Licensing Troubleshooting Guide

Introduction

This guide is intended to help check and resolve the more common errors reported when licensing BASIS products. TCP/IP is the required network protocol for Microsoft Windows and UNIX platforms. Novell networks can choose between TCP/IP or IPX/SPX, and problems related to Novell installations will be covered in a separate document.

The BASIS License Manager (BLM) log file is a critical diagnostic tool when dealing with FLEXlm errors. In Windows, the log file is named blmgr.txt, and it is located in a directory called BASIS License Manager. This directory is below the BASIS products directory. In UNIX, the log file is named basis_lmgrd.log, and it is located in a directory called blmgr/log. This directory is created when files are extracted from the PRO/5 tar file. Samples from log files are shown in this document. In Windows NT and 95/98, the BLM appears as a Control Panel applet called FLEXlm License Manager. Running this applet and clicking the Status button will give you diagnostic information.

The BASIS License Manager uses a third-party product called FLEXlm. FLEXlm issues the numbered error messages described below.

FLEXlm Error -1
Cannot find license file.

Verify that there is a license pointer file. In Windows, the license pointer file is named basis.lic, and it is located in the Visual PRO/5 directory. In UNIX, it is named BASIS.lic, and it is located in the PRO/5 directory.

Verify that the file points to the correct host name. This is the server host name for the machine where the Basis License Manager (BLM) is running.

Verify that the BLM is running by checking for the BLM process:

1. In Windows NT, go to Task Manager by right clicking on the Start Bar and selecting Task Manager. Select the Processes tab, click the image name to list the processes in alphabetical order, then verify that the process basis_lmgrd and basis are running.
    
2. In Windows 95/98, press the CTRL+ALT+DEL keys. When the Tasks dialog box appears verify that the processes basis_lmgrd and basis are running.

   Note that in Windows NT and 95/98, the FLEXlm License Manager Control Panel applet reports the following status if a license file cannot be found:

   Can't get server: Cannot find license file -1,359:2 (No such file or directory)

3. In UNIX, use the ps command to verify that both these processes are running:
   
   

     basis_lmgrd
     basis -T

   Two suggestions for the ps command:

   ps -ef | grep basis

   or

   ps -aux | grep basis

To restart the BLM:

1. In Windows, run the Control Panel applet called FLEXlm License Manager. Push the Start button on the Control tab.
    
2. In UNIX, run the install script, select the option to install the BASIS License Manager, then select the option to start the BASIS License Manager.

FLEXlm Error -2
Invalid license file syntax.

Verify that there is a license pointer file, verify that nothing has been changed in this file and the information that was entered was typed correctly. In Windows, this file is named basis.lic, and it is located in the VISUAL PRO/5 directory. In UNIX, it is named BASIS.lic, and it is located in the PRO/5 directory.

Repeat the process of registering for a license and installing it, as the file may have become corrupted.

FLEXlm Error -4
Licensed number of users already reached.

Verify that you have not reached your user count limit:

1. Visual PRO/5 installations have two FLEXlm utilities that provide diagnostic reports. One utility, lmutil, runs in DOS in character mode; the other utility, lmtools, runs in GUI.
   

   At the DOS prompt, change directories to the BASIS License Manager directory and type the following, substituting the name of the server for "servername":

     lmutil lmstat -c @servername -a (display all information) or
                        -A (display all active licenses)

   In Windows, run Windows Explorer, click on the BASIS License Manager directory, and double-click lmtools.exe. A new dialog comes up in the Current License File Box. Enter the following, substituting the name of the server for "servername":

       @servername

   Click the Status Button. Select Display Everything or List All Active Licenses.

2. In UNIX, change directories to the blmgr directory and type the following command, substituting the name of the server for "servername":
   

   lmutil lmstat -c @servername -a (displays all information) or
                      -A (display all active licenses)

FLEXlm Error -5
No such feature exists.

