New Windows VM downgraded to 2Gb RAM because Windows not activated

Question

New Windows VM downgraded to 2Gb RAM because Windows not activated

Richard Borrie 25

I recently purchased a new Windows Server 2022 Datacenter Azure Edition VM. It is a B2ms series with 8Gb RAM.

After a few days when the VM seemed very good we suddenly started receiving out of memory errors and were unable to RDP to the VM.

We restarted it and found it only had 2Gb RAM, although we are paying for 8Gb.

We were advised that this might be caused by Windows not being activated, so we tried to activate it, without success. We also followed increasingly bizarre articles about using Powershell to test connection to KMS and fix this issue, but this did not work.

I think there is a fundamental misunderstanding here. When we order a VM from the Azure control panel we expect it to be delivered with the specification we purchased, and available for use. This VM does not match the specification we ordered, and is not currently usable, yet we are paying for it.

deherman-MSFT 38,021 Reputation points Microsoft Employee Moderator

2023-06-09T18:48:53.3266667+00:00

@Richard Borrie
Did you try to use the Azure Hybrid Benefit without a license? Otherwise there shouldn't be a need to activate Windows.
Richard Borrie 25 Reputation points

2023-06-10T10:47:53.42+00:00

No, we did not use the hybrid benefit.

I totally agree, when you purchase a Windows VM it should already be activated.
deherman-MSFT 38,021 Reputation points Microsoft Employee Moderator

2023-06-12T16:03:31.05+00:00

@Richard Borrie

To further troubleshoot this, we're going to enable a free, one time technical support ticket. Please email the following to AzCommunity@microsoft.com and we'll get back to you promptly:

• Subject: "Attn: deherman - "

• Email body: Your Subscription ID

• Email body: A link to this thread so we can validate and expedite the request

If you don't receive a response within 24 hours, please reply to the thread so we can investigate.
Richard Borrie 25 Reputation points

2023-06-12T16:18:17.6866667+00:00
Thanks deherman.

I raised a support request through the payment and subscriptions route, on the basis that we had paid for a 8Gb VM and only received a non-functioning 2Gb VM.

The tracking ID is: #2306080050000131

From research in the Community I was able to update the ticket and explain that the likely cause of the VM memory allocation error was a problem with the Windows activation process.

I was then advised how to fix the problem.

The instructions I was given were as follows:

Login to the machine.

Navigate to the C:\Windows\System32\spp\store\2.0

You will find a “tokens.dat” file. Rename it to “tokens.dat.old”

Open command prompt as an Administrator.

You need to configure connection to KMS servers with following command: cscript c:\windows\system32\slmgr.vbs /skms kms.core.windows.net:1688

Then you’ll need to install product key: cscript c:\windows\system32\slmgr.vbs /ipk [key goes here]

This is key that Is matching your image and you can check it on this page:

https://learn.microsoft.com/en-us/windows-server/get-started/kms-client-activation-keys#generic-volume-license-keys-gvlk

Post this, execute command slmgr /ato The Activation pop up – “Product activated successfully” will appear.

I have thanked the team for the support, but questioned why it was possible to purchase a new VM which was non-functional. I also pointed out that the sequence of instructions which they provided to fix this apparently common problem did not appear in the Azure portal help, or in the Community.

Accepted answer

1 additional answer

Your answer

deherman-MSFT 38,021 Reputation points Microsoft Employee Moderator

2023-06-09T18:48:53.3266667+00:00

@Richard Borrie
Did you try to use the Azure Hybrid Benefit without a license? Otherwise there shouldn't be a need to activate Windows.
Richard Borrie 25 Reputation points

2023-06-10T10:47:53.42+00:00

No, we did not use the hybrid benefit.

I totally agree, when you purchase a Windows VM it should already be activated.
deherman-MSFT 38,021 Reputation points Microsoft Employee Moderator

2023-06-12T16:03:31.05+00:00

@Richard Borrie

To further troubleshoot this, we're going to enable a free, one time technical support ticket. Please email the following to AzCommunity@microsoft.com and we'll get back to you promptly:

• Subject: "Attn: deherman - "

• Email body: Your Subscription ID

• Email body: A link to this thread so we can validate and expedite the request

If you don't receive a response within 24 hours, please reply to the thread so we can investigate.
Richard Borrie 25 Reputation points

2023-06-12T16:18:17.6866667+00:00

Thanks deherman.

