Troubleshooting License Server Issues

Wrong Hostname in License File

The hostname in your license file must match the hostname of the computer on which you run the Reprise License Manager (i.e., RLM). If the hostname is not correct, the rlm.exe executable will print out a warning message indicating that the hostnames do not match and GAUSS will not be able to checkout a license from this License Server:

Wrong hostname error message

In the image above, the warning message indicates that the hostname of the License Server computer is felix.

However, printing out the license file with the Windows type command (see below) shows that the license file lists the hostname as other-PC: Finding the hostname in your license file >> Solution. Please do the following:

  • Manually change the hostname in the license file to the actual hostname of the License Server. As an alternative, you can use the License Server internal ip address or Fully Qualified Domain Name (FQDN) in place of the hostname.
  • Be sure to use a text editor such as Notepad or Notepad++ that do not add any hidden characters. Programs like Microsoft Word and other document creation programs add hidden characters for formatting that will invalidate the license.
  • Ensure that you retain the *.lic file extension of the license file when saving.

Wrong Hostid Number in License File

The hostid in the Floating Network license must match the hostid of the designated License Server machine. If the hostid does not match, you will see output like this:

Wrong hostid output

>> Solution.

  • This error occurs if the wrong hostid was submitted with the license request resulting in an invalid license file. To resolve, send a new license request with the correct hostid for your machine. The correct hostid is listed in the above error message after we are: as seen highlighted in yellow.
  • This error will also come up if you try to start the Reprise License anager, rlm.exe, on one of the client machines. The Reprise License Manager only needs to run on one computer which you designate as the License Server.

Another RLM process is already running

The Reprise License Manager (rlm) for GAUSS uses Port 5053 and 5054 as defaults. If you receive one of the following error messages it is generally because either there is more than one rlm process or another program is using one of those default ports.
  • Port 5053 in use, waiting....

    If another rlm.exe process is already running, you will get an error message that looks like this:

    Port in use

    >> Solution. You will need to stop that process before you can successfully start a new one.

    • Windows: End the rlm.exe process in the Windows Task Manager. Click the box that says 'Show processes from all users' to detect any 'hidden' rlm processes running.
    • LINUX or MAC: Open a terminal window and follow these instructions:

      • To list all of the processes that are running on Port 5053, type the following:
        lsof -n -i:5053 | grep LISTEN
        - The first column is the process or program running.
        - The second column is the job number
      • To terminate any rlm processes running, type the following for any rlm processes identified in the above step:
        kill -9 jobnumber
      • If there are other processes (or jobs) that are using the 5053 port, either:
        1. Stop the process that is using Port 5053 OR
        2. Designate a different Port number in the License Server license file by adding the Port number to the end of the first line of the License Server license file as follows:
          Format: HOST hostname hostid [tcp/ip port #]
          Example: HOST testuniv f81654496583 6063
          Assumptions:
          -hostname is testuniv
          -hostid is f81654496583
          -Alternative Port # is 6063
      • Continue with Step #5 of Start the License Manager
    • (rlm) Port 5053 in use, waiting...
      (rlm) Cannot bind Web Server port 5054, exiting


      >> Solution.
      1. Follow the instructions above under 'Port 5053 in use, waiting...' and replace Port 5053 with Port 5054.
      2. If you receive an error message that says: (rlm) Local hostname is not in network database, please submit a Support Ticket.
  • Can't start a new RLM Service

    If you can't start an RLM Windows Service, you may need to start a Windows Command Prompt with Administrator Privileges.

    >> Solution. To resolve this issue, please do the following:
    1. Click on the Windows Start button
    2. The Windows Command Prompt can be found under All Programs/Accessories
    3. Right click on the Command Prompt icon
    4. Select 'Run as Administrator'
    5. Continue with Step #5 of Start the License Manager

    Service Install Failed. Error: Access to Service Control Manager denied

    If you receive the error message "Service install failed. Error: Access to Service Control Manager denied", your Reprise License Manager process (rlm.exe) does not have adequate permissions to create a Windows Service on your system.

    >> Solution. To resolve this issue, please do the following:
    1. Stop the Reprise License Manager (rlm.exe) in your Task Manager.
    2. Go to your Start menu or Accessories folder and locate the Command Prompt icon.
    3. Right click the Command Prompt icon with your mouse and select "Run as Administrator".
    4. Restart the RLM by typing:
      rlm.exe
      [For Linux: ./rlm ]
    5. To set up the RLM as a Windows Service, please click here

    License Server: License Manager Error (-17) and (-111)

    If you receive the following error message on the License Server, it means that the hostname of the License Server specified in the License File is not resolving to the local machine:

    License manager error:
    Communications error with license server (-17)
    Connection refused at server (-111)
    >> Solution. To resolve this issue, please do the following:
    1. Stop the RLM
    2. Edit the license file and replace the hostname in the license file with the term 'localhost' (do not include single quotes)
    3. Restart the RLM
    4. Verify that GAUSS can start up on the license server
    5. If successful, edit the Client License File and replace the term 'localhost' with the actual IP address of the license server:
      HOST full.licenseserver.ip.address

    Unable to Check Out License on Multi-User License

    Sometimes a user is unable to check out a license, even though the license file has been configured for multiple users.

    >> Solution. This can be caused by one of the following:
    1. The Client License file has not been properly configured. For instructions on configuring the Client License, click here
    2. Firewalls are in place that prevent access to the License Server. For instructions on working with firewalls, click here
    3. The rlm has stopped and needs to be restarted. See Step #5 on starting the License Server, click here

    RLM Resources

    Click here for the Reprise License Manager Support for License Administrators and Users.

    Still Need Help?

    If you are not able to resolve this issue, please do the following to help us diagnose the issue:

    1. Go to the Start License Server page
    2. Follow each step under 'Setting up the License Server'
    3. Take a screen shot of the output from each step
    4. Create an rlm diagnostic file. You can view it from the RLM web interface via your web browser:
      • By default this is located at localhost:5054 if you are running the license server on your local machine, otherwise it will be: ip_address_of_license_server:5054
      • On the left side of the RLM web server page will be a few buttons. One of the buttons is called 'Diagnostics' and it will save a file to your gauss17 folder called rlmdiag.txt
      • Submit the rlmdiag.txt file with your Support Ticket
    5. After creating the rlmdiag.txt file, press the [Continue] button and take a screen shot of the screen that says 'Status for rlm on Hostname_of_Your_LicenseServer'.
      - Submit a screen shot with your Support Ticket
    6. Submit a Support Ticket and attach the output for each step

    Next: Troubleshooting Client License Issues

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