Common Issues

If some files are locked during the uninstall process, those files cannot be removed.

If another process has locked some files during the uninstall process, the Licence Manager installation could fail to install those files.

The Licence Manager service can fail to install because: 

• it has already been installed

  Description:	You can install the Licence Manager service only once.
  Solution:	Uninstall the existing the service by choosing Service > Uninstall and then install the new service by choosing Service > Install.

  
  
• you do not have Administrator permissions

  Description:	If you are unable to install the Licence Manager service, it may be because you do not have Administrator permission on the computer. You need Administrator permission to perform all Licence Manager tasks.
  Solution:	Contact your local site systems administrator and ask to be granted Administrator permission.

  
  

If Licence Manager has become corrupted because of the accidental removal of some of the required files, the install function fails to work. In this situation, no message appears to inform you of the error.

The most common causes that stop the Licence Manager from running are:

• TCP/IP networking is not installed

  Description:	GEOVIA programs and the Licence Manager communicate using the TCP/IP networking protocol. Some Windows installations do not install TCP/IP networking by default. If TCP/IP networking is not installed, a message appears in the log file.
  Solution:	Installing dial-up networking usually also installs TCP/IP networking.

  
  
• the default port that Licence Manager uses is in use by another process

  Description:

  By default, Licence Manager uses UDP port 1234. You can set Licence Manager to use any port number, by choosing Edit > Properties and typing a new value in the UDP Port field. If another process is already using the UDP port that the Licence Manager server uses, the Licence Manager service exits with an error. If this issue occurs, a message appears in the log file.

  Solution:

  Change the UDP Port setting in the Licence Manager properties to use a UDP port number that is not used by other processes. Try choosing a number greater than 1000. After you change the port number, restart the Licence Manager service. When you use a port other than 1234, you must specify the port number in the target of the shortcut for the GEOVIA program (Surpac or Minex). If the program requests a licence using a port that is different from the port that Licence Manager is using, a licence is not granted. If you want to broadcast the request without specifying a particular server, use: -lm :<portNumber> in the target For example, -lm :4567. If you want to request a licence from a particular server, use: -lm <ssilm-server>:<portNumber> For example, -lm licenceserver:4567.

  
  
• the dongle drivers are not correctly installed, the parallel port is not configured correctly for the dongle, or multiple devices are conflicting on the parallel port

  Description:

  When Licence Manager starts, it checks for a dongle to obtain the host ID for the valid licences. If a valid dongle is not found, Licence Manager exits with an error. Assuming a dongle is attached, the dongle would not be found if: the drivers for the dongle are not installed the port in which the dongle is inserted is not configured correctly the dongle is not the first device attached to the port

  Solution:

  If the dongle drivers are not installed, install them using the GEOVIA product installation. If you are using a parallel port with multiple devices connected through each other, make the dongle the first device in the chain (that is, the one connected directly to the parallel port on the computer). GEOVIA supplies a dongle that uses a USB port connector. This dongle is only available for Windows 7, Windows Server 2008, Windows Server 2012 (Windows NT 4.0 does not support USB). It resolves all problems that relate to parallel ports. You cannot join devices together in sequence through the USB dongle, which resolves many hardware conflicts. If you are having problems with a parallel dongle, contact GEOVIA to acquire a USB dongle.

  
  
• multiple copies of Licence Manager are running

  Description:	You can run only one Licence Manager process at a time on a single computer. If you start Licence Manager, and Windows detects that another copy of Licence Manager is already running, the copy you just started exits. If you have an existing Licence Manager process running, a message appears in the log file.
  Solution:	Run Task Manager, select any current instance of Licence Manager, and choose End Task before attempting to start the version of Licence Manager that you want.

  
  
• some versions of Windows have an out-of-date MFC42.DLL that does not work with Licence Manager

  Description:	You start Licence Manager and see the error message: "The ordinal 6883 could not be located in the dll MFC42.dll". This message indicates that your version of Windows does not have a version MFC42.DLL that works with Licence Manager.
  Solution:	Install a current version of MFC42.DLL. To install a current version of MFC42.DLL: Install the latest Service Pack for your version of Windows Install the latest version of Internet Explorer Go to http://activex.microsoft.com/controls/vc/mfc42.cab save and install the cab file

  
  
• firewalls prevent Licence Manager from working

  Description:	Licence Manager cannot work across firewalls that have default settings.
  Solution:	To use firewalls and use Licence Manager, configure the firewalls to allow packets for the UDP port that Licence Manager uses to pass through the firewall. The default UDP port for Licence Manager is 1234.

