DriveWorks Pro 23

How To: Troubleshoot Fixed Licenses (KB13010807)

How To: Troubleshoot Fixed Licenses

This topic gives solutions to resolve issues with Fixed Licenses.

For troubleshooting issues with Floating (Network) Licenses please see How To: Troubleshoot Floating Licenses.

Problem Codes

The Licensing Wizard will give a problem code when the issue can be identified.

The problem identifier is usually the last set of digits in the given code, however certain errors may require the full code to determine the cause.

Problem Code: .7109

Cause:

The code entered was not recognized.

Solution:

• Check the code issued and re-enter carefully.
• If the code is in digital format (in an email or text file for example) copy and paste the code directly into the activation dialog.

Problem Code: .7174

Cause:

The code entered is obsolete.

Solution:

• Obtain a new code from your reseller.

Problem Code: .7288

Cause:

• The code entered has already been used the maximum number of times.
• The code entered has already been activated on a different machine.

Solution:

• Return a license from a machine it is no longer required on.
• Purchase additional licenses from your reseller.

Problem Code: .7343

Cause:

The code entered has expired.

Solution:

• Obtain a new activation code.
• Purchase a license from your reseller.

Problem Code: .32

Cause:

Non-English characters (for example: ç, Þ, ù, ä, é) used in Name, Email or Company fields when activating License

Solution:

• Remove Non-English characters from Registration Information dialog and retry.

Problem Code: .9999

Cause:

XML reserved character (&, <, >, ") used in Name, Email or Company fields when activating License.

Solution:

• Remove reserved characters from Registration Information dialog and retry.

Problem Code: 7.51201

Cause:

This is a known issue when manually activating a DriveWorks 23 license.

Solution:

Closing the Activation Failed dialog, and re-opening the application or License Manager will have actually successfully activated the license.

Unable to Connect to the Internet

If no Internet connection is available, to communicate with the licensing server, the message below will be displayed.

• Check your network status.
• Check that your web browser can reach other sites.
• A proxy server may be blocking access. Please see the section sub-headed Proxy Server blocking communication with license server below.
• A firewall may be blocking the communications port used. Please see the section sub-headed Firewall below.

If the machine is not expected to have an external Internet connection:

1. Select Use manual activation option.
2. Click Next.
3. Follow the instructions given in the topic Manual Activation to manually activate your license.

Activation Failed

Possible causes of failure to activate a fixed license are listed below:

Proxy Server blocking communication with license server

How to determine if you are behind a Proxy Server:

1. Open Windows Settings.
   Enter Settings in the Windows search bar and select the Settings App.
2. Select Network and Internet.
3. Select Proxy from the list of settings on the left.
4. If the setting Use a proxy server (under Manual proxy setup) is turned on, a proxy server is in use.

Configure DriveWorks Licensing for a Proxy Server

1. Follow the steps to activate the license automatically see Automatic Activation.

   When the dialog that shows the attempt to activate is displayed (image on the left) click the Stop button.

   
2. Click the radio button to Configure proxy details.

   Click Next.

3. Enter the proxy details.

   Click Next to begin activation again.

Firewall blocking communication with license server

If you do not use a proxy server it may be an issue with the communications port the license is configured to use. To test this type the following link into your Internet browser:

http://lserver.driveworks.co.uk:8080/flexnet/services/ActivationService?wsdl

You should see a web page as below:

If you can view the XML page in the browser your communications port is configured correctly and you should contact your DriveWorks reseller for more assistance.

If the browser reports an error page you will need to allow access through port 8080 on your firewall. Your computer administrator will be able to assist with this.

Fixed License Status Types

The License Manager displays the status of each Fixed License that has been activated on the machine.

Active

The status is shown as Active when the license is valid and healthy.

Expired

Cause:

• The status is shown as Expired for Evaluation Licenses that have expired.

Solution:

• Acquire a permanent license

Untrusted

Cause:

A license can become untrusted for a number of reasons, the more common of which are:

• When a machine has been restored from a backup
• When a machine has had key hardware components added or replaced
• When time and date settings have been altered
• When the MAC address of a machine changes (can occur on VM's that do not have a static MAC address assigned)
• When Windows updates have affected trusted storage

Solutions:

• Return the machines time and date settings to its original state
• Run the Repair License function.
• Return the license and try reactivating
• When the license is activated on a VM:

  Ensure the VM has a static MAC address assigned

If the above solutions fail to clear the untrusted status contact your reseller for support in repairing the untrusted license.