License Manager Installation Issues

Below are installation issues that can occur with the automatic installer for Windows® servers.

Setup cannot continue as there is already a SIMetrix license manager running on this machine and setup has not been able to close it down. Shutdown the existing license manager manually then run setup again.

Cause

The license manager installer cannot run if there is already a SIMetrix-SIMPLIS license manager running on the system. The installer will be able to shut down the existing manager in some cases but won’t be able to in all situations.

To Fix

Shut down the existing license manager. How you do this depends on how it was installed.

The manager could be installed as a regular application or it could be installed as a service. A service is an application that runs in the background and which is started and stopped by the system. Services are able to run when no user is logged on. We always recommend that the license manager is run as a service but this is not compulsory.

To further complicate matters, it is possible to install the license manager in a manner such that it is shared with applications from other vendors. Here are some possible scenarios:

  1. If the manager is run as a service and is not shared with other applications, then the installer should have already shut it down. If it failed for some reason, you can shut it down manually from Windows Control Panel.
  2. If the manager is run as a regular application and you are sure it is not shared with other vendors applications, we recommend that you kill it using Task Manager. Shut down these processes:

    lmgrd.exe
    NEWTECH.exe
    pdt.exe

    pdt.exe will only be present if you use SIMPLIS. It is important that all three processes are closed. If any are left, many strange problems can ensue.
  3. The situation where the license manager is shared with other applications is beyond the scope of this document. For further assistance please see the Licensing End User Guide (pdf). If you have current maintenance you may also contact us at support@simetrix.co.uk and will be glad to assist.
SIMetrix-SIMPLIS License Manager is now installed but an attempt to check out a test license failed. The most likely reason is that it has been blocked by a firewall

Cause

The installer successfully installed the license manager files but it appears not to be working. This is almost certainly because a firewall is blocking the communication between the various processes affected.

To Fix

View Fixing License Manager Firewall Problems

The license file is not a network license

Cause

You are not using the correct license file. You may have mistakenly specified a portable license file, a license file supplied by another vendor or maybe a file that isn’t a license file at all

To Fix

Repeat and locate the correct file. If you ordered a network license we will usually email you the correct license file. If you are sure you are entering the correct file, please contact support@simetrix.co.uk for assistance.
The license file is not a SIMetrix or SIMetrix-SIMPLIS license

Cause

You the file you specified appears to be a network license file but was not issued by us.

To Fix

Repeat and locate the correct file. If you ordered a network license we will usually email you the correct license file. If you are sure you are entering the correct file, please contact support@simetrix.co.uk for assistance.

There appears to be a fault with the license file
This indicates a fault with the installer program. Please contact support@simetrix.co.uk
Please contact your support representative for assistance
Please contact support@simetrix.co.uk
The USB key does not appear to be the correct one for this license

Cause

This error will be displayed after pressing "OK" in response to the instruction to insert a USB key (dongle). It means that a valid USB key was found but it is not the correct one for the license. The serial number of the USB key must match the license file. You can find these as follows:

  1. The USB key’s serial number is printed on the side and is in the form 9-xxxxxxxx where xxxxxxxx for are hexadecimal digits
  2. The serial number that the license expects can be found by opening the license file in a text editor. The serial number is on the "SERVER" line after "FLEXID=".

The numbers found in a 1. and 2. above must match. If they don’t you either have the wrong license file or the wrong USB key.

To Fix

Replace the correct USB key then repeat, or repeat using the correct license file. If you ordered a network license we will usually email you the correct license file. If you are sure you are entering the correct file, please contact support@simetrix.co.uk for assistance.

There still appears to be no USB key plugged into this computer

Cause

This error will be displayed after pressing "OK" in response to the instruction to insert a USB key (dongle). It means that no USB key could be detected. If you have inserted a USB key then there could be some problem with the USB port, the USB key might be faulty or the driver may not have installed correctly.

To Fix

When the USB key is functioning correctly, a red LED lights up. If this LED is not alight the the key is not working for some reason although it is not so easy to figure out why. First try another USB port and repeat. If this doesn’t work please check the port using another USB device. If this shows that the port is OK, then contact support@simetrix.co.uk for assistance.

The supplied license is not correct for this machine

Cause

This error occurs for licenses locked to something other than a USB key, usually an Ethernet address. It means you are using the wrong license. This error will also occur if you are reinstalling the license manager on a new machine or on an existing machine following a change in the Ethernet adapter.

To Fix

Repeat and locate the correct file. If you are reinstalling on a new machine you will need a new license. Contact support@simetrix.co.uk for further information.

Failed to launch dongle driver installer. Code: nnn
Please contact support@simetrix.co.uk
Any other error message not listed above
Please contact support@simetrix.co.uk