  
  

The Licence Manager service could because: 

• another program is using the UDP port number that Licence Manager uses

  Description:

  By default, Licence Manager uses UDP port 1234. You can set Licence Manager to use any port number, by choosing Edit > Properties and typing a new value in the UDP Port field. If another process is already using the UDP port that the Licence Manager server uses, the Licence Manager service exits with an error. If this issue occurs, a message appears in the log file.

  Solution:

  Change the UDP Port setting in the Licence Manager properties to use a UDP port number that is not used by other processes. Try choosing a number greater than 1000. After you change the port number, restart the Licence Manager service. When you use a port other than 1234, you must specify the port number in the target of the shortcut for the GEOVIA program (Surpac or Minex). If the program requests a licence using a port that is different from the port that Licence Manager is using, a licence is not granted. If you want to broadcast the request without specifying a particular server, use: -lm :<portNumber> in the target For example, -lm :4567. If you want to request a licence from a particular server, use: -lm <ssilm-server>:<portNumber> For example, -lm licenceserver:4567.

  
  

If the error message “unable to find requested licence” appears when a user tries to get a network licence for their GEOVIA program, Licence Manager is not granting licences.

To see which licences Licence Manager is distributing, choose Report > Available.

Licence Manager fails to grant licences because:

• the tokens file was not saved

  Description:	If you change the tokens file, you must save the file before the change becomes effective. If you do not save the file, Licence Manager might not be able to grant licences.
  Solution:	To save the tokens file, choose File > Save in Licence Manager.

  
  
• Licence Manager is not able to resolve its host name or perform a reverse look-up of the client host name

  Description:

  Licence Manager must perform reverse lookups of client host names for logging purposes. The API calls that Licence Manager uses can have problems when the host name is not directly resolvable. When the Licence Manager server performs the reverse name lookup, it pauses until it times out, which makes it appear as if the Licence Manager server has become idle. In particular, sites relying on DHCP could experience lookup problems.

  Solution:

  You can usually add the Licence Manager host name and the client host names and IP addresses to the Windows hosts file. Depending on how the various name services are managed, you might not need to edit the hosts file. Sites using DNS for name services tend to have fewer problems with reverse name lookup.

  For more information, see What is a Reverse DNS lookup?

• the Licence Manager server is on a different subnetwork than the client computer requesting a broadcast licence

  Description:	When a client computer requests a network licence without a host name specified, it sends a broadcast request on the local subnetwork. These broadcast requests usually do not pass through network bridges or routers. If Licence Manager is on a separate network segment, it does not "hear" the request.
  Solution:	Specify the Licence Manager server host name in the program shortcut using the -lm switch. For example, for the Surpac shortcut, edit the Target field as follows: "<Surpac installation directory>\surpac2.exe" -lm licServer

  
  

This message can appear because: 

• of timing errors during startup

  Description:	This commonly occurs when you have not specified the licence server in the target of the program shortcut.
  Solution:	Modify the target of the program shortcut to include the -lm licencerserver option, where licenceserver is the name of the licence manager server.

  
  
• all licences maintained by the Licence Manager server have been added to licence classes other than the default class

  Description:	This commonly occurs when you have not specified an alternate class name in the target of the program shortcut.
  Solution:	Modify the target of the program shortcut to include the -classclassname, where classname is the name of one of the classes that exist in the tokens file.

  
  
• the DNS setup is incorrect

  For more information, see Licence Manager does not start.

• there is no NetworkLicenceManager.exe in the bin directory of your client program

  Description:	The Licence Manager uses the NetworkLicenceManager.exe file on both sides of the communication. So if the NetworkLicenceManager.exe does not exist on the client side, this message appears.
  Solution:	Ensure that NetworkLicenceManager.exe exists on both the client and server.

  
  

This message because: 

• the server and/or port number that is being used to acquire a licence are incorrect

  Solution: Check that the Licence Manager server name and port number are correct. If the program is calling the wrong name or port number, correct this information in the target of the program shortcut.

• the Licence Manager service has stopped

  Description:	The Licence Manager service must be installed and running for a client to get a network licence.
  Solution:	Start Licence Manager by going to /bin folder of your Licence Manager installation, and double-clicking NLMAdmin.exe. In the Licence Manager window, check that the indicators in the status bar display Installed and Running. If these status indicators are not displayed, contact your local site administrator or log a ticket on the GEOVIA support website.

The log file displays this message when both Licence Manager and another program use the same UDP port.