Verify that the license for the feature (product) is installed. Each installed BASIS product must have its own separate license file. The name of the license file is made up of the number of users, the product and the serial number. In Windows, license files are located in the BASIS License Manager directory. In UNIX, license files are located in the blmgr directory.

The example license file name 5PRO5DSPRO512345.lic is made up of the following components:

5 = number of users
PRO5DS = PRO/5 Data Server feature
PRO512345 = serial number

If the license file is missing, repeat the process of registering for a license and installing it.

If the license is installed, check the BASIS License Manager log file for more details about the error.

FLEXlm Error -8
Invalid (inconsistent) license key. The license-key and data for the feature do not match. This usually happens when a license file has been altered.

Verify that the license file(s) has not been edited in any way and has not been corrupted. Verify that the information in the license file matches what you originally entered. The license file is a text file and may be viewed with any text editor; remember that incorrectly modifying this file will cause it to fail. In Windows, license files are located in the BASIS License Manager directory. In UNIX, license files are located in the blmgr directory. You may contact BASIS Technical Support by e-mail at support@basis.cloud to verify the information, install the license information again or register again for a license.

Sample BLM log file:

9:44:38 (lmgrd) License file(s): /usr/basis/blmgr/5PRO5DSPRO514420.lic 9:44:38 (lmgrd) lmgrd tcp-port 27000 9:44:38 (lmgrd) Starting vendor daemons ... 9:44:38 (lmgrd) Started basis (internet tcp_port 1468 pid 23578) 9:44:38 (basis) FLEXlm version 6.1b 9:44:39 (basis) Invalid license key (inconsistent encryption code for "PRO5DS") 

FLEXlm Error -9
Invalid host. The hostid of this system does not match the hostid specified in the license file.

Verify that you have registered the license from the BASIS License Manager and the HOSTID for the machine running the BLM is in the license file. To verify the HOSTID on the machine where the BLM is running:

1. Visual PRO/5 installations have two FLEXlm utilities that provide diagnostic reports. One utility, lmutil, runs in DOS in character mode; the other utility, lmtools, runs in GUI.

   At the DOS prompt, change directories to the BASIS License Manager directory and type the following:

      lmutil lmhostid
   

   In Windows, run Windows Explorer, click on the BASIS License Manager directory, and double-click lmtools.exe. Click the HOSTID button.

2. In UNIX, change directories to the blmgr directory and type the following command:
   

      lmutil lmhostid
   

It may be necessary to register again in this situation if the license file does not have the correct HOSTID. Please contact BASIS Technical Support at 505.345.5021 with the product serial number. It may be necessary to reset the license information at BASIS to allow you to request another license with the correct HOSTID.

FLEXlm Error -10
Feature has expired.

Some licenses have time limits, and this message indicates that the time limit has passed. Verify that you are not running a seven-day temporary license or a demonstration license and that the date has not expired. You can check the expiration date by looking at the appropriate license file for the product you are running. Each installed BASIS product must have its own separate license file. The name of the license file is made up of the number of users, the name of the product, and the serial number. In Windows, license files are located in the BASIS License Manager directory. In UNIX, license files are located in the blmgr directory.

The example license file name 5PRO5DSPRO512345.lic is made up of the following components:

    5 = number of users
    PRO5DS = PRO/5 Data Server feature
    PRO512345 = serial number

The license file is a text file and may be viewed with any text editor; remember that incorrectly modifying this file will cause it to fail.

A seven-day temporary license is issued when a second request is made for a license and the HOSTID submitted does not agree with the original request. Please contact BASIS Technical Support at 505.345.5021 if this is the case.

Contact a BASIS Sales representative to convert a demonstration license to a permanent license.

