Microsoft KB Archive/156782

= Microsoft Knowledge Base =

PRB: Troubleshooting FLEXlm Installation for Windows NT
Last reviewed: November 27, 1996

Article ID: Q156782

The information in this article applies to:


 * Softimage 3D for Windows NT versions 3.0, 3.01, 3.51

SUMMARY
This article is designed to help you determine the cause of problems that you may encounter during or after the installation of FLEXlm. This article lists common error messages, possible causes, and detailed procedures to ensure a quick solution to your problems.

RESOLUTION
When Softimage 3D does not start after installation, check to make sure that:


 * 1) You restarted Windows NT after installing Softimage 3D.
 * 2) You received a license from the Softimage 3D Licensing department. For license requests, send an e-mail to license@softimage.com or call licensing at 1-800-387-2559, or for international requests, call 514-845-2199.

Note that if you are upgrading Softimage 3D from a previous beta version, then you must also upgrade your FLEXlm licensing software.

If Softimage 3D fails to start after entering your license file, rebooting your machine, and double-clicking on the Softimage 3D icon labeled Softimage 3D 3.51, then the following procedures should assist you in troubleshooting the problem.

 In the Program Manager window, double-click the "Edit License.dat file" icon in the Softimage 3D program icon group. This icon opens a Notepad text editor window and automatically loads the license file located in c:\flexlm\license.dat. If you do not see the Edit License.dat file icon in the Program Manager group, it may be possible that you did not configure the computer as a FLEXlm Server during the installation and setup of version 3.51. Refer to the Installation Guide for more details.  If the following error appears when you open the License.dat file: "Can't Convert UNICODE Font" it indicates that the Unicode characters are saved in the file. The problem is that FLEXlm currently does recognize Unicode. To resolve this problem, resave the license.dat as a text file, or cut and paste the contents directly from the original e-mail to the Notepad dialog box and save it again.  If the file opens, but it is blank, then the appropriate license file was entered incorrectly. Re-enter the license key supplied by Softimage 3D, or contact Softimage 3D Licensing for your license keys (see the Installation Guide for more details). Open a Softimage 3D command prompt by double-clicking the Softimage 3D command prompt icon.  At the command prompt type: c:\flexlm\lmhostid -sentinel Following is an example of the response: lmhostid - Copyright (c) 1989-1994 Globetrotter Software, Inc. The FLEXlm host ID of this machine is "SENTINEL_KEY=" The FLEXlm ID number that is returned can be confirmed by looking at the label on the hardware license key (dongle). Note that the value returned ignores the leading "7-" that is shown on the label of the dongle. If the sentinel_key value returned by this command is a 0: A. Then the sentinel dongle may not be correctly plugged into the back of the machine. Verify that your dongle is connected tightly to your port. B. If you have a (gray) Rainbow dongle so that you can run Softimage 3D version 3.01 for Windows NT, make sure that the version 3.51 (green) dongle is attached to the back of the (gray) dongle, and that the (gray) dongle is attached to the port. C. If the FLEXID # is still not returning, then contact Softimage 3D Technical Support.   Verify that the SENTINEL_KEY value is equal to the value in the license file. The license file value appears just before the port number of the first line, which is 744 in the following example: SERVER INTEL SENTINEL_KEY=b2800AAB 744   In the same shell, type: ping [machine_name] For example, the output should be similar to the following: c:\flexlm\ping <your Computer Name> Pinging <your Computer Name> [157.00.00.000] with 32 bytes of data: Reply from 127.0.0.1: bytes=32 time=1ms TTL=32 Reply from 127.0.0.1: bytes=32 time<10ms TTL=32 If the 'ping' works (see above example), go to step 10. </li>  If you are not able to ping your computer name, and the TCP/IP network software is installed and listed, then there is probably a TCP/IP protocol setting error. There