Resolving Sm@rtServer License Key Missing on TP700 Comfort

Problem Definition

A SIMATIC TP700 Comfort (6AV2 124-1GC01-0AX0 and related MLFBs) is configured in TIA Portal V14 for remote access via the Sm@rtServer option. During project transfer, runtime startup, or when the Sm@rtServer view is opened in the panel's Control Panel, the HMI displays one of the following prompts:

• "License Sm@rtServer not found"
• "License key for Sm@rtServer is missing or invalid"
• "The Sm@rtServer option requires a valid license key"

The engineer expects that the Sm@rtServer option is bundled with TIA V14 and should not require a separately purchased license. The mismatch between expected and observed behavior is the focus of this article.

Affected Products and Versions

Root Cause Analysis

The "Sm@rtServer license key is not available" message has three distinct root causes, each with a different fix. Do not apply a single remedy before isolating the actual cause.

Cause 1 — TIA Portal is V14.0 base release, not V14 SP1

The base release of TIA Portal V14.0 (released September 2015) handles the Sm@rtServer option for Comfort Panels as a licensed option. The bundled-runtime license model — where Sm@rtServer is included without a separate key — was introduced in TIA Portal V14 SP1 (released March 2016). When you build and download a project with V14.0, the panel expects a license key to be present on the engineering PC and on the panel itself.

Siemens does not publish a stand-alone V14 SP1 service-pack installer. The only supported upgrade path is to download and install the full TIA Portal V14 SP1 package (combined STEP 7 V14 SP1 + WinCC V14 SP1, approximately 12 GB). After installation, the Automation License Manager (ALM) on the engineering station is also updated, which is required to recognize the new licensing model.

Cause 2 — Panel firmware is older than V14.00.00.00

Even after you upgrade the engineering software to V14 SP1, the panel will still demand a license key if the HMI image (the Comfort OS running on the device) is older than V14.00.00.00. The runtime license for Sm@rtServer is encoded in the panel firmware from V14.00.00.00 onward. Older images (V13.01.00.00, V12.00.00.00, etc.) do not contain the bundled entitlement and will prompt regardless of the project version.

Cause 3 — License Key handling defect on the engineering station

If both TIA and the panel are at the correct version and the license prompt still appears, the issue is in license key transfer. The official Siemens knowledge base describes the following scenarios where a license key is reported as unavailable even when it is present in the Automation License Manager:

• The License Key is no longer accessible at the storage area (corrupt ALM database).
• The License Key disappears during its transfer to the destination drive (interrupted transfer, removable media eject).
• Two ALM versions are installed in parallel (e.g., V13 and V14) and the panel project binds to the wrong one.
• ALM service "ALM service.exe" is not running, or is blocked by a security policy.

Reference: Handling licenses and license keys - TIA Portal (Siemens documentation).

Diagnostic Procedure

Run these checks in order. Stop at the first check that identifies the cause and apply the corresponding solution from the next section.

1. Verify TIA Portal version. Open TIA Portal, then Help > About. The dialog shows the exact build (e.g., "TIA Portal V14 SP1 Update 7"). If it shows "V14.0" without "SP1", you have Cause 1.
2. Verify the device version inside the project. In the project tree, right-click the TP700 Comfort node > Properties > General > Device Version. It must be at least 14.0.0.0. If it is 13.x or earlier, update it through the device catalog or perform a device replacement.
3. Verify the panel firmware on the physical HMI. On the panel, open Control Panel > System > Information or use the HMI's "About" screen. Confirm the image version reads V14.00.00.00 or later.
4. Verify ALM on the engineering PC. Start > Siemens Automation > Automation License Manager. Confirm the service is running and that no Sm@rtServer key with status "defective" is listed. A bundled V14 SP1 runtime does not require a key entry; if a key entry is shown as "not available", it is a red herring.
5. Capture the panel prompt verbatim. Photograph or note the exact text and the error code (where shown). Several TIA versions use the same wording for different internal states; a screenshot prevents misdiagnosis.

Solution Path A — Upgrade TIA Portal to V14 SP1

Use this solution if Cause 1 is confirmed.

1. Deactivate or back up any V14.0 licenses in the ALM. The V14 SP1 installer migrates V14.0 keys automatically, but a backup of the C:\ProgramData\Siemens\Automation\License Manager folder is recommended.
2. Download the combined TIA Portal V14 SP1 installer from the Siemens Industry Online Support (SIOS) portal. Search for entry ID 109736175 ("TIA Portal V14 SP1"). The download is approximately 12 GB.
3. Run the installer with administrator rights. The installer updates STEP 7, WinCC, and ALM in a single pass.
4. Reboot the engineering station. Do not skip this step; ALM and the TIA Portal services must re-register at boot.
5. Open the project, recompile, and download to the panel.

