Network License Troubleshooting

This section is provided to assist you in diagnosing licensing issues. It is not intended to be complete, but should solve most issues that you may encounter. If you need additional assistance, please contact Agilent Technical Support, http://eesof.tm.agilent.com/support/supp101.html.

1. Be sure you have entered the authorization codes. We suggest re-entering them if you are not sure.
2. Be sure that the service is properly running on the server: stop and restart the Eagleware License Manager.
3. Check the licensing program by logging in to the server: Under Start/Programs/Genesys Server Maintenance, click View Licensing Program Log.
   The log should look like this:

   15:36:13 \(lmgrd\) Logfile switched from
   15:36:24  \(lmgrd\) \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-
   15:36:24 \(lmgrd\) Please Note:
   15:36:24 \(lmgrd\)
   15:36:24 \(lmgrd\) This log is intended  for debug purposes only.
   15:36:24 \(lmgrd\) There are many details  in licensing policies
   15:36:24 \(lmgrd\) that are not reported  in the information logged
   15:36:24 \(lmgrd\) here, so if you use this  log file for any kind
   15:36:24 \(lmgrd\) of usage reporting you  will generally produce
   15:36:24 \(lmgrd\) incorrect results.
   15:36:24 \(lmgrd\)
   15:36:24 \(lmgrd\) \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-
   15:36:24 \(lmgrd\)
   15:36:24 \(lmgrd\)
   15:36:24 \(lmgrd\) FLEXlm \(v6.1g\) started  on dell02 \(IBM PC\) \(9/7/2001\)
   15:36:24 \(lmgrd\) FLEXlm Copyright 1988\-1999,  Globetrotter Software, Inc.
   15:36:24 \(lmgrd\) US Patents 5,390,297  and 5,671,412.
   15:36:24 \(lmgrd\) World Wide Web: http://www.globetrotter.com
   15:36:24 \(lmgrd\) License file\(s\): C:\Program  Files\GenesysServer\LICENSE\Genesys.lic
   15:36:24 \(lmgrd\) lmgrd tcp\-port 27000
   15:36:24 \(lmgrd\) Starting vendor daemons  ...
   15:36:24 \(lmgrd\) Started eagle \(internet  tcp_port 0 pid 456\)
   15:36:24 \(eagle\) Server started on <server>  for: Genesys

   • There should not be a message that says: "NO KEY FOUND" or any other error messages. The end of the file should say "Server started on <server> for: Genesys".
4. Be sure that the key is attached.
5. If the server is running Windows 2000, you must be running version 8.0 or later of Genesys (or you must get an updated "eagle.exe" file from Eagleware). Otherwise, you will get KEY NOT FOUND messages.
6. Stop and restart the license service, as in step 2 above. Check the log.
7. If the key is still not found, contact Agilent for further help, http://eesof.tm.agilent.com/support/supp101.html.
8. Once the server is up, Genesys must be installed on the client computer. You must specify the name of the server to the client. It is generally the same name found in the last line of the log file above. At this point, Genesys should run properly.
9. If you have a firewall, ensure that ports 27000 through 27010 are open, put eagle.exe and lmgrd.exe in your exception list.
10. Data Execution Prevention Error
    On Windows Server 2003 you may get an error about Eagle.exe being blocked. The are many ways to get Windows to exclude the Eagle.exe executable. The recommended course is to:
    • Click Start, click Run, type sysdm.cpl, and then click OK.
    • Click the Advanced tab, select Performance, and then click Settings.
    • Turn on DEP for all programs and services except those I select should be selected. You should add Eagle.exe to the exclusion list (by default this will be in C:\Program Files\Eagleware\License)
    • Click OK two times and restart the computer.
    • For more information see the Microsoft article http://support.microsoft.com/kb/875352.