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User Forum

Many users in the GAUSS community may have the same questions that you do. The User Forum is a great place find answers to common issues.

Startup Troubleshooting Screen

GAUSS 15.1+ provides a Start-up Troubleshooting screen to help diagnose license issues that includes:
  • GAUSS Version Number and Build
  • Path of GAUSSHOME directory where GAUSS is installed
  • Hostid number of your computer
  • License Files located in your gauss19 folder that includes all files containing a 'lic' file extension
  • Ability to:
    • Provide a screenshot of the error message on the Startup Troubleshooting screen
    • Copy your hostid number and paste it into your license request
    • Request your License
  • Gather Diagnostic Information

    GAUSS 19+

    1. On the Activation Window, enter your License Activation Key that has been provided to you, and press [NEXT].
    2. On the Activation Window, after you have entered your License Key, take a screenshot of Activation Window after you have pressed the [NEXT] button. There will either be a successful activation or an error message displayed.
    3. Copy and paste your Activation Window screenshot into a Support Ticket Request.
    4. Press the [DIAGNOSTIC] button and take a screenshot of that window.
    5. Copy and paste your Diagnostic Window screenshot into the SAME Support Ticket that you created above in Step 3.
    6. At the bottom of the Support Ticket web form, there is an option to [Choose File]. Browse to your GAUSSHOME directory. Attach any *.lic files.
    7. Submit the Support Ticket

    GAUSS 15-18

    1. On the License Manager Error Window, press the [Screenshot] button and take a screenshot.
    2. Copy and paste your License Manager Error Window screenshot into a Support Ticket Request.
    3. At the bottom of the Support Ticket web form, there is an option to [Choose File]. Browse to your GAUSSHOME directory: Attach any *.lic files.
    4. Submit the Support Ticket

    GAUSS 11-14

    1. Open a Windows Command Prompt
      [Linux/Mac terminal window]
    2. Change to your GAUSSHOME directory:
      chdir c:\gauss19
      [Linux/macOS: cd /gauss19]
    3. Create a list of the license files in your GAUSSHOME directory:
      dir *.lic
      [Linux/macOS: ls *.lic]
    4. Print the contents of the license(s) to the terminal window:
      type *.lic
      [Linux/macOS: cat *.lic]
    5. Find the IP and MAC address of your computer:
      ipconfig /all
      [Linux/macOS: user@host:~$ /sbin/ifconfig]
    6. Start up GAUSS from the terminal window:
      tgauss.exe
      [Linux/macOS: tgauss]
    7. Generate an Updated Hostid Number

    Submit Support Ticket.

    Copy and paste the entire output from the above steps into your Support Request

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