Unable to Use a JetBrains IDE Despite Active All Products Pack – Support | JetBrains

Problem

User was unable to use JetBrains IDE (e.g. Rider), despite having an active All Products Pack license. The user appeared under the "Users" section in the License Vault dashboard but had no license assigned and could not use Rider functionality whilst activating Rider in the "Manage Subscription" window.

Cause

The issue arose because two versions of Rider (2023.1.3 and 2025.1.1) were installed simultaneously on the affected user’s machine. The logs revealed that the older version (2023.1.3) was not being launched and licensed, and the license was actually linked to the newer version (2025.1.1). Therefore, the Rider license displayed in the "Users" section in the License Vault was actually the newer version of Rider instead of the older Rider. Additionally, in the Toolbox App log:

2025.1.1:

New IDE discovered: RD-251.23774.471 pid 41484

Connected tools update: IdeConnection(connectionId=12345qwer-345q-345q-345q-123456qwert, productCode=RD, toolVersion=251.23774.471, pid=41484, stationCommunicationAddress=C:\Users\...)

Whilst 2023.1.3:

Enterprise Settings > Cannot fetch loaded plugins because Rider 2023.1.3 is not running.

Could not find build for Rider with build number 231.8109.212 and version 2023.1.3 while trying to configure Rider 2023.1.3

Resolution

Older version of IDE could fail to be activated and licensed due to a potential compatibility issue with the latest version of License Vault/Toolbox App. Try to uninstall the older version of IDE, e.g. Rider: 2023.1.3 (or older) if it is unnecessary and ensure that only the newer version of IDE, e.g. Rider: 2025.1.1 (or newer) was used.

If the older version of IDE is compulsory to be used due to company policy, and it is not able to launch/license, feel free to provide the full IDE log and Toolbox App log (if any) to the Support Team for further investigation.

On-Premises: https://www.jetbrains.com/help/ide-services/troubleshooting-guide.html#ide_logs

Cloud: https://www.jetbrains.com/help/ide-services-cloud/troubleshooting-guide.html#ide_logs