Solution Path B — Update the TP700 Comfort OS to V14.00.00.00

Use this solution if Cause 2 is confirmed. The TP700 Comfort is a SIMATIC HMI Comfort Panel that supports an in-field OS update via the ProSave utility or by downloading the image through TIA Portal.

1. Close TIA Portal.
2. Launch ProSave (Start > Siemens Automation > ProSave).
3. Select device type TP700 Comfort, set the connection (Ethernet or USB/PROFINET) and the panel's IP address.
4. Click the OS Update tab. Browse to the HMI image file: TP700_Comfort_V14.00.00.00.img (or the latest available V14.x image supplied with the TIA V14 SP1 installation under \Support\Images).
5. Transfer the image. The panel reboots automatically. Do not power-cycle during the update — interruption bricks the image and requires a factory reset via the service USB stick.
6. After the reboot, the panel shows the new version on the startup splash. Confirm via Control Panel > System > Information.

Solution Path C — Repair Automation License Manager

Use this solution if TIA is V14 SP1 and the panel is V14.00.00.00 but the prompt remains.

1. Stop the ALM service: sc stop "ALM service" from an elevated command prompt.
2. Back up and then delete the contents of %ProgramData%\Siemens\Automation\License Manager except the LIC subfolder. The cache rebuilds on next start.
3. Start the service: sc start "ALM service".
4. Open the ALM GUI and confirm the local licenses are listed again. With V14 SP1, the Sm@rtServer runtime entitlement is not a visible license entry — its absence in the ALM list is correct.
5. Re-transfer the project to the panel.

If the ALM consistently reports missing or invalid keys, perform a controlled uninstall of the TIA Portal (with the Siemens uninstaller), remove the %ProgramData%\Siemens\Automation tree, reboot, and reinstall V14 SP1. This procedure is described in the Siemens TIA Portal installation manual section on licensing: Handling licenses and license keys.

Verification

After applying any of the three solution paths, verify the fix end-to-end:

1. Power-cycle the TP700 Comfort.
2. Open the panel's Control Panel > Sm@rtServer. The status should read "Sm@rtServer: ready" and the license warning banner should not appear.
3. From a second engineering PC, launch Sm@rtClient (Start > Siemens Automation > Sm@rtClient), enter the panel's IP address, and establish a connection. The remote view should open within 3-5 seconds.
4. Open a Web browser and navigate to https://<panel-IP>/. The Sm@rtServer web interface should load without an authentication bypass prompt.
5. Confirm in TIA Portal > Online > Diagnostics that the panel reports runtime version 14.00.00.00 or later and that the Sm@rtServer option shows no license fault.

Parameter and License Mapping Reference

Troubleshooting Matrix

Router and Network Considerations

The original symptom was reported while communicating with the HMI via a router. Routers introduce three constraints that can look like a license failure to the inexperienced eye:

• NAT translation. The Sm@rtServer uses the panel's IP directly; ensure the Sm@rtClient connects to the router's external IP and that the router forwards TCP/1024 (Sm@rtServer default) and TCP/5900 (VNC fallback) to the panel.
• License check during remote transfer. When you transfer a project from TIA Portal through a router, the engineering PC's ALM validates the license locally. If the ALM has a corrupt cache (Cause 3), the transfer fails with a license error even though the project is correct.
• Time-out differences. A license lookup across a high-latency link can time out. Increase the TIA Portal transfer timeout in Online > Online & Diagnostics settings if you see a license error only over the router.

Field-Proven Caveats

• Updating the panel OS does not remove a previously purchased Sm@rtServer license key. If you bought the option key, the V14 update does not invalidate it; the key simply becomes redundant for Sm@rtServer specifically but may still be needed for legacy options.
• If the TP700 Comfort is used in a project that also includes older devices (e.g., a TP177B), do not mix V13 and V14 images. The project compilation enforces a single project version per device family.
• Some third-party "service pack" installers circulating on file-sharing sites are repackaged V14.0 base plus patched DLLs. They do not contain the correct ALM, and their use is not supported. Always obtain TIA Portal from the Siemens Industry Online Support portal.
• If the project is migrated to TIA V15 or later (recommended for long-term support), the Sm@rtServer license model is identical to V14 SP1 and the panel OS update rules continue to apply.

Long-Term Recommendation

For new deployments of TP700 Comfort, target TIA Portal V18 (or the latest at the time of installation) with the matching panel image. The Sm@rtServer option is fully bundled from V14 SP1 onward, and the engineering workflow is significantly simpler than with V14.0. If a TIA V14 base installation is already in place, complete the upgrade to V14 SP1 first, then plan a migration to a current TIA version at the next maintenance window.

FAQ