How to troubleshoot Tekla License Server license issues

Last updated May 8, 2021 by Tekla User Assistance Team axosoft

How to troubleshoot Tekla License Server license issues

ON THE SERVER

Check the licenses have been activated and installed

  1. From the program menu launch Tekla > Structural > Licensing > License Server Manager
  2. Select the "Server Status" page and check that all the license features for the product the user is trying to use are listed and check that they are not all already in use
  3. If the features are not listed, activate the PAK again because the licenses have not been installed correctly

Ensure the SafeNet Sentinel RMS License Manager is correctly installed and running on the server

If the "Lock Id" as displayed in the yellow information bar at the top the License Manager is blank the Sentinel RMS License Manager is not installed correctly. 

  1. In Programs and Features - check for Sentinel RMS License Manager
  2. In Control Panel > Administrative Tools > Services - check Sentinel RMS License Manager service is "Started"
  3. Uninstall the "Tekla Structural License Service" and the "SafeNet Sentinel RMS License Manager" and then reinstall the latest version of the Tekla License Service
  4. If step 3 fails to resolve the problem reboot the server (this should not normally be required but on occasion has resolved problems)

Ensure there is only one version of the SafeNet Sentinel RMS License Manager installed

Products from other software companies may have installed an older version of the SafeNet RMS License Manager. Multiple versions of the RMS license manager can be installed but only one version can run at any one time.

  1. In Programs and Features - check for Sentinel RMS License Manager.
  2. If an older version is installed, uninstall the older version then repair the newest version.

 

Check Windows Firewall

Windows XP - this Operating System is no longer supported

Windows 7 and later, Windows Server 2008/2012

  1. Open Control Panel > System and Security > Windows Firewall
  2. If the Windows firewall is turned on add  both an Inbound Rule and Outbound Rule to allow UDP connections on port 5093.   You can run the following command from a command prompt with admin rights to do this:  
  • netsh advfirewall firewall add rule action=allow enable=yes profile=any protocol=udp direction=in localport=5093 remoteport=any name="Tekla License Server"
  • netsh advfirewall firewall add rule action=allow enable=yes profile=any protocol=udp direction=out localport=5093 remoteport=any name="Tekla License Server"

If the Windows firewall is disabled and the client is getting Error 5 then you probably have a third party firewall product (software or hardware e.g. router) preventing incoming connections to the server on the licensing port (default 5093). The license server and client communicate using the UDP protocol on the default port of 5093.

ON THE CLIENT

Check the license system is configured correctly.

  1. From the program menu launch Tekla > Structural > Licensing > System and User Settings
  2. Select "System > License Server" and check the correct license server name has been entered. Also check that the server port is the default (5093), this should only ever be changed if another service is running on the users server that already uses this port which is very unlikely.
  3. Select "System > Products" and check the product the user is trying to run has been set to the correct server license method
  4. CSC License Service 2.0.0.2 or later - Server settings can be different for each product, check that the product has the correct license server and server port settings as for step 2.
  5. If the Lock Id on the client is blank the client cannot contact the server (server name is incorrect, server port is incorrect or firewall is blocking communication)

Check the client can communicate with the server

  1. Open a command window on the client and execute the following command where <SERVERNAME> is replaced with the IP address or Server Name of the users license server. If the client can communicate with the server a series of replies will be reported. If the ping test fails the licensing will not work because the client cannot communicate with the server, a network issues is the cause of the problem.
  2. ping <SERVERNAME>
  3. The RMS license server communicates using data packets that are 8000 bytes in size, execute the following command to test if data packets of this size can be transferred between the client and the server. If this ping test fails the licensing will not work because the network is preventing data packets of the required size being transferred between the client and the server. This is probably caused by a firewall or other network device blocking packets above a certain size.
    ping <SERVERNAME> -l 8000

Check Windows Firewall

Windows XP - this Operating System is no longer Supported

Windows 7 and later, Windows Server 2008/2012

  1. Open Control Panel > System and Security > Windows Firewall
  2. If the Windows firewall is turned on add  both an Inbound Rule and Outbound Rule to allow UDP connections on port 5093.   You can run the following command from a command prompt with admin rights to do this:  
  • netsh advfirewall firewall add rule action=allow enable=yes profile=any protocol=udp direction=in localport=any remoteport=5093 name="Tekla License Server"
  • netsh advfirewall firewall add rule action=allow enable=yes profile=any protocol=udp direction=out localport=any remoteport=5093 name="Tekla License Server"

If the Windows firewall is disabled and the client is getting Error 5 then you probably have a third party firewall product (software or hardware e.g. router) preventing incoming connections to the server on the licensing port (default 5093). The license server and client communicate using the UDP protocol on the default port of 5093.

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