I raised a support request through the payment and subscriptions route, on the basis that we had paid for a 8Gb VM and only received a non-functioning 2Gb VM.

The tracking ID is: #2306080050000131

From research in the Community I was able to update the ticket and explain that the likely cause of the VM memory allocation error was a problem with the Windows activation process.

I was then advised how to fix the problem.

The instructions I was given were as follows:

Login to the machine.

Navigate to the C:\Windows\System32\spp\store\2.0

You will find a “tokens.dat” file. Rename it to “tokens.dat.old”

Open command prompt as an Administrator.

You need to configure connection to KMS servers with following command: cscript c:\windows\system32\slmgr.vbs /skms kms.core.windows.net:1688

Then you’ll need to install product key: cscript c:\windows\system32\slmgr.vbs /ipk [key goes here]

This is key that Is matching your image and you can check it on this page:

https://learn.microsoft.com/en-us/windows-server/get-started/kms-client-activation-keys#generic-volume-license-keys-gvlk

Post this, execute command slmgr /ato The Activation pop up – “Product activated successfully” will appear.

I have thanked the team for the support, but questioned why it was possible to purchase a new VM which was non-functional. I also pointed out that the sequence of instructions which they provided to fix this apparently common problem did not appear in the Azure portal help, or in the Community.

Answer 1

@Richard Borrie

Thanks so much for coming back and providing your solution to the community. This should help others that face the issue in the future. I do apologize for the inconvenience this has caused.

Since the Microsoft Q&A community has a policy that "The question author cannot accept their own answer. They can only accept answers by others ", I'll repost your solution in case you'd like to "Accept " the answer.

Issue:

Your VM was showing a reduced amount of RAM, from 8GB to 2GB. This was caused by the OS not being activated.

Solution:

Login to the machine.
Navigate to the C:\Windows\System32\spp\store\2.0
You will find a “tokens.dat” file. Rename it to “tokens.dat.old”
Open command prompt as an Administrator.
You need to configure connection to KMS servers with following command: cscript c:\windows\system32\slmgr.vbs /skms kms.core.windows.net:1688
Then you’ll need to install product key: cscript c:\windows\system32\slmgr.vbs /ipk [key goes here]

This is key that Is matching your image and you can check it on this page:

https://learn.microsoft.com/en-us/windows-server/get-started/kms-client-activation-keys#generic-volume-license-keys-gvlk

Post this, execute command slmgr /ato The Activation pop up – “Product activated successfully” will appear.

If you still have questions, please let us know in the "comments" and we would be happy to help you. Comment is the fastest way of notifying the experts.

If the answer has been helpful, we appreciate hearing from you and would love to help others who may have the same question. Accepting answers helps increase visibility of this question for other members of the Microsoft Q&A community.

Thank you for helping to improve Microsoft Q&A!

User's image

Answer 2

In this case, it's important to reach out to Microsoft Azure support for assistance in resolving the problem. They have the necessary tools and access to investigate and address issues related to the specifications and activation of your VM.

Here's how you can contact Azure support:

Go to the Azure Portal (portal.azure.com).
Click on the "Help + Support" button on the left-hand side of the portal.
In the "Help + Support" blade, click on the "New support request" button.
Fill in the required information, including the subscription, issue type, and details about the problem you're facing.
Choose the severity level that best represents the impact of the issue.
Select your preferred contact method (phone, web, or chat).
Submit the support request.

Azure support will review your request and get back to you with further assistance. They have specialized teams that can help you diagnose and resolve issues related to VM specifications, activation, and any other problems you encounter with your Azure services.

It's important to provide them with as much information as possible, including details about the discrepancies in RAM allocation and the activation issues you faced. This will help them investigate and address the problem more effectively.

Remember that Azure support is the best resource for resolving service-related issues, as they have the expertise and access to the necessary tools to assist you in getting your VM functioning as expected.

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New Windows VM downgraded to 2Gb RAM because Windows not activated

1 additional answer

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