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ELM & ELM-Virtual Server Edition Activation Issues

Views: 652 Last Updated: 09/23/2016 02:35 pm 0 Rating/ Voters
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If you are having problems authorizing On-Screen Takeoff, Digital Production Control, or Quick Bid, check out: Troubleshooting Licensing Issues

The Primary Reasons you may experiencing difficulty with activating Enterprise License Manager are:

  • Unable to contact/reach "titan.oncenter.com" see Firewall Settings in the ELM User Guide for more details on firewalls
  • Server's Internet connection is secured by a Proxy - ELM is not compatible with Proxies
  • Product installed in a virtual environment - must use Enterprise License Manager - Virtual Server Edition
  • Product installed in a physical environment - must use Enterprise License Manager - Physical Server Edition
  • Insufficient RIGHTS to the Program Files\Common Files folder and/or the System Registry
  • Conflicting license managers using the same LMAdmin service
  • Virus Protection software blocking the writing to or creation of the LIC files
  • Host ID does not match - the virtual server was moved to a new Host server. You must deactivate the virtual server from the original Host machine FIRST, see "Moving Enterprise License Manager - Virtual Server Edition to a New Host" in the ELM User Guide.
  • Communication Errors between a virtual server and the LMBind machine

Restart all License Manager Services

One or more of the services may not have started correctly or in the correct sequence. If the licenses are activated in the Activation Utility but the vendor daemon shows as "Down" in the LMAdmin Console, try restarting the license manager components as described in, "Restarting License Manager" in the ELM User Guide.

Note
If this is the initial installation of Enterprise License Manager, the LMAdmin service must be manually started. Subsequent reboots of the server will automatically start this service if you chose to set lmadmin to "Run as Service" during installation.

Because of the way Windows Server locks files and records, it may be necessary to reboot the server before Enterprise License Manager will run correctly (this is why we recommend you perform any license manager installation during 'off' hours)...

Check the Logs

There are several log files located at:

C:\Program Files (x86)\FlexNet Publisher License Server Manager\logs

lmadmin.log and oncenter.log are the two most useful.

The lmadmin.log log file can help you troubleshoot issues with starting the lmadmin service or starting the vendor daemon (oncenter.exe).

The oncenter.log log file can help you troubleshoot issues with the vendor daemon staying UP and servicing licenses. Specifically, this will identify if there are communication problems between the workstations and the server. This log file also shows if there are technical problems with starting the vendor daemon (such as components not starting correctly or the presence of virtualization software). This log also shows EVERY license request received - if a user reports an issue with getting a license but you are not seeing a request from their workstation in this log - the problem is communication between the end user's computer and the license manager server.

The oncenter.log file will also show if their are problems with the vendor daemon communicating with LMBIND. If there is any communication error shown, you need to troubleshoot firewalls and switches to make certain that the machine on which LMBIND is running accepts INCOMING requests.

Note
If you are working with Technical Support, the tech will likely request these log files.


Verify you have entered the correct Activation Key, Correctly

The number one cause of licensing issues is attempting to activate an incorrect or invalid key. Make sure you are activating the most recent key provided by On Center Software. When entering a key in to the Activation Utility, it is best to COPY and PASTE from the e-mail you received from On Center rather than typing in the code.

Keys are VERSION specific - you cannot use a key provided for 4.7.1 to activate 4.91.2 - even if your company is currently on a Maintenance Subscription with On Center Software and you are entitled to the newest version of the program. You will need to contact your Account Manager to receive the activation key for the version of the software you are trying to activate.

Verify The Activation Key is for Enterprise License Manager

Standalone license Activation codes for On-Screen Takeoff, Digital Production Control, and Quick Bid cannot activated with Enterprise License Manager - they can only activate a locally installed copy of the application.

Verify The Activation Key Supports the Version Being Authorized

Users sometimes get a hold of versions of the software for which they do not possess an appropriate license - there is no sure way for On Center to prevent your users from download/installing updates. Each activation code supports a specific version of On Center Software products. Versions lower than the listed version can be licensed but versions exceeding the listed version cannot be authorized.

To determine what version of the program (On-Screen Takeoff, for example) is installed, click Help > About <product>. If end users are not using a supported version, please contact Support.

See "Updating License Files Before Upgrading Applications" in the ELM User Guide for help with verifying support versions in Enterprise License Manager.

Verify The Server has a Open Internet connection

Many common errors are caused because the activation utility cannot access the Internet correctly.

You must ALLOW "OCSlmtrans.exe" and "serveractivationutility.exe" processes to connect to the Internet. External communication with the On Center Software Activation Server is via Port 80 (the Internet port).

Once the server is activated, only the WORKSTATIONS require Internet connection - the server only needs an Internet connection when license codes are activated or returned.

Invalid Installation

When Enterprise License Manager was installed, it is possible that system files were locked and could not be updated correct and it may be necessary to reboot your server so that any files that were locked/in use during the installation are properly updated.

