Windows versions:

HKEY_LOCAL_MACHINE\SOFTWARE\CACE Technologies\Cascade Pilot\Latest\Product Key

• 64bit Windows versions:

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\CACE Technologies\Cascade Pilot\Latest\Product Key

Run regedit.exe from the run dialog in Windows(press Windows+R keys)and navigate to the appropriate key. The following is a snapshot from a 64 bit windows system.

3) Retrieve the product key from the Cacetech website

Customer can retrieve the product key by logging into the Cacetech website (www.cacetech.com) and lookup the key. Login credentials for the site were emailed to the customer when the license was purchased.
 

4)  Retrieve the product key by contacting Riverbed Support team

Customer can contact the Riverbed Support Team to retrieve the product key. In due process they need to provide the account information and the email against which the product key was registered to the TAC team.

The issue is observed only when customer is trying to update a previous version of Cascade Pilot/PE to the version 10.5 and not during the fresh/new installation of version 10.5