Sample BLM log:

15:01:26 (lmgrd) License file(s): C:\BASIS\BASISL~1/5PRO5_DEVPRO555574.lic
15:01:26 (lmgrd) lmgrd tcp-port 27000
15:01:26 (lmgrd) Starting vendor daemons ... 
15:01:26 (lmgrd) Started basis (internet tcp_port 0 pid 112)
15:01:26 (basis) EXPIRED: PRO5_DEV
15:01:26 (basis) EXPIRED: PRO5_DEV
15:01:26 (basis) Server started on basistest for:	PRO5_DEV	
15:03:01 (basis) DENIED: "PRO5_DEV" basis@basistest  (Feature has expired (-10,32))
15:12:44 (basis) DENIED: "PRO5_DEV" basis@basistest  (Feature has expired (-10,32))I)

FLEXlm Error -14
Cannot find SERVER hostname in network database. The lookup for the hostname on the SERVER line in the license file failed. This often happens when NIS or DNS or the hosts file is incorrect. Workaround: Use IP-Address (e.g., 123.456.789.123) instead of hostname.

Verify that the host name in the license pointer file is the correct name for the server that is running the Basis License Manager. In Windows, this license file is named basis.lic, and it is located in the VISUAL PRO/5 directory. In UNIX, it is named BASIS.lic, and it is located in the PRO/5 directory.

Verify that the server's host name can be resolved by pinging it by name. You can also change the host name to the IP address, but this may cause a FLEXlm Error -15.

FLEXlm Error -15
Cannot connect to license server. The server (lmgrd) has not been started yet, or the wrong port@host or license file is being used, or the port or hostname in the license file has been changed.

Verify that the BASIS License Manager machine and the local workstation have a hosts file. It is recommended that both the server and workstation IP address be included in both hosts files.

Sample hosts file entries:

    192.134.1.123 server name
    192.134.1.124 workstation name

If you are using DNS, verify that your BASIS License Manager machine is in your DNS Server with the correct host name and IP address.

In UNIX, check the host name of the machine by typing the following command:

   >hostname

In Windows, you can check the host name by right-clicking on Network Neighborhood and selecting Properties, then selecting the Identification tab.

FLEXlm Error -18
License server does not support this feature.

Verify that the license for the feature (product) is installed. Each installed BASIS product must have its own separate license file. The name of the license file is made up of the number of users, the product and the serial number. In Windows, license files are located in the BASIS License Manager directory. In UNIX, license files are located in the blmgr directory.

The example license file name 5PRO5DSPRO512345.lic is made up of the following components:

5 = number of users
DS = Data Server feature
PRO512345 = serial number

Below are sample log file entries that would be generated after attempting to run PRO/5 and getting an Error -1

8:10:15 (basis) UNSUPPORTED: "PRO5_DEV" (PORT_AT_HOST_PLUS   ) basis@basistest.com  
(License server does not support this feature (-18,327))
8:10:15 (basis) UNSUPPORTED: "PRO5" (PORT_AT_HOST_PLUS   ) basis@basistest.com  
(License server does not support this feature (-18,327))

FLEXlm Error -96
Server node is down or not responding. See the system administrator about starting the server, or make sure that you're referring to the right host (see LM_LICENSE_FILE).

Verify that the subnet mask is set properly:

1. In Windows NT, right-click on Network Neighborhood and select Properties. Select Protocols, highlight TCP/IP and click on Properties. The Microsoft TCP/IP Properties dialog will appear. Verify with your system administrator the correct subnet mask for your network. A typical subnet mask is 255.255.255.0.
2. In Windows 95/98, right-click on Network Neighborhood and select Properties. In the Configuration tab, highlight TCP/IP -> Ethernet and click on Properties. The Microsoft TCP/IP Properties dialog box will appear. Verify with your system administrator the correct subnet mask for your network. A typical subnet mask is 255.255.255.0.
3. In UNIX, the procedure for verifying subnet masks varies greatly. Check with your system administrator.

For additional information on the FLEXlm License Manager included in BASIS products, please refer to the FLEXlm End User Manual. In Windows 95/98 and Windows NT, this manual can be found in the BASIS Product Documentation located in the BASIS program group. In UNIX, you can access the FLEXlm End User Manual by running master.htm in a Web browser. This file is found on the BASIS CD in /documentation/html.