Only a local server administrator can correctly install Enterprise License Manager - if a 'non-admin' user attempts to install the utility, the installation may become corrupt.

Insufficient Rights

Enterprise License Manager stores licensing information in various locations throughout the Windows File System. The exact locations are not disclosed for security reasons. Suffice to say, the utility needs to be run in full admin mode with unrestricted access to read/write to the hard drive. No personal information is tracked or accessed by Enterprise License Manager nor anything other than machine identification and information necessary to activate or validate licensing sent to our servers.

Conflicting License Managers

Although Enterprise License Manager is designed to coexist with other license management utilities using FlexNet's technology, there may be times where hardware or software incompatibilities arise. Enterprise License Manager uses a standard, non-customized installation of LMAdmin as the backbone of Enterprise License Manager. If another vendor customizes LMAdmin (changes the name or install location, for example), this can interfere with Enterprise License Manager - you would need to contact the vendor of your other license manager for assistance.

Also, ELM cannot run on the same server as license managers that use Flexera's older 'lmgrd' technology or older versions of LMAdmin. The two services are incompatible.

Virus Protection Software

Verify that your Virus Protection software is not inhibiting the writing of the license file/information. Some Virus Protection programs inhibit the writing of text received via Internet to files on the machine.

Authorization Error Codes

Most activation error messages are self-explanatory. Below are the most common and what you can do to remedy them. When instructed to restart the license manager, follow the instructions in the article, "Restarting License Manager" in the ELM User Guide.

Message Explanation/Suggested Action

This activation key is not valid. Please verify you are using the most recent activation key provided by On Center Software. If you need further assistance, please contact Technical Support for assistance at 866-689-5687.

Double-check the activation code you have entered. Make sure all letters/numbers are entered correctly. If possible, copy and paste the code rather than typing.

This activation key is expired. Please verify you are using the most recent activation key provided by On Center Software. If you need further assistance, please contact Technical Support for assistance at 866-689-5687.

Verify you are using the most recent license code issued by On Center Software - when a license is made 'permanent', a new code is issued.

This activation key has already been activated and cannot be activated until it is deactivated on the other machine. If you need further assistance, please contact Technical Support for assistance at 866-689-5687.

This key was activated on another server. You must deactivate that server which returns the license to On Center Software. Then you will be able to authorize a new server. If you do not have access to the old server, you will have to wait 30 days before On Center Software can issue a new license key.

This activation key is no longer valid and will be removed from the system. If you need further assistance, please contact Technical Support for assistance at 866-689-5687.

A key that was previously activated has been revoked by On Center Software. More than likely, it was a temporary key or there was a change to your license count.

Cannot Return activation keys while Licenses are Borrowed

If any users have borrowed licenses, you cannot deactivate the codes on the server. See the article, "Analyzing License Usage" in the ELM User Guide and instruct any users who borrowed license to return them.

Please click 'Reread License Files' for the vendor daemon "oncenter" in LMAdmin tool. Current changes will not take effect until reread is performed.

When license codes are activated/deactivated, the LMAdmin license server management interface must be used to 're read' the files so the changes take effect.

Cannot connect to the On Center Software Licensing servers. Please check your Internet connection and try again. If you need further assistance, please contact Technical Support for assistance at 866-689-5687.

It is possible that your Internet connection is down or a firewall is preventing the ocslmtransport.exe utility from contact the On Center Software licensing servers. Verify that the Server can communicate with titan.oncenter.com .

Enterprise License Manager has experienced an error. Please restart the service and re-read licenses in the LM Utility. If you need further assistance, please contact Technical Support for assistance at 866-689-5687.

First, follow the instructions for restarting the various components of Enterprise License Manager.

If you are installing ELM for the first time, please contact Support to verify your network licenses were setup correctly.

One or more of the Enterprise License Manager components is not responding. Please restart Enterprise License Manager service on the server and re-read licenses in the LM Utility. If you need further assistance, please contact Technical Support for assistance at 866-689-5687.

Follow the instructions for restarting the various components of Enterprise License Manager.

"Cannot release locking agent, maximum number of retries reached"

On the lmbind machine, open Task Manager, and End Task on lmbind. Then delete the lmbind.txt file (located in the folder where lmbind.exe is stored, then restart lmbind.

Back on the virtual server, Restart the lmadmin service.

Error No. Message Explanation/Suggested Action

-4

Licensed number of users already reached.

There are no available licenses for the feature(s) attempting to be authorized. All licenses are already floated or borrowed to other users.

-8

Invalid (inconsistent) license key or signature.

Someone has altered the license file(s) on the server or there has been a server hardware failure. Please contact your Network Administrator - they need to review Enterprise License Manager and possibly restart the server.

-10

Feature has expired.

The temporary or trial license used to activate Enterprise License Manager has expired. The Network Administrator needs to re-activate Enterprise License Manager using the most up-to-date codes provided by On Center Software.

-15

Cannot connect to license server system.

