Troubleshooting a License

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.

Viewing Diagnostic Information

On the initial authorize screen select the Show My Current License Status button.

Read the error messages to determine the cause of the licensing issue.
Some of the error messages that might be shown are:

• License Server not found.
• License does not contain a bundle by the name you provided.
• No floating licenses are available (all licenses have been pulled and no seats are available).
• Network Licensing Program system does not support this version of this feature. (The version of Genesys you are trying to run is not supported.)
  

Hardware Key

To reinstall the HASP (hardware) key:

You need Admin privilege for both uninstall and re-install of the HASP drivers.

1. Remove the HASP key from the computer.
2. From the start menu execute Run then run cmd to bring up a command prompt.
3. In the command prompt window:
   cd c:\program files\genesys200x.x\bin
   Authorize.exe FromUninstall
   This is a silent uninstall. You will only see a message if there is an error. Authorize.exe is in the bin directory for Genesys (by default this will be c:\Program Files\GENESYS200*.*\bin)
4. Make a backup of any files with an extension .lic in <install directory>\License and delete them. Ensure you have no files with a .lic extension in this directory.
5. Re-run Genesys and follow the instructions as described in the Hardware Key Licensing section.  This will install an updated hardware key driver and obtain a fresh version of your license file.

If reinstalling HASP drivers does not work

Make sure the environment variables LM_LICENSE_FILE and EAGLE_LICENSE_FILE are not set (i.e. delete them).

Floating License

1. Make sure the server is running and you have the correct port number.  Ask your network administrator if any changes have been made to the configuration such as the license server has been relocated or the port used by the license server has changed.
2. Ensure that you have entered the server name properly.  The server name should be formatted as either @servername or port@servername, where server name is the name of the license server and port is the port number the license server is using.  Multiple servers can be separated using a ; (semicolon).
3. If you are experiencing sporadic connections, your round trip time to the server is slow
   • Some firewalls will cause a longer round trip time than expected and may result in denials that at times may even be sporadic. #* To determine if this your problem you should set the System Environment Variable FLEXLM_TIMEOUT (Start Menu->Control Panel->System->Advanced (tab)->Environment Variables) with:
     • Variable name: FLEXLM_TIMEOUT
     • Variable value: enter a digit in microseconds
   • The default value is 100,000 (.1 seconds).  We recommend that you initially set this value to 1,000,000 and determine if this value is large enough for your installation.  You may need to increate/decrease this value as needed keeping in mind that too large a value will cause delays, while too small a value may bring the undesired license denials back.

ADS Style Licensing (node locked)

1. If you are not using ADS, delete the environment variables LM_LICENSE_FILE and AGILEESOFD_LICENSE_FILE. Genesys can use these for licensing but it avoids conflicts when you exclusively use the license override in Genesys.
2. Make sure you do not have a HASP key installed on the computer in question.
3. Backup and remove all license files you have used in the past, keep only current licenses. This includes any Flex licensing files with an extension of .lic. Backup and delete all *.lic files.
4. If you are experiencing sporadic connections or your round trip time to the server is slow see setting FLEXLM_TIMEOUT above.