might be a mismatch between the DNS Host Name of the TCP/IP Configuration and the computer name displayed by Program Manager -> Main -> System. To resolve this: A. In the Program Manager -> Main -> Control-Panel, double-click the Network icon. B. In the Network Settings dialog box, double-click the TCP/IP protocol from the Installed Network Software list. (If the TCP/IP Protocol is     not listed, then it has not been installed. You need to install      TCP/IP from the Microsoft version 3.51 for Windows NT CD). C. In the TCP/IP Configuration dialog box, click DNS. D. In the DNS Configuration dialog box that appears, compare the Host Name with the Computer Name found in Main -> System and with the server name shown in your license file. E. If the names in the three locations do not match (it is case      sensitive), you must correct them so that they are all exactly the same. NOTE: If you do not have a network card, you won't be able to install TCP/IP. The workaround for this is to install RAS (Remote Access Services) which is located on the Microsoft Windows NT version 3.51 CD or you can configure a "dummy" software-driven ethernet card before installing TCP/IP. Use the following procedure to configure a "dummy" ethernet card. A. From the Control Panel, double-click the Network Settings icon. B. From the dialog box that appears, select Add Adapter. C. From the list of adapters that appear, select MS Loopback Adapter and click OK. </li>  In the Softimage 3D command prompt, type: c:\flexlm\lmdiag This command lists all of the features included in your Softimage 3D license keys (use CTRL-C to exit). If of all the features are listed, the problem might not involve your license file. Go to step 21. If all of the features are not listed, the problem involves your license file, and you must proceed with the following step. </li>  Double-click the icon labeled 'Edit License.dat file' and edit your license file (c:\flexlm\license.dat). To identify a typographical error, carefully compare your license file to the fax or e-mail copy that you received from the Softimage 3D Licensing Department. The following is an example of a typical license format: SERVER SENTINEL_KEY=<FLEXID # of dongle> 744 DAEMON SOFTIMAGE C:\FLEXlm\LMSoft.EXE PACKAGE 3D_EXTREME_PKG SOFTIMAGE 3.500 xxxxxxxxxxxxxxxxxxxx COMPONENTS="SI_TOOLS 3D 3D_RENDER 3D_ADVANCED RAY_REBELS 3D_LIVE   3D_SHARED MENTAL_RAY:1.900 PARTICLE:1.500" INCREMENT 3D_EXTREME_PKG SOFTIMAGE 3.500 <# of   licenses> xxxxxxxxxxxxxxxxxxxxx ck=xxx NOTE: Spaces are considered typographical errors. Make sure the backslashes at the end of the PACKAGE and INCREMENT lines are followed by a hard return, and not a space. Each line following PACKAGE and INCREMENT must begin with one space. Also, do not use tabs. </li>  After you correct the typographical errors in your license file, resave it using File> Save. </li>  In the Softimage 3D command prompt, type: c:\flexlm\lmreread The "lmreread" command tries to invoke the FLEXlm license vendor daemon "lmsoft.exe" and force the FLEXlm license daemon to reread the license file. </li>  Go to Main> Control Panel> Services, and restart the FLEXlm license server. (click Stop, then click Start). </li>  If an error appears when you restart the FLEXlm service, type the following in the Softimage 3D command prompt: c:\flexlm\lmgrd -app The result provides the cause of your problem. Note that you will need to end this task in order to exit the DOS shell. To do this, hold down the CTRL-ALT-DELETE keys, at the same time, select the "Command Prompt - c:\flexlm\lmgrd -app," and click "End Task." </li>  If lmdiag displays the following message: "License Can Not Be Checked Out" then a typographical error might still exist in your license file. Return to step 11. </li>  If lmdiag displays the following message: "License Can Be Checked Out" then the license file should be OK. </li>  Double-click the Softimage 3D icon in the Program Manager icon group, or type "soft" in the Softimage 3D command prompt to start Softimage 3D. </li>  If Softimage 3D does not start, use <ALT-TAB>. If the "License Manager" appears with any error messages, take note of the error message that is   displayed and contact Softimage 3D Technical Support. </li></ol>