Possible issues:

Enterprise License Manager or one of its components has not been started or has stopped responding.

The server name or IP address entered for Enterprise License Manager is incorrect.

The port entered in Enterprise License Manager server box (when using specific ports) is incorrect (;<port>@<lmadmin server>)

A firewall on your workstation, the server, or somewhere in between the two is preventing communication.

-18

License server system does not support this feature.

Enterprise License Manager was found and responded, however, the application or feature you are trying to authorize is not supported.

-21

-25

License file does not support this version.

License server system does not support this version of this feature.

You are attempting to authorize a newer version of the software than the current licenses on the Enterprise License Manager allow.

-39

User/host not on INCLUDE list for feature.

Enterprise License Manager administrator has defined a "Reserve List". Users not included cannot pull a license for a particular feature.

-68

License BORROW support not enabled.

Enterprise License Manager administrator did not enabled the "Borrow" function when they activated this license/feature.

-88

System clock has been set back.

The product checks key Windows system folders to see if there are any files dated after today's date indicating that the system clock was set back. If the product determines that the system clock was set back, the software cannot be activated.

-96

License server machine is down or not responding.

(see -15, above)

-97

The desired vendor daemon is down.

Enterprise License Manager or one of its components has not been started or has stopped responding, the network administrator must restart service.

-103

Terminal Server remote client not allowed.

This product cannot be authorized in a Terminal Server or Citrix environment using a stand-alone license - you must authorize this product using Enterprise License Manager.

-117

BORROW failed.

Enterprise License Manager or one of its components has not been started or has stopped responding, the network administrator must restart service.

-124

Error returning borrowed license.

In order to return a Borrowed license, Enterprise License Manager must be running on the same network and Domain on which the workstation is connected.

-190

Feature can be checked out from Physical machine only.

This product cannot be authorized in a Virtual environment using a stand-alone license - you must authorize this product using Enterprise License Manager.

Vendor Daemon Error Codes

As a troubleshooting step, administrators need to review the Vendor Daemon log (oncenter.log). Some of the error messages may be a little cryptic, it is to be hoped that the information below will help the system administrator troubleshoot problems with getting the vendor daemon (oncenter.exe) started:

(The oncenter.log file is typically stored in: "C:\Program Files (x86)\FlexNet Publisher License Server Manager\logs").

Status Code/Exit Reason Message Explanation Suggested Action

Status Code 54

Error acquiring or releasing the Binding Agent lock

The vendor daemon is unable to communicate with the LMBinding agent.

Normally, this is an indicator that LMBind is no longer running. Make sure the command prompt or terminal window where your started lmbind.exe is still open and that the user who started that process has not logged out of the server.

Status Code 44

Vendor daemon not allowed in virtual environment.

Server is not allowed to operate in VM environment.

You have installed ELM-Physical Server edition on a Virtual Server OR there is virtualization software installed the server.

To use ELM in a virtual environment, you will need to purchase ELM-Virtual Server Edition.
If this is a physical server, you cannot host any virtualization software on the server where ELM is installed.

Status Code 31

Binding agent communication error.

Can't get hostid...

Host ID doesn't match

The virtual machine cannot communicate with the LMBind agent on the Host machine.

There are several possible causes:

1.) Normally, this is an indicator that LMBind is no longer running. Make sure the command prompt or terminal window where your started lmbind.exe is still open and that the user who started that process has not logged out of the server.

2.) The PORT on which LMBind is running is blocked by the Host machine or Virtual server (default is 27010). You must configure the firewall on the HOST server to allow INCOMING connections over the port on which LMBind is running.

3.) The Environmental Variable was set as a "User" EV or is pointing to the wrong physical machine/port where LMBind runs. See 2.05 Setting Environmental Variable in the Virtual Server in the ELM-Virtual Server Edition User guide for instructions.

Exit Reason 28

The HOSTID on the SERVER line needs the server to run in Hyper-V virtual environment.

The virtual machine cannot communicate with the LMBind agent on the Host machine.

You must install whatever integration driver(s) are recommended by your virtualization software vendor. For example, when using Hyper-V, you must install the Hyper-V Integration Services and keep it up-to-date.

Status code 51

HOSTID does not match the license server environment (virtual/physical))

The virtual machine cannot communicate with the LMBind agent on the Host machine.

See various resolutions above.

Note
Sometimes, the error message you see in the Vendor Daemon log just doesn't make a lot of sense. That's OK, a majority of time, if the vendor daemon will not start, the reason is that it cannot communicate with the LMBind machine. Remember, the machine on which LMBind is running must be configured to allow incoming connections (to lmbind.exe) over the port on which lmbind.exe is running. Any interruption between the virtual server and the LMBind machine will cause the vendor daemon to refuse to start or stop running.


Product documentation (user guides) describes functionality in the latest version of each major release and may not match the functionality in the version you are using. Please check the Product Information and Downloads pages by clicking one of the